We were at AKL concierge two weeks ago. Despite my request 5 months prior to our arrival as well as monthly communication with the concierge staff about my request for bunkbed Savannah view room, our 7 years DD and 2 years DS got their heart set on seeing animals from our room and sharing a bunkbed, guess what, we got a pool view room with two queen beds. I understand it was spring break and the resort was almost full capacity and the view was never guaranteed but still, it was quit a shock and let's not even talk about the crying from both kids that evening! I was pretty peeve as you can imaging. The concierge staff was able to move us to 5th floor the second day to a Savannah view room but still no bunkbed because none is available during our stay. The new room was a good hike to the lounge and they told us that was the only Savannah view available. That's fine except two days later, we went on Sunrise Safari and was talking to a family sitting next to us during breakfast and found out that they checked in the day that we switched room and they got a bunked bed Savannah view room on the 6th floor! Was I flamed! At that point, we were so disgusted that we didn't bother to question the concierge staff. We liked AKL resort but after that whole room mess, we would never go back AKL again. The pre-planning phase from their concierge staff was so attentive and accomdating, we were so excited about going there. But once we got there, the concierge staff was just so so. Not rude but certainly not the warm and fuzzy that I encountered during the pre-arrival planning phase. I encountered similar situation in GF concierge. Before we arrived, the concierge staff called us and was so nice and helpful. And after found out that we are celebrating a birthday during our stay, he told us to expect something special. That something "Special" never happen. Screwed up our PS, the concierge staff at the resort acted liked we were such a bother when trying to straighten out the PS. Ugh! All promises and nothing! Our experience in Poly concierge and WL concierge were more positive. May be we were lucky but in both resorts, when the concierge told us something they delivered. As an example, after our stay in AKL, we switched resort to WL concierge. After the AKL pool view no bunkbed episode, I told the whole story to the WL concierge staff and she felt so bad that she got us a bunkbed room that faces the castle. I believe WL was just as full as AKL during that time and yet she was able to pull something like that for us to make up for our sorry stay in AKL.
