AKL review just so-so

[TaurusSES_Sport]

You know, after rereading some of the negative posts, I'm having a hard time believing alot of what is being said.

Like the room service trays not being picked up until the next day. We were there many of the same days as the OP and ordered room service breakfast almost every day we were there. It was delivered every morning at 8:30 am, we would finish and put it out in the hall about 45 minutes later, take a shower and get ready, and by 10:30 am, the tray was gone when we left for the pool or parks. How could we have experienced such a different quality of service?

Or a housekeeper who would A) refuse to clean your room because she only has an hour left on her shift and B) refuse to simply give you towels while she's standing right next to her cart, which is typically full of them. Huh?

Or any CM telling a guest to go back and hang an "Out of Order" sign on a broken resort vending machine? Wha?

Now I can understand Ladyhawke's problems due to a computer glitch (as many of us who depend on computers know that one small glitch can create huge problems), but some of the others sound absolutely bizarre and unbelievable.

For anyone who is heading to the AKL, have no fear, we stay there quite often and have never, ever experienced anything like that at Disney or, for that matter, at any other hotel, worldwide.

Why would people make these things up???

 

[Laugh O. Grams]

Why would people make these things up???

Just read it. Does it not seem ridiculous?!? I mean that level of incompetence at any resort, not just Disney, but anywhere, is just mindboggling. These are the basic rules of hotel operation that you would find at any crappy Days Inn, and Disney can't pull it off. And a large majority of the AKL CMs are horrible but the other resorts are fantastic. Do they ship all of the bad ones to AKL? It defies common sense.

 

[Ladyhawke10]

I'm not staking a claim in this particular argument...I just wanted to bring up a couple experiences I've had reading posts that I REALLY had trouble believing, even while seriously trying to stay open-minded and respectful of the OP.

A poster said that they went to the GF and that the pillows were terrible because they consisted of travel sized pillowcases filled with what felt like broken up pieces of foam. As much as I tried to suspend my disbelief, I have stayed at GF several times and find the beds incredibly comfortable! In fact, the downside is that you never want to get out of them. The pillows are large, fluffy and I actually consider the GF beds the most comfortable on property, in my experience (though I have never found the beds uncomfortable at any deluxe at all). It made no sense whatsoever that this woman got travel sized pillowcases full of foam pieces. The only possible explanation was that a previous guest had stolen the real GF pillows. But then why not ask for new ones? Would housekeeping really keep making the beds w/ tiny, imposter pillows like that?

A reviewer of the Beach club said they had a first floor room and the bed was very damp. Ewww, right? She asked to move and the next bed (also on first floor) was damp also. She concluded that all first floor beds at BC are damp because of moisture accumulation on that floor. OK? This same person was swimming in SAB and got hit with full force in the back w/ a floatie by someone mistaking her (from behind) for someone else (an enemy, perhaps?). The reviewer now has chronic medical conditions related to the SAB incident and will never return to BC again. Giving the person the benefit of the doubt, I fully feel sorry that they were hit. However, the damp beds seemed...well...unlikely.

I want to add that I absolutely want to believe these people. No harm intended.

 

[nwdisgal]

Not to credit or discredit the poster who complained about damp beds at the BC, but the humidity is high (and mold count) in Florida, it is possible that the bed could be damp - especially on the first floor just from humidity levels. When I was visiting BC in I noticed a mildewy smell in the lobby. That was a couple years ago, before the renovations... it has probably changed. At the time, did not notice it at the YC, so ended up staying there. The YC had also been recently renovated. Sorry to hear about the complaints with AKL, but like alot of people have posted on these boards, people will post when they are unhappy about something. There is a lot of good news that doesn't get posted or reported. So keep that in mind..

 

[Ladyhawke10]

Thank you for explaining that! I've never had that problem with that at BC or anywhere at WDW, but I'm glad I've never encountered it. We had a first floor stay at the YC and no damp bed...our stay at BC was on the fifth floor.

I have encountered a somewhat damp feeling bed in Maui at a bed and breakfast, but it wasn't exactly wet or uncomfortable. I thought it added to the tropical feel and am excited about our Hilo trip in a few weeks

 

[nwdisgal]

Ladyhawke10 - You'll enjoy Hilo (watch the lava flow into the ocean if you can) - the whole Big Island is great for that matter. Maui and Hawaii have several microclimates, including places were mold literally grows on clothing and furniture and to the contrast, very dry and desert like areas. Florida has a high water table and a lot of humidity. Fortunately, Disney is on top of it and I've really never encountered a problem at any of the WDW resorts with damp beds or mold in my room. Have read horror stories about some offsight places though with mold and mildew problems.

I haven't been to AKL in a couple of years, but it is one of my favorite resorts. We always had great service - no complaints and birthdays and anniversaries remembered, but no towel animals. I've never had towel animals at Disney... Wah! Nobody loves me... But I've come back to Barbie and Stuffed Puppy propped up watching TV with the remote in hand I hope the incidents at AKL are isolated. Also, Disney rotates CMs...for the posters who have recently had bad experiences, I would definately send a letter and complain and /or contact the management directly.

 

[epcotfan]

Just read it. Does it not seem ridiculous?!?

I don't think it seems ridiculous at all. All the things the OP has described are feasible. I've seen trays left in the halls of Disney hotels for hours. We had a housekeeper at AKL throw out personal belongings and receipts. I've read bad reviews about every Disney hotel, however my worst experience was at AKL. For every bad experience I'm sure there are ten great ones. But to dismiss the OP's troubles as being ridiculous isn't fair. They paid for room category they didn't receive for two nights. They were asked to do a CM's job by putting up "out of order" signs when they were leaving for the parks. If that isn't bad service I don't know what is. These complaints are quite valid.

 

[nwdisgal]

I would have been breathing fire if I had reserved Concierge level and the room wasn't available.

 

[Peter Pirate]

Well on my last visit the bellman asked me carry our own bags because his back was sore! Unbelievable. Then at check in the CM told us our concierge room was not available as they were sold out but we were to be given the best parking lot view for the same rate...Take it or learve it! Unbelievable. Our mousekeepers were hung over one morning and asked if we wouldn't mind helping with the laundry that day! Unbelievable! My daughter got a hair wrap at the AKL pool and the 'hair wrapper' billed us double the regular charge saying her rent was due that week! Unbelievable. When we got to the pool for a swim there were no towels. I told a CM and she suggested I use some room towels...And then suggested that maybe I could bring a few extras to pass around to other guests too! Unbelievable. Then to top it off when we got to the Parks there was a big sign on the main gate that said CLOSED FOR REFURBISHEMENT! Unbelievable.

 

[Muushka]

I wouldn't not stay at AKL because of the front desk staff. They are just a tiny aspect of the resort and the experience.

My reason for posting my negative experience is so that people's expectations would not be too high given that at one time all you read was rave reports on the great staff there.

 

[Pig Pen]

I guess I must be the luckiest guest in the world because I NEVER have a problem with service. I arrive at 10:00 am and get awesome rooms. If something is not right, it is fixed immediately (i.e., no fridge when I reserved one - it was there within minutes of my call). I have NEVER had anyone be less than cordial. I will admit that some are not OVERLY sweet, but that's okay. No one has ever been rude nor neglectful.

Maybe it's just my pretty face.

 

[Laugh O. Grams]

I don't think it seems ridiculous at all. All the things the OP has described are feasible. I've seen trays left in the halls of Disney hotels for hours. We had a housekeeper at AKL throw out personal belongings and receipts. I've read bad reviews about every Disney hotel, however my worst experience was at AKL. For every bad experience I'm sure there are ten great ones. But to dismiss the OP's troubles as being ridiculous isn't fair. They paid for room category they didn't receive for two nights. They were asked to do a CM's job by putting up "out of order" signs when they were leaving for the parks. If that isn't bad service I don't know what is. These complaints are quite valid.

For the record, I'm not dimissing the problems or the OP as ridiculous, and maybe that wasn't the right choice of word. I'm just floored that someone would find that level of incompetence to any Disney hotel. I mean, where would any hotel tell a guest to hang an out of order sign on the machine? I could see them questioning how you lost your money, because they want to be sure people aren't tring to pull one over on them. And leaving Rooms Service trays out for days? I was just there and posted my experience of them picking them up within a couple hours. Same goes for the maid situation, to refuse service or simply give towels, I mean, c'mon. It's like going to a restaurant and if your chicken is undercooked, the waiter telling you, "Well, the kitchens right back there, go ahead and cook it as you see fit!" That's why I'm having a hard time getting my mind around these sort of problems. As everyone on these boards know, Disney is known worldwide as have an extremely high level of service and these type things defy logic and common sense, IMO. Nothing personal.

 

[Laugh O. Grams]

Well on my last visit the bellman asked me carry our own bags because his back was sore! Unbelievable. Then at check in the CM told us our concierge room was not available as they were sold out but we were to be given the best parking lot view for the same rate...Take it or learve it! Unbelievable. Our mousekeepers were hung over one morning and asked if we wouldn't mind helping with the laundry that day! Unbelievable! My daughter got a hair wrap at the AKL pool and the 'hair wrapper' billed us double the regular charge saying her rent was due that week! Unbelievable. When we got to the pool for a swim there were no towels. I told a CM and she suggested I use some room towels...And then suggested that maybe I could bring a few extras to pass around to other guests too! Unbelievable. Then to top it off when we got to the Parks there was a big sign on the main gate that said CLOSED FOR REFURBISHEMENT! Unbelievable.

 

[Gabrielle]

I stopped at AKL early this past Thursday morning. I went to the Guest Services desk to ask if any viewing areas were located on higher floors than the 3rd floor The woman -- in an irritable voice -- responded, "What do you mean...viewing areas?"

Ok, I found her tone of voice rude and her response .... stupid. This is the AKL where animals roam the grounds.

On the other hand, I found the older gentleman in the resort store to be charming and helpful.

 

[ufgator]

tazdeb, sorry you had a bad experience there. Vacation is supposed to be fun. We are staying there for the first time next month for our first anniversary, and I hope everything goes well. DH has wanted to stay there for a long time.

 

[PinCollector]

Just read it. Does it not seem ridiculous?!? I mean that level of incompetence at any resort, not just Disney, but anywhere, is just mindboggling. These are the basic rules of hotel operation that you would find at any crappy Days Inn, and Disney can't pull it off. And a large majority of the AKL CMs are horrible but the other resorts are fantastic. Do they ship all of the bad ones to AKL? It defies common sense.

Well, AKL is my favorite resort. I do recall the attitudes of the CMs checking us in being less-than-Disney on occasion, but the bellhops, guides, storytellers, CMs in Boma/Mara, and poolside were outstanding. I don't recall seeing trays in the hallway nor was I asked to vaccum the rooms, clean the toilets, or hang "out-of-order" signs around the resort.

I've also never stayed in a Concierge room once, much less numerous times. (Perhaps that has something to do with my expectations). I don't think there's a Concierge suite at the crappy Days Inn. What I'm implying is that both Days Inn and Disney can pull off the operations of a hotel, but if you're used to Concierge level, then it takes very little to make you feel like you're staying at a crappy Days Inn. What does that mean? The guests are exaggerating the poor experience, OR Disney should take note to the fact that, whether for the first time or hundreth time, they're dealing with guests staying at a deluxe resort...some of which are staying in the Concierge rooms.

Either way, I say those with bad experiences should let WDW know. If it's because of the resort manager or staff, I would have to expect WDW to fix the problem. If you're going somewhere else on property, they haven't lost you as a customer...so you need to voice your frustration. As for me, I'll be checking into AKL...no problems for me!

 

[tazdeb]

I'm sure there are alot of guests of the AKL who never have had a bad experience. This was my 4th stay at a Disney deluxe resort ( Boardwalk, Beach Club, Grand Floridian,) we also have stayed offsite at the Gaylord Palms, and Hyatt Grand Cypris. My point of the original post was to explain that I dont think the attitude or quality of SOME parts of this resort lived up to the deluxe rating. I paid alot of money for this vacation and I dont mind paying extra for a deluxe, But, I think this resort did not achieve that level of service. Laugh o gram thinks these things are unbelievable? So did I, thats why I posted. But I'll guarentee you none of this was made up.....TAZ

 

[Ladyhawke10]

I'm glad that you posted. It's important that all types of experiences be reported to get the most objective depiction of the place, overall.

And it goes both ways! i.e. the poster who returns with "I got a double upgrade on check-in from a standard room to concierge suite, CMs decorated the room with big Mickey head balloons everywhere, all the CMs smiled and gave me pats on the back everytime I walked through the lobby, we got the pool to ourselves every afternoon, we were treated the the sunrise safari and got to ride the elephants and zebras, and then they gave free meal tickets at Boma for the whole stay...unbelievable!"

 

[nwdisgal]

I get irritated when I read about CMs coping attitude at the resorts. Their job is Guest Services which translates to serve the guest. If they don't like interacting with people and giving good service, then don't take a job requiring those skills.

The hospitality industry is called hospitality for a reason. Yah, maybe getting a towel animal is a special perk, but I hate this "Oh, well gee, if I'm lucky that day, the CMs will be nice to me, and if they're not, I shouldn't be disappointed."

 

[SqueakyMouse]

Sorry you had such a negative experience. DH and I stayed at AKL last fall and were very, very impressed with both the facility and the service we received. We both felt it was the best treatment we had ever received at a WDW resort. In fact, we are returning in the spring with our 3 children.