BIG disappointment in Poly Concierge..

[nybound]

Just to give a different experience, my family and I stayed LVC this past August and thought the concierge staff was excellent.

From the moment we checked in to the time we left, they were always helpful and willing to assist in anyway possible.

In terms of cost, I would have a hard time recommending concierge service (you're not really pampered), but I would do it again in a heartbeat (and, in fact, will be doing so in July).

My apologies to anyone who has had a bad stay at the Poly whether using the concierge staff or not. Here's hoping that your next stay (where ever it may be) is more enjoyable.

 

[TheIncredibles]

Complaint,Complaint,Complaint!!!! Get over it princess you're on vacation. If you were my wife,you'd be sleeping on the beach.

FYI Superjoint -
Dimebag Darrell & I graduated high school together...

 

[tecdavidt]

I don't feel so bad about my thoughts on our concierge contacts and we won't be at the Poly until 12/27! I contacted them with questions, specific questions, and concerns -- my wheat allergy, and their response was a standard fill in the blank form and we will help you plan your trip. Keep in mind this fill in the blank form covers the entire year and lists activities with NO DATES!!! and tells you that not all activities are available. That is why I sent the email, to find out what was available while we were there. So much for pre-planning, my husband just told me to forget about it and when we get there on the 27th we will handle it then. So far, I am not impressed at all with the Poly staff. As far as the free food in the lounge, I can't have it and I don't drink wine or beer (I am a G & T fan). I most likely will bring my own beverage from home as well as my own gluten free cereal. I really am upset about the standard form letter, when you give them the exact dates of when you will be there they should help you in what is being offered. I doubt we will spend the extra cash on concierge again, now we always go concierge on the DCL ships and it is worth every penny. Kathy

 

[manning]

I heard one customer ask for a small one for her daughter and the staff member got it for her..so I then asked for one for my daughter and she goes "When the big ones are all gone we'll be putting the little ones out".

Guess they had your number. May still do. I understand they have one heck of a historical database. The Poly may be your favorite, but now you may not be their favorite guest. I know someone who is a gate agent for an airline. She said one of her pleasures is the computer. Someone gives her grief and she taps into the computer looks at her fellow agent and says "she's in for an interesting trip."

Next time use honey. Vinegar isn't very effective! I have run into this in the past and use the honey approach. 90 % of the time it works wonders. Slip ups happen. Would your little girl have known the difference if she got her hat today or next? Who knows, a pleasant call may have got you something extra. It has for me.

 

[ducklite]

I don't feel so bad about my thoughts on our concierge contacts and we won't be at the Poly until 12/27! I contacted them with questions, specific questions, and concerns -- my wheat allergy, and their response was a standard fill in the blank form and we will help you plan your trip. Keep in mind this fill in the blank form covers the entire year and lists activities with NO DATES!!! and tells you that not all activities are available. That is why I sent the email, to find out what was available while we were there. So much for pre-planning, my husband just told me to forget about it and when we get there on the 27th we will handle it then. So far, I am not impressed at all with the Poly staff. As far as the free food in the lounge, I can't have it and I don't drink wine or beer (I am a G & T fan). I most likely will bring my own beverage from home as well as my own gluten free cereal. I really am upset about the standard form letter, when you give them the exact dates of when you will be there they should help you in what is being offered. I doubt we will spend the extra cash on concierge again, now we always go concierge on the DCL ships and it is worth every penny. Kathy

I want to give you some advice. Have them book your meals--it might already be too late for some of the more popular ones. YOU need to contact wach restaurant in advance. Because it's a health issue, please don't expect th concierge to do this for you. THe head chef in each restaurants needs to speak to YOu about your health and how they can accomodate you.

With advance notice they can have rice pasta, wheat/gluten free bread, etc. But they do'nt just keep these things around.

As far as the offerings in the lounge, in the morning they have yogurt, rice cereal, oatmeal, and fresh fruit, which would work for you. They don't do eggs and meats, it's continental.

Midday the offerings are slim, popcorn, gummy bears, Goldfish. You should be able to find some sort of snack.

In the evening, they have fresh fruit again, and cheeses. I'd be careful of the hot appetizer, I think a lot are breaded or made with vinegar.

Desserts could be a problem as well. Have you spoken to anyone from WDW special services yet? That would be your first step.

Again, because this is a health issue, they can't make some of these calls for you. YOu need to proactively make them yourself.

Anne

 

[BCV23]

I don't feel so bad about my thoughts on our concierge contacts and we won't be at the Poly until 12/27! I contacted them with questions, specific questions, and concerns -- my wheat allergy, and their response was a standard fill in the blank form and we will help you plan your trip. Keep in mind this fill in the blank form covers the entire year and lists activities with NO DATES!!! and tells you that not all activities are available. That is why I sent the email, to find out what was available while we were there. So much for pre-planning, my husband just told me to forget about it and when we get there on the 27th we will handle it then. So far, I am not impressed at all with the Poly staff. As far as the free food in the lounge, I can't have it and I don't drink wine or beer (I am a G & T fan). I most likely will bring my own beverage from home as well as my own gluten free cereal. I really am upset about the standard form letter, when you give them the exact dates of when you will be there they should help you in what is being offered. I doubt we will spend the extra cash on concierge again, now we always go concierge on the DCL ships and it is worth every penny.
Kathy

Anne already gave you great advice about your dietary needs.

I wanted to add that you should have sent that form back if you were interested in any activities. You should have marked the dates you wanted to do the activities and the concierge folks would have booked it or contacted you if there were problems. Same with restaurants. It could be too late to get those activities now. But you will have only yourself to blame if that happens. Sorry, that's harsher sounding than I mean to be but...

Perhaps you could switch to a regular room even now if you don't think you will be happy.

Have a great vacation whatever you do,

 

[SnowWitch]

I read on the boards a few months ago that they would be changing the food in the evenings in the Poly's concierge lounge. Has this taken place? I am considering booking for a Fri and Sat night next summer. But if the offerings are not anything that my teens would enjoy I am concsidering booking a reg lagoon room. They don't care for the Cali Grill, Brown Derby, or Coral reef so I thought it would be easier for them to graze in the concierge lounge and at Capt Cook's.

 

[BCV23]

To the OP: there is a sign that states one alcoholic beverage per person or something like that. Pretty clear to me. I don't understand why you think the rules should be differrent for you.

I think the staff avoids putting things in rooms until after guests are actually in them. Rooms do get changed and it would have been far worse if the hat ended up on someone else's head.

Big bagel, little bagel, sliced or not....geesh. Perhaps you would be happier traveling with private staff.

Sorry but this thread is nuts.

Don't stay club level to save money....it WILL not happen. Don't expect the staff to kiss your feet or become your new best friends. There job is to be unobtrusive except when you approach them.

And I agree with manning.

 

[ahhhhhhhhhhhhhhhh!]

nybound the concierge staff member in the back of your signature picture (the male) is an AMAZING CM. His name slipped my mind at the moment but he helped us out sooooooooooooooooo much when we stayed at the Poly Concierge. I cant say enough good things about him! (Though I feel kinda dumb for forgetting his name all of a sudden )

Oh boy, I cant wait to go back!

 

[Mom2Rae]

To the OP: there is a sign that states one alcoholic beverage per person or something like that. Pretty clear to me. I don't understand why you think the rules should be differrent for you.

I think the staff avoids putting things in rooms until after guests are actually in them. Rooms do get changed and it would have been far worse if the hat ended up on someone else's head.

Big bagel, little bagel, sliced or not....geesh. Perhaps you would be happier traveling with private staff.

Sorry but this thread is nuts.

Don't stay club level to save money....it WILL not happen. Don't expect the staff to kiss your feet or become your new best friends. There job is to be unobtrusive except when you approach them.

And I agree with manning.

I don't expect people to kiss my feet...I'm not a snob, I'm a hard worker as is my husband and concierge was something we've worked and saved for over a year. My biggest fault is not speaking up when I'm unhappy and letting people at times walk all over me. But, there were some things that shouldn't be considered an out of this world request. NO, the bagels aren't that big of deal. Heck, I wouldn't have even asked for a smaller one had I not seen another mother of a tot ask for one. And is it that hard to have them pre-cut or least have one of those wooden blocks and knife so we cut them ourselves? Holiday Inns offer this. It's pretty hard to toast a solid bagel.

Did I say anything when we went back for afternoon snacks and the chips were just about gone by 2:00 and the attendant looked right them and still didn't refill them? No. Another customer did. Did I complain to mousekeeping when our trash cans weren't emptied for two days, NO. I still left our little envelopes with $5 in it ever single day.

So, in conclusion...I AM NOT a hard person to live with and very easy to please. I've had some mixed experiences with a lot of Disney properties and kept the problems to myself and continue to chose WDW as our yearly vacation. I'm already booked for GF for September. But, when you get better service non-concierge than you do with concierge there's a problem and from what I've read on these boards I'm not the only one who feels this way. I don't expect rules to be different for me regarding alcoholic beverages...didn't see the sign. In regards to the items being in the room when we checked in...this was something PROMISED by Jeffrey. I didn't even expect them until he said it could be done.

My expectations weren't so high that nobody could fill them. I referred to Tikiman's site and say pictures of the offerings..knew this going in. I guess cut bagles and an extra beer are just waaaaaaay too much to expect or ask for.

 

[Ladyhawke10]

I want to give you some advice. Have them book your meals--it might already be too late for some of the more popular ones. YOU need to contact wach restaurant in advance. Because it's a health issue, please don't expect th concierge to do this for you. THe head chef in each restaurants needs to speak to YOu about your health and how they can accomodate you.

With advance notice they can have rice pasta, wheat/gluten free bread, etc. But they do'nt just keep these things around.

As far as the offerings in the lounge, in the morning they have yogurt, rice cereal, oatmeal, and fresh fruit, which would work for you. They don't do eggs and meats, it's continental.

Midday the offerings are slim, popcorn, gummy bears, Goldfish. You should be able to find some sort of snack.

In the evening, they have fresh fruit again, and cheeses. I'd be careful of the hot appetizer, I think a lot are breaded or made with vinegar.

Desserts could be a problem as well. Have you spoken to anyone from WDW special services yet? That would be your first step.

Again, because this is a health issue, they can't make some of these calls for you. YOu need to proactively make them yourself.

Anne

Wow, Anne, this is great (I have this allergy, too!). I haven't been to most of the WDW restaurants while on vacation--but I guess it wouldn't hurt to be proactive and ask about what the chefs could make. I hadn't considered it. I usually just bring my nutritional shakes and oftentimes lose weight at WDW--which I don't mind

 

[ducklite]

Wow, Anne, this is great (I have this allergy, too!). I haven't been to most of the WDW restaurants while on vacation--but I guess it wouldn't hurt to be proactive and ask about what the chefs could make. I hadn't considered it. I usually just bring my nutritional shakes and oftentimes lose weight at WDW--which I don't mind

Glad to help! My friend is allergic to wheat (not just gluten) and latose intolerant and we've been to WDW twice--she's eaten with great success, and only once gotten ill (and I'm not convinced it wasn't something she "snuck" tha she shouldn't have.

At all the Italian restaurants with advance notice they'll make rice pasta. At Hoop De Doo they made her grilled chicken with a raspberry glaze (I think--it was a LONG time ago) and an incredible fresh fruit platter. I can't even recall everything else, but she ate well and never went hungry, and was accomodated everywhere by giving advance notice!

I also have food allergies (serious tree nut, peanut, scallop, and coconut allergies and a soy sensitivity--I can have small amounts only) and have successfully eaten everywhere except Boma at dinner time. They will bend over backwards to work with you!

Next trip--gain five pounds--it will be worth it!

Anne

 

[Lives4Disney]

To the OP: there is a sign that states one alcoholic beverage per person or something like that. Pretty clear to me. I don't understand why you think the rules should be differrent for you.

I think the staff avoids putting things in rooms until after guests are actually in them. Rooms do get changed and it would have been far worse if the hat ended up on someone else's head.

Big bagel, little bagel, sliced or not....geesh. Perhaps you would be happier traveling with private staff.

Sorry but this thread is nuts.

Don't stay club level to save money....it WILL not happen. Don't expect the staff to kiss your feet or become your new best friends. There job is to be unobtrusive except when you approach them.

And I agree with manning.

Wow, that just sounds kind of harsh. The OP was treated rudely.

I was just at the Poly and didn't notice any sign stating one drink. I am not a drinker so I wasn't looking, either. I have seen people treat the lounge like a bar so it is hard to believe they actually follow any one drink rule. I was also just at the BWI and GF and had ordered items from IPO that were in my room upon arrival. This has always been the case, even at my first Poly stay. I don't think that is unrealistic expectation. I think the CMs at all the Disney resorts could use a manners class. They get crabby. They are in a public service profession by choice and need to learn control those negative feelings. If I or my husband treated customers or coworkers in a snarky way, we wouldn't get very far....It is unacceptable. I think Disney has lowered their standards big time.

To the OP, I understand where you are coming from. It is the WAY you were TREATED and spoken to. I have stayed at the Poly twice and the CMs were not nice to me and my family, either. I got the eye roll when I asked for a juice box for my 4 yr old. I understand...... The worst was the concierge staff on both visits. I just stayed away from the lounge staff on this second trip and actually could have used some concierge help, but the CMs available were not knowledgeable or helpful. Who needs to be huffed at or have eyes rolled at them. I am in a good mood 'cause I am on vacation at my favorite place - don't need that negative treatment. I have not run into the two concierge CMs pictured above ever. It seems there must be some good ones, I just haven't met them. I enjoy the Poly for many reasons but the CMs are not one of them.

Sorry you seem to be getting bashed. I don't think anybody has a right to cut down somebody else's post regarding their disappointments. We all read such FABULOUS reviews on these boards, when things don't go FABULOUSLY for us, of course it will be a let down.

Lives4Disney

 

[hentob]

Guess they had your number. May still do. I understand they have one heck of a historical database. The Poly may be your favorite, but now you may not be their favorite guest.

Can anyone else confirm this about the Poly Database?

 

[rie'smom]

Dear Mom2Rae,
For some reason people take WDW way too seriously. You can't write a negative comment w/out being flamed. If you were treated like this anywhere else most of these posters would be outraged but because it's WDW- how dare you!! I for one appreciate your honesty. Most people who pay more eg. concierge do expect extra niceties and at most hotels you would get staff who" go the extra mile". WDW doesn't,for the most part, feel the need to do this. Many posters have complained in recent months of rude CMs-maybe it's just a sign of the times-I hope not. Staff can make such a huge difference on a vacation. That's why I was so impressed @ CSR this summer. I notice things like good manners and a good attitude. It shouldn't be you getting flamed but the rude inattentive staff. Just my 2 cents.

 

[FSUGrad97]

Dear Mom2Rae,
For some reason people take WDW way too seriously. You can't write a negative comment w/out being flamed. If you were treated like this anywhere else most of these posters would be outraged but because it's WDW- how dare you!! I for one appreciate your honesty. Most people who pay more eg. concierge do expect extra niceties and at most hotels you would get staff who" go the extra mile". WDW doesn't,for the most part, feel the need to do this. Many posters have complained in recent months of rude CMs-maybe it's just a sign of the times-I hope not. Staff can make such a huge difference on a vacation. That's why I was so impressed @ CSR this summer. I notice things like good manners and a good attitude. It shouldn't be you getting flamed but the rude inattentive staff. Just my 2 cents.

I don't think it was the negative review that rankled some, but the OP's comments that implied that Disney had been less than honest with them when they (the OP) had not done their research.

 

[maxiesmom]

I think we all expect a little more when we pay for concierge, it is supposed to be nicer! And I think that if my first interaction was with a CM arguing with me I would probably get a little moody (not saying the OP did!) And why not get your daughter a small bagel if they were available unless they wanted to be petty? Who is paying whoes salary here? The OP is there on vacation, the concierge staff is there to make it nice for her. And it sounds like they did a lousey job of it. The OP has nothing to apologize for. It is not here job to be quiet and take what the staff dishes out.

 

[Dislifer]

I was so excited to go and figured the price would be well worth it...WRONG.

First off, the concierge staff was rude. I paid cash for our park hoppers when we got there and because I had two different reservations she wanted me to check back in the next day and have a park hoppers be on our room key cards...I told her I wanted to go ahead and get the park hoppers since my 5 year old daughter is going to want to hit the parks running first thing in the morning..she kept INSISTING that I do the park hopper HER way until I finally said 'GET OVER IT ALREADY". After she checked me in she handed me the lais and goes "Here"....gee, thanks for the warm hawaiian welcome.

I had arranged prior to checking in that a Mickey hat with my daugher's name on it be in the room along with a Mickey and Minnie plush...NOT IN THE ROOM. I was pissed. They said their runner was sick and couldn't get to it...it was later put in the room.

The room was clean and new and all but I thought a bit dark. And you can't turn off the exhaust fan in the bathroom and I got sick of hearing that thing run. I miss the old canopy's over the beds. The TV is nice if you don't have to turn it up loud..the sound will crack if you do. And the bathroom showerhead.....it's so low that I thought it was a Candid Camera trick! I'm 5'2 and I had trouble with it....my poor husband almost had to shower on his knees!

The concierge food offerings got old real quick. The morning was nothing more than continental and waaaay too many sweets for kids. The afternoon was the biggest let down...pretzels, nuts, gold fish and salsa and chips..not even PB & J's for the kids. Evening fare was better..at least something hot for a change but you feel like a 16 year old trying to get anything alcoholic. You have to "ask" for a beer and you can't get more than one without proof that your spouse is in the room and you're getting one for her/him..so ID of some sort is required...WHAT? I don't care if I want 6 beers at once...I'm paying $500 a night for this?? Please..

The staff was nothing special. I had grand illusions of staying CONCIERGE and there is nothing grand about it or the staff. They barely talked. One morning they had these HUGE bagels and I heard one customer ask for a small one for her daughter and the staff member got it for her..so I then asked for one for my daughter and she goes "When the big ones are all gone we'll be putting the little ones out"...I then told her that my daughter shouldn't have to wait for 20 more bagels to be eaten before she could eat something appropriate for her size. Then the small bages had no slice in them..people were pulling them apart with their fingers making a total mess of their bagels....we were all laughing about it.

I love the Poly and have stayed there many times but will never pay for concierge again...it's simply not worth it.

Michelle:

I totally agree with you! I stayed for 10 days last year and I was not impressed! First of all, I stayed in lagoon view/conceirge room and my first room; we couldn't see anything...just palm trees. I asked to change and was accomodated. I figured spending all that money...I wanted to see the castle!!!
The service was ok, the conceirge ok....no complaints...but it just wasn't as great as I expected. When I read all the boards, I guess I was just expecting too much.
Oh well, live and learn!

 

[SeaSpray]

Just for informational purposes, I want to show where the sign is, regarding the liquor policies. You can see it in this picture, it's the white sign with the fall looking decorations around it, down the far end of the counter, right where the wines are, and where the CMs hand out the beer:

A close-up (I wanted to show which liqueurs were available), you can see some of the wording in this shot; "...each person must be present to be served..." There is also wording about having proper ID, and also serving only 1 drink to a person at a time.

Again, I just wanted to share these pictures (they were already on my web site), just so that in the future, guests will be aware of it. I did see this sign out at all times, even in the mornings and afternoons when they don't serve liquor.

I think the DIS boards are great because personally I like to read all reviews, including negative ones. For whatever reason, I am always sorry to hear when someone did not have the trip they hoped to have.

 

[hentob]

First off, the concierge staff was rude. I paid cash for our park hoppers when we got there and because I had two different reservations she wanted me to check back in the next day and have a park hoppers be on our room key cards...I told her I wanted to go ahead and get the park hoppers since my 5 year old daughter is going to want to hit the parks running first thing in the morning..she kept INSISTING that I do the park hopper HER way until I finally said 'GET OVER IT ALREADY".

I don't know if I would have said "Get Over it...", but I would have been very angry in that situation. Why would she keep insistingyou do it her way? Even though it would be a burden to you to chech in twice, just to make her job easier? You are the one that paid THOUSANDS for the vacation--You should be able to do what is easiest to you, as long as it is legal. I would have asked for a manager at that point and stopped dealing with that particular CM.

We also did Poly Concierge in the past. Some CM's were lovely, others were very haughty. They acted as if they were doing you a favor by allowing you to eat the food in the lounge. We only snacked there (too many AWESOME restaurants to miss by filling up on Lounge Food), but it seemed like some of the CM's were not happy to even have ANYONE in the lounge.

Believe it or not, our best concierge service came from the Beach Club--And I have heard very lukewarm reviews on that