Concierge/Club Level Information - Part II (Sept 2009)

[lovesdumbo]

Just returned from 5 nights at the Poly CL. Having had exceptional service at the BWI & BC CL I would never return to the Poly CL again...maybe a regular room but not the CL.

The staff seemed to want to be somewhere else. The lounge was not clean & the offerings were very limited compared to what you get at the BWI & BC. One night we came back at 9:15pm & there were literally 6 little cupcakes out. I asked the CM if we had missed the dessert & she said "No we ran out."...then proceeded to tell the man next to me that he had "7 minutes so take what you want now." Huh????

We had an issue with IPO whereby (it's a long story) I had to call dining to correct an error that the CM just did not want to bother with. It took me 20 minutes to clear up something she just did not want to handle. Maybe we just got some crabby people or bad luck because I have read such nice things about the CL.

The boat to MK is a dream, the monorail to Epcot was great & watching Wishes from the lounge was wonderful but I would not stay CL again.



JMVHO
YMMV

I am so sad to hear this. Their service seems to have highs & lows-they get poor, folks complain, they get better. I'm so sorry to hear that you hit them on a low. We had pretty good luck with the CM's when we were there last summer. There was one CM who was extreemly nice to the kids-we borrowed several movies and mostly dealt with her. The only time I really asked for assistance was the morning we went fishing at 7am. When we got off the boat we asked if they could make us a breakfast ADR at Kona or OHana and they told us to just walk over there ourselves. I will say I was pretty disappointed in the lack of variety for breakfast-especially when compared to what they offered in the past or AKL CL in Jan 09 & Jan 10. We never had an issue with them running out of desserts. With the new more expensive TPV category I don't see myself returning to Poly CL any time soon.

Hope I love BWI CL next month!

 

[goodferry]

We made reservations a week ago for GF SL on the Platinum plan in August. I emailed IPO with our requests right away since it is only four months out, how long before I should expect to hear back from them? Thanks

 

[k&a&c'smom]

goodferry - you should have received a response within 24 hours of your email. Did you even get the automated response, stating someone would contact you? Either way, I'd call or email again, and point out that this is your second attempt to contact them.

Be sure to include your reservation number on your subject line, that seems to help the process along.

Good luck, I hope you get a quick response!

 

[RachelTori]

We made reservations a week ago for GF SL on the Platinum plan in August. I emailed IPO with our requests right away since it is only four months out, how long before I should expect to hear back from them? Thanks

You emailed them a week ago and you still haven't heard back? That is NOT acceptable! Did you get the auto-reply email, confirming they received your email? I would immediately send another email; plus I would be on the phone to them by now (phone numbers are in Post #1 in case you need the #). Good luck and let us know what happens.

 

[goodferry]

I did get the automated response. Maybe do they not reply until they have all the requests met? I will try shooting off a second email. Thanks!

 

[mommykds]

I am so sad to hear this. Their service seems to have highs & lows-they get poor, folks complain, they get better. I'm so sorry to hear that you hit them on a low. We had pretty good luck with the CM's when we were there last summer. There was one CM who was extreemly nice to the kids-we borrowed several movies and mostly dealt with her. The only time I really asked for assistance was the morning we went fishing at 7am. When we got off the boat we asked if they could make us a breakfast ADR at Kona or OHana and they told us to just walk over there ourselves. I will say I was pretty disappointed in the lack of variety for breakfast-especially when compared to what they offered in the past or AKL CL in Jan 09 & Jan 10. We never had an issue with them running out of desserts. With the new more expensive TPV category I don't see myself returning to Poly CL any time soon.

Hope I love BWI CL next month!

I am sure you will love the BWI....the staff was great & there was lots to choose from.

 

[RachelTori]

I did get the automated response. Maybe do they not reply until they have all the requests met? I will try shooting off a second email. Thanks!

No, they're supposed to get back to you within about 24 hours to acknowledge your requests. They usually offer some suggestions for tours, etc. or at least let you know that they will be happy to assist you. Plus, if you're under 180-days, they should have made all your ADRs by now and gotten back to you with a completed itinerary.

 

[goodferry]

I did call and spoke to a wonderful gentleman at the GF IPO, he said that there was a note in the system that they just needed credit card info from us to make the reservations I requested, but an email wasn't sent asking for it. He too seemed to think that was wierd.
All is good now, though, I gave him my cc info, so if I don't hear from them tomorrow, I will call again to make sure they don't need anything else. Thanks for suggesting I call, I hate to be a nuisance, but it's a good thing I did!

 

[mommykds]

Ok just to give you an example...this is the way the CL looked every night during the "dessert" offerings at the Poly.

This is what dessert looks like at the BWI. There would be 3 or 4 plates like this in the lounge that were constantly replenished.

 

[f15robyn]

I did call and spoke to a wonderful gentleman at the GF IPO, he said that there was a note in the system that they just needed credit card info from us to make the reservations I requested, but an email wasn't sent asking for it. He too seemed to think that was wierd.

Goodferry, the CR and GF share a IPO office. This happened to me back in August. It took me calling them to find out that they were "just waiting for my cc number" to actually book the tours/dinners. Good thing I (and you) didn't wait too long to hear back from them).

On the other hand, I booked a trip in Feb and this year they emailed me right back to tell me they needed my cc number (I knew they would, but I don't put cc numbers in any emails).

So I think it's a "somtimes" issue with the GF/CR IPO.

 

[goodferry]

I am so sad to hear this. Their service seems to have highs & lows-they get poor, folks complain, they get better. I'm so sorry to hear that you hit them on a low. We had pretty good luck with the CM's when we were there last summer. There was one CM who was extreemly nice to the kids-we borrowed several movies and mostly dealt with her. The only time I really asked for assistance was the morning we went fishing at 7am. When we got off the boat we asked if they could make us a breakfast ADR at Kona or OHana and they told us to just walk over there ourselves. I will say I was pretty disappointed in the lack of variety for breakfast-especially when compared to what they offered in the past or AKL CL in Jan 09 & Jan 10. We never had an issue with them running out of desserts. With the new more expensive TPV category I don't see myself returning to Poly CL any time soon.
Hope I love BWI CL next month!

I am sure you will have a great trip to BWI cl next month, we love the lounge and the staff there! While we have never had a huge problem at the Poly CL, they do seem to be the most inconsistent.

 

[lovesdumbo]

I am sure you will have a great trip to BWI cl next month, we love the lounge and the staff there! While we have never had a huge problem at the Poly CL, they do seem to be the most inconsistent.

Thanks! I'm really looking forward to trying it!!!

 

[RachaelA]

I don't understand why some IPO offices are dropping the ball on getting back to people especially about credit card info

Our first AKL CL trip, Don actually called us. Our 2nd AKL trip, he emailed me right away asking that I call as soon as possible to give our credit card info.

 

[bottles]

Good morning! I'm new to the whole CL thing and am trying to decide whether to keep our reservation this November at the Beach Club, where we're booked CL-Lagoon View, or switch to the Boardwalk CL. We're only two adults, and what's really giving me pause is that I'm not sure how much use we'll be getting out of Stormalong Bay. Something I was looking forward to about traveling in November was that I'd actually be able to straighten my hair and that will be moot if we're in the pool all the time. That highly important issue aside, we're taking a shorter trip than we're used to, which will also cut into our pool time.

We're also planning on going back for two weeks September 2011, so it might be a better time to try the BC then, but I'm just not sure. Is there anyone who's had experience with one or both or has chosen between the two and can offer me some insight?

Thanks,
Katie

 

[johnsonet]

I don't understand why some IPO offices are dropping the ball on getting back to people especially about credit card info

Our first AKL CL trip, Don actually called us. Our 2nd AKL trip, he emailed me right away asking that I call as soon as possible to give our credit card info.

Because some people are better at their jobs than others. Don happens to be the BEST BC CL has been really awesome too. I've had Poly and GF IPO offer up very spotty service over the past few years.

 

[Little Lulu]

Because some people are better at their jobs than others. Don happens to be the BEST BC CL has been really awesome too. I've had Poly and GF IPO offer up very spotty service over the past few years.

ITA!

Don is the cream of the crop! He was pulled from the RPC to go and head up the AKL CL when it opened, it is his baby.
Wish he could be cloned, he is THAT goooood!

 

[johnsonet]

ITA!

Don is the cream of the crop! He was pulled from the RPC to go and head up the AKL CL when it opened, it is his baby. Wish he could be cloned, he is THAT goooood!

I didn't know that! He is wonderful. Just a really special person.
Do you remember a girl at BWI IPO named Alana? She was SO good too. This was maybe 2003/2004/2005-ish. Also Andrea at AKL IPO?

As I said before, I've had a wonderful experience w/ BC IPO (I know YC/BWI/BC share IPO...) BC seems to be a VERY well-run resort. We just received a letter informing us about the SAB slide closure in May. Although the news is a bit disappointing, I am impressed that they sent out a letter! Can't wait to experience CL there

 

[roomthreeseventeen]

Joe at GF is by far the best CM. I'm so glad he's in concierge!

 

[kaffinito]

Just returned from 5 nights at the Poly CL. Having had exceptional service at the BWI & BC CL I would never return to the Poly CL again...maybe a regular room but not the CL.

The staff seemed to want to be somewhere else. The lounge was not clean & the offerings were very limited compared to what you get at the BWI & BC. One night we came back at 9:15pm & there were literally 6 little cupcakes out. I asked the CM if we had missed the dessert & she said "No we ran out."...then proceeded to tell the man next to me that he had "7 minutes so take what you want now." Huh????

We had an issue with IPO whereby (it's a long story) I had to call dining to correct an error that the CM just did not want to bother with. It took me 20 minutes to clear up something she just did not want to handle. Maybe we just got some crabby people or bad luck because I have read such nice things about the CL.

The boat to MK is a dream, the monorail to Epcot was great & watching Wishes from the lounge was wonderful but I would not stay CL again.



JMVHO
YMMV

I feel the same way you do about Poly CL.

I thought the lounge offerings were a bit skimpy, the desserts lacking, and the staff upstairs with the exception of Chef Dick was unfriendly and very lackluster. We had stayed at BWI CL over NYE and loved that CL experience! I was expecting the Poly to be at least on par with BWI and was disappointed that it wasn't even close. The staff downstairs, Allison and Lawrence, were wonderfully helpful and organized. Too bad the rest of the staff wasn't that great.

Now the AKL CL is another situation entirely - so far I'm having a great time here! I haven;t quite decided whether or not I like it as well as BWI CL, but maybe the location of the lounge in relation to the rooms has something to do with that. The food is great though!

 

[johnsonet]

I feel the same way you do about Poly CL.

I thought the lounge offerings were a bit skimpy, the desserts lacking, and the staff upstairs with the exception of Chef Dick was unfriendly and very lackluster. We had stayed at BWI CL over NYE and loved that CL experience! I was expecting the Poly to be at least on par with BWI and was disappointed that it wasn't even close. The staff downstairs, Allison and Lawrence, were wonderfully helpful and organized. Too bad the rest of the staff wasn't that great.

Now the AKL CL is another situation entirely - so far I'm having a great time here! I haven;t quite decided whether or not I like it as well as BWI CL, but maybe the location of the lounge in relation to the rooms has something to do with that. The food is great though!

Hey kaffinito I'm so sorry Poly CL wasn't that great. We've stayed twice and loved it. I know how it goes, though... Isn't AKL CL divine? I just love the Lodge so much. I can understand about the 4th floor rooms not being the most convenient but personally I don't mind the trek to the lounge. Are you very far down Kudu or Zebra? Or not too bad? Have you been using the "secret" stairway to the lounge?
HAVE FUN!!