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

[WendyisDarling]

Very well written and some excellent points, Coopersmom. That should be sent to Disney communications!

On my survey response I wrote about the food problem and that I understood that perhaps they felt people were taking too much food, but that is their (meaning Disney) problem. When they decide to just not provide additional it does not allow me to partake at all so they are dumping their problem onto me.

As far as the light supper, I know of many who eat like that. In fact, one evening we did manage evening apps. they served meatballs. I had two and they were quite filling. Add some fresh veggies and dip, cheese and crackers and for some it could be a light supper. We had a late dinner reservation, so it was nice.

I agree the empty soda cooler is not acceptable. I usually drink one soda a day at most as does my DH. We started taking two cans to our room to save for later after breakfast. That's pretty sad. Maybe a lot of us were taking what we would use for the day to our rooms to ensure it was available.

I also don't like the "unknowns" behind the counter. I didn't know they still had yogurt for two days. Last year I did specifically hear CM's complaining of guests asking for too many. If they don't want to put them out,OK but maybe have a nice sign that says "Available Upon Request" and a list (including the chocolate chip cookies ).

2005 was our first Disney trip and Poly CL stay. It was so different. I recall we arrived around 10 am and the CM's told my boys to go on up to the lounge as there would still be breakfast available. Yes, there was. It was a little after 10 and things were plentiful. They had orange/guava juice near the check in desk (I don't remember them having it there this year). CMs were so nice and told us about snacks that were out. They seemed to enjoy serving us. They picked up plates from tables. Chef Dick was great and his artwork was such fun. The cooler was never empty. Wish they would provide that level of service again.

I hate that my post has worried others and the comments that have followed compound the problem. I suppose it is better to have a realistic expectation. But, with that expectation I don't want anyone to think it is horrible. We had a nice stay and enjoyed our trip. Lots of good things, just the lounge was disappointing. I hope it improves.

 

[KimDis]

I noticed the lack of many sodas in the cooler at Sugar Loaf a few weeks ago. Seems a shame the consistency isn't there. The fridge in the Kilimanjaro Club was always fully stocked last year.

I'm going to try to write an email as well. I was such a huge fan post last year's Club Level stays. Maybe if we all send positive encouragement it will help.

 

[CR Resort Fan 4 Life]

Here is something a lot of people might not know about what happens to the food offerings in the lounges that are not eaten once it's all taken away. At the end of the night it all gets thrown out and wasted. We once asked the Contemporary Club Level Cast Members why don't they give them to a food bank or something? We were told they use to do that however someone eating their food got sick and the food bank sued WDW. Well because of that they stopped giving them the left over food. Now say what you want about guests taking to much food and etc, I personally would rather see that happen and not see it all get thrown in the garbage. So while we are in the lounge we will eat what we can within reason, but if we go up and get a 2nd or 3rd plate I don't see the harm. Also I am friends with a someone who works in the Contemporary kitchen making the food offerings for the Atrium Club and Tower Club and he told me there are no plans for their food offerings to be reduced.

 

[KimDis]

I have a question for folks who've stayed CL in late July moving forward.

When I asked for a bottle of Evian at Sugar Loaf one afternoon (3rd week of July) I was told they were phasing out the Evian bottles & only keeping this new brand in the lounge. I'm sorry I forgot to record the brand. It was good though.

Did anyone else notice this recently?

 

[rie'smom]

Each Deluxe already has its own FAQ thread where you should be able to find Club Level information specific to that resort. The intent here is general questions/discussions/reviews about staying Club Level at WDW.

Thank-you.

 

[dclfun]

When we checked in for our AK CL stay last December we were specifically told about the changes in the lounge. They weren't kidding! We'd stayed there numerous times in the past and the changes were shocking. As others have mentioned, the plates are little saucers to encourage you to take less, and the evening offerings were the same every night, save two teeny appy's. The desserts were not replenished so unless you were there right when they put them out, you would be lucky to get a cookie. They ran out of some of the cordials and they weren't replenished either. At least we didn't have to ask for yogurt, sodas, beer, or chocolate milk. I remember the good ole days-shrimp and Durbin chicken skewers, food demos done in the lounge, wonderful soups. We never used the lounge for a meal, other than a continental breakfast, but I thought the varied food offerings were part of the CL experience. I'm very disappointed as we bought lots of points at AKL just to be able to stay CL and enjoy what we were used to in the lounge, only to have it taken away.---Kathy

 

[cyndisun]

I have a question for folks who've stayed CL in late July moving forward.

When I asked for a bottle of Evian at Sugar Loaf one afternoon (3rd week of July) I was told they were phasing out the Evian bottles & only keeping this new brand in the lounge. I'm sorry I forgot to record the brand. It was good though.

Did anyone else notice this recently?

I'd be interested to know what the new brand is. I never thought I'd be a water snob but Evian has a strange taste to me.

 

[canadianmickey13]

Over the last few years, we had disappointing club level stays at several of the resorts. Nothing awful just a combination of inattentive/disinterested staff and rather pedestrian or insufficient offerings in the lounges.
We decided to give club level one last try for our trip this past March and stayed RPC at the GF for the first time. I have to say that we found it MUCH better than the other resorts. The food offerings were plentiful -- they were constantly replenishing things and never ran out. And, no, you didn't need to go early (lining up at 4:30 for food sounds awful!). We never went before 5:30 or 6 and that time was fine. The mid-day snacks were more substantial than the chips and pretzels in the other lounges. The staff was always very helpful and the lounge was always clean. They were always picking up dirty plates and cleaning empty tables right away. My wife enjoyed the afternoon tea service and the first afternoon I asked for a beer and every afternoon after that when we were in the lounge they brought me one without my having to ask.
Now, given that we paid about $300 extra a night to be in RPC this level of service should be a given. Still, Disney does not do club level as well as some other hotels. We often stay in Fairmont Gold and for us they define what club level service should be. We're back at RPC for our Christmas trip so I'm hoping they maintain the same level of service. I don't think we'll stay club level again at Poly, AKL or the Yacht Club.

 

[momatater]

Over the last few years, we had disappointing club level stays at several of the resorts. Nothing awful just a combination of inattentive/disinterested staff and rather pedestrian or insufficient offerings in the lounges.
We decided to give club level one last try for our trip this past March and stayed RPC at the GF for the first time. I have to say that we found it MUCH better than the other resorts. The food offerings were plentiful -- they were constantly replenishing things and never ran out. And, no, you didn't need to go early (lining up at 4:30 for food sounds awful!). We never went before 5:30 or 6 and that time was fine. The mid-day snacks were more substantial than the chips and pretzels in the other lounges. The staff was always very helpful and the lounge was always clean. They were always picking up dirty plates and cleaning empty tables right away. My wife enjoyed the afternoon tea service and the first afternoon I asked for a beer and every afternoon after that when we were in the lounge they brought me one without my having to ask.
Now, given that we paid about $300 extra a night to be in RPC this level of service should be a given. Still, Disney does not do club level as well as some other hotels. We often stay in Fairmont Gold and for us they define what club level service should be. We're back at RPC for our Christmas trip so I'm hoping they maintain the same level of service. I don't think we'll stay club level again at Poly, AKL or the Yacht Club.

Thanks for the review! I'm feeling better about RPC and I will report here my experiences when we return!

Now back to our regularly scheduled thread.....

 

[mommykds]

Here are some pictures of the BC CL from last week.

Breakfast

Desserts

 

[nala1128]

We have stayed at WL CL and Poly CL on previous trips. I liked WL, but found the offerings in CL to be sparse compared to what was at the Poly. We are presently booked again at Poly CL, but I have always wanted to stay at Beach or Yacht club. ( I have proposed a split stay to my DH, but he thinks it is inconvenient to change resorts mid-trip). Looks like the YC CL is available during our travel dates.
Some things we like about Poly are the pool/slide, view of MK from the beach and the close proximity of the Hawaii building to the pool.
We are a family of 4... myself, DH, DD(10) and DS(9)....Please share your opinions, thoughts, advice, etc....

TIA

 

[SeaSpray]

I'd just like to throw in a positive CL review. We were at the Polynesian CL the first full week of July. We have nothing negative to say about this. It (the lounge and the food offerings) served the purpose. A couple of mornings we had breakfast there, several afternoons we stopped in for sodas and snacks, and almost every evening we stopped in for the evening appetizers. The glass pitcher of the Polynesian Punch was replenished often, as soon as it was getting low, another was brought out.

The ONLY time that I saw anything lacking was our first night there, which was July 5th, and it was around 9pm and there was a single plate out with literally 2 tiny M&M tart-looking things. I didn't want dessert, just something to drink, but I did observe that sad looking plate just sitting there. LOL

The wines and cordials were always replaced if the bottles were emptied... hmmm...trying to think of anything else...

This was our 6th time staying Polynesian CL and it seemed not too much different than any other time, except this time many of the desserts were "fancier". LOVED the tiramisu in the shot glass!

Your mileage may vary, of course, but just wanted to share a recent positive experience.

 

[coopersmom]

I'd just like to throw in a positive CL review. We were at the Polynesian CL the first full week of July. ...
Your mileage may vary, of course, but just wanted to share a recent positive experience.

Thank you very much. I just wanted to let you know I really value hearing all opinions. I do think it's true that people who have a disappointing experience are more likely to take the time to write it up and post (it's human nature, and I know it's true in my case) than those who have a satisfying one, so I just wanted to make sure you know your time and effort were appreciated.

Happy to check back into the thread and see the above.

 

[jdd]

I'd just like to throw in a positive CL review. We were at the Polynesian CL the first full week of July. We have nothing negative to say about this. It (the lounge and the food offerings) served the purpose. A couple of mornings we had breakfast there, several afternoons we stopped in for sodas and snacks, and almost every evening we stopped in for the evening appetizers. The glass pitcher of the Polynesian Punch was replenished often, as soon as it was getting low, another was brought out.

The ONLY time that I saw anything lacking was our first night there, which was July 5th, and it was around 9pm and there was a single plate out with literally 2 tiny M&M tart-looking things. I didn't want dessert, just something to drink, but I did observe that sad looking plate just sitting there. LOL

The wines and cordials were always replaced if the bottles were emptied... hmmm...trying to think of anything else...

This was our 6th time staying Polynesian CL and it seemed not too much different than any other time, except this time many of the desserts were "fancier". LOVED the tiramisu in the shot glass!

Your mileage may vary, of course, but just wanted to share a recent positive experience.

So glad to hear it! I agree that everyone has a different experience. Maybe it's good to hear a bad review once in a while, so expectations aren't too high

 

[trebor218]

May I just make an observation? Why do so many of we Disney fans treat the company like a valued old family member and hesitate to make our complaints and observations known to management. Disney is a giant company that makes policy based on a profit motive. When we pay for Club Level service and amenities that is what we should receive, ALWAYS !!!!
It is the hotels job to keep the lounge fully stocked. It is the hotels job to give the best service, service that is even better than the standard. That is what they are selling. Do not be a patsy, complain. Do it nicely. Do it immediately and if you do not get satisfactory response go to the top, the hotel manager. Hotels make huge profits on these kind of "special services" and if we are willing to pay the extra for them we should get them. It does not matter if some people try to take advantage, believe me their is plenty of wriggle space in the hotels budget to make up for any extra food , water , pop or anything else that is supposed to be part of Club Level amenities.
Please do not get sidetracked with arguments about how guests should behave, it is all about how the hotel and its staff should behave.
I think Disney is responsible for creating this problem with discounts, free dining and other promotions that cram the hotels with people on strict budgets who need to stretch Club level into something it was not designed to accommodate. Please do not flame me. I am not judging anyone, everyone is entitled to the best vacation they can afford. It is Disney that is creating this situation and as top paying guests we need to hold them accountable. We are spending the money we have the power.
Whew! what a rant!
You see I am going to the YC at CL in Sept. and have spent a fortune in hard earned money and I want to get full value. Am I alone in feeling this way?

I know they weren't directed at me! And I completely agree with you!!

I think I'm just a little on edge about our upcoming trip...worried about the latest reports about the various CL "bad" experiences!
After many years of staying CL (or concierge, as they used to call it), I have noticed more and more of the Disney cut backs and I don't approve at all!!! I have complained to managers, with mixed results. My DH and I actually had a conversation a bit ago about possibly having to get in line at 4:30 to "guarantee" getting food offerings and he was like "NO WAY! The manager will hear from me for sure, and if they don't listen, I'll go higher". Now I'm talking about a man that has to be the most laid back person I've ever met. But when it comes to paying for a specific service, and spending hard earned money, he won't except it. So truely, I do understand where you're coming from....we are definately on the same page!!!

 

[Tess]

May I just make an observation? Why do so many of we Disney fans treat the company like a valued old family member and hesitate to make our complaints and observations known to management. Disney is a giant company that makes policy based on a profit motive. When we pay for Club Level service and amenities that is what we should receive, ALWAYS !!!!
It is the hotels job to keep the lounge fully stocked. It is the hotels job to give the best service, service that is even better than the standard. That is what they are selling. Do not be a patsy, complain. Do it nicely. Do it immediately and if you do not get satisfactory response go to the top, the hotel manager. Hotels make huge profits on these kind of "special services" and if we are willing to pay the extra for them we should get them. It does not matter if some people try to take advantage, believe me their is plenty of wriggle space in the hotels budget to make up for any extra food , water , pop or anything else that is supposed to be part of Club Level amenities.
Please do not get sidetracked with arguments about how guests should behave, it is all about how the hotel and its staff should behave.
I think Disney is responsible for creating this problem with discounts, free dining and other promotions that cram the hotels with people on strict budgets who need to stretch Club level into something it was not designed to accommodate. Please do not flame me. I am not judging anyone, everyone is entitled to the best vacation they can afford. It is Disney that is creating this situation and as top paying guests we need to hold them accountable. We are spending the money we have the power.
Whew! what a rant!
You see I am going to the YC at CL in Sept. and have spent a fortune in hard earned money and I want to get full value. Am I alone in feeling this way?

No you're not. . . I couldn't agree more and I never make apologies when Disney drops the ball at its resorts--especially when you are paying the kind of money it gets for CL.

 

[RachelTori]

May I just make an observation? Why do so many of we Disney fans treat the company like a valued old family member and hesitate to make our complaints and observations known to management. Disney is a giant company that makes policy based on a profit motive. When we pay for Club Level service and amenities that is what we should receive, ALWAYS !!!!
It is the hotels job to keep the lounge fully stocked. It is the hotels job to give the best service, service that is even better than the standard. That is what they are selling. Do not be a patsy, complain. Do it nicely. Do it immediately and if you do not get satisfactory response go to the top, the hotel manager. Hotels make huge profits on these kind of "special services" and if we are willing to pay the extra for them we should get them. It does not matter if some people try to take advantage, believe me their is plenty of wriggle space in the hotels budget to make up for any extra food , water , pop or anything else that is supposed to be part of Club Level amenities.
Please do not get sidetracked with arguments about how guests should behave, it is all about how the hotel and its staff should behave.
I think Disney is responsible for creating this problem with discounts, free dining and other promotions that cram the hotels with people on strict budgets who need to stretch Club level into something it was not designed to accommodate. Please do not flame me. I am not judging anyone, everyone is entitled to the best vacation they can afford. It is Disney that is creating this situation and as top paying guests we need to hold them accountable. We are spending the money we have the power.
Whew! what a rant!
You see I am going to the YC at CL in Sept. and have spent a fortune in hard earned money and I want to get full value. Am I alone in feeling this way?

No flames and IMO you make some very valid points.

 

[bluejasmine]

May I just make an observation? Why do so many of we Disney fans treat the company like a valued old family member and hesitate to make our complaints and observations known to management. Disney is a giant company that makes policy based on a profit motive. When we pay for Club Level service and amenities that is what we should receive, ALWAYS !!!!
It is the hotels job to keep the lounge fully stocked. It is the hotels job to give the best service, service that is even better than the standard. That is what they are selling. Do not be a patsy, complain. Do it nicely. Do it immediately and if you do not get satisfactory response go to the top, the hotel manager. Hotels make huge profits on these kind of "special services" and if we are willing to pay the extra for them we should get them. It does not matter if some people try to take advantage, believe me their is plenty of wriggle space in the hotels budget to make up for any extra food , water , pop or anything else that is supposed to be part of Club Level amenities.
Please do not get sidetracked with arguments about how guests should behave, it is all about how the hotel and its staff should behave.
I think Disney is responsible for creating this problem with discounts, free dining and other promotions that cram the hotels with people on strict budgets who need to stretch Club level into something it was not designed to accommodate. Please do not flame me. I am not judging anyone, everyone is entitled to the best vacation they can afford. It is Disney that is creating this situation and as top paying guests we need to hold them accountable. We are spending the money we have the power.
Whew! what a rant!
You see I am going to the YC at CL in Sept. and have spent a fortune in hard earned money and I want to get full value. Am I alone in feeling this way?

Well said! I completely agree! I am not one to just take it I have already sent an email to WDW about the reports Im reading and like I have said before I will sit down with management if I see things that need to be called to their attention, we do pay ALOT of hard earned money to stay CL! Just like the whole Poly beach thing... Dont even get me started, i voted on that thread but didnt type out anything b/c I didnt want to start a fight..

 

[brunette8706]

Please understand, my comments are not/were not directed at you. (I'm really not arguing with you either. Really.) And, heck, I've never even BEEN to a Disney resort yet, so what do I know? But I am booked for a club level stay at the Polynesian and the most recent comments and reviews really worry me.

Of course if you have the expectation that a three course dinner (meat and two veg) will be available, that's out of line. But I don't think it's at all unreasonable to expect to be able, if you feel like it, to eat more than one appetizer. If that's enough, for you, for your "dinner," that should be your prerogative, as you are paying for it. And you should be able to do without death stares/comments from your fellow guests or employees.

I often just order appetizers at a restaurant if I'm not overly hungry and we frequently have cheese, crackers and apples for dinner at my house. Some might not consider that "dinner" (and I probably wouldn't offer it to a guest at my table as such), but that's how I'm, quite happily, using it.

To blame other guests (meaning the reports of cast members doing so) or expect people to line up prior to service in order to get anything is NOT reasonable. Do you pay for other Disney buffets only to be told, once you get there, that they ran out of food but kept your money? Or other people ate too much so there's none for you and you should just blame them for it?

To pit guest against guest is cheap and tacky. Period.

And the unrefilled drinks fridge reports bother me too. Those cans of soda cost Disney next to nothing and are a nice perk of the club level that could definitely keep people happy. Can you imagine what people would say if they "ran out" of soda for their bought-and-paid-for refillable mugs? The ones that are supposed to have unlimited refills?

The all-you-care to eat concept inherent in a buffett-style service will always have some taking too much, but that's balanced (and then some), by those who take little or nothing and should NOT be a paying guest's concern.

Can you imagine any employee berating you for not finishing a hot dog you purchased in the park? Hey, I'm all for not wasting food, but I think where I'm stuck is that people act like the club-level food is "free" when, in fact, it's a service we paid for as part of the cost of our room.

Again, I absolutely advocate common courtesy but, frankly, if I, say, drink six diet Cokes a day (and I do, sadly), I think my $160/night club level up-charge more than compensated Disney for that and it's not too much to expect the amenities they advertise to actually be provided.

*
Hi! This is an extremely well written post. I totally concur with EVERYTHING you wrote. Your writing skills are outstanding. Thanks! Brunette

 

[The Marsons]

May I just make an observation? Why do so many of we Disney fans treat the company like a valued old family member and hesitate to make our complaints and observations known to management. Disney is a giant company that makes policy based on a profit motive. When we pay for Club Level service and amenities that is what we should receive, ALWAYS !!!!
It is the hotels job to keep the lounge fully stocked. It is the hotels job to give the best service, service that is even better than the standard. That is what they are selling. Do not be a patsy, complain. Do it nicely. Do it immediately and if you do not get satisfactory response go to the top, the hotel manager. Hotels make huge profits on these kind of "special services" and if we are willing to pay the extra for them we should get them. It does not matter if some people try to take advantage, believe me their is plenty of wriggle space in the hotels budget to make up for any extra food , water , pop or anything else that is supposed to be part of Club Level amenities.
Please do not get sidetracked with arguments about how guests should behave, it is all about how the hotel and its staff should behave.
I think Disney is responsible for creating this problem with discounts, free dining and other promotions that cram the hotels with people on strict budgets who need to stretch Club level into something it was not designed to accommodate. Please do not flame me. I am not judging anyone, everyone is entitled to the best vacation they can afford. It is Disney that is creating this situation and as top paying guests we need to hold them accountable. We are spending the money we have the power.
Whew! what a rant!
You see I am going to the YC at CL in Sept. and have spent a fortune in hard earned money and I want to get full value. Am I alone in feeling this way?

Fabulous post, fully agree with all you have written