I just emailed Poly IPO asking about having Coke Zero and got an immediate response back from Amanda.. She told me no but I could get it at some quick service restaurants in the parks???? Not what I was expecting but... maybe I was asking for too much..
I had a similar experience when asking if diet Dr. Pepper was, or could be made, available. (It's a Coke product.) I was told there was a fridge in my room and I was welcome to "run out to the store" and get some after I arrived. (And I only asked after the welcome email that said, "please let us know if you have any special requests," not because I felt entitled in any way.)
I also inquired about having some balloons delivered to the room and was told to call Disney florist. When I said I just wanted a few basic balloons and a card for my friend's birthday, and not an entire celebration (she's arriving the day after we do, so we'll already be checked into the room), I was told "Disney florist would be happy to help" me with "any size order."
When I asked about Magical Express, I was given the Magical Express number to check on my booking.
After twice being told it was impossible via email, I called and had to basically promise on my life to not be upset in order to get them to send me a sample menu of the lounge offerings so that I could pass it on to my friend. (Her daughter is very particular and she wanted to have a game plan in place for eating.) I even told them why I wanted it, and said I wasn't really asking about specific appetizers or desserts, but simply the more consistent snack and breakfast items she could expect.
The only other "special request" I attempted to make was trying to get a different meal at our Hoop Dee Doo Revue reservation for the same picky eater. I asked only after reading several messages on about this very thing happening "no problem" on the restaurant board (wouldn't have thought of it myself), but was told by IPO that special meals were only, "for allergies and other medical conditions." When I asked, 'But don't they do vegetarian or kosher meals, which are not medically necessary?' I was given the dining line phone number.
And for those that say "be nice" and they'll give you the moon ... That was as close as I've ever come to "arguing" with anyone I've dealt with. All of my emails are "please," "thank you," "sorry to be a pain," "hope you can help" and "we are so excited about our trip," etc. I just can't for the life of me understand why people receive such very different levels of service/responses.
Don't misunderstand, no one I've dealt with has ever been rude or even slightly unhappy ... I just haven't found the IPOs that helpful.
All the information given prior to booking the club level rooms state that the Itinerary Planning Office can help you "plan every aspect of your vacation," handle reasonable special requests and generally make the vacation experience seamless. And yet, all of inquiries, both this time and the last, other than a few bookings (and I made all but one of my own dining reservations), have been met with "call this number and they can help you" ... Isn't that the same level of service I could have received on my own without the additional cost of club level service? Not to mention skipping the middle step of asking the person who can't help me first?
Again, maybe my expectations are too high, or I simply don't "get" the service (totally possible), but helping guests procure experiences, services and resort merchandise, seem to be the very definition of a concierge's duties.
I'm going into this with my eyes wide open (my expectations are basically: breakfast, diet Coke and somewhere to hang out besides the room), since I was disappointed last time, but I admit I was hoping what I experienced last time was an anomaly and the service at Disney's flagship, at their highest level, would be a little bit better. I'm still hopeful that will be the case once we arrive, but have to admit it doesn't seem likely at this point.
I'll be really (genuinely, not sarcastically ... know it's hard to tell online) interested to see what my friend, who has only ever stayed at values and moderates, thinks about her "dream resort" after she experiences it.
By the by, either way I know we'll have a blast. With 30 days to go I am SO excited. I spent a crazy amount of time putting together a deluxe version of my usual color-coded daily schedule (reservations, park times, crowd trackers, touring plans, etc.), complete with clickable links, Disney photos and even festive background music for my iPhone and iPad. It's more than a little insane, but it really appeals to my OCD side, plus it's super-cute.
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. My photos are posted in the new thread.
. We were in shock. Needless to say, even without the colossal upgrade, we LOVED the staff and lounge there and can't recommend it enough. Everything was just perfect (unlike the Atrium Club
).
