Concierge/Club Level Information - Part III (October 2010)

[coopersmom]

I want to cry. I have been doubting switching from BC to CR and now I am really thinking it was a mistake. I emailed to ask about getting Mickey Ears and plushes for the kids and they said they cannot help me with that, it has to go through Disney Florist. Also I asked about Chocolate milk for the kids and the answer was you can ask there but there is no guarantee for it but you can have groceries delivered. BC IPO was so nice and helpful and with CR I feel like they don't care and don't want to help. This won't ruin my trip but I definitively have a bad taste after this last email.

I had very similar experiences with IPO staff for my stay last year. I was told, repeatedly, via phone and email that they could do nothing beyond make reservations. I had asked about getting personalized ears for my son at one point. I was directed to Disney Florist. I was, at one point, even told they can only look for dining reservations "once per customer" ... This was done in writing (via email), which I posted on the previous thread after someone said I must by lying.

Unfortunately, unlike other people here, I didn't receive much better service once there. Pretty much every question I asked (checking on a lost and found item, how/where to upgrade my ticket to AP and buy Tables in Wonderland, how/when to tour Neverland Club before leaving our son there, whether the Animal Kingdom concierge safari would be canceled due to weather) was answered with a shrug or by giving me a phone number of someone else to call and ask. And when I did receive information, I found it to be frequently inaccurate. (e.g. There is no way to tour the Neverland Club before hours, since no one one will be there. Even though the printed hotel activity guide they gave me clearly listed a Neverland Club open house that was going on WHEN I ASKED THIS QUESTION. Or, yes, we're sure the safari is going but when we got there we were told it was cancelled due to weather.)

Anyway, they were always super nice, just not very helpful. I found that talking to other guests in the lounge--many of them Disney vets--elicited more helpful, and accurate, info. For instance it was another guest who pointed out the Neverland Club open house on the activity sheet, which I admit I hadn't read but one would think a staff member should have. We actually met some really, really nice people there, which, for us, was the best thing about club level: it gave us some place to be relax than the room while at the hotel and we casually socialized with some lovely Disney fans. (Felt a lot like here, actually, only in real life.)

If you go into club level expecting it to be a lounge that has some snack items and a continental breakfast, and someone with access to a computer to make dining reservations online (just like you can at home), you won't be disappointed, and might be pleasantly surprised if you get something more.

Sad, I know, considering the cost, but true at least in my experience.

We are staying club level again but ONLY because we got a really good deal after trouble with our last stay and my own reservation glitch on this one. Based on what else was available by the time we finalized our dates, club level was, like, $35 more for night than the other on-property room rates we were looking at for our party size, which is about what it's worth for the breakfast and extra space of the lounge, in my opinion.

 

[WsPrincess]

Well based on recent visits to BC/YC I do know that some IPOs can and will do amazing personalized things. So I took the advice from Tess and emailed again and was nice but firm that I did not want to use another service, that I had too many things going on for this trip and I wanted them to do this for me. I also throw in that if it was impossible to please let me know when the policies had changed so I could inform friends who had book CL so they were not disappointed. I was very nice and apologetic for putting them out with these requests. We will see how things go when I get a response. Oh why did I switch my reservations?

 

[nemofans]

When we stayed CR CL, we had one CM that wouldn't help us. I had asked a CM one night about what I need to do to request late check out. She told me to come back to the concierge desk the next morning (our last full day) & request it. The concierge CM working that morning will arrange it for us.
So as we headed out the next morning, I went to the concierge desk & requested late check out. The CM there told me she couldn't do that. I told her what the CM told me last night & she said that CM was wrong.
So I went down to the front desk & asked them. I spoke to 2 CMs, one being a manager, that told me the concierge CM should have handled it for me. The manager asked me for her name, but I couldn't remember, except that it started w/an S. I told him she was sitting up there right then. I really wished I made a mental note of her name. So the CM at the front desk sent us on our way to the parks & she called me about 10 minutes later letting me know we had late check out.
Anyway, we requested late check out b/c we wanted our 1 yr old to get a nap b4 we headed to MCO. That ended up getting messed up as mousekeeping still showed up at our door & came in right at 11 am (we were given noon check out). She woke up DS so he didn't get much of a nap anyway.
The other CMs were helpful in getting us last minute ADRs, but that's the only services we used them for.

 

[pixarmom]

Well based on recent visits to BC/YC I do know that some IPOs can and will do amazing personalized things. So I took the advice from Tess and emailed again and was nice but firm that I did not want to use another service, that I had too many things going on for this trip and I wanted them to do this for me. I also throw in that if it was impossible to please let me know when the policies had changed so I could inform friends who had book CL so they were not disappointed. I was very nice and apologetic for putting them out with these requests. We will see how things go when I get a response. Oh why did I switch my reservations?

WsPrincess, I'm really sorry to hear about this! Please let us know how it turns out!

As you know, I'm in the process of arranging this right now, so I can confirm from my e-mail and phone conversations with BC/YC/BWI IPO that they can do it. Disneymomx7 just returned from BC and reported that they had her sandbucket gifts all ready to go, and placed them in the room a little while after check-in. At one point, someone from IPO did refer me to Disney Florist, but Disneymomx7 suggested I just let IPO know that I would like to work through them. (Same as what Tess suggested and you did!) From that time on, it's been great!

So for anyone considering BC/YC/BWI CL, I can report that nearly everyone at IPO been helpful - even suggesting items for our list of pirate stuff and putting a photo of one of the items right in their calendar! One of the most helpful IPO CMs is Omar - he did some rough price estimates for me and when I called later, he was so enthusiastic about the project. It really added to the fun to have that kind of response. He explained the process in detail - IPO puts the list on their calendar for approximately one week before arrival. They send a runner to purchase the items and they have the items at the resort the day of arrival. When we check in, the CL CMs will notify IPO and they will work together to get the items into the room and set up.

As for CL CMs generally, I've posted before about our very positive experience at BC. When a CM heard that one of our boys lost his shield at MK, they sent a runner to replace it free of charge. When another CM heard our boys liked the taffy at the desk, he prepared a bag of taffy to send home with us. The CM who helped us with check-in went above and beyond.

 

[bluejasmine]

Last yr I asked Poly IPO about just doing a card and balloons in the room as a suprise and they directed me to disneyflorist, I was kind of dissapointed b/c I know ASMu has done this with no problems, I mean they have all that stuff there!

Once there tho the Poly CM were great from helping us get MNSSHP tickets to helping my DH pick out and order me flowers from disneyflorist for our anniversary..

 

[Tess]

Well based on recent visits to BC/YC I do know that some IPOs can and will do amazing personalized things. So I took the advice from Tess and emailed again and was nice but firm that I did not want to use another service, that I had too many things going on for this trip and I wanted them to do this for me. I also throw in that if it was impossible to please let me know when the policies had changed so I could inform friends who had book CL so they were not disappointed. I was very nice and apologetic for putting them out with these requests. We will see how things go when I get a response. Oh why did I switch my reservations?

Let me know how it turns out for you. Fingers crossed your email will find its way to a CM who does understand what CL service is supposed to entail.

 

[tinkandpete]

How much bigger are the rooms compared to the samoa garden view facing the main pool.


thanks

 

[Disneymama5816]

How much bigger are the rooms compared to the samoa garden view facing the main pool.


thanks

The PolyCL rooms (Hawaii) are the same size as the Somoa rooms. Pretty much all the rooms at the Poly are the same, except for the Tahiti rooms, from what I can gather.

 

[TwoIfBySea]

The PolyCL rooms (Hawaii) are the same size as the Somoa rooms. Pretty much all the rooms at the Poly are the same, except for the Tahiti rooms, from what I can gather.

So the Tahiti rooms are actually better than the Club Level rooms? Why don't they move the club level rooms to the Tahiti, then?

 

[hannahdrewmom]

So the Tahiti rooms are actually better than the Club Level rooms? Why don't they move the club level rooms to the Tahiti, then?

Better is a matter of opinion... they are bigger... not necessarily better. They are closer to TTC but they are a pretty good ways from GCH. Overall Hawaii has a better location for the actual building. Close to the main pool, midway to the TTC, close to GCH, and a head on view of the castle.

 

[Scott MC]

Well, we are 3 days from departing for our first two nights at the Swan, and 5 days from our BWI Club Level Stay!

I have not received anything from them in weeks, (including the "feel free to check-in now" email) and I was wondering...should there be any communication between them and me at this point? Is there anything I should be doing?

 

[Tess]

So the Tahiti rooms are actually better than the Club Level rooms? Why don't they move the club level rooms to the Tahiti, then?

Tahiti is too large a building to house the CL and the demand for CL service isn't there to make it feasible.

Quite a number of years ago, when Hawaii was undergoing a major refurbishment, CL was placed in Tahiti. It was not a pretty sight with so many guests lodged there. It wasn't possible to book only those paying for CL in Tahiti due to the large number of rooms in that longhouse. The CL CMs were totally overwhelmed trying to provide CL service to the large number of guests occupying that longhouse. It was chaos.

 

[TwoIfBySea]

I see.

I'm seriously considering trying Club Level. Does the Hawaii building also feel crowded when it is full? Is it likely to be full even on an off week?

 

[Tess]

I see.

I'm seriously considering trying Club Level. Does the Hawaii building also feel crowded when it is full? Is it likely to be full even on an off week?

While I can't say that it is "never" crowded, I will tell you that we have never had a problem with seating in the lounge when we have visited. Rainy evenings tend to make the lounge a bit more crowded because some people won't venture out and prefer to enjoy the amenities. During the beginning of evening service, the lounge can become a bit crowded, but it diminishes quickly as people enjoy and move out for the evening. Hope that helps answer your concerns.

BTW, we have been there in May, June, July, and August over the years. Even in the throes of summer, I have never seen the lounge overrun. I hear that Christmas/New Year's and Easter can put a strain on the facilities. Then again, that happens all over WDW at those times of year.

 

[swwake]

I have to share this, and I knew you guys would understand.

Yesterday, I sent the IPO an email to update them on a new ADR and a canceled one, so they'd update my itinerary. In my email, I made this comment: "P.S. I think it's kinda cool that our reservation number has HM in it (for Hidden Mickey)!"

Well, here was the IPO's response: "Thank you for your eMail. We have updated your Itinerary and attaChed a new copy for you. Please taKe a momEnt to look it over and let us know if there is anYthing else we can assist you in adding or changing. We look forward to seeing you in December!"

Love a little pixie dust 4 months before our trip!! It's the little things...

 

[logpey]

Well, here was the IPO's response: "Thank you for your eMail. We have updated your Itinerary and attaChed a new copy for you. Please taKe a momEnt to look it over and let us know if there is anYthing else we can assist you in adding or changing. We look forward to seeing you in December!"

Love a little pixie dust 4 months before our trip!! It's the little things...

Creative, I like that!

 

[Princess&CowboyMommy]

I have to share this, and I knew you guys would understand.

Yesterday, I sent the IPO an email to update them on a new ADR and a canceled one, so they'd update my itinerary. In my email, I made this comment: "P.S. I think it's kinda cool that our reservation number has HM in it (for Hidden Mickey)!"

Well, here was the IPO's response: "Thank you for your eMail. We have updated your Itinerary and attaChed a new copy for you. Please taKe a momEnt to look it over and let us know if there is anYthing else we can assist you in adding or changing. We look forward to seeing you in December!"

Love a little pixie dust 4 months before our trip!! It's the little things...

awesome!!! now that's a great CM!

 

[CR Resort Fan 4 Life]

Well, we are 3 days from departing for our first two nights at the Swan, and 5 days from our BWI Club Level Stay!

I have not received anything from them in weeks, (including the "feel free to check-in now" email) and I was wondering...should there be any communication between them and me at this point? Is there anything I should be doing?

Did you request anything before when filling out that online form sent by their IPO department? After we filled it out they e-mailed us back to say everything will be taken care of and etc, which was a couple of months ago and haven't heard from them since that time.

As for the e-mail saying you can now check-in online that gets sent from the Disney Reservation Center, so that's not the fault of the BWI IPO that you didn't get it.

 

[LuvLuvLuv]

Does anyone know if Xio is still with BW/BC/YC IPO?? I'll be ready for some help in a couple weeks and think she's just the greatest I would prefer to work with her if she's still there.

Thanks!!

 

[CR Resort Fan 4 Life]

Does anyone know if Xio is still with BW/BC/YC IPO?? I'll be ready for some help in a couple weeks and think she's just the greatest I would prefer to work with her if she's still there.

Thanks!!

In our most recent e-mail from them I remember seeing her name listed.