Do you have to tip AKL concierge staff to get good service? *update*

[luvdzny]

This may be a controversial thread - but here goes...
Last June we stayed concierge level at AKL for 6 nights. Prior to our trip I did not have any contact from the staff, we didn't need any PS's so it was no big deal. During our trip we were checked in by a concierge CM, other than that we had no contact with them. We did not make any requests, and no one spoke to us when we were in the lounge - again no big deal. We did not ask for anything so it didn't matter to us. I did not bring any gifts for them or leave any tip. We are staying there again in June. Prior to the 90 day calling time I e-mailed and ask if they could try to get an Illuminations cruise for us anytime during our stay. They called me back and said they would let me know. I never heard anything so I assume they did not get it. I called on Thursday and left a message. I want to make sure they did not get it and plan some other PS times. They still have not returned my call. Last night I made my own PS arrangements. I am wondering if others have had problems with the concierge staff, or if I would be getting better results this time if I would have tipped them last time. We still love the convenience of the lounge for a quick snack or breakfast, but do not see the benefit of having a concierge staff - so far they have done nothing for us.
**UPDATE**
I e-mailed AKL then went downstairs to exercise, when I came back to my computer I had a reply. I guess it is too early to book the Illuminations cruise (oops ~ ) anyway we have a Wishes cruise booked as a "backup" in case she can't get Illuminations. So now my question will be to anyone who has been fortunate to do both, which one do you like best. We have never seen either. In all our trips to WDW we tend to skip the fireworks and decided to do it first class this time.

 

[Peter Pirate]

I don't believe Disney concierge staff are allowed to accept tips are they? I attempted to tip the Poly concierge a couple of years ago and this was what she told me...

 

[nygrl]

we did tip the concierge cm when we checked in on our last trip .. at first he refused then he did take it.. the joke was on us though because we never saw him for the rest of the trip LOL.. we got extrodinary service anyway and i dont think it had anything to do with the tip.. we were at the cr not the akl though

 

[TammiMcMan]

To me, tipping should be in recognition of services that have been exceeded, you should never have to pre-tip anyone. As for concierge, no they are not allowed to accept tips, but other things can be done to recognize them.

Bottom line here though, is that you seem to have slipped through the cracks. Are you working with Don in AKL? I've never stayed there before, but I understand he is one of the best. I'm sort of the squeeky wheel when it comes to things like this, so if it were me, I would keep calling and e-mailing until you do get a response. I don't know what the chain of command is over there, but you might want to voice your concern to that person. I have heard of instances when your requests are indeed processed and your personalized itinerary has been updated, but the guest is not informed in a timely manner.

I've worked with some of the best pre-planners at WDW and they have done some wonderful things for me. I'm sorry to hear that in both cases, your experience was not up to par. You shouldn't have to, but I would keep trying to contact a live person.

Tammi

 

[luvdzny]

So far no "flames" - thanks!
TammiMcMan - Don is the person who called back about trying to get a cruise for us. I guess I will keep trying to get in touch with someone, I just don't like to be a "pest." I know I shouldn't feel that way because I am paying for their services but I always feel like other people's request are more important than mine. So I will start with another e-mail, if that does not work I will try calling. Thanks for the advice!

 

[nygrl]

So far no "flames" - thanks!
TammiMcMan - Don is the person who called back about trying to get a cruise for us. I guess I will keep trying to get in touch with someone, I just don't like to be a "pest." I know I shouldn't feel that way because I am paying for their services but I always feel like other people's request are more important than mine. So I will start with another e-mail, if that does not work I will try calling. Thanks for the advice!

i found that calling and talking to a live person was much more effective than e-mailing.. the first time i called they called me back with in 5 minutes.. i was waiting forever for e-mails.. they were so helpful and believe me i called a few times... dont feel you are troubeling them by calling that is what they are ther for and you are paying for..i would forget the e- mail all together and just call

 

[TammiMcMan]

Trust me, no one elses vacation is more important than your own . Whenever I'm planning a Disney trip, I'm on the phone or e-mailing my pre-planner once a week. Sometimes it's just to say hi. Because of that though, I do send something down just prior to my trip. This past December, I had a Chocolate Basket delivered to the department as my way of saying "thanks". In addition to PS's, I've had them take care of an Illuminations cruise, Cirque tickets, park shopping, spa appointments, special things in our room upon check-in. I figure if I'm paying for the service, I might as well make good use of it.

I hope Don pulls through for you.

Tammi

 

[PrincessSophie'sMom]

We are staying AKL concierge in May and I needed to make 2 PS. I emailed them yesterday and Sue emailed me back within 15 minutes or so saying she had just made the PS! On the other hand, they were very difficult to reach by phone (in my case)!

 

[schwenksvillemouse]

e-mailing AKL Cong. Phoning live is sometimes tough

 

[impsmom]

I've never called the AKL concierge. I've just emailed and I've had no problem. They got us all our desired PS for our June trip and all emails have been answered within 24 hours (most with in a couple hours).
I hope they come through for you.

 

[MICKEEP]

I've never called the AKL concierge. I've just emailed and I've had no problem. They got us all our desired PS for our June trip and all emails have been answered within 24 hours (most with in a couple hours).
I hope they come through for you.

DITTO