E-mailing Poly Concierge

[BeccaGrace]

After MONTHS of checking for garden view concierge cancellations during our surprise split stay next week I got one today!!!!!
Needless to say I am thrilled beyond words and near tears from being so excited about the surprise and not being able to tell anyone

I was hoping to e-mail the concierge staff even though it is a last minute booking and we already have our trip planned. Can I do this if our room was booked through a travel agent. And if so--what sorts of things are appropriate to include in the e-mail? For instance:

--Can I see if they can get us ADRs for restaurants that I know are booked when I call Disney Dining obviously knowing they won't necessarily be able to get it but just to try in case they have extra pull?

--Can we ask them to put room requests on our ressie (i.e. floor or room location) or do I still go through my TA for that?

--Would I tell them it is our anniversary even if it is already noted on our reservations from when we booked and see if they have any suggestions I could do for surprises in the room?

--Should I tell them that the room & staying concierge is a surprise to my family and that our luggage will be coming over from the WL the day we check in or would they have no involvement in the transistion or not need to hear it from me anyway?

Or should I not even contact them now since our trip is next week--do they prefer not have to deal with last minute requests/contact like that? Or if it is okay, is there anything else I am not thinking about that they might be able to help us out on?

And on a semi-related note...As I mentioned I am doing a suprise split stay for my dh, mom and kids...Originally I was going to the Poly by myself early in the morning to check in and try for a renovated room...now that it isn't an issue (!!!!) should I still go over early by myself or should I just bring them there during our afternoon break and all check in together when the room might be ready? Would we be able to go to the lounge if our room wasn't ready yet?

Thanks for any help--I appreciate it!

 

[T-i-double-g-err]

And if so--what sorts of things are appropriate to include in the e-mail? I would include the name on the reservation, your reservation number and date of arrival. Once I contacted them, they sent me a blank itinerary that prompted for information on party members, special occasions, dining requests, etc. For instance:

--Can I see if they can get us ADRs for restaurants that I know are booked when I call Disney Dining obviously knowing they won't necessarily be able to get it but just to try in case they have extra pull?
I don't know what, if any, "extra pull" that they may have, but I don't think this could hurt. It may not help, but I would give it a shot. You can keep your fingers crossed for a cancellation.

--Can we ask them to put room requests on our ressie (i.e. floor or room location) or do I still go through my TA for that?
Our TA included our requests but said it would not hurt to include them on our itinerary forwarded to the concierge as well.

--Would I tell them it is our anniversary even if it is already noted on our reservations from when we booked and see if they have any suggestions I could do for surprises in the room?
I would. You may be able to have bride/groom ears set waiting in your room. I've been thinking about trying to arrange this for my January trip. I've got to believe that they field this kind of thing fairly often. If you look into this, please PM me to let me know how it goes and what kind of costs are involved.

--Should I tell them that the room & staying concierge is a surprise to my family and that our luggage will be coming over from the WL the day we check in or would they have no involvement in the transistion or not need to hear it from me anyway?
I can't see the information hurting, so giving them a heads-up would not be a bad idea.

Or should I not even contact them now since our trip is next week--do they prefer not have to deal with last minute requests/contact like that? Or if it is okay, is there anything else I am not thinking about that they might be able to help us out on?
I'd contact them, and let them do what they can.

And on a semi-related note...As I mentioned I am doing a suprise split stay for my dh, mom and kids...Originally I was going to the Poly by myself early in the morning to check in and try for a renovated room...now that it isn't an issue (!!!!) should I still go over early by myself or should I just bring them there during our afternoon break and all check in together when the room might be ready? Would we be able to go to the lounge if our room wasn't ready yet?
I'd ask if you can get access to the lounge if your room is not ready. If so, I think I'd suggest that the family take a walk on the beach at the Poly or have lunch at Kona Cafe followed by a stroll on the beach. You could then wander into the Hawaii longhouse right next to the beach "just to see what they looked like." Unless they've reorganized since our last trip, the concierge desk is right where you enter the longhouse and is also the location for concierge check-in. Assuming you can use the lounge, you can send DH, mom and kids up to the lounge for afternoon cookies/gummy worms while you check-in. The view of the lagoon and castle from the lounge is pretty spectacular. Getting into Hawaii may be a hurdle, as I seem to remember needing our room key to get into the longhouse (24/7). You could still run over in the AM and handle check-in; then you can join in the view from the lounge...

Thanks for any help--I appreciate it!

See thoughts and suggestions above in bold...Have a great trip!

 

[TammiMcMan]

Congrats. Perserverance pays off. Definitely e-mail IPO as soon as possible to get the ball rolling. If you know what you want for ADR's, give them the list. They don't have any extra pull in getting you a table, but because they are on the computer so much, they usually are the first ones to see any cancellations. They will also take a room request, you don't have to go through the travel agent.

In regards to your anniversary, if you'd like them to purchase a gift for you, or try to make a special dinner reservation, let IPO know. For the gift, you'll need to have a credit card on file with them. If it's a food related surprise, you can deal directly with private dining. From the Allears site, here are a few of the specialty items that you can arrange through them:

Birthday Package - 7" birthday cake with Mickey, Character Birthday Card, Party hat/horns and three baloons. Must be ordered by 6pm for same day delivery $25.00

Romance Turndown - wrapped white chocolate Mickey and Minnie bride and goom and assorted truffles. Must be ordered by 11:00am for same day service $30.00

Romance Package - Romance turndown and a bottle of house champagne with flutes. Must be ordered by 11:00am for same day service $70.00

Strawberry Turndown - six delicious chocolate covered or tuxedo (dark and white chocolate) covered strawberries with a chocolate centerpiece filled with candies. Must be ordered by 11:00am for same day delivery $25.00

We can help you host and celebrate all of your special occassions. Please allow 24-48 hours notice.

Mention that it is a surprise for your family, so that if they need to call you, they will be discreet in leaving a message. As to the transfer of your luggage, that will be handled by bell services, so no need to involve the IPO staff. Checking in at concierge can be quite fun especially at the Poly. They sometimes have leis to put on their guests and sandpails for the kids. I think it will be exciting to go over as a family. You are more than welcome to use the lounge from the moment you check-in to the moment you are ready to leave for your return back home.

Best of luck with all your plans

 

[BeccaGrace]

Thank you both so much for your help!!!!!

 

[BeccaGrace]

I received a response from Jeffrey at Poly Concierge...just have to say that I am thrilled beyond words with the concierge service and I haven't even arrived yet. Jeffrey responded to my lengthy e-mail within a few hours and his response was SO friendly and helpful. I just can't get over it! He was able to book me the lunch I wanted at Le Cellier the day before we check in at the Poly (since we changed our itinerary once we got the Poly and our 'Ohana dinner cancellation)--I've been calling 4 times a day for a Le Cellier lunch on 12/3 with no luck and all I had to do was ask Jeffrey and it was mine!!!!
He is helping out with our anniversary surprise, noted it on my 'Ohana ressie because I forgot, noted my room requests and gave me tips on how to get into Hawaii without tipping off my family that we were checking in! The entire response was just so gracious and welcoming, which was especially nice since I had just made multiple requests only a few days before check-in. I am totally sold on Poly concierge...if our stay is even half as wonderful as the e-mail I will never stay anywhere else!!!
Thank you so much for suggesting I send the e-mail--I am just so happy right now!

 

[TammiMcMan]

I am not surprised to hear the response you got from Jeffrey. I have seen his name mentioned many times on the DIS and everyone speaks very highly of him.

Have a great trip and good luck with your surprises.