GF concierge service--what is your theory on why it is lacking???

[micmacmissy]

Just back from a vacation at the GF, in a concierge suite. True to what I heard on this thread as I planned our trip, we also found the concierge staff to be lacking the Disney magic.

I would describe the GF concierge staff as polite. That's about it. We waited 2 hours to check in (!!!) and were treated with indifference--they did not seem to enjoy their jobs at all. Concierge staff in our building sat at the desk looked bored/annoyed--rarely even looking up, never bothering to even say hello to guests passing by. The one time I had a special request (diet coke at 5pm--is that really a special request?) they appeared to be annoyed and put out.

We were totally unimpressed considering the price we paid (which ranged between 'don't even ask' and 'obscene') for our suite. So, our experience was exactly like what we had heard from the DISers on this board.

My question now is, why? Why are concierge staff so much better at AKL and other resorts? Why no glowing reports from the GF? What is the problem??? Any theories on this? Just curious!!!

 

[ducklite]

It trickles down from upper management.

Why isn't anything done? Because there are too many people who go to a travel agent and have them book "the best" for them. People who travel one to WDW, and very well never again.

The AKL CL has managed to earn what every resort should always want--repeat guests who are just crazy about them. In the long run that business model will prove to be much more profitable.

Anne

 

[micmacmissy]

You're right--that is exactly why we went there--it was a gift from grandpa who said he wanted "the best". But honestly, as Disney's flagship hotel, shouldn't management demand more? Or do they just not care since despite the bad service, they're still making $$$ hand over fist?

I just did the post-trip survey Disney sent us...I gave them an earful...can only hope it helps!!!

 

[ducklite]

Considering the number of people who return from a trip to the GF with valid complaints, and that the GF seems to often comp a night or partially credit a stay due to staff related issues, you'd think they'd catch more flies with honey than vinegar.

Anne

 

[ducklite]

Considering the number of people who return from a trip to the GF with valid complaints, and that the GF seems to often comp a night or partially credit a stay due to staff related issues, you'd think they'd catch more flies with honey than vinegar.

Anne

 

[johnsonet]

Gosh - I was thinking of splurging on Concierge for the GF portion of our Spring Break trip. Now I really won't. Why bother?! I love regular rooms there and don't want to mess up what's good about the resort. Plus, I'm used to CL at AKL and would be highly disappointed!

 

[Disney Doll]

I've never stayed at the GF, but every time I am in the resort I always find the "feel" of the resort to be stuffy. If I go into one of the shops, I always feel like the CMs are looking at me thinking "what is she doing trying to shop here?"

Everyone just seems snooty.

I prefer the ambience of the YC/BC. Still a deluxe hotel, with a much more comfortable feel.

 

[Sammie]

We have never had bad stays in concierge. I am not saying others have not. But based on your post other than checking in for 2 hours, which is unacceptable, I did not see anything you commented on that would bother me.

Are you saying you had to wait for someone to check you into your room for 2 hours. Or did you check in early and your room was not ready for 2 hours, as one is different from the other.

You stated they were polite, I would expect no less and certainly no more. I don't need a hello and goodbye and "how was your day" each time I pass them. If I need something from them I will stop and ask.

In asking for diet coke as long as I got it with no rude comment I would be satisfied. Unless something is said, how does one appear to be put out.

I am sure the Grand has a loyal following of repeat guests, as we are. I don't think they frequent these boards however.

As to the snooty feel, I can never relate to that. No one can make me feel uncomfortable, unless something is said to me by the staff that would warrant it.

 

[johnsonet]

Sammie I must respectfully disagree with something you said. "Unless something is said, how does one appear to be put out." Rolling of eyes, sighs, etc. can really leave me with a bad taste... even at the wonderful AKL Lounge on my recent trip there was one CM in particular who seemed to hate his job and every guest he came in contact with... I kept wondering, why is he here? It's such an unlikely job for someone so "mean"...
What happened to excellent customer service? I certainly get it from the Itinerary planners at the resorts but the CMs who actually deal w/ guests face to face seem to get very burned out. It's sad... I'm afraid they must have to deal with very difficult guests. But frankly, as humble and polite and appreciative as I am, I don't want to have to deal with so much ATTITUDE! Is that too much to ask?

Does anyone agree with me?

 

[Sammie]

Sammie I must respectfully disagree with something you said. "Unless something is said, how does one appear to be put out." Rolling of eyes, sighs, etc. can really leave me with a bad taste... even at the wonderful AKL Lounge on my recent trip there was one CM in particular who seemed to hate his job and every guest he came in contact with... I kept wondering, why is he here? It's such an unlikely job for someone so "mean"...
What happened to excellent customer service? I certainly get it from the Itinerary planners at the resorts but the CMs who actually deal w/ guests face to face seem to get very burned out. It's sad... I'm afraid they must have to deal with very difficult guests. But frankly, as humble and polite and appreciative as I am, I don't want to have to deal with so much ATTITUDE! Is that too much to ask?

Does anyone agree with me?

I understand exactly what you are saying, my point is this does not bother me. Maybe they are unhappy with their job, maybe they had a bad day. As long as they are not rude I guess this just does not bother me. Or maybe I know what they go through on a daily basis and I am more forgiving.

Actually I don't remember coming in contact with CMs that act that way, maybe I don't pay attention or maybe I just don't attract them, Kinda the don't sweat the small stuff idea and this is small stuff to me. Obviously to some it's not.

I do agree that the turnover lately at Disney is huge and I think guests have been more and more demanding.

I guess it all depends on each person's idea of what is an attitude.

 

[Calcio]

I understand a few are very pleased with their service at the Grand Floridian, but an unscientific sample reveals more are not.

I believe, it goes back to comparables. You can stay at any Four Seasons around the world for less than a basic room at the GF (over $200 a night less, by my first, last, and only stay at the GF), and the difference in customer service is frightening. At the 4 Seasons the entire staff have mastered the art of customer service, making the guest feel like he or she has a personal staff looking out just for them. It's quite remarkable.

At the GF, in contrast, too often the experience is poor. Compared to other high end hotels, the customer service is not acceptable. Thus the constant drum beat of complaints. Remember if you want to play in the big leagues, you need to compete. In most instances the GF does not.

 

[Sammie]

I understand a few are very pleased with their service at the Grand Floridian, but an unscientific sample reveals more are not.

I believe, it goes back to comparables. You can stay at any Four Seasons around the world for less than a basic room at the GF (over $200 a night less, by my first, last, and only stay at the GF), and the difference in customer service is frightening. At the 4 Seasons the entire staff have mastered the art of customer service, making the guest feel like he or she has a personal staff looking out just for them. It's quite remarkable.

At the GF, in contrast, too often the experience is poor. Compared to other high end hotels, the customer service is not acceptable. Thus the constant drum beat of complaints. Remember if you want to play in the big leagues, you need to compete. In most instances the GF does not.

As I said I just don't think the Grand appeals to the majority of the people posting on this forum. That does not make them wrong, but it is not a fair representation of the number of guests that stay at the Grand Floridian and return year after year.

Believe me if the Grand was as bad as it is sometimes protrayed here there would be rooms empty there. I do not believe that to be the case.

Every resort at Disney has gotten bad reviews on these forums, no resort has been spared. Surely all Disney resorts are not that bad.

Maybe you hit on something when you mentioned the comparison to other resorts. I don't do that. I also don't worry about the cost of staying there. I stay because I like the location, the ambiance, the restaurants, the layout of the resort, the beds, and the staff. I always feel I get my money's worth.

Personally as with all reviews of Disney resort's everyone has their own opinion. I like this resort alot. There are others I don't. I would never try to convince someone not to stay at the ones I don't like as they might love it.

 

[minniesota]

johnsonet - I hear what you are saying. If a CM makes an obvious gesture that can only be interpreted as "I'm annoyed - you're bothering me" - that is unacceptable. But after staying GF RPC in October and December, DH and I have decided that great service is really in the eye of the customer. We love professional, efficient service. We don't really want someone "chatting us up" as DH calls it. If we need something, we ask and expect that our request will be handled. No one has to ask us how our day is or engage us in cheery conversation. I guess we enjoy the unassuming approach that we find in the GF CMs. Some may interpret that approach as stuffy or uncaring - we find it professional and efficient. We do find that if we extend ourselves and initiate friendly conversation with the GF staff, they are open and warm. But I think many of them wait for the guest to initiate that type of exchange. Obviously, the GF is not for everyone. We, however, find it to be the best place for our taste.

 

[Sammie]

johnsonet - I hear what you are saying. If a CM makes an obvious gesture that can only be interpreted as "I'm annoyed - you're bothering me" - that is unacceptable. But after staying GF RPC in October and December, DH and I have decided that great service is really in the eye of the customer. We love professional, efficient service. We don't really want someone "chatting us up" as DH calls it. If we need something, we ask and expect that our request will be handled. No one has to ask us how our day is or engage us in cheery conversation. I guess we enjoy the unassuming approach that we find in the GF CMs. Some may interpret that approach as stuffy or uncaring - we find it professional and efficient. We do find that if we extend ourselves and initiate friendly conversation with the GF staff, they are open and warm. But I think many of them wait for the guest to initiate that type of exchange. Obviously, the GF is not for everyone. We, however, find it to be the best place for our taste.

Thank you so much for very eloquently stating something I was having trouble putting into print. We have the same point of view.

 

[johnsonet]

ITA with you minniesota re. the "chatting up" aspect. I by no means mean to say that I want special attention or constant conversation from CMs... I prefer the Ritz Carlton form of service: understated, unassuming - but excellent. For the price you really should get excellent service.

 

[micmacmissy]

sammie--

The problem we had with a 2 hour check-in was this: we arrived at 3:30, and were told housekeeping was just finishing up our suite. We were led to the lounge and told to wait there for 10 minutes, when a CM would come up and escort us to the suite. One hour went by, and I went down to check with the CM, who had left for the day. No other CM knew we were up there, waiting. No other CM knew who we were or that we were waiting for a room. Second CM called housekeeping and said no one started the suite yet, they would send them right in, but it would take a full hour from that time. At this point I explained we (party of 9, including 4 kids, 2 of whom had ear infections and were not feeling well) had already been waiting an hour. After another hour, third CM said it was still not ready, then picked up the phone and said, "Put a rush on that suite." She then hung up the phone and explained how the previous guest had totally trashed the suite, and the previous guest was irresponsible, and therefore it was taking housekeeping a long time to clean it. Then she said, "I'm sorry the previous guest was not more responsible to you." I found it unprofessional that she would discuss another guest with me, if that was even true (which I doubt); she seemed to be passing the buck. I would have preferred an honest, sincere apology rather than all the excuses.

While we were at the GF, we ate at both Citrico's and Narcoossee's, and their service was excellent--the staff was helpful and friendly, yet unobtrusive. You felt that all your needs were anticipated and quickly, happily taken care of--if they can accomplish this in the restaurants there, why not in the hotel???

I agree with you--good customer service IS in the eye of the beholder. However, for $1,500 a night, I expect more than basic manners. I expect well trained, pleasant staff members that are empowered to fix problems and who at least appear to be happy to do their jobs.

 

[Beca]

I've never stayed at the GF, but every time I am in the resort I always find the "feel" of the resort to be stuffy. If I go into one of the shops, I always feel like the CMs are looking at me thinking "what is she doing trying to shop here?"

Everyone just seems snooty.

I prefer the ambience of the YC/BC. Still a deluxe hotel, with a much more comfortable feel.

How funny!! I went to WDW in Dec., and saw the GF for the first time (at least, on the inside). We had 2 PS and the "Perfectly Princess Tea Party" there...so, we were their quite a bit. This was also our first time "home" as DVC members, so we toured all of those resorts as well.

I have to say, the ONLY resort I left really disappointed in was the GF. I did not find the lobby to be "stuffy" or elegant...I found it to be noisy and unrefined. Maybe it was just what I had read on these boards, but the peach and white tiles in the lobby just looked cheap when compared to the other resorts. And, EVERY time we were there, there were LOTS of children running circles in the lobby and screaming. I think because we were there for character meals, that probably had a lot to do with it, but 1900 Park Fare has a character breakfast, and then a character dinner every day...so, every day there are MANY children running through the lobby throughout the day. We had fun talking to other parents while we were there (we met a lot of them)...but, nothing struck me as "amazing" at that hotel. I was very sad for this!!

However...the Beach Club "blew me away"!!! It was SOO elegant...I couldn't believe the serenity and beauty of this place!! I would pick BC over GF ANYDAY!!

But, to each his own!!



Beca

 

[lvmymcky]

To each its own indeed

DH and I stayed at the GF for our honeymoon in their honeymoon suite main bldg concierge. We had excellent service and did not find the place stuffy or snotty at all. Everyone not just concierge staff were more than helpful and very friendly and courteous to us. This was our first trip to DW and definetly our first experience at the GF.

After planning the honeymoon and booking everything. I stumbled upon DIS boards and actually started to get worried about some of the posts re: GF. When checking in I was expecting the worst, like having a horrible person at the check in desk and having to wait around but it was the complete opposite. DH even promised that everytime we go to DW the only hotel we'll be staying at will be the GF and definetly concierge.

So as the previous poster said "To Each Its Own", its unfortunate that some people have bad experiences but there are certainly some people who have good experiences.

 

[smilingmouse]

It trickles down from upper management.

Why isn't anything done? Because there are too many people who go to a travel agent and have them book "the best" for them. People who travel one to WDW, and very well never again.

The AKL CL has managed to earn what every resort should always want--repeat guests who are just crazy about them. In the long run that business model will prove to be much more profitable.

Anne

Anne,

I totally agree with you about the management. I am a former WDWCP who worked at the GF. In my opinion, the management at the GF did "just enough." I'm sure this isn't true of all of the GF management, but it was my experience....

To the OP, I'm sorry your trip wasn't as magical as it could have been....I hope you had a great vacation

 

[Sammie]

sammie--

The problem we had with a 2 hour check-in was this: we arrived at 3:30, and were told housekeeping was just finishing up our suite. We were led to the lounge and told to wait there for 10 minutes, when a CM would come up and escort us to the suite. One hour went by, and I went down to check with the CM, who had left for the day. No other CM knew we were up there, waiting. No other CM knew who we were or that we were waiting for a room. Second CM called housekeeping and said no one started the suite yet, they would send them right in, but it would take a full hour from that time. At this point I explained we (party of 9, including 4 kids, 2 of whom had ear infections and were not feeling well) had already been waiting an hour. After another hour, third CM said it was still not ready, then picked up the phone and said, "Put a rush on that suite." She then hung up the phone and explained how the previous guest had totally trashed the suite, and the previous guest was irresponsible, and therefore it was taking housekeeping a long time to clean it. Then she said, "I'm sorry the previous guest was not more responsible to you." I found it unprofessional that she would discuss another guest with me, if that was even true (which I doubt); she seemed to be passing the buck. I would have preferred an honest, sincere apology rather than all the excuses.

While we were at the GF, we ate at both Citrico's and Narcoossee's, and their service was excellent--the staff was helpful and friendly, yet unobtrusive. You felt that all your needs were anticipated and quickly, happily taken care of--if they can accomplish this in the restaurants there, why not in the hotel???

I agree with you--good customer service IS in the eye of the beholder. However, for $1,500 a night, I expect more than basic manners. I expect well trained, pleasant staff members that are empowered to fix problems and who at least appear to be happy to do their jobs.

I would have definitely contacted a manager after you had waited an hour. Please let them know about your experience. This is definitely not acceptable and we have never been treated like that.