We wanted to write and say Mahalo!! for yet another spectacular visit to our favorite resort! Our stay was filled with wonderful weather, blessedly busy, yet relaxing, and we felt so welcomed by our Polynesian 'ohana. We love returning to the concierge service year after year and it's definitely the cast members who make us eagerly anticipate our annual visits. We are already beginning our countdown for next summer.
Melissa, you are such a jewel--I know I've complimented you before, but our family can't say it enough. It was so kind of you to take time from your busy schedule to visit with us during our stay. Your advice to Ty and Taylor regarding the Disney College Program and their further education was sound. It gave our high schoolers encouragement to follow their dreams of some day working for Disney. It seems like only yesterday these two were whooshing down the old volcano slide and learning to swim in the quiet pool. . .where have the years gone? As we watch the young families experiencing the concierge service for the first time, we are nostalgic for those days and a bit envious as well.
We truly appreciate your help each and every year in planning our vacations and, when you're on the front line, your help in rearranging our schedules or providing useful information. It is our sincere hope that you are amply rewarded and appreciated for the terrific service you provide! You go above and beyond the job description and we won't forget your kindness in replacing the coffee mug last spring!
Rich and Claudia: We had the opportunity to meet Claudia this trip, albeit briefly, while she was touring the Hawaii building. We have not had the pleasure of meeting Rich but would welcome the opportunity in the future. We would like to commend you both on the fine operation of the concierge service. While we know you are not directly responsible for the employment of many of the long-term cast members, leadership is key to maintaining a level of service so many of us repeat guests have come to expect and treasure.
We would like you to know that you have several folks on your concierge staff without whom our stays would not be the same. Over the years we have come to expect certain faces when we visit and those cast members, in turn, remember our family--if not by name, certainly by face. We are always amazed at their ability to remember us given the sheer volume of people they encounter each year.
Chef Dick, Ivette, Barb, and Ashlen (as her fellow CMs call her--this CM actually wears a name badge with her Hawaiian name and I regret that I didn't write it down) are so friendly and welcoming each and every time we are at the Polynesian.
On our check-out day, our daughter told Ashlen how much she admired her beautiful hair ties (silk flowers and greens). Ashlen was on her way out the door for the day, but came back after a few seconds. She gave our daughter the hair tie she had so admired and simply said she had a spare and that Taylor should keep it! How sweet is that!
Each morning Ivette was there to greet us at breakfast and would usually have my glass of tomato juice ready. She remembers my preference for this juice and anticipates my request before it's even made! She is always smiling and friendly and quickly clearing tables so others will have a seat when they arrive in the lounge.
Barb is always bustling in the very early hours at the lounge. She is another who recognizes my husband as he arrives each a.m. before the lounge opens seeking the wonderful espresso offered there. Barb heads straight to the back when she sees Ron coming knowing that he is there for his morning caffeine jolt!
What can we say about Chef Dick that we haven't already said over the years. This man is the rock of the concierge service in our opinion. Our stay in 2003 was not the same because he was on vacation. It made seeing him this year all the better and we greedily stole his time to catch up. Despite the busy nature of the lounge in the evening, Chef Dick always had time to visit with us and our children. He is a major part of our warm feelings for this resort and exemplifies, as does Melissa, the type of service and the 'ohana atmosphere the Polynesian Resort desires to evoke and maintain.
We have always felt the cast members manning the concierge desks in Hawaii have a position that requires immense patience and tact. Kathy managed to supply both with great ease and composure. Our check-in was not flawless--through no fault of hers--yet, she maintained her cool and resolved our issues as expeditiously as possible. For some reason this year, we found ourselves making last minute priority seating changes and/or additions. Kathy gladly handled those changes with a smile. Most mornings Kathy was on duty and always had a friendly "good morning" or "aloha" to offer. She gladly handled some special requests we had in order to ship home the far too many parcels purchased in the parks and generally went out of her way to be of assistance. In years past, and at times during this stay, cast members manning the desks have been less than helpful--Kathy, however, was always going the extra mile to provide a service to her guests.
While we know bell services and housekeeping are not within your purview, we wanted to share two stories about Billy and Adwila.
Whether by sheer coincidence or other act of providence, Billy has made the initial contact with our family at bell services each and every year we visit! There has always been a glimmer of recognition in years past, but this year was different. As we stepped from the car, Billy approached, looked at all four of us and immediately proclaimed "Aloha, welcome back--good to see you again! Let me call concierge and see if your room is ready." He then did telephone and shipped us and our luggage directly to the concierge service! That was amazing!
Our second story involves our mousekeeper--Adwila. When in the Hawaii building, we usually request a room on the third floor. We have had the great fortune of having Adwila handling the day-to-day chore of our mousekeeping. This woman is so sweet. One day she stopped my husband as he left our room (a room we had also occupied 3 years ago). Adwila asked how many years we had been coming to the concierge service. Ron replied that he wasn't exactly sure, Adwila replied that she knew exactly how many years--7 and 1/2. We had to think on it a bit, review some photographs, and perform some addition, but she is absolutely correct! Our first visit to concierge was in June 1997 and our first stay at Polynesian was in August 1995. What a memory and how touching that she remembered us over the years!
The old adage says "It's the little things that make a house a home." We believe this adage fits for a resort experience as well. It IS the little gestures, the small accommodations by cast members, the warm smiles, the friendly greetings, the well-maintained rooms, the island ambience, the glow of a tiki torch at night, the sounds of island music as you stroll a path, a chocolate bar as a welcome, and a small piece on your pillow each night.
Our children have practically grown up at the Polynesian and wouldn't dream of staying elsewhere. . .frankly, it would be a hard sell for us, too. We've stayed at a good many of the other resorts for a night or two here and there, but for our family, Polynesian Resort is our home away from home!
Thank-you again for providing us a welcoming haven to relax and reconnect as a family. After all, that's what we all seek in a vacation!
Mahalo and Aloha (until next year)!
