Help! Lost luggage!

[karma459]

We have been here two weeks and have transferred successfully 3 times now
We are at DOLPHIN and transferred fromANIMAL KINGDOM this morning at 10am
Luggage isn’t here.. I’m told it’s up to me to call AK and find out where it is… night manager, bell services have just shrugged shoulders and said they can’t help.
they don’t have numbers to call bell services at AK… I’m currently on hold with the general Disney line (75 minutes and counting)
Does anyone have a number for guest services or bell services for Amimal Kingdom?
any other ideas??
I’m so very disappointed with the service I’ve gotten.. although I’m a platinum Marriott.. the lack of assistance from this hotel management makes me mark it off the list of any future stay…

 

[karma459]

We have been here two weeks and have transferred successfully 3 times now
We are at DOLPHIN and transferred fromANIMAL KINGDOM this morning at 10am
Luggage isn’t here.. I’m told it’s up to me to call AK and find out where it is… night manager, bell services have just shrugged shoulders and said they can’t help.
they don’t have numbers to call bell services at AK… I’m currently on hold with the general Disney line (75 minutes and counting)
Does anyone have a number for guest services or bell services for Amimal Kingdom?
any other ideas??
I’m so very disappointed with the service I’ve gotten.. although I’m a platinum Marriott.. the lack of assistance from this hotel management makes me mark it off the list of any future stay…

night manager “Cynthia” said.. it’s not our issue.. shrugs shoulders… walks away…

 

[GADisneyDad14]

Could be a long shot, but maybe walk over to BWI and see if Bell Services or a resort manager can assist you in either getting in touch with AKL Bell Services or some other option.

 

[DebbieB]

That’s why I get an Uber. BLT to BWV, $15 plus tip (XL), me and my luggage there in 15 min.

 

[mouschievous]

I sure hope it's resolved by now, but just in case, the number for Animal Kingdom Lodge is (407) 938-3000.

 

[a1tinkfans]

Hope this worked out. Awful service from Cynthia AND DOLPHIN.. thx for posting as it’s the Only way others know What to expect and this example of a Disney affiliated hotel is Glaringly …Negative.
pixie dust ur way OP!

 

[SteveH]

Hate to say it but best bet would have been to Uber over to AKL.

I think this is a disconnected service now between the Disney Resorts and SwanDolphin that used to be a cooperative venture, like the buses I think Disney had just stopped working with SwanDolphin on anything that requires people. While frustrating the manager at SD really may have no way to contact them.

Hope things worked out.

 

[Marthasor]

This is precisely why we transfer, on our own, between Marriott and WDW properties. I'm actually surprised AKL took the transfer. The last time we tried a WDW to Swan/Dolphin luggage transfer (pre-covid), we were told they wouldn't do it (this was at GF). I'm sorry the Dolphin staff isn't being helpful, but this is on WDW, IMHO. Just as I wouldn't expect a hotel to work with my airline if the airline lost my luggage, a Marriott property has no control over what a WDW property does with your luggage. And, as PP mentioned, WDW has dropped Swan/Dolphin from their transportation routes (my understanding it was due to a contractual dispute in the building of Swan Reserve) - not that that is connected with luggage transfer, but it is indicative of the distanced relationship between WDW and the onsite Marriott properties. Unfortunately, I think you would have better luck heading back over to AKL and asking bell services what they did with your luggage.

 

[karma459]

Just to give an update.. after 2+ hours wandering around the lobby, the Manager of Bell Services, Anthony drove over to AKL. He found our luggage and said it was just “sitting” at their bell services.. was never even put on a transfer vehicle.. and yea, it was all tagged with the bright pink transfer tags.. apparently it was just ignored…
I’m glad it was found, but still shaking my head that the bell services desk doesn’t have a list of all other resorts bell service desks…
If their going to offer the service, then this is an easy fix… otherwise it should just be discontinued and save everyone the headache.

 

[happiestpoe]

still shaking my head that the bell services desk doesn’t have a list of all other resorts bell service desks…

Eeeesh, you'd think there would be better communication amongst the WDW resorts and the 'good neighbors'. Glad it's resolved anyway!

 

[Jadyreen1282]

Just to give an update.. after 2+ hours wandering around the lobby, the Manager of Bell Services, Anthony drove over to AKL. He found our luggage and said it was just “sitting” at their bell services.. was never even put on a transfer vehicle.. and yea, it was all tagged with the bright pink transfer tags.. apparently it was just ignored…
I’m glad it was found, but still shaking my head that the bell services desk doesn’t have a list of all other resorts bell service desks…
If their going to offer the service, then this is an easy fix… otherwise it should just be discontinued and save everyone the headache.

Sounds like they went the extra mile to a satisfactory conclusion.

 

[Marthasor]

Just to give an update.. after 2+ hours wandering around the lobby, the Manager of Bell Services, Anthony drove over to AKL. He found our luggage and said it was just “sitting” at their bell services.. was never even put on a transfer vehicle.. and yea, it was all tagged with the bright pink transfer tags.. apparently it was just ignored…
I’m glad it was found, but still shaking my head that the bell services desk doesn’t have a list of all other resorts bell service desks…
If their going to offer the service, then this is an easy fix… otherwise it should just be discontinued and save everyone the headache.

I'm not surprised. In fact, I would even go so far as to speculate that AKL bell services took and tagged your luggage and then didn't know what to do with it because WDW resorts do not transfer to the Marriott properties. I think you, unfortunately, received bad info from the AKL CMs, which, again, given how many new hires they have - I'm not surprised - they may not have even known that Dolphin isn't a WDW property. I guess I'm having a hard time understanding why you are placing any blame on the Dolphin when AKL is the resort that was responsible for the transfer, they never transferred it and, ultimately, the Dolphin staff went above and beyond to find your luggage. Kudos for Anthony for finding your luggage for you.

 

[BillFromCT]

I'm not surprised. In fact, I would even go so far as to speculate that AKL bell services took and tagged your luggage and then didn't know what to do with it because WDW resorts do not transfer to the Marriott properties. I think you, unfortunately, received bad info from the AKL CMs, which, again, given how many new hires they have - I'm not surprised - they may not have even known that Dolphin isn't a WDW property. I guess I'm having a hard time understanding why you are placing any blame on the Dolphin when AKL is the resort that was responsible for the transfer, they never transferred it and, ultimately, the Dolphin staff went above and beyond to find your luggage. Kudos for Anthony for finding your luggage for you.

If you look on the Swan/Dolphin resort thread there are numerous comments over the past few months of people transferring their luggage from and to Swan/Dolphin and a Disney resort hotel. So they do continue to transfer luggage between the properties.

 

[DizneyFamof4]

Glad everyting worked out eventually. I personally would not have waited that long and would of head back to AKL to try and locate our luggage. Luckily we drive so we never have to worry about bell hops, because I am the bell hop. LOL

 

[Mrs.AMC]

How frustrating. I too would have been on my way to AKL to figure it out, not dealing with a phone call. Especially when you waited 75 min on hold. You could have been there in 10 min. So that I don't comprehend actually. At any rate, that is a real shame they left the bags behind. It happens though. I once had my gate checked bag left on the tarmac. We have small planes that fly out of here and they require you to gate check anything larger than a backpack. Mine was left behind. Very rare but things happen due to human error.

I'm not surprised. In fact, I would even go so far as to speculate that AKL bell services took and tagged your luggage and then didn't know what to do with it because WDW resorts do not transfer to the Marriott properties. I think you, unfortunately, received bad info from the AKL CMs, which, again, given how many new hires they have - I'm not surprised - they may not have even known that Dolphin isn't a WDW property. I guess I'm having a hard time understanding why you are placing any blame on the Dolphin when AKL is the resort that was responsible for the transfer, they never transferred it and, ultimately, the Dolphin staff went above and beyond to find your luggage. Kudos for Anthony for finding your luggage for you.

We moved from CR to Swan on NYE (2021) and was offered a luggage transfer when they heard we were moving to Swan. No, it was not a new to CR CM. We turned it down as we had a vehicle so we drove it ourselves but they do indeed do the transfers.

 

[Marthasor]

If you look on the Swan/Dolphin resort thread there are numerous comments over the past few months of people transferring their luggage from and to Swan/Dolphin and a Disney resort hotel. So they do continue to transfer luggage between the properties.

As I mentioned, I asked for a transfer from GF to Swan and was told WDW does not transfer to Marriott properties. I then called a Minnie Van and even that CM pushed back saying he also wasn't allowed to transfer our luggage since it was not a WDW resort. I have seen past reports of Marriott transferring to WDW, but not vice versa and have not seen any recent reports (please link if you see anything recent - I'm on that thread pretty frequently as I stay at Swan/Dolphin multiple times a year). I, typically, see a lot of people asking this question with no one ever actually confirming whether the service exists or not. I, personally, would never trust a transfer between different property brands - I think OP's experience pretty much solidifies my thoughts on this "service". AKL did not transfer her luggage.

We moved from CR to Swan on NYE (2021) and was offered a luggage transfer when they heard we were moving to Swan. No, it was not a new to CR CM. We turned it down as we had a vehicle so we drove it ourselves but they do indeed do the transfers.

Sounds like you made the right choice.

 

[BillFromCT]

As I mentioned, I asked for a transfer from GF to Swan and was told WDW does not transfer to Marriott properties. I then called a Minnie Van and even that CM pushed back saying he also wasn't allowed to transfer our luggage since it was not a WDW resort. I have seen past reports of Marriott transferring to WDW, but not vice versa and have not seen any recent reports (please link if you see anything recent - I'm on that thread pretty frequently as I stay at Swan/Dolphin multiple times a year). I, typically, see a lot of people asking this question with no one ever actually confirming whether the service exists or not. I, personally, would never trust a transfer between different property brands - I think OP's experience pretty much solidifies my thoughts on this "service". AKL did not transfer her luggage.



Sounds like you made the right choice.

Nov 2, 2021

Jedimike said:
Will bell services transfer luggage from a Disney resort (ie, Contemporary) over to the Swan Reserve? Vice Versa?

I was at Dolphin late October (few weeks ago) and the Polynesian transferred our luggage to the Dolphin. They said it would arrive later in the day, between 4-5 and it did.

 

[Marthasor]

Nov 2, 2021


I was at Dolphin late October (few weeks ago) and the Polynesian transferred our luggage to the Dolphin. They said it would arrive later in the day, between 4-5 and it did.

That's great for this one guest, but why would anyone trust this is actually going to happen when everyone is getting conflicting info from different resorts? I am told no by two CMs from two different departments, the guest above got a transfer and OP had her luggage sitting, ignored at AKL? AKL didn't transfer her luggage and GF wouldn't transfer mine. I haven't had my luggage transferred between WDW resorts since 2011 and this is precisely why. Disney service just isn't known, anymore, for attention to detail, consistent customer service or consistent messaging to guests. I do not trust that they will actually transfer my luggage and OP's experience did not surprise me in the least, unfortunately. In my first response to OP, I suggested she go back to AKL to find out what they did with her luggage and, well, that's precisely what they had to do - again, kudos to the Dolphin staff for fixing AKL's massive blunder.

 

[a1tinkfans]

Glad u got ur luggage OP.

 

[Mrs.AMC]

That's great for this one guest, but why would anyone trust this is actually going to happen when everyone is getting conflicting info from different resorts? I am told no by two CMs from two different departments, the guest above got a transfer and OP had her luggage sitting, ignored at AKL? AKL didn't transfer her luggage and GF wouldn't transfer mine. I haven't had my luggage transferred between WDW resorts since 2011 and this is precisely why. Disney service just isn't known, anymore, for attention to detail, consistent customer service or consistent messaging to guests. I do not trust that they will actually transfer my luggage and OP's experience did not surprise me in the least, unfortunately. In my first response to OP, I suggested she go back to AKL to find out what they did with her luggage and, well, that's precisely what they had to do - again, kudos to the Dolphin staff for fixing AKL's massive blunder.

We've transferred between Disney resorts countless times, post pre covid and post covid. Never once, have we had an issue. That doesn't mean they can't happen, you can also have bags lost by airlines. But it does say to me it's not common. So the fact that a, you won't do it since 2011 doesn't mean it's a bad idea and b, that you won't do it for Swan/Dolphin doesn't mean it can't be done. Everyone should go in to luggage transfer with the full knowledge that it can result in issues, just like airlines can have and that you need to be responsible for dealing with issues not expecting it to solve itself. If you aren't willing to take the risk move them yourself (much like if you aren't willing to risk airlines handling them then you need to carry bags on, as long as you don't fly through a commuter airport.