Hostile/indifferent CMs at AKL check-in?

[mat2672]

Ive stayed at disney many times and the bottom line is that even at disney your going to run into a knucklehead or 2 who hate their jobs or are having a bad day or week and take it out on you. but, on a whole I bet youll find that 9 out of 10 times the cm's will be great. Believe me, I understand being frustrated at an ignorant cm. It drives me crazy at a place like disney, but I know its a rare thing and the thing is that you dont have to put up with it. Just ask for someone else.

 

[Janet2k]

Mat2672, you're right. All kinds of folks exist in the world, even Walt Disney World.

I have stayed at the AKL three times. I found the folks working the front desk to be helpful, kind, and efficient. I have had problems at other resorts but never the AKL.

 

[Jubaby]

When we stayed at AKL in March I did have one rude CM at the front-desk. We checked in early (7:00 am) one morning and then went to a park. We we went back to AKL around 2:30, I called the phone number they give to see if the room was ready. Over the phone I was told our room was ready and given our room number. When we went and tried to get in our room, our keys would not work. So I went to the front desk for help. The CM was rude and told us "of course" the keys would not work because the room was not ready, and the room we tried was not our right room. I said it was the room number given to us from the person on the phone, and the CM didn't act like she believed that I had even called the phone number, because she was certain that our room was not ready. After a length of time searching on the computer she found our room keys had not activated properly and the room number was correct and was ready.

Oh well, I certainly didn't let that spoil my vacation, and overall we were very impressed with the AKL. Every other encounter with CM were wonderful, and I guess everyone's has a bad day now and then.

 

[luvdzny]

We were there in Nov. and in June. Both times the front desk CM's were great. This time I even wrote a note of praise about Claire, she is one of the CM's at the front desk. When we checked in, the CM was very friendly, she was even excited that we had gotten the bunk beds we requested. Later in the week we had some questions and spoke to Claire, she was a lot of fun, and full of information. We have not run into and "unfriendly" CM's anywhere at AKL. On the other hand we had a terrible experience at Poly concierge last year, and most people say the service there is excellent. So I guess as with anywhere you go in life, occasionally you will run into someone who is having a bad day and takes it out on you.

 

[BriarRosie]

Originally posted by Gary M
We have stayed at the AKL twice, since Sept. of last year. The CM's at check in were very friendly and helpful. We have stayed at WDW resorts 26 times, at six different resorts and only had one bad experience at the check in. The nasty person we encountered, was at the front desk, at the POLY.

Oh terrific. I hope I never see him/her. LOL!

 

[epcotfan]

I think one needs to take trip reports with a grain of salt. What may be perceived as rude to one person may not be seen that way by another guest. I'm not saying blatant rudeness is acceptable. BUT I can only begin to imagine the requests the registration clerks get day after day at AKL. Especially when it comes to room assignment and view. I think my Mickey ears might slide too if I had a guest asking for unreasonable requests that aren't available (especially when it is busy) and won't take no for an answer. (And no, I'm not pointing fingers here)
I read several Disney message boards and I am always stunned at some of the unbelievable resort requests. Maybe its just me but as long as I'm checked in ok and my room is alright I'm a happy camper on vacation. The way I see it if I want a view I pay for it. If I don't...well then I leave it to chance. Room requests are just that...a request, not a guarantee.
I also don't need every Disney employee to have a perpetual smile on their face to enhance my vacation.

 

[Poohshoney]

Hi lilboo! Thanks for all the kind words - I really hope there’ll be a sequel too! I wondered whether `Mary´ was causing me problems as well but the CMs at CBR and Riverside coped ok. The CMs at Riverside were absolutely fantastic, every one of them. I realised yesterday that I should have asked if you’re thinking of going to AKL. If you are, GO! I really recommend it.

I worked in customer service for years - I don’t have unrealistic expectations. The check in CMs (ALL but one) we spoke to/watched dealing with other guests were well below standard. And both times were mid-morning – they didn’t appear stressed out at all, quite the opposite. Only the nice man was later in the day and he did seem a little stressed. Still nice though!

Just to clarify - we paid for a savannah view. My only request was a second or third floor room. Eliza, the fantastic CM who took my booking added a king bed request, trying to be nice to make up for the problems I'd had booking (our address froze the system). The letter we handed in asked to cancel this, nothing else. I hadn’t realised those rooms are adapted for guests with mobility problems - I'd rather leave those for the people who need them but the request was still on our booking when we checked in.
We were actually assigned the perfect room - the CM agreed with us, then very aggressively tried to talk us into two other rooms. I was very polite about sticking with the original – I was NICE to them all. I know this because my husband later congratulated me on the way I'd dealt with them – that’s how bad it was.
I'm genuinely very pleased for everyone who’s had great check in service and hope that’s the kind everyone gets – it’s how it should be.

 

[dumboroo]

Originally posted by epcotfan
BUT I can only begin to imagine the requests the registration clerks get day after day at AKL. Especially when it comes to room assignment and view. I think my Mickey ears might slide too if I had a guest asking for unreasonable requests that aren't available (especially when it is busy) and won't take no for an answer.

Working at the front desk is the CM's job, they must be familiar with many outrageous requests everyday. Everyone deserves to have a bad day, but when most of the front desk CMs are having a bad day it makes you wonder.

Poohshoney, I am sorry your trip started off as it did. I hope it got better with time.