Is AKL concierge/club having e-mail or phone problems?

[FairyDust2008]

The reason I ask is that I had e-mailed them after booking my resort to make 1st contact. It took 2 e-mails to get a response. I was a little inpatient that time but they did get back to me a week later and I rubbed it off. Then, I made contact via phone and wasn't able to talk to an actual person, however I left a message for concierge and it has been about a week later and I've received no call back. I had stated on the phone about wanting to book the sunrise safari and had given my contact numbers and our reservation number, dates, etc but still haven't gotten a call back. I'm getting a little inpatient again, LOL I really want to stick with the AKL Lodge although I find myself floating back to the Poly because we have always wanted to stay there too. I'm not intersted in a split stay so we decided on AKL for several great reasons. I'm not sure why the past few days, I've been thinking of doing the Poly instead. Maybe the not so great communication with AKL for whatever reason, I don't know Other reasons like possibly thinking it better to be on monorail and being closer to entertainment and other food choices. We love everything about AKL too so I'm not sure why I'm doing the up and down thing. Oh well, bear with me Just wondered if anyone else has experienced not so great stellar service right off the bat with concierge/club? Please share-THANKS!

 

[greenpea89]

Hang in there and just keep trying . We are staying in a suite (concrg. level) at AKL in July and it took me 5 days (calling and leaving repeated messages - no return call, etc.) to get to a "live" person at the itinerary planning desk. They actually just picked up the telephone the last time I called ! I know it's frustrating but when I was able to speak with someone she was TERRIFIC (!) even though I was a combination of grouchy and elated when she answered the telephone. Her great attitude went a long way towards calming my worries about service quality at the club level at AKL. I think they must be very busy or having a problem with the message service at the Itinerary Planning Desk. Good luck!!

 

[ConcKahuna]

I think they may be slightly short-staffed at the moment. A few of the other resorts with CL concierge share IPO offices, and so have more CM's, but the AKL has it's own. Since it has a rather small concierge, I'd be willing to bet they only have a couple of people in there.

 

[IWISHFORDISNEY]

When I delt with them it was only Don (who transferred from the Poly IPO) and Juanita. They are both great but there are only 2 of them. It was also just presidents week which is always very busy in Disney. Keep trying you will get them. The other resorts share and I have herd this complaint before. That is why I usually book my own ADR's and if there is something I cant get I ask them. Hope that helps.

 

[ConcKahuna]

When I delt with them it was only Don (who transferred from the Poly IPO) and Juanita. They are both great but there are only 2 of them. It was also just presidents week which is always very busy in Disney. Keep trying you will get them. The other resorts share and I have herd this complaint before. That is why I usually book my own ADR's and if there is something I cant get I ask them. Hope that helps.

It being Presidents week isnt the biggest issue. The main thing you have to remember about IPO offices is that they will be doing most of the planning for about 6 months ahead of the current date. That means they are probably slammed with reservations for the 4th of July time period at the moment, as well as the end-of-summer August rush.

 

[IWISHFORDISNEY]

It being Presidents week isnt the biggest issue. The main thing you have to remember about IPO offices is that they will be doing most of the planning for about 6 months ahead of the current date. That means they are probably slammed with reservations for the 4th of July time period at the moment, as well as the end-of-summer August rush.

Never even thought of that. Very good point!!

 

[tfero]

Forget the itinerary planning dept..just bypass it like I did a couple of days ago...call the front desk and tell them to connect you to concierge...I called and got a concierge CM and he checked availability for me and booked the sunrise safari for me right then after I explained the difficulty(nicely) that I was having with getting a call or email back from them...amazingly enough I got a call a few hours later from the itinerary dept wanting a deposit as the concierge CM that helped me booked the sunrise safari for me without a deposit! Also, I might add that I am arriving there tomorrow and the safari I booked was for this Sunday! I was so thankful that they still had space!

 

[JoanneNC]

Forget the itinerary planning dept..just bypass it like I did a couple of days ago...call the front desk and tell them to connect you to concierge...I called and got a concierge CM and he checked availability for me and booked the sunrise safari for me right then after I explained the difficulty(nicely) that I was having with getting a call or email back from them...amazingly enough I got a call a few hours later from the itinerary dept wanting a deposit as the concierge CM that helped me booked the sunrise safari for me without a deposit! Also, I might add that I am arriving there tomorrow and the safari I booked was for this Sunday! I was so thankful that they still had space!

Small world - My family and I will also be on the Sunday Safari..
I had some delays right after I committed and booked back in Jan - but ever since then - almost immediate email replies..
I do know that yesterday they were probably slammed with some DVC members that received incorrect information about one of the Savannah's being emptied - well the dates were wrong - it indicated immediately through to 2009 and in reality it's a few months in 2009- I know they were probably slammed with emails/phone calls.