Is this normal for AKL bell service? (Long)

[DisneyWisher]

This was our first trip to AKL. We have stayed at other Deluxes before (Poly, WL twice, and CR twice). At the others as soon as you pull up someone is there to assist you with taking your luggage out of your car, welcoming you, and telling you where to park while you check in. At AKL I sat in my car for a few minutes, no one came to me, So I got out of my car, again nothing, so I walked over to what looked like someone in charge (plain clothes wearing a name tag and pin lanyard) and asked how do I go about getting assistance with my luggage, I was told "I make sure someone comes right out". Oh I forgot to mention while standing by my car a limo and towncar pulled up and was helped immediately while I stood there looking like a fool. Well as I went back to my car and waited here comes another towncar that pulls in front of my car and what do you know here comes someone from bell services "Do you need help with your luggage?" to my surprise they were not talking to me but to the towncar riders. I must have had this jaw-dropping look on my face because Joshua (bell srevices) comes from taking luggage to a bus and askes if he can help me with anything. I ask if he could help with my luggage which he did, when I explained what had been happening he apologized, gave me the ticket and said as soon as I had a room number to call for my luggage, tipped him and I was on my way. Checked in (training CM was not very informative and this was my first time at AKL) get to my room (we loved our room 1456 right by the door that leads to Mara's, the arcade, and the pool). Call for my luggage and it gets delivered within 10 mins but it is missing 1 bag, the important one (PS2, games, and movies) I follow him back to the lobby and they find the bag. But is this normal? Is it different at AKL than the other deluxes as far as taking luggage out of the car? I am a tipper, I tipped both of them $5 (5 bags). When checking out we took the luggage ourselves.

Maybe I just expected too much?

 

[Chip 'n Dale Express]

I don't know the exact situation, so I cannot comment. However, when I worked at Pop Century, we would place bags with valuables (such as a PS2) into a locked cage, seperate from the rest of the luggage. Perhaps this was the case, and the person delivering the luggage forgot to check the cage?

 

[Cass]

Definately just a fluke and not the norm.

 

[Peter Pirate]

As much as I love AKL...And you all know that I do...This is not a fluke. It happens quite frequently and it's happened to me twice...Which is why I no longer valet at AKL.

My opinion is that since AKL is a less expensive deluxe they have had more upgrading moderate and budget travelers who do not wish to use bell services. So many, in fact, that bell services at AKL is quite gun-shy. I don't think this is acceptable and by offering such spotty service they have induced guests such as myself, who always used valet, to quit doing so.

The front desk at AKl is another area that continues to be hot or cold. Generally the FD staff are more laid back in keeping with the theme of the hotel but often seem lethargic and unenthusiastic...Never rude or unhelpful, IMO, just less than the outgoing Disney CM's we're used to.

Aside from these glitches, which do not happen everyday, but far to often, IMO, the AKL is an absolutely great Resort!

 

[ILoveWDW2003]

Not the norm from my experience. We had outstanding service for our trip to AKL this past October - was MUCH better than the bell service that we received from WL the previous November.

In fact, I was BLOWN AWAY by the great service we received at AKL during our trip.

My 14yo son and I are returning there in June, and we will be returning to WL in December.

 

[jl3614]

I was at AKL a couple weeks ago and experienced similar Bell Service. We pull up and were not directed where to park, sat for a few seconds then when no one approached we turned the car off and slowly unloaded the luggage. Only after we had all the luggage out of the car and start to haul it into the hotel did someone approach us and ask if we need some assistance. We politely declined. All the while we unloaded, 1 person was helping a Limo and two or three other guys were just talking among themselves.

Our desk experience was very good, we had an efficient and knowledgeable CM, and the good fortune of no line.

 

[ducklite]

We've stayed there three times, never arrived by limo, and always there is someone to open the door, take our luggage and take us upstairs to check-in, or even right to our room if it's ready.

Anne

 

[MrsJ Henry]

When we were there in Nov we had excellent service!!

 

[Peter Pirate]

Well, I should point out that I've stayed there 13 times and LOVE the place, so my opinion of less than stellar consistency does come from a wealth of knowledge. and objectivity.

 

[MouseDogMom]

We stayed there in March (1st time) and had the same experience with bell services. Pulled up, waited a couple of minutes, got out, started unloading our bags and putting them on the curb. We desperately needed a bell cart (at least) so my husband asked the first person he saw if we could use one, and the CM said he was with valet parking but he'd get someone with bell services to help us. Only then did we get the right person who loaded our bags on the cart and then arranged to bring them to the room. It took about 20 minutes for the bags to come up, but the bellman was terrific and very helpful.

Other than the confusion at the beginning, though, we had excellent service from everyone at the hotel. My daughter was writing a paper on AKL when she got back from spring break, so we had a list of questions she needed answered, and we had a blast in the lobby finding the people who could help us. We finally ended up with the general manager, who ending up sending a whole packet of information to our room along with a lanyard full of pins!

We'll definitely return, despite the less than impressive beginning.

 

[LisaS]

Stayed at AKL in late Jan this year. We pulled up in front of the hotel in our rental car and by the time DH had popped the trunk, someone was there asking if we wanted assistance with our luggage. We said yes, and he immediately got a cart and unloaded the bags from the trunk onto the cart! I was very grateful for the prompt service: we had one large bag each, one carryon each and had stopped at a supermarket on our way from the airport and had a case of bottled water, a shopping bag containing a couple of bottles of wine and a couple of bags of groceries! I went to check in while DH parked the car. We went to our room, called the Bell desk for the luggage and had our bags about 10 minutes later. No complaints!

 

[TammyC]

I really, really like AKL, but also had some problems with bell service. We arrived in our rental car, and I had to go to the window and ask for help. When we were ready to leave, I called ahead for luggage assistance. It took them so long to come, I almost started down the hall -with 3 suitcases and 2 carryons by myself (DH and DS had gone to pull up the car).

 

[Peter Pirate]

For all of the "we had good experience' comments, I have no doubt that the good still outweighs the bad in this particular debate...BUT, the fact that these issues DO exist and continue to exist does point out an area that AKL needs to address.

 

[SqueakyMouse]

Dh and I stayed at AKL this past Oct. The service everywhere was outstanding!

 

[rmontgo892]

I have yet to stay at the AKL but with 30+ trips and have stayed at just about every other place in WDW...there were a few times I had to wait. A few times certain bags/luggage were forgotten. While I would never say it's the "norm" it has happend. Oh yea...had a few CM's in training too that were learning the ropes. I am trying to remember if the times that we waited were car rental or town car???

Sorry it didn't run smoothly at the beginning!

Do you all really believe (those that do) it's an AKL prob? Couldn't it be more of a CM in training, busy time, or the bottom of the barrel CM's on that particular day?

 

[DisneyWisher]

I knew that the CM that checked us in was training, I don't blame her for not supplying us with info but the guy training her I do blame. If she isn't trained correctly then how competent will she be? I've stayed at Disney dozens and dozens of times, I know about the long distance phone charges when using their phone but what about people that are staying there for the first time. A 2 minute call could cost over $5 and you won't find our til check-out. The most useful person that explain more to us about what the resort offers and everything having to do with seeing the animals (night goggles, feeding times, where to find each animal) was the guy from room service. I think this guy is definite front desk material but maybe he makes more from room service. he was friendly, helpful, and welcoming. I guess just what I needed after what happened the first 15 minutes of entering the resort. I need to find an email address to write to, so i can tell them about my experience. I guess what bugged me the most about bell services was that I was passed up for limos and towncars. Like I was not welcomed there because I drove myself.

 

[Disney Planner Mama]

We stayed in AKL in February, had stayed there previously and loved it, thought service was fantastic. But sadly I thought the service had gone downhill this time -- not a lot but noticeably enough that I think we'll do a different resort next time. Few staff went out of their way to be friendly, requests for services from housekeeping or the front desk had to be repeated. And Bell Services did need some nudging. This was Superbowl week, and at first I thought it was just because the hotel was very busy with people who were combining a Jacksonville superbowl trip with WDW trip, but it wasn't any busier than it would be during spring or summer breaks, so why the sluggish customer service?

That being said, the resort is absolutely beautiful and well worth a visit if you've not been there before.

 

[rmontgo892]

I knew that the CM that checked us in was training, I don't blame her for not supplying us with info but the guy training her I do blame. If she isn't trained correctly then how competent will she be? I've stayed at Disney dozens and dozens of times, I know about the long distance phone charges when using their phone but what about people that are staying there for the first time. A 2 minute call could cost over $5 and you won't find our til check-out. The most useful person that explain more to us about what the resort offers and everything having to do with seeing the animals (night goggles, feeding times, where to find each animal) was the guy from room service. I think this guy is definite front desk material but maybe he makes more from room service. he was friendly, helpful, and welcoming. I guess just what I needed after what happened the first 15 minutes of entering the resort. I need to find an email address to write to, so i can tell them about my experience. I guess what bugged me the most about bell services was that I was passed up for limos and towncars. Like I was not welcomed there because I drove myself.

Disney does listen and will respond! I would definitely "write." Response time can take a bit so don't lose heart!

Guests like you help out other guests like me when you bring situations like the bell service problem to their attention!

I would stress the first impression scenario and that in all your times visiting, this was the first time you ever felt less than welcome due to driving yourself!

Thanks and good luck!! Please keep us updated!

 

[*Fantasia*]

Whether it be moderate, value or deluxe, when there's no one to help us, I get out of the car and look for someone to help us. These little things does not bother me. The way I see it is that everyone is busy and they are probably taking the bags to their rooms already. I still tip them pretty good. $10 for only 2 luggages. I think I am a good tipper. $20 for 3 bags plus a small carry-on.

No.. I wouldn't look like a fool. If anyone who is a fool are those who are not getting my $20 tip!! Ha ha ha ha... It's their loss!

 

[Ladyhawke10]

Whether it be moderate, value or deluxe, when there's no one to help us, I get out of the car and look for someone to help us. These little things does not bother me. The way I see it is that everyone is busy and they are probably taking the bags to their rooms already. I still tip them pretty good. $10 for only 2 luggages. I think I am a good tipper. $20 for 3 bags plus a small carry-on.

No.. I wouldn't look like a fool. If anyone who is a fool are those who are not getting my $20 tip!! Ha ha ha ha... It's their loss!

I have stayed in AKL concierge and had no idea that someone usually whisks you up to that floor until seeing it elsewhere on another message board. I was like, "No, you just check in normally at the front desk when you are staying in concierge," and the OP said, "uh, no they usually bring you up." LOL I am always brought up the concierge area in other hotels, and this happened at WL CL, but it was funny to hear much later that I wasn't supposed to go to the front desk