Just back last night from the Poly Concierge. Lukewarm review.

[KathyTX]

No argument there, mhopkins2!

 

[disney4us2002]

Also, I was serious in my question about what exactly concierge staff will do for guests. I've read various sites, the Disney guidebooks, etc. and it just doesn't seem clear. On allears (I think) there is a description of 'types' of concierge service as examples but nothing definitive. Since the concierge staff sends letters to their guests beforehand, I would expect the letter to state what they can do for me. Is that not accurate?

 

[wannabee princess]

Sorry to hear you were disappointed in concierge at Poly.

I wanted to mention something to others who may be planning to have a "gift" waiting in their room at check-in. When I called AKL concierge prior to our trip to arrange for a little "something" (Santa hats with Mickey ears) to greet my boys, I was transferred to a specific person (not the regular concierge person that answered the phone). This lovely sounding person specifically asked me what amount I was willing to spend (I wasn't positive, but asked on the boards what the cost was and was told around $15 each. I went over that amount and told her $50 total). She at that point asked me for my CC # and told me she would call me to let me know the exact cost. She phoned back in less than 30 minutes to tell me the exact cost, and that she would have them in hand that day.

When we arrived, the gifts were waiting, and as I was shown our concierge folder in our room (by the best! bellman ever - Joe!), there was a small envelope with the receipt inside (he didn't pull it out of the envelope, just stated that that was ours - it didn't spoil the thought that Mickey himself delivered a special gift).

So, if you do happen to ask concierge for a "gift" to be delivered to your room, I would expect them to ask for an amount you are willing to spend, and then to make sure you want it billed to your CC. Hope this helps others!

 

[Wendi]

Hi again! We tried to switch over to the GF for the remainder of our stay, but they didn't have openings. I'm sad that you had a bad experience as well, but at least I know we where NOT alone. I agree about the one lady in the Mornings....she was so nice to my girls. I know the "True Polynesian Fans" don't want to think that the CM's could be so rude and that it must be us, but they were HORRIBLE! I just did my normal "Hello or Aloha" and went on to enjoy my vacation.

My question is this: Why would they offer a Concierge Service, send out information cards or call the guests, then ask if there are any special events. Once that information has been given, why would they ask if you wanted to do things for the "special" person then NOT DO IT! Why would they say TAKE ALL THE EXTRA DRINKS OR FOOD........then have people compain if they saw someone actually do it. People tell people different things and I feel that some people who happen to have a little bad luck with the GUEST SERVICES end get bashed like they were expecting to be treated like Brittany Spears and have personal assistants everywhere. It's hard for people to put EVERY LITTLE DETAIL into these discussion posts, so people take a few key facts and as ppony said ...... run with it. I don't understand why they would tell someone on the phone that they will set it up, then don't. I worked customer service for 13 years (lucky #13) and if I told someone I would do something, I would do whatever it took to get it done. That's just me. That's why I never let them do PS's for me because I understand that there are many more guests in that building other than my family. I may be paying the same, but since I know how to do it..............I will do it myself. I will use them only when I need to. Many people work and need those services because they can't call or do all the leg work on the phone from work. It doesn't matter if it was the Polynesian, the Grand Floridian or the Yacht Club! It all comes down to it was a people thing and the one's that took that position DROPPED THE BALL! Again, there is something to LOVE about EVERY Resort; however some CM's have soured the impression of some resorts due to their lack of wanting to work. Maybe it's easier in peak season because they know they can't chat on the phone. Maybe it's easy for them to talk to friends in the slow season so we pay the price. FACE IT! We won't know why these things happened, they just did. Let's not BLAST someone for letting us know that they had a BAD experience..........after all it was their experience and we were NOT there. Sorry to have gotten on my soap box, but it is very hard to translate your every step in a situation into a post for hundreds of you to understand.

There's alway the next trip...

 

[Disney Ella]

On one of the other concierge threads, someone else mentioned that Tara promised all sorts of things and never delivered. They were told that Tara just sits in an office somewhere and makes promises she doesn't keep. I would definitely mention her if you write a letter.

 

[Sammie]

This is not a direct response to the OP, but to problems with concierge in general. After reading several reports about people unhappy with concierge service at Disney I see 2 similarities in each situation.

1. Many have unrealistic expectations of what concierge does or does not provide.
2. Disney needs to be very clear in communicating what they will do and will not do for a concierge guest.

 

[ppony]

Quick responses though it is long

Man Wendi, I’ll learn my lesson next time, but you hit the nail on the head for me 110%. Why offer something, say you’ll do it and not. Why do they send that itnerary thing if they don’t intend to use it? Thanks SO much Wendi for verbalizing what I had trouble doing.

With respect to room service, yes, it would have been easy to do that from the room, BUT my family was going to be in the room every time I was and it was meant to be a surprise to my mom and prior to the trip I thought it’d be hard to call that in without her knowledge. And since the con. does offer to set up PS’s and get tickets and all sorts of other things…they do say if there is something we need to not hesitate to ask…so what was wrong with asking? Also, yes, there are organizations to make the wishes happen but they told me they would do it and when I spoke with them of the phone, they even said "I’m going out this afternoon to get a bunch of stuff for other people as well." So they DO do that stuff. I don’t understand what people are thinking Concierge should and should not do. If one uses common sense, it should be doable. They provide services…yes, they are services that we can all do ourselves but what are we paying for then? My checking wasn’t exactly smooth in fact, it was harder than any others I’ve ever had and there have been about 8 at other Disney resorts. All went easier than that. The check out was just the same as other resorts. I wasn’t asking for much and I didn’t ask for anything without ASKING if they could. In fact, when I asked about the "surprise" I said "I don’t know if you do this or not and if you don’t, could you point me in the direction of someone that does?" So I covered that base there. I asked for everything, I didn’t demand anything. Everything I asked for was heartily agreed to. It’s obvious some of the info was in my file because they knew some of what was wrong when they went in to look at it after I called to say what was missing.

Thanks to those that spoke up for this. I wasn’t off base on any of it…I wasn’t asking for anything overly extravagant…just coffee, balloons, a stuffed animal and boxes. I guess I don’t understand why someone would agree to something and not carry through. I can absolutely entertain more questions

Obviously, people have good and great experiences or the places wouldn’t survive. I’m just sharing mine. It’s not right to share the good only as it’s equally not right to share the bad. I do and did give credit where it was due when things were good. I’m a HUGE believer in recognizing good people. I’ve often gotten a hold of managers when I’ve been really really well treated. When people went above and beyond. I rarely, believe it or not, complain to anyone when it’s not good. This was a case though where I felt I would have been much better off with a cheaper room…then I would have done everything for myself and not have had a staff treat me like I was putting them out when I got there. There was an older woman at the desk the last day we were there, I didn’t catch her name but she was SO nice and I only had a brush with Phillip for a few moments but he was very pleasant as well, it was Becky and one other woman whom’s name I didn’t catch that were rude beyond belief. Becky was the one that was chastizing me on the phone for asking for shipping boxes. She got really snotty with me when I asked and said she didn’t know who I had spoken to the day before that said they’d do that for me but it wasn’t their policy to do that . When I asked her not to yell at me she said she wasn’t and immediately asked what else she could do." Well, for one, I had just ASKED the con, desk where I could find them or if they knew how to get them, they offered to get a few for me. Then obviously, never did. They made ressies for me for the luau and told me on the phone to just stop at the con. Desk to get them, but when I arrived there was a message saying I needed to go to the front desk to purchase them. Not a huge deal but when we were late getting into the room already and the Luau started at 5:15, we were under a time gun. Why are the cm’s there so disconnected from each other.

I’m VERY happy many of you have had wonderful experiences. I really am. If I hadn’t read so many good things about it I wouldn’t have wanted to stay there. But do not discount my experience and chalk it up to *****yness (no Brittney Sprears attitude here)…I did everything in a very polite manner and asked if I should do them or them and each time they offered to do the tasks. Including making the PS’s. All that stay there know a planner goes out to you just for that reason. What more was there? Sure I had high expectations for this trip because it was the first time to WDW for my mom and 3 1/2 year old son and I’ve been in a SERIOUS clinical depression for over 3 years…I had been so looking forward to the relaxation and having things taken care of that were able to be before hand so I didn’t have anxiety. I thought that was what concierge was for.

Wish I could express more and there was plenty that went right on the trip…NOT the woman that spilled beer all down my legs in line for Bear in the Big Blue House though. BEER in line for a toddler/preschool show????? Would have been better if she had gotten napkins or something. Nope, just sorry. Nice, I walked around the rest of the day smelling like a lush. You just can’t wash off that smell in a typical restroom.

 

[pirateofthecarolinas]

I just returned Saturday from 7 nights at the Poly Concierge. Tara made promises to me also and none of them were delivered. I was the last one out the door one night and I left some plush toys out for my 2 children. My kids were thrilled when we returned later on that evening. They were happy so I was happy. Tara also didn't make our final 3 days PSs. When they printed out our itinerary I noticed it and Luciano was happy to make them for me. He was delightful to work with.

We also stayed at the AKL Concierge and there is no comparison between the AKL and Poly. We were pampered at the AKL Concierge! The service and food were far superior. Don, Vicki, Juanita and Ann were WONDERFUL to my family.

Lori

 

[Bojangles]

Originally posted by pirateofthecarolinas


We also stayed at the AKL Concierge and there is no comparison between the AKL and Poly. We were pampered at the AKL Concierge! The service and food were far superior.

I agree. AKL concierge is wonderful. The Polynesian hasn't been the same since Don went over to AKL.

 

[Wendi]

Sammie,

Originally posted by Sammie
This is not a direct response to the OP, but to problems with concierge in general. After reading several reports about people unhappy with concierge service at Disney I see 2 similarities in each situation.

1. Many have unrealistic expectations of what concierge does or does not provide.
2. Disney needs to be very clear in communicating what they will do and will not do for a concierge guest.

I agree with #2 to an extent, but don't understand #1. I don't think that anyone has had unrealistic expectations. My experience stunk and I NEVER asked for anything until they encouraged me to do the picture and balloons which didn't happen.

I am just trying to understand why it is that if someone says something bad about the Polynesian it seems to be defended by others. I whole hearted believe in telling the good as well as the bad, but it just seems like so many are saying it's the people who had the bad experiences fault. People do screw up and obviously when you hear about some of the WONDERFUL things that Concierge has done for some people you would think that some little things would be NOTHING. They should NOT say they will do something then NOT do anything. When the Concierge staff tells you on the phone that they offer:

Breakfast offerings
Light Snacks mid day
Evening offerings
Drinks & Snacks throughout the day "Please take extra's"
Priority Seatings
Special Event arrangements
Travel Information
and I quote "Just about anything within reason you need".

Not that I would ever think about asking for an out of this world
request, but please. Disney does need to DEFINE it's DEFINITION
of what they are offering guests better. I know when we stayed at the Yacht Club, Melissa and I got chatty one night and I asked what the wildest thing was that someone asked them to do was.
She told me that a man asked them to go buy him underwear while he was out at the park. They couldn't believe it, but they called a manager and they DID have someone go get the man his DRAWERS! OH, MY GOD! NEVER. I just wish some would not jump to the conclusion that it is always the OP fault or the person who had the problem. People do error.

Sorry Sammie, this wasn't all for you. I jumped onto another soap box. I'm done now.

Don't get me wrong.....I Love the Atmosphere, Location and other
services that the Polynesian has. If I say there again it WON'T be in Concierge. I am thrilled for those of you who have had such Memorable Vacations with them without fault, so please don't cut down the people who had bad experiences that where UNPROVOKED!

Wendi

 

[ppony]

And please do note everyone, I said in my subject line "lukewarm review" not "bad review." I wasn't totally unhappy, just very disappointed.

And...someone asked on another post but I'm sure they're following this one too, they still ahd the pop our for people to take and had the huge bottles of water there to use but I'm assuming not take. We even got in at midnight one night and the pop was still out. No one said anything to us but I'm sorry if they did to others. I assumed from a prior con. stay at the GF that they were there for the taking.

Plesant trips to all yet to travel.

 

[RescueRanger]

Sammie-
You give 2 reasons for the problems that have been noted; however, I would have to say problem #1 is a direct result of problem #2. Therefore, I believe Disney is the one primarily at fault. Bottom line, if an employee of Disney (whoever they are) says that they will do something, then by golly it better get done.

 

[mjl]

Wendi says:

I am just trying to understand why it is that if someone says something bad about the Polynesian it seems to be defended by others. I whole hearted believe in telling the good as well as the bad, but it just seems like so many are saying it's the people who had the bad experiences fault.


Bottom line:
Certain posters on these boards can be likened to the "Poly Police" <they know who they are>, negative opinions arent allowed, and thats rather pathetic.

 

[lillykat]

I am sorry you weren't pleased with your experience but you didn't let it ruin your trip!

I think there seems to be confusion as to what exactly concierge provides - some reviews I read make you think you are entitled to everything and another review that you are entitled to nothing.

I do think that they need to be clearer in what they provide if you make a request and they can't provide it they should either tell you that or transfer you to the proper person that can help you.

Did you have Tara help you? I have read many reviews while researching my honeymoon and see her name mentioned with many dissatisfied experiences - where she has promised and has either not provided or has made many mistakes with what she has done.

 

[lookingforward]

I enjoyed the Poly concierge but also agree that the staff there do not equal the AKL's or Yacht Clubs. I think one of the main reasons I was not that pleased was the logistics. The lounge being on the second floor and the staff at desks on the first. You felt more welcomed at the AKL where everyone was in one beautiful room. The food offerings are wonderful at the Poly but the concierge service was a bit unfriendly when we were there. And it is truly hard to get a correct grasp of what exactly you can expect from concierge staff when some posters talk about very personalized service they receive when at WDW. Most certainly, if a guest requests something that can NOT be delivered then they should be told immediately. As far as ordering gifts..it was one of the standard questions asked by the RPC staff before we arrived.

Finally, the coffee issue. Perhaps I am naive but it should not be that hard for concierge to phone room service and put in a standing order for a guest. One phone call to the room service manager should do it. And they should have those hand in hand relationships formed with other hotel staff to make it happen. Thats part of being a good concierge. One concierge staff member at the Yacht club told me she brings holiday gifts to the itinerary planning office. It helps to have a friendly relationship with someone when you need a special favor like a last minute priority seating. Or...a special favor from room service.

 

[ppony]

Lilycat,
I'm really not sure since this was the only concierge we every planned (the GF concierge was them upgrading us for free and we never knew it till we got there....my theory was they had booked us in a lagoon view room but because of extensive rennovations we were not able to get them so bumped to concierge! ) But the only person I ever had actual contact with both verbally and via e-mail was Tara. I was beginning to this she was fictional and that the whole planning staff was in essence "Tara". But yes, she was the point person for eveything...I just think that she might input the info and it's up to others to carry it out. I dunno. Disney is probably not immune to the serious lack of communication troubles rampant in the work place these days. It's just too bad it happens there. I've got to find the article abou Eisner and the last Disney he pushed out. I didn't know a thing about it till we went on the trip and overheard a scant comment on it. SAD! If Walt could see things now, I think he'd be proud of how happy his dream makes people and also sad at what has happened.

I want to thank ALL that understood what I was trying to say and I truely hope all have wonderful vacations no matter where you stay! ALL

Merry Christmas and Happy Holidays

 

[HappyMommy2]

Originally posted by MHopkins2
IMO, whether or not the requests made were appropriate is irrelevant. Once they agreed to fill the requests, they should have done so. I'm sure if ppony had requested the coffee thing and they'd said, "I'm sorry, Mme. Pony, but you'll need to request that from Room Service - I'll be happy to transfer you to that extension now." it wouldn't have been an issue. But please don't tell me you're going to do something and then flake out.

Exactly! I was just getting ready to say the same thing. I'm sure the concierge staff gets requests fairly often that they just can't fulfill; I would HOPE that they inform the guest that they can't do it (and possibly suggest an alternative) rather than never saying anything and just NOT doing it. (Does that make sense? That was a confusing sentence )

So sorry you had some rough spots in your vacation but I'm glad you still had a good time!

 

[lillykat]

I am sorry you weren't pleased with your experience but you didn't let it ruin your trip!

I think there seems to be confusion as to what exactly concierge provides - some reviews I read make you think you are entitled to everything and another review that you are entitled to nothing.

I do think that they need to be clearer in what they provide if you make a request and they can't provide it they should either tell you that or transfer you to the proper person that can help you.

Did you have Tara help you? I have read many reviews while researching my honeymoon and see her name mentioned with many dissatisfied experiences - where she has promised and has either not provided or has made many mistakes with what she has done.

 

[twinmomplus2]

I have to concur with prior posters, IMHO the AKL staff blows all others out of the water. ANN, Andrea, Alanna, Andrea, EXCELLANT, pleasant to talk to each and every interaction. I had one a little grouchy JAck, However he was the true exception to the rule.

I had requested nothing from the lounge other than a little bit of help with PS"S. All were done perfectly an Itinerary was printed up for me.

I was on a multi family trip not all were concierge I wanted gifts left in the room for a Non club level friend. this was done promptly and pleasantly as soon as I checked in.

I also had an issue with Mousekeeping tossing out this same familys little ones very ragged blankie. I spent several frustrating phone calls trying to get get some feed back to no avail. I went up to the lounge the next morning. Where I dealt with Ann who was great and posthaste started calling trying to get some answers. To no avail. LAter Andrea? I think called made several more attempts to help, finally getting call backs from the laundry service and mousekeeping. I feel these types of extras is what you can expect a little more attention and some snacks. Sadly blankie was never recovered.
However the staff could not have tried harder to help. And i am pretty sure by the end they were a little tired of looking for blankie.

 

[Sammie]

Originally posted by RescueRanger
Sammie-
You give 2 reasons for the problems that have been noted; however, I would have to say problem #1 is a direct result of problem #2. Therefore, I believe Disney is the one primarily at fault. Bottom line, if an employee of Disney (whoever they are) says that they will do something, then by golly it better get done.

Agreed. I do think some have unrealistic expectations, just personal opinion based on some trip reports I have read. But as you stated, Disney should never agree to something they have no intention of delivering.

I think they do themselves a disservice by delivering lip service and not following through. I think on the front end someone needs to say I am sorry that is not part of our service and suggest an alternative solution.

A suggestion to future travelers with young children bringing that beloved blankie. Be responsible for it yourself. Be proactive. Put it in a safe place each time you leave the room and not where it can be tossed out with the laundry.