Just got back - Poly concierge 4/29 to 5/4 review

[Suzanne74]

Well first off - I am very sad to be home. Nothing is more depressing then getting ready to go home from WDW with cheerful people bouncing right in the doors for their first day. I want that again already!!

Okay - this was my first visit to concierge anywhere in WDW and my first stay at the Poly. DH and I have a 3 yr old dd and he needed to do some business. We thought this would be the best resort to stay and DH upgraded to concierge as a last minute surprise. The Poly planning staff that was available to concierge guests prior to arriving were incredible. I received EVERY PS I requested only one week in advance and had an email sent to me with all of my confirmation numbers. They were extremely helpful.

DD and I were arriving one day prior to DH who was flying in on a red eye from Las Vegas. Cartier picked us up at the airport and sent us smoothly to the Poly. Our door was opened and we received our first of many "Alohas"
I informed the man taking our bags out that we were staying in concierge. It looked like we were about to be given directions to the building when I asked (not offered) a golf cart to take us back. We then waited about 5-10min for a golf cart. The CM was great (I can't remember his name) and he gave us a little resort overview on the cart before coming up on Hawaii. I was so excited and dd and I headed in per the CM request while he got our luggage. In we came to the concierge lounge front desk with 3 people working at their own desk. No one else there so no wait. I literally waited a few minutes before the CM in the middle finally looked up and said "uh - yes??" Uh yes!! I was a little taken back. I said hello, I am checking in today. No - oh I am sorry sit down or aloha or anything. Just what is your name? Gave her my name, she typed away and told me the room number. When I emailed for a request I asked for 1st floor or 3rd floor - so of course with my luck I was given a 2nd floor. No biggie. #2508. I did ask if there was anything on the other 2 floors available but she said not until tomorrow. Okay - no problem. She said to go up to the room, settle in and then come back down to finalize check in. Okay. Went up and low and behold - I was starring at the CASTLE!! Now we booked garden view room and was never informed that I was upgraded. So I was very happy indeed but I was still surprise the CM didn't want to let me know they upgraded us. Well dd and I put some things down and went back to the desk for room keys and final check in. I then realized that we never got lei's and the guava juice everyone raved about was empty. Oh well. I asked if my daughter could have a a lei and the other CM got up and gave her one. None still for me but no biggie. My initial CM then informed me she could change me to a 3rd floor room the next day if we wished and we said okay. We looked around the lounge and was impressed with the wonderful views and the size. LOVED the 3rd floor loft and the bathroom was beautiful. I will say this, if you plan on going without kids, get used to watching disney cartoons all day on their only tv in the lounge. I didn't mind because it kept dd busy but we saw many adult only guests there.

Overall we loved the Polynesian grounds and pools. The lagoon was relaxing, the marina was fun and the pools were great. Loved the drinks at the Barefoot Bar but whoa $7 for a plactic cup of pina colada seemed high. None the less it was good and I relaxed on a lounge chair while dd played in the fountain area. We then got her a life vest and went in the pool. It was pretty crowded but fun and there were many many many preschoolers at the Polynesian. DD loved this.

We then went back to the room got dressed and went the the lounge. It was a little crowded but still room for everyone. The food every night was very good for adults. Problem was there was the same uncrustables and 2 cookies for the kids every afternoon and night. There was no buckets of m&m's, gummi worms, crackers etc.. that others spoke of. Just sugar or choc chip cookies. dd was fine with it but I wasn't about to let her eat an uncrustable everday. Nothing changed for breakfast either. Pinapple bread, mini bagels and cinnamon rolls. 3 kinds of cereal, that's it. I didn't expect a lot but I thought there might be a little difference every day. The breads were very good though, esp the pineapple bread and cinn rolls. Overall though it was very nice to have in the morning before going to the parks and nice to relax after. Chef Dick was only there for 1 night the whole 5 nights we were there. That night the fruit/veggie animals were WONDERFUL!! Other than that the same carrot chips and celery sticks were out there. At night the pastries were wonderful but it was dissapointing to only have it open until 10pm. That was about the time we were heading back from the parks so we only utilized this twice. I think it should remain open until 11pm to give the park goers something to have before they settle in at night. I do not drink coffee but people raved about the coffee/espresso machine. They offered juice boxes, glass bottle waters, milk boxes and soda cans, beer and wine anytime of the day. I did get one beer but it was skunked so I never drank another. The white wine was pretty good. We saw many people pouring the water into a plastic bottle for the parks. Many people have caught onto that but there was no problem with the CM's handing out whole bottles to people.

I know others have asked so I will answer this. No wine bottles in room unless you pay for them - I found that out from another family who asked the night before we arrived and was told no to call room service. Same goes with more than one alcholic beverage. I went down one night at 9:55 while DH was putting dd to bed and asked for 2 beers. I was informed only one per person. I explained that my DH (who they know) was putting dd to bed and could not get here himself. The CM who I never saw before gave me attitude and said no way and if she have to explain this one more time to people and yada yada yada she should just put a sign up etc.... well - okay, I took my one beer and went back and told DH to go down right away. He came back with nothing - CM said sorry it is after 10pm. I couldn't believe it. Anyway that was the beer that was skunked anyway so we couldn't even split it!!! That was the only time I have ever asked for any beer so I was a little taken back with the attitude. I am assuming they get a lot of complaints about this and rightfully so. I heard many others complain about having to go down seperately while their kids slept to get a beer.

Overall I thought the pre arrival planning staff was wonderful, the food was very good and the view could not be beat. This in itself would allow me to enjoy concierge and of course since I was updgraded I was very happy. I will say the staff at the lounge needs a little more pixie dust as many guests were complaining about how monotone and boring they were and I will agree. They didn't do anything special for my stay and rarely gave an aloha to anyone. So many were running around and there were many times there were many people waiting in the lounge and no one would EVER asnwer the concierge phone downstairs. Why bother having the button at all on the telephone?? Erin was my favorite as well as two men, one I think was Steve and a blonde haired man - both were very freindly. I won't tell you my least favs

Oh another thing, I watched a CM putting shovels/pails together on day 3 and asked if my dd could have one as I remember someone here telling me each kids gets on on check in. Well dd only got one because I asked. Just another perk that didn't seem to come our way.

Also mousekeeping was not very good and turndown service looked like someone came in and pulled the bedspread down and ran out again. Chocolates first night only. No towel animals either - oh well.

The day we were leaving, we watched many people checking in the main Poly building with smiling CM's at the desk. kids coloring and watching TV at the little area across from the desk and a polynesian lady teaching some older kids how to make lei's. It seemed so much nicer then the check in we received and I don't believe that is how it should be.

I loved the Poly and the grounds. The rooms are okay but you aren't in them very long. Ohana's dinner again was wonderful. The Ohana's breakfast was lame - I recommend Chef Mickey's instead. I would stay there again but would probably only stay concierge again with a big discount.

Hope this helps some - sorry it is so long. Feel free to ask any questions!!!!

 

[Traveliz]

Wow sounds like you had an overall good experience (lagoon view) but some disappointments too.

I have only gotten leis two of the times I have come and the one time I traveled with little kids we didn't get them (or pails) but I typically send the kids to the lounge while I check in anyway (with an older daughter). We have been hit and miss on the cart ride over too but I honestly don't mind the walk - its short and fun to walk through the main bldg and past the pool in my mind!

Did you complain about the attitude of the CM when you asked for the beer...even if it is policy and she is going to enforce it...she should explain it nicely!

Liz

 

[Tikiman]

Thanks for the report Suzanne. I think they were good observations.

I will say that the beer is only to be given one per person. If anyone ever did something different than they were going against policy.
I believe the sand pail and shovels are made up by the CM (not Disney policy or concierge practice) and done on their own for many of the kids that are repeat guests and that they have gotten to know. Sort of like a special welcome you might to for a friend but maybe I remember the explanation wrong. I remember sitting and talking with them when they were doing them.

I agree the ‘Ohana breakfast is nothing special but kids would like the characters.

You say “They didn't do anything special for my stay” but I am not sure what you wanted them to do. You did get a lagoon view upgrade which is extremely rare to ever happen. Maybe I just don’t understand but I do appreciate you taking the time to write a report.

Aloha

Steve

 

[Tikiman]

By the way....WELCOME HOME!!!

Aloha

Steve

 

[Suzanne74]

Hi again - let me rephrase, nothing special during my stay. I didn't mean that I expected anyone to jump thru hoops for me. It just seemed like the CM's at the main front desk were so much nicer and friendlier than the concierge CM's - there wasn't that Disney feeling in that building. It seemed very rushed all the time. There were many times that I would watch the phone ringing at the desks with no one answering (when they were not busy) and many times I was calling from my room for help with no one answering from the desks. We ended up calling the main desk with someone answering right away and helping us. To me, that defeats the purpose of the concierge desk being open for help. I just never felt like I was staying anywhere concierge - just at the poly with some food service.

If the buckets were not for everyone then that is my mistake. I saw many kids with them and when the one CM was lining about 10-15 across the back of the wall, I remembered someone on this site telling me not to bring a bucket, I will get that at concierge. Either way, it wouldn't have made or break my trip - I just wanted others not to expect it.

As for the alcohol, I was not aware of that policy nor were others - I wish they would tell people that upon check in as it would probably help a lot of people from complaining about it. I never saw anyone with more than one beer but have seen people leave with trays of full wine glasses and cordials. I guess I didn't think asking for 2 beers would have brought the devil out in someone. Honestly though, I only saw this lady that one night and the male CM was very nice about it after coming out from behind when hearing devil lady giving attitude while I was almost in tears. I think I was even more annoyed that DH ran down no later than 10:05 to get his own beer and was told no. I think that is what made me the most upset. We never asked for alchol - just wanted one beer to sit on the balcony with. Oh well

I was very grateful for the lagoon view but I was never told I was being upgraded so it did throw me off guard as to whether I was going to be charged for it or not when I first arrived. I know it probably never happens but I didn't want to base concierge service on an upgrade alone as many people don't get that chance and need to know the pros and cons no matter what.

Like I said, I love the Poly and couldn't wait to come back everynight after the parks. The boat service to MK could not be beat and the location of that building with food service alone it worth it. I know many people claim that it isn't enough food but between bottled water, juice boxes, snacks and a light breakfast I think we more than paid the extra price of the room. I also never saw people lining up for food or hoarding it (except for a few with trays of wine!!) All the guests were very nice and my dd made many friends. I am torn whether or not to stay concierge again. I guess I would have to try another concierge before and maybe compare. Either way the Poly is great and I will be staying there again.

My main wish is that they build an Ohana's in my hometown!!!!

Aloha!!!

 

[Tikiman]

Very good points Suzanne. I bet the concierge at check in did not even know you were upgraded but I guess I don’t see why it makes a difference but I agree that the review should be based on the stay without taking into account the upgrade.

I could be wrong about the sand pails but I just remember that in a discussion with someone who was working on the on their own time.

Thanks again for the comments. Do you think you would ever pay for the view (without concierge)?

I love the lagoon view.

Aloha

Steve

 

[PolyHereWeCome]

Aloha Suzanne74 and thanks for the informative and speedy post!

I understand the sad feeling upon returning home. I had it big time when I returned from our Easter/Spring Break '05 trip. Now I'm just sentimental.

As far as the pail+shovel, it was me who posted and told you not to pack them! Can only speak from our experience, which, like you, was our 1st time staying Poly. concierge. Upon check-in, we were warmly greeted with leis and the kids were handed pails and shovels (plus there was a coloring/game book and a few other little things inside their pails). We never asked for them nor can I say whether it was standard or not, but I did see several of them along the wall and it appeared they were just waiting to be given out to concierge guests as they checked in.

I'm not a drinker, so no beer problems like you reported. However, my husband enjoyed a cordial or a beer nearly every night and he thoroughly enjoyed everything he drank. Nothing "skunky" and no attitude from any CM.

Our kids enjoyed the gummy worms, goldfish crackers, skittle and M&M-like candies everyday, often mixing a "creation" into a paper cup and snacking on later. Like the other food offerings, these are brought out during their respective daily time. Don't recall, but think it might have been midday (12-2ish, but don't recall). Perhaps you weren't in the lounge during that time? Everything else sounds the same, including the pretty fruit-veggie sculpture, so am assuming they did offer the worms-goldfish-etc.

Hey, you got a lagoon-view upgrade which is both rare and possibly the most magical gift a CM could give, so I'd say you did quite well. On top of that, being a business trip, you didn't have that sticker shock feeling that unfortunately often comes with staying Deluxe.

 

[turnlisa]

The buckets are for everyone and not just special guests. I had asked one time and was told that it was an extra little perk. Stayed there twice and received them both times. The first time the boys received really elaborate buckets with coloring sheets, goodies, etc. I think this was due to the relationship that I had built with the planning office. I also had them pick up some other things that I paid for. The buckets and other things were extras and my kids loved them. The second time I was given buckets at check-in to take to the kids.

 

[Suzanne74]

I love the lagoon view - way too much. DH and I stayed up our first 2 nights to watch grad night fireworks at midnight knowing that may be the only time we could watch them from the balcony. It was great. Honestly, I am not sure if I could pay the big price of lagoon again. I have an AP now so that might help in the decision. DH loved the resort too. We plan on WL for early December and I am not sure what after that. I think I may split AKL and Poly on our next visit after that. I was very upset how long it took to get to AK from Poly. We were at the bus stop at 9:05am and weren't hopping off the bus until about 10:10 so it was a little over an hour!!! We shared the bus with Contemporary and it stopped at Blizzard Beach. I was very surprised about that and how many people had to stand on the bus. We ended up driving over to MGM and it was much quicker. DD loves AK so I think we will stay Poly for MK and Epcot and then head over to AKL to do AK and MGM in one trip. I think that could work out good!!

I honestly don't know if they knew I was upgraded initially but I talked to Erin about it a few days later. I think I only received the room because they were full. Maybe that is why the service wasn't as good as people have explained. Maybe they were gearing up for the big celebration - we left the day before it started. We did do Soarin though and it was great. I didn't want to take 3 yr old dd to do the car show at MGM but heard many people raving about it.

Okay, I need to stop talking about it - I am missing it already!!!!

 

[SeaSpray]

deleted post. Personal reasons.

 

[LorieDisneyLover]

Suzanne74,

Thanks for the report. I'm feeling disappointed hearing this too ... as we're going there in July. It sounds as if a LOT of changes have occured at the Poly concierge. Were the breakfast offerings really that scant!? For the past five years there has been nearly the exact same thing everyday ... but LOTS of things to choose from. REGULAR size bagels (no minis), nice size danish with cherry, cheese and apply to choose from. Lots of fruit, cereal, hot oatmeal. I'm surprized to hear they cut back so much. It seems when Chef Dick isn't there everything goes to pieces (and unfortunately he's been employed with Disney so long he gets LOTS of vacation time .... we haven't seen him our last three stays!).

Lorie

 

[skiwee1]

Just for future reference you can buy the bucket and shovel at the gift shop in the Poly for only .97. We get DD one the day we get there and then give it another child the last day we are there. I have to ask what a skunked beer is? I too am from Maryland and have never heard such a term!

 

[eeyoresmountainpals]

I'm disappointed...and nervous, too,...as we have our ressies for Poly concierge in October. Hopefully before then there will be a few more positive reviews.

I know that overall your trip was great, but the lack of friendliness and the fact that the CM showed attitude like that really makes me worry. We have always had top of the line service and the CMs could not be friendlier or more helpful.

 

[PRaffen]

I agree with Seaspray. I, too, am appalled at the attitude of concierge staff. There is no excuse for the unfriendliness the OP experienced and the beer incident is ridiculous. Fine - one to a customer but to give her attitude and talk to her in that way is unacceptable.

I know Tikiman loves the Poly (as do I) but don't understand the glossing over of the real issue here - poor service. The issue is not that the OP didn't get a pail or a lei but the overall lack of attentiveness and lack of service to a guest.

 

[mlwear]

Do you think you would ever pay for the view (without concierge)?

I love the lagoon view.

Aloha

Steve[/QUOTE]

My reservation (on hold with AAA) is garden view concierge. Is the lagoon view such a nice feature to pay the extra $. This is our first trip to Disney in 12 years (DH and I were on honeymoon and stayed off-site. Just went for the day.) This is our first Disney trip with our boys 10 yrs and 7 yrs. I want it to be a great trip and if a different view is that nice, I may need to change.

 

[Luv2trav]

I have to ask what a skunked beer is? I too am from Maryland and have never heard such a term!

It's when your beer has been chilled, heated and chilled again and when you go to drink it is smells and taste like a skunk.

 

[eeyoresmountainpals]

First of all, I posted a reply a little while ago and stated that I was disappointed, and nervous, about Suzanne74's post. I got off the computer and really have thought about nothing else since then. Disappointed and nervous is an understatement!! With the price that the Poly charges for the concierge services Suzanne74 should be outraged. I would be. It's not about the leis or the sand buckets but the attitude and the lack of courtesy. Every time we have stayed there we have been treated royally and everyone that pays the price for the concierge level of service should expect that type of treatment, from the time of check-in until the time of check-out.

In the Poly's defense, I can understand about the beer. I don't know about FL laws but here in NC the laws are very strict about alcohol. If the CM at the POLY had given you two beers and you gave one of those to someone underage, the POLY may have been held responsible. Also, many places have their beer/wine license priveledges for certain hours only. If their beer/wine license was until 10 and they gave a beer out at 10:05 then they are in violation of their license provisions and they could lose their license.

HOWEVER, with that said, there is absolutely NO excuse for the CM's attitude. She could have, and should have, just explained the reasoning politely.

Suzanne74, you spent a lot of time on your original post. I hope that you will spend the same amount of time putting these concerns in writing to the POLY management. They need to know!

 

[eeyoresmountainpals]

This is in answer to mlwear about the lagoon view. We've never stayed at POLY with a garden view so I can't really compare. However, I don't see how anything could compare to a lagoon view. You can see Cinderella's castle from almost all of the lagoon view rooms (I believe you can - we've always been able to). Anyway, we've always been on the third floor and sleep with the curtains open. It's wonderful to roll over at night and see the castle in the distance or to wake up with the sun rising over the lagoon! It's sooooo beautiful and sooooooooo peaceful!!

 

[skiwee1]

It's when your beer has been chilled, heated and chilled again and when you go to drink it is smells and taste like a skunk.

\

Thanks for the explanation. I have never heard of such a thing. Is that a regional term?

 

[MECH8T7]

Thanks very much for the review. I'm glad you had a nice time at the Poly but it sounds like concierge was a let down. We were at the Poly this year but not staying concierge. I was thinking about booking GV concierge for our next trip but I think might stick to a regular GV room.

I too found there to be a contrast between how helpful the CMs were between those that were helping me with my itinerary and those that usually staffing the lounge. However, when the CMs that helped my with my pre-trip planning were in the lounge...what a difference! They were VERY friendly...undoubtedly because I had been exchanging e-mails with those CMs for about 3 months! It's not that any of the CMs in the lounge were particularly unfriendly to me...it's just that their body language made you feel like they didn't want to be bothered. For example, my DS had bought a large toy and the box it came in was too flimsy to travel on a plane with. So, I decided to go to the concierge desk to see if they could pack it for me, get me a box, whatever. There were three CMs at the concierge check-in desks and no guests. When I started telling them my problem, the three CMs looked back at me like I had three eyes in my head. They suggested that I go down to the shop in the resort and because they'll probably have something. This wasn't a big deal but, if I wasn't staying concierge, I would have thought to go down to the shop myself!

DD loves AK so I think we will stay Poly for MK and Epcot and then head over to AKL to do AK and MGM in one trip. I think that could work out good!!

This is what we did and it worked out great. We did 5 nights at the Poly and moved over to AKL CL for 3 nights. You should try AKL CL if you want to try another concierge lounge. It will give you the chance to go on the Sunrise or Sunset Safari that is exclusive to AKL CL guests. Also, my guess is that the AKL CL is a little quieter than the Poly CL because its not right beside the pool. AKL is such a unique property, it was a pleasure to hang around the resort and relax. The concierge lounge there enhanced the experience. If part of your split stay is concierge, our experience was that, as a courtesy, the concierge's itinerary planning office will book stuff for days throughout your WDW stay and not just for the days you will be staying concierge. That was a BIG help for us.