My thoughts on Poly concierge

[sillysully]

We were there from 9/28-10/5 and had a great vacation! However, I wanted to share my opinions regarding concierge since I took many others' opinions into consideration when selecting our resort and whether to go concierge or not. Quite frankly, had it not been for the morning buffet and great room location, I would not have felt it was a good choice whatsoever. We have 3 small kids and the breakfast buffet was perfect - they were happy w/the selections and loved serving themselves. We were in and out quickly each morning. The afternoon service was okay, with great cookies and soda for the kids - we didn't let them partake every day. We were there twice for the early evening service and the pb&j sandwiches were another great "on-the-run" meal for the little ones. App's were fine for DH and I. Had the cordial service one night and that was nice, too.

The room was in a great location; close to pool and overlooking lagoon and castle. Mousekeeping was definitely lacking as others have complained about (and we tipped $5/day); bathroom floor was left dirty a few mornings, and room not vacuumed daily. Turndown each evening, but no towel animals, not that that mattered, I guess.

Our biggest disappointment was concierge staff - nothing special for our daughter whose bday we were celebrating and yes, I did inform them (in fact, it wasn't even noted on the few PS's I had them do for us). Check-in was horrible; partly due to our delay in getting there thanks to Hurricane Jeanne, nonetheless, we had to go back to the desk 3 times to completely check-in (they forgot our package coupons and Disney $$ for one), I even had to ask for the buckets of goodies I saw given out to another family. Also, does every family get a giant candy bar and welcome card b/c we saw CM handing them to others, not us, tho. Other than Mark, staff seldom looked up as we walked by - no "aloha's" like we got from almost all other staff in the resort. So I would have to differ from what I heard from others as I was researching this trip - only go concierge if you will use the meal services and really want the view. Nothing else magical about it for us.

All that being said, the resort was very nice, the monorail extremely convenient, the pool perfect for the children. O'Hana's disappointment, but Kona Cafe for dinner was excellent. Maholo!!

 

[turnlisa]

The giant "candy bar" (it's a picture of the Poly on chocolate) and the welcome card are not something given to all guests. I received one last year for my birthday but isn't something that is included for everyone.

I am sorry that your DD didn't get special treatment for her birthday. I know that sometimes people get a lot of attention and other times it is not mentioned. Last year my DS and I received items for our birthdays but I didn't mention them to him ahead of time just in case. As for the PSs, after last year, I make a point of calling Disney Dining myself after I get my numbers from concierage. Then I make sure that birthdays are noted on the proper PSs. I was a little let down last year when it was noted on our PS for Ohana that it was my birthday and nothing happened. We also make a point of mentioning when we check in.

Also glad to hear that you liked Kona! We weren't impressed with Ohana last year either so thought we would give Kona a shot. What dishes did you like?

 

[sillysully]

We had the tuna - which was about the best we've ever had - and the prime rib, which was delicious, as well. Kids had pasta and the huge ice cream cone desserts. The dessert prices were very reasonable; actually for what we got the whole meal was fairly priced. I just wish the atmosphere was a little different; more intimate.

BTW, I knew not to "expect" anything special for my DD's bday and knew not to mention it to her, just in case. Just being there was special to her, and all of us!

 

[Bojangles]

We have had birthdays there before that concierge never recognized. Not a problem. However, the little things we didn't get like robes, snotty CM's that seemed more concerned with their little rubber band fights than helping guests and shoddy housekeeping are the reasons we won't return. We had poor service at concierge check in...a rude CM and no leis. As for the robes, when we informed the concierge desk they told us "if you want robes, pick up the phone and call housekeeping". An "I'm sorry Ma'am, I'll take care of it" is more along the lines of service that I expected. I realized then that they obviously don't need my $400+/night.

We have since stayed in a regular room at Polynesian and had a great time. Wonderful CM's at check in, guest services and housekeeping.

 

[Purrrrfecta]

I think this is the reason why I am scared to spend my $$$$ at the Poly.
I just saw a reveiw of the Four Seasons in Orlando, and I think I am going to go this route for a few days before heading down to Vero Beach. You would expect exceptional service for a hotel. I really think that Disney has gone down in all aspects, and it is a shame really. I do not believe that the Poly is the only hotel at Disney with this type of service either. I experienced the same thing at OKW and at AKL.

There was no vist like my 92' vist at the Beach Club. Service was impeccable!

 

[Tess]

The chocolate bars and welcome card are standard issue for all concierge guests. We've been staying at this resort for years and always receive one EXCEPT when concierge was moved to Tahiti during the Hawaii rehab. We, too, were skipped in the chocolate bar delivery. In fact, I was told by a concierge CM (one I'd never seen before nor since) that "they didn't do that any more, management changes". Funny, I saw an entire cart of them being wheeled around the longhouse. They did discontinue the departing gift--mixed dried fruits and nuts, but the chocolate bar welcome is still a standard.

I really hate hearing negative reports about our favorite resort, but on the other hand I know it happens because the same nonsense has happened to us. We just don't tolerate it any longer. If our service isn't acceptable, we confront the offender on the spot, e.g., palm pilot CM trying to pass the buck to someone else rather than work himself. I also really hate it when people defend the resorts ad nauseum, but I also have to say there are many, many great CMs working concierge. It's unfortunate that you ran across the bad apples and probably the same ones we have learned to avoid for that very reason.

It sounds as if you otherwise enjoyed your stay! Thanks for your honest report.

 

[Lives4Disney]

Sorry your stay was less than great. We stayed CLV at the Poly for the first time this summer. Our visit was kind of like yours except we did get our chocolate bar. It was sitting on a bed in our room, half melted and a mess.....probably because the room would not cool down.


I was disappointed overall with our Poly experience and it isn't on my list of places to return to.

 

[sillysully]

Also forgot to mention that our daughter was on med. that needed to be refridgerated. Mini-bar fridge did not work. Asked for another fridge and it was delivered promptly, a plus. But we realized that didn't work several hours later and had to request yet another, which finally did work. Not a concierge issue, but just another hassle to deal with and no apologies/comments from conc. staff.

 

[4boys4me]

We just returned from the Poly 9/30-10/6, so it sounds like we were there around the same time. Just wanted to say that we had a great time and a great experience, though we were not concierge.

We arrived around 11:00 am on Wednesday 9/30 after 2 delays due to hurricane Jeanne, but check in was a breeze, staff was very helpful and things were well explained to me. We asked for and received Samoa building, which we loved, so close to the pool and Ceremonial Building, also so handy for refilling the mugs. We also were suppose to have a fridge for med's but it wasn't there, called the front desk and it was delivered immediately.

Throughout our stay staff was decent, didn't get many "aloha's" as we walked about, but Deion and the bellhop staff were great, we had arrived with grocery items and they graciously stored them in their cooler until our room was ready.

We also loved to location, monorail, boats and a short walk to the TTC. Pool was great for kids but kinda crowded in the afternoon, but it was soo hot that week!

We had a great Poly experience and hope to do it again soon, I'm glad I didn't spend the extra $200/night for PB & J's!! We ate cereal, oatmeal & fruit in our rooms for breakfast and it worked out great.

Maybe next time we'll try the Beach Club..

 

[GoofySuse]

I understand that the Poly and Wilderness Lodge are now sharing IPO departments. We are booked into the WLC next month and I have to say I am so unhappy with them that I am ready to cancel our entire reservation and go to Universal! There seems to be something dreadfully wrong amongst the concierge levels with these two resorts.

We have always stayed at the Yacht or Beach Club concierge and never had a bad experience. I have written several letters to the GM of the WL and have never heard a word from him. I have heard from the DO of Guest Services, for the WL...she seems to be the only one who cares about her guests.

We are on the Gold Plan as well as concierge so it's costing us about $10,000.00 for a little more than a week's stay. For that am't one expects good service. If I have anything less than excellent service, when @ the WL, I think my rage will be heard around the world!

 

[skiwee1]

Originally posted by GoofySuse
I understand that the Poly and Wilderness Lodge are now sharing IPO departments. We are booked into the WLC next month and I have to say I am so unhappy with them that I am ready to cancel our entire reservation and go to Universal! There seems to be something dreadfully wrong amongst the concierge levels with these two resorts.

We have always stayed at the Yacht or Beach Club concierge and never had a bad experience. I have written several letters to the GM of the WL and have never heard a word from him. I have heard from the DO of Guest Services, for the WL...she seems to be the only one who cares about her guests.

We are on the Gold Plan as well as concierge so it's costing us about $10,000.00 for a little more than a week's stay. For that am't one expects good service. If I have anything less than excellent service, when @ the WL, I think my rage will be heard around the world!

You are paying that much to stay at the WL? That is the cheapest deluxe on property. It shouldn't matter that it is the gold plan. You should be staying at the GF for that price. I stayed at the WL once and never again. I only paid $154 a night and felt it I was being robbed at that. The place just wasn't worth that little bit of money. Just curious but why try to save money by staying at a cheaper deluxe but splurge on the gold plan?

 

[GoofySuse]

Originally posted by skiwee1
You are paying that much to stay at the WL? That is the cheapest deluxe on property. It shouldn't matter that it is the gold plan. You should be staying at the GF for that price. I stayed at the WL once and never again. I only paid $154 a night and felt it I was being robbed at that. The place just wasn't worth that little bit of money. Just curious but why try to save money by staying at a cheaper deluxe but splurge on the gold plan?

It wasn't the rate at the WL that I was interested in, it was the atmsophere. We are campers, live in the mountains etc...and I thought it would be a change from the Beach/Yacht Clubs. I'm not a fan of the Poly or Contemp (think they both need some updating)...GF just too "frilly" for my boys and wanted to be close to MK since grandchildren will be with...so, that left the WL. At this point the only reason money was even mentioned was because I am so upset with Disney, at large, that I don't want to give them another dime!

We always do the Gold Plan, on concierge, because a) it's easier ...usually...for us to have someone else do all of the reservations b) everything is pre-paid so if the kids (all college age and above right now) want to go off on their own we don't have to worry about them having enough money c) we do EVERYTHING and I couldn't even begin to think about a budget! *L*...we play golf, ride horses, rent boats, parasail, water ski...you name it my boys want to do it. So, it's not a money issue really...just a generally p.o.'d issue!