Useful Concierge Information

[Pennykay]

"What exactly were you expecting that you did not receive?? What could it have been??"

I have not recieved responses to emails. At least four times I emailed the Polynesian with questions and never received an email back. I had to make my own ADR's because they did not make them at the 180 day mark. What I have not received is a level of customer service that I feel is adequate.

I have not had my trip yet. It is my understanding that PART of the benefit to staying at conceirge is having the planning staff assist you with ADR's, answering questions, arranging special needs, etc. Do you not feel that this is true? Should I not receive this benefit as a conceirge guest? Am I not paying an additional fee that is supposed to include this? I do not understand why you are being so harsh. I am glad that others have had great experiences with their staff. I am just sharing my experience.

 

[CR Resort Fan 4 Life]

Last summer I was booked to stay at the Poly and had some issues til we found Brandon who was great but is no longer there. We moved to the BWI to add days but the IPO was not good at all so we swtiched to the WL which was great. We had a great stay there.

I spent some time talking with KerryCM who as instrumental in helping me with my Feb visit. The visit was amazing but I dont think it would have been without her tips and help.

I hate to say it but my best Club visits have been those were I spent time getting to know the IPo staff and get some great tips from people on the DIS.

I got tons of tips about the GF from Tammi and Channing ( lives4 Disney), I got help with Poly, Beach Club and split resort stays from Muffycat ( joanne) and the BWI help from KerryCm. LisaRN and Beckie very helpful with my WL stay.

We cancelled our July concierge ressie because we werent hearing back from the IPO. I made all our own ADRS and I didnt get the itinerary til I had to ask for it more than once. We are now booked in at the GF and we are not staying club level, it isnt worth it for the service they are providing.

Its really to bad as many of us have written in and let Disney know about this stuff but it doesnt seem to be getting better.

Are you referring to the IPO Cast Members who guests do not see, or the Cast Members who work on the Concierge floors/buildings at the Resorts? The way I see things if the IPO messes up no big deal because the Cast Members working at the Atrium Club have always meet my families requests, because there was nothing listed in the computer when we checked in and this was after getting a call from the IPO asking if we needed anything?

 

[Alicnwondrln]

"What exactly were you expecting that you did not receive?? What could it have been??"

I have not recieved responses to emails. At least four times I emailed the Polynesian with questions and never received an email back. I had to make my own ADR's because they did not make them at the 180 day mark. What I have not received is a level of customer service that I feel is adequate.

I have not had my trip yet. It is my understanding that PART of the benefit to staying at conceirge is having the planning staff assist you with ADR's, answering questions, arranging special needs, etc. Do you not feel that this is true? Should I not receive this benefit as a conceirge guest? Am I not paying an additional fee that is supposed to include this? I do not understand why you are being so harsh. I am glad that others have had great experiences with their staff. I am just sharing my experience.

You are right. You should be receiving a higher level of service. That is what you are paying for. Last year if i emailed Brandon I always heard back within 3 hours. If he wasnt there Lynne Allison or Trish got back to me. They were all great. There is turnover there just like everywhere else.
I agree with Tammis thoughts, they are not consistent and when you are paying an 100 bucks a night or more the service should be better.
We like to stay club for the service, interaction, snacks and other special things. If you are basically only getting the snacks its not worth it.

I am glad you got your ADRs and hope you have a good trip.

 

[Pennykay]

Thanks, Kelly! I am very excited about our trip, I can't wait!!

 

[Alicnwondrln]

Are you referring to the IPO Cast Members who guests do not see, or the Cast Members who work on the Concierge floors/buildings at the Resorts? The way I see things if the IPO messes up no big deal because the Cast Members working at the Atrium Club have always meet my families requests, because there was nothing listed in the computer when we checked in and this was after getting a call from the IPO asking if we needed anything?

I met some of the IPO planners on WL stay. Brandon met my family at the WL and checked us in. He was amazing! He went above and beyond for my family and we were very grateful. Thats great that the on site staff always gets it right but your family are regulars at CR and they know you. Its not the same for everyone else. The IPO needs to do their job so that the onsite staff knows what they need and their requests can be fufilled. So many things can fall thru the cracks.

Some people dont go as often, I know we go at least 2 a year and I know from your posts you seem to 2 a year to but what the families that go once every other year book club level and have poor service because the IPO isnt doing there job.
A guest should not have to email them 4 times and still get no response and then have to make their own ADRS.

I know when I stayed at the GF the IPO service was awful. The itinerary was a mess, mistakes and no response for days. The onsite staff wasnt any better at the Sugar Loaf Building either. It was downright poor.

Perception is reality and the reality is if you are paying 600 bucks a night for a club level room then the IPO shouldnt take 4 days to get back to a guest. They are there just for pre planning, thats it. Yes they have lots of guests but if they cant manage their time then maybe they should be in a different role.

 

[CR Resort Fan 4 Life]

I met some of the IPO planners on WL stay. Brandon met my family at the WL and checked us in.

So what your saying is sometimes the IPO Cast Members also work at the Resorts on the Concierge floors/buildings? If I am correct about that I had always thought the IPO stayed in their offices and never meet the guests in person.

 

[Alicnwondrln]

I dont think the IPO planners usually come over to cehck people in. In my situation Brandon came over from the IPO office at Poly just to check us in and meet my sons who he had some interaction with my phone and mail.
ETA I know I wrote about it in my trip report last year. Brandon had sent my son some autographs and postcards and treats before our trip, Shawn called him to say thanks and they chatted. Shawn calls Brandon his "disney pal".

 

[CR Resort Fan 4 Life]

I dont think the IPO planners usually come over to cehck people in. In my situation Brandon came over from the IPO office at Poly just to check us in and meet my sons who he had some interaction with my phone and mail.
ETA I know I wrote about it in my trip report last year. Brandon had sent my son some autographs and postcards and treats before our trip, Shawn called him to say thanks and they chatted. Shawn calls Brandon his "disney pal".

Oh I see what you were saying. What Brandon did was something special for you and your family and he had time since he must have not been working that day or something.

 

[Alicnwondrln]

Oh I see what you were saying. What Brandon did was something special for you and your family and he had time since he must have not been working that day or something.

no Brandon was working he was in his Poly uniform. He came over and waited for us to arrive our flight was an hour late and checked us in. Showed us around, took us to our room, gave the kids some gifts and then left. He called to check on us later in the week and then called us again to thank us for the gift we had sent over to him.

 

[Kteacher]

just wanted to update that I received an email from IPO this afternoon they have all my info and will book everything as soon as they are able

 

[CR Resort Fan 4 Life]

no Brandon was working he was in his Poly uniform. He came over and waited for us to arrive our flight was an hour late and checked us in. Showed us around, took us to our room, gave the kids some gifts and then left. He called to check on us later in the week and then called us again to thank us for the gift we had sent over to him.

Oh ok now I see what you were saying before. Thanks for clearing that up and I must say that was a very nice thing he did for you and your family.

 

[Alicnwondrln]

just wanted to update that I received an email from IPO this afternoon they have all my info and will book everything as soon as they are able

thats great! I am glad you heard from them.

 

[Bride In The Attic]

This will be my first experience with IPO (we are staying at the Poly). Are you assigned to someone in IPO or when you email them will it be responded to by different people? I've sent 2 emails and both responses have come from Cara. She is friendly but I get the feeling she doesn't want to hear from me until my ADR booking window opens in June (we are going in December). Will I always be dealing with Cara or has it just been she is the one opening my emails? BTW - I don't think I've been bugging them - just a few general questions - but her tone is always "we'll talk to you in June"...

 

[Alicnwondrln]

I dont think they assign you anyone and thats to bad if you feel that way
Its her job to answer any questions. What if you wanna booka fireworks cruise or plan a private dinner. Dont feel bad about asking them ?s

 

[CR Resort Fan 4 Life]

This will be my first experience with IPO (we are staying at the Poly). Are you assigned to someone in IPO or when you email them will it be responded to by different people? I've sent 2 emails and both responses have come from Cara. She is friendly but I get the feeling she doesn't want to hear from me until my ADR booking window opens in June (we are going in December). Will I always be dealing with Cara or has it just been she is the one opening my emails? BTW - I don't think I've been bugging them - just a few general questions - but her tone is always "we'll talk to you in June"...

How long are you and your family going to be at the Polynesian? My family and I are staying there from the 15-25.

 

[Kteacher]

just wanted to give another update- I've received 2 very nice emails from Larry in IPO. He took care of all the requests he was able to at this time- all my ADRs are set This is why I love to stay CL-because of the level of service I receive

 

[TammiMcMan]

just wanted to give another update- I've received 2 very nice emails from Larry in IPO. He took care of all the requests he was able to at this time- all my ADRs are set

Hmmmm, wonder if they read here ?

 

[Bride In The Attic]

How long are you and your family going to be at the Polynesian? My family and I are staying there from the 15-25.

We will just miss you! We'll be there from the 9th - 15th...

 

[skyscanr]

We are going to be staying at the poly in june and we just love the concierge level service that you get . Just tell them where you want to eat and what time and they make it happen . Just to bad it cost a arm and a leg with the dinning plan

 

[CR Resort Fan 4 Life]

We will just miss you! We'll be there from the 9th - 15th...

Oh well nothing we can do about that.