Useful Concierge Information

[Alicnwondrln]

I would call them
you are paying for the service
I am surprised the WL staff is usually very good

 

[Tottwo]

Hi. My DH and I have booked a Polynesian concierge level room for September. Prior to receiving an email from the IPO I had made dining reservations for a character dinner at the Liberty Tree Tavern. My DH and I have since changed our minds and are thinking about cancelling those reservations. Can we have the concierge staff cancel those dining reservations for us instead of calling ourselves?

Also, we want to purchase MNSSHP tickets as soon as they become available. Is this something the IPO can help us with?

My apologies if some of this is covered in previous posts. I have not had the time to read through all the posts on this thread!

Oh, and one other question - I did not make reservations for Magcial Express when I booked the room. Can the Polynesian concierge do this for us as well?

 

[jaycns]

RANT WARNING AHEAD, if you don't like rants, please skip this post.

It has been one week to the day since I made my ressies. The day I did so, I called the IPO office and left my info and asked for a call back.

When I made my ressies I needed special considerations for a medical condition one of my children has. CRO told me to call Special Services when I called them they told me to call CRO. So...I figured...chalk one up for being a concierge guest, I have someone who will help me work out this issue. So I emailed them with a medical concern about one of our sons. NEVER heard back from them in any fashion other then that generic fill in the blank worksheet..which is great for inital contact BUT I had already given them 90% of that info in the email that nobody even acknowledged. I called back at three seperate times over the course of the week. Always politely leaving my name/number/confirm. number. Still no reply EVER via phone.

Finally, just yesterday morning, a live person answered the phone. But when I spoke with them (although she was helpful on the phone) she had no idea about the email, told me that I could NOT request a lodge tower room in the Sugarloaf building (which I have seen posted pictures of, however, maybe that has changed, or my information was incorrect I will give her that point since I have never seen them myself) but she said something along the lines of "If you want an upgrade you will have to book it, nothing comes free". I didn't ask for free, just to add a request. It's the nothing is free part that bugs me.

I am paying good money (thousands of dollars in fact) for this vacation and I expect at LEAST prompt service and non preachy comments. OKAY...sorry for the vent. **But gonna vent more**

Finally I thought we got things all straightened out. And she said she would email me a copy of my itinerary. Over 24 hours later, nothing via email from them.

I am not sure if I am being unrealistic...but I would think that for the money I am paying for the use of the IPO office as one of the perks, I could expect and should be able to demand, prompt returning of phone calls and emails.

Final straw on the GF back, yesterday after all of this, I put in a call to the concierge manager at the GF via the resorts main line. I did get through to a live person who took a message but who acted as if I was the the most imposing human ever to ask for a return call from a manager over "concerns". I honestly doubt this person even passed on the message the way she was acting. And once again, no call back (26 hours and counting).

LONG RANT OVER (sorry guys, I know I should just take a deep breath...but Disney touts the GF to be it's flagship resort...and this is NOT high level (or even decent level) service. I am finding myself totally frustrated instead of happily planning. What would you do next if you were me? I even want to hear if you would just take a deep breath and do nothing. This part of the stay will be a surprise for our sons. My oldest really wants to stay at the GF. It is the last monorail resort we have yet to stay at. However, if this is the "normal" level of service there, I don't want to stay there, no way no how.

SORRY for the long post. TIA for any advice or a direct contact number for someone to address these concerns with.

 

[BCV23]

Sorry to hear of your frustration.

I wanted to pop in to tell you to try again with Disney Reservation Center about the medical condition. I would not leave that up to concierge.

The special needs department handles that but these days usually indirectly. For years, when I'd make a reservation needing an accessible room, CRO would transfer me to that department. These days DRC asks the questions and then places me on hold while they work with specail needs. I'm surprised DRC told you to call them. Did someone give you the phone number?

Or perhaps it is the kind of need with which Special Needs doesn't get involved?

As for the lodge tower room in Sugar Loaf, I wonder if there is now an additional charge for that? If not, perhaps the CM was confused as those rooms are more expensive in the other lodges. At any rate, the "nothing comes free" comment was inappropriate IMO.

Good luck!

Tottwo, the IPO should be able to help you with all those things. But I would be tempted to just take care of them myself.

 

[jaycns]

Sorry to hear of your frustration.

I wanted to pop in to tell you to try again with Disney Reservation Center about the medical condition. I would not leave that up to concierge.

The special needs department handles that but these days usually indirectly. For years, when I'd make a reservation needing an accessible room, CRO would transfer me to that department. These days DRC asks the questions and then places me on hold while they work with specail needs. I'm surprised DRC told you to call them. Did someone give you the phone number?

Or perhaps it is the kind of need with which Special Needs doesn't get involved?

As for the lodge tower room in Sugar Loaf, I wonder if there is now an additional charge for that? If not, perhaps the CM was confused as those rooms are more expensive in the other lodges. At any rate, the "nothing comes free" comment was inappropriate IMO.

Good luck!

Tottwo, the IPO should be able to help you with all those things. But I would be tempted to just take care of them myself.

In the past special services has blocked a room for us and also a special VIP (deep) cleaning in the room we werestaying in. Our son has severe allergies/asthma to some things and if, for instance, the room guest before us wore a perfume with one of them in it and sat on a comforter or upholstered furniture while wearing it my son could have a severe reaction and require breathing treatments or even need to go to the hospital. So, it's a real concern for us and Disney has (in the past) made accomodations to take care of that for us. Simple stuff like changing the bedding out, deep cleaning the room, using allergen reducing products, cleaners without tons of extra chemicals, etc really helps him immesnely.

The last time we were at Disney and did not have this done our son ended up in an urgent treatment center having trouble breathingand broken out in hives. And once we stayed at another "non Disney" resort and he ended up having to go by ambulance to the hospital. So for our family, having a room that I know has gotten a through cleaning is imperitive. We cannot vacation without that.

Not that you asked for all of that info. I just didn't know how to half explain it. Sorry again for going on and on and on.


I will try back myself with CRO. Oh and no, they didn't give me the phone number, I had it from last time. However, when I tried to have the needs noted on my ressie they told me that special services is who would handle that. Thanks for the suggestion!

 

[irisbud]

jaycns,

GF's IPO is in need of a major overhaul, and an attitude adjustment if you ask me. I had serious problems with them constantly on our last trip.

When I was having problems, I sent the e-mails and their responses (or lack thereof) to guest communications (I am at work right now and don't have the e-mail address, sorry ). I was lucky because we were doing a split stay, and I had AKL's IPO make all of my ressies. I also sent their e-mails, to show just how very lacking GF truly was. Nothing was ever really done, but it did make me feel better.

We stayed at RPC, not SL, and the onsite staff was wonderful. Once we got there, I never wanted to leave. I hope all of your issues with your room needs get resolved. I would guess that handling it yourself would be the best way, as then you know that it got done.

Good Luck!

Amy

 

[TammiMcMan]

jaycns, that is really not acceptable. I've had problems with pre-planning not getting back to me, or being less than helpful, but never rude. I wonder if you were actually speaking with someone in IPO or if maybe you were transferred to simply a reservation agent. That's part of the problem with calling in. A call center now handles most of the routing and they could have connected you someplace else. I can't imagine that a trained staff member in the IPO department has no idea that a lodge tower room can be reserved within Sugar Loaf. I hope you got this persons name.

It may not do much good, but I would definitely fire off an e-mail to guest relations, wdw.guest.communications@disneyworld.com . From past experience, it seems that keeping it short, to the point and not overly emotional is a good way to address your concerns. It's extremely disappointing when there is no recourse to poor customer service. Anywhere else, you can always talk to a manager, but they seem to be pretty hidden at Disney.

 

[diselderm]

I'm trying to decide on a resort for our next trip (either Oct. or Dec.--can't decide)

Originally, we wanted to do the GF main bldg concierge again (tried it Dec. '05 and loved it). We really liked the lounge and thought the food offerings were wonderful. I especially liked the scones w/cream and jam at tea time (I can still taste it)! However, it looks like I missed out on the AAA discount and it's just too expensive for us to do it at rack rate. My dh doesn't want to try SL because of the lounge.

Our last trip this past Oct. we tried CR concierge (was it the 10th floor?, not 14th but was full concierge at the time) and were disappointed. We liked the hotel and the room, but thought that the concierge service and offerings were not that great.

Now I'm considering the WL for this trip. I know the lounge has some issues. How is the food? (We're not planning on eating meals there, just like some tasty, different snacks.) The GF really spoiled us with the food.

Any thoughts on what would be another good concierge experience for me, dh, dd 5 and ds2? Thanks for any ideas!

 

[Alicnwondrln]

jaycns, that is really not acceptable. I've had problems with pre-planning not getting back to me, or being less than helpful, but never rude. I wonder if you were actually speaking with someone in IPO or if maybe you were transferred to simply a reservation agent. That's part of the problem with calling in. A call center now handles most of the routing and they could have connected you someplace else. I can't imagine that a trained staff member in the IPO department has no idea that a lodge tower room can be reserved within Sugar Loaf. I hope you got this persons name.

It may not do much good, but I would definitely fire off an e-mail to guest relations, wdw.guest.communications@disneyworld.com . From past experience, it seems that keeping it short, to the point and not overly emotional is a good way to address your concerns. It's extremely disappointing when there is no recourse to poor customer service. Anywhere else, you can always talk to a manager, but they seem to be pretty hidden at Disney.

I agree with Tammi. When I had an issue last NOv with the concierge staff I went to main building and asked to speak with the concierge manager 5min later a woman named Dena or Deeanne came down. I told her what the issue was and we were given a credit equal to one nights stay. It really was above and beyond and I had not asked her for anything. I just wanted to let her know about all the issues and how disappointing it all was.

I cant believe you are getting the run around with this. I would call the GF back and ask to speak with someone in concierge tell them the issue and ask them for the name of the conicerge manager and ask to be connected. At least get the name so you can call the front desk again with that name and try and get them on the phone.

You I would send the email but it could take awhile to hear from anyone.
I had an issue in Feb and sent an email and just heard from someone last month. When I send in a compliment email I hear with a few weeks.

I have a ressie for the GF in July and even thoug we want concierge and sugar loaf has opened up its reasons like this and others that I havent booked it. I know there are others who the feel the same way about the GF IPO. The onsite staff at the SL was ok but I cant remember hearing a complaint about the main buildng staff.
I am so sorry. Good Luck.

 

[Alicnwondrln]

Hi. My DH and I have booked a Polynesian concierge level room for September. Prior to receiving an email from the IPO I had made dining reservations for a character dinner at the Liberty Tree Tavern. My DH and I have since changed our minds and are thinking about cancelling those reservations. Can we have the concierge staff cancel those dining reservations for us instead of calling ourselves? YES THEY CAN
Also, we want to purchase MNSSHP tickets as soon as they become available. Is this something the IPO can help us with? YES

My apologies if some of this is covered in previous posts. I have not had the time to read through all the posts on this thread!

Oh, and one other question - I did not make reservations for Magcial Express when I booked the room. Can the Polynesian concierge do this for us as well?

YEs they can, if you have an issue you can DME directly at 866-599-0951
Good Luck

 

[BCV23]

In the past special services has blocked a room for us and also a special VIP (deep) cleaning in the room we werestaying in. Our son has severe allergies/asthma to some things and if, for instance, the room guest before us wore a perfume with one of them in it and sat on a comforter or upholstered furniture while wearing it my son could have a severe reaction and require breathing treatments or even need to go to the hospital. So, it's a real concern for us and Disney has (in the past) made accomodations to take care of that for us. Simple stuff like changing the bedding out, deep cleaning the room, using allergen reducing products, cleaners without tons of extra chemicals, etc really helps him immesnely.

The last time we were at Disney and did not have this done our son ended up in an urgent treatment center having trouble breathingand broken out in hives. And once we stayed at another "non Disney" resort and he ended up having to go by ambulance to the hospital. So for our family, having a room that I know has gotten a through cleaning is imperitive. We cannot vacation without that.

Not that you asked for all of that info. I just didn't know how to half explain it. Sorry again for going on and on and on.


I will try back myself with CRO. Oh and no, they didn't give me the phone number, I had it from last time. However, when I tried to have the needs noted on my ressie they told me that special services is who would handle that. Thanks for the suggestion!

I have severe asthma, too, so I can relate. In fact, we had to request a move from our RPC room because there was such a strong perfume smell in it.

Anyway, it could be that special needs no longer deals with that. Perhaps it is just picked up by the hotel's reservation system and a special cleaning scheduled by the resort room assigner or something like that.

On the other hand perhaps nothing has changed and the DRC CM was new and just didn't know what to do. I think I would work on that assumption and try again. Good luck!

 

[Tottwo]

YEs they can, if you have an issue you can DME directly at 866-599-0951
Good Luck

Thanks so much Alicnwondrln. I'll contact them this weekend. I appreciate you help on my concierge questions!

 

[STLDisney_Freak]

I thought I was going to get to go ahead and book our trip to WDW last week, however, my AAA agent got a tad confused and it ends up my days aren't on sale yet. That gives me more time to make my decisions. My girls have seen the resorts as I have shown them to both girls. They are in love with seeing the animals at animal kingdom lodge. The adults are in love with seeing the christmas decor at grand floridian and a magic kingdom view. This trip is for the kids though and we are thinking of changing our mind and just doing a split stay to stay at AKL concierge for most of the time and then doing a night or two at GF in the magic kingdom view room. We are staying concierge for sure. Frankly all the bad reviews of the GF have me a little uneasy. With the amount of money we are paying for this trip, I seriously don't wanna book with some place I'm automatically going to get bad service. Therefore I wanna ask how the AKL concierge is because I haven't heard too much on them whether it be good or bad.

 

[Princess Tinkerbell]

Hi Disney Freak,

I think a split stay is a great idea. Don't be frightened of GF. I have stayed there before, and it's really great. I'm not sure about SL, but RPC is great! I really think it's more the IPO that is inconsistent. One of the great things about GF is its location. You can't beat being on the monorail. I think it makes touring the MK and EPCOT so much more enjoyable. I also love being on the lagoon, b/c you can see the fireworks and the water parade. If it's possible, try to schedule your touring plans around the two resorts. Good luck!

 

[islandmum]

okay - we upgraded to CL at the WL - BUT, what do we actually GET for that apart from the lounge? and is there any way that you can keep a room on a different floor with the better balconies and use the concierge level if you've booked it or do you HAVE to stay on the concierge level floor rooms??

 

[DisneyBride'03]

Ditto...I loved the idea of the courtyard view, however it appears the CL rooms have the enclosed balconies. Which may be alright with a little one.
I did read that deluxe rooms have CL services and some of those rooms are located on other floors than the 7th.

On another note....thanks to all other posters for providing great info
My favorite Disney story to tell is this one:
My in laws came in for our wedding from San Francisco, loved GF concierge sooo much, they actually missed our wedding ceremony at Sunset Point! But actually "Saw something going on" there...lol..they lost track of time eating their Bruschetta!

 

[bunnyfoo]

I thought I was going to get to go ahead and book our trip to WDW last week, however, my AAA agent got a tad confused and it ends up my days aren't on sale yet. That gives me more time to make my decisions. My girls have seen the resorts as I have shown them to both girls. They are in love with seeing the animals at animal kingdom lodge. The adults are in love with seeing the christmas decor at grand floridian and a magic kingdom view. This trip is for the kids though and we are thinking of changing our mind and just doing a split stay to stay at AKL concierge for most of the time and then doing a night or two at GF in the magic kingdom view room. We are staying concierge for sure. Frankly all the bad reviews of the GF have me a little uneasy. With the amount of money we are paying for this trip, I seriously don't wanna book with some place I'm automatically going to get bad service. Therefore I wanna ask how the AKL concierge is because I haven't heard too much on them whether it be good or bad.

I'm going to be staying at AKL CL for the first time this September and so far the IPO staff have been very helpful and friendly. They've answered my e-mails within 24 hrs and helped me make a couple of my ADRs. I'm hoping the concierge staff are just as helpful I haven't stayed at GF (yet ) so I can't comment there.

 

[Angel16]

I thought I was going to get to go ahead and book our trip to WDW last week, however, my AAA agent got a tad confused and it ends up my days aren't on sale yet. That gives me more time to make my decisions. My girls have seen the resorts as I have shown them to both girls. They are in love with seeing the animals at animal kingdom lodge. The adults are in love with seeing the christmas decor at grand floridian and a magic kingdom view. This trip is for the kids though and we are thinking of changing our mind and just doing a split stay to stay at AKL concierge for most of the time and then doing a night or two at GF in the magic kingdom view room. We are staying concierge for sure. Frankly all the bad reviews of the GF have me a little uneasy. With the amount of money we are paying for this trip, I seriously don't wanna book with some place I'm automatically going to get bad service. Therefore I wanna ask how the AKL concierge is because I haven't heard too much on them whether it be good or bad.

In My Honest Opinion The Concierge at AKL is the very best on property! The lounge is setup just perfect with space and privacy for those who wish to have a quiet conversation. The food.....is the BEST. They have the best coffee machine that make a wonderful Late', Capachinno, ect. As you can see from my signiture we have stayed at AKL and will continue to. You will NOT be sorry you booked concierge there. Have you heard about their Sunrise and Sunset Safari's?

Hope this helps.

 

[Pennykay]

Well, I am still having trouble with the IPO at the Poly. Does anyone know where I can write or call to speak to a manager? Thanks!

 

[Alicnwondrln]

Well, I am still having trouble with the IPO at the Poly. Does anyone know where I can write or call to speak to a manager? Thanks!

I would send one more email and call and leave a message. If you still dont hear call the resort and ask to be connected to the concierge as you are a future guest or call guest services.

Good Luck