Useful Concierge Information

[KerryCM]

Unlike some of the other resorts you do not need a key card to access the concierge floor, only the area where the rooms are located. You can leave your bags with bell services and proceed to the 4th floor. As you come off the elevators go to the right flollow the hallway until you come to the desk. It will be just before the doors that you need to use your key to access. This desk is manned all day until maybe 8pm. The Cast member will help you there. This is my favorite resort to stay at. I do not sty there for the food offerings, it is the cast memebers! They are all so wonderful and will do anything they can for you.

 

[Kaitysmom]

Thanks for the info! I am trying to figure out a way to surprise DH and DD with CL at BWI (they think we're staying at a different resort/standard room) Now that I know this, I can plan my surprise better. Thanks KerryCM

 

[Ergens2]

OK, so I am ready to send my email to IPO but what do I say? Do I need to put my reservation # on there? I booked through DU so I know they don't have any info. Please help!!

 

[TammiMcMan]

Once you book a concierge reservation, the IPO department can simply pull you up in their computer using your name and dates. I've also used DU to book concierge stays and the only information that they were missing was my mailing address. The staff at the YC sent out a great packet with park maps, recreation guide, resort information and a pre-planner questionnaire. You could go ahead and request this or if you already have an idea of what you'd like for PS's and other arrangements, just let them know. They can enter your requests into the system as pending items and update them as the dates get closer. I'm not familiar with the staff at CR, but I had the best time working with the girls at the YC. They offered some great suggestions and helped to make our stay magical.

Have fun planning,
Tammi

 

[peter1706]

I've been in contact with the CR IPO and BC IPO this past week. I 'm really finding a difference between the two. Beach Club has been practically magically in the way they've answered me. With the CR IPO i've spoken on the phone and emailed and I just feel like their responses are very cool, if not cold. I've gotten incomplete answers to my questions and no acknowledgement of requests. And this is just from returning the itinerary form and sending 2 emails. Its not like Im bugging them 10 times every day.

I know they aren't the actual CMs that work on the floor but as a first contact its not very appealing. Since the same team works for the GF IPO I was wondering how other have found this team.

 

[TammiMcMan]

I've also found the GF IPO staff to be very cool and much more professional in their demeanor. I got quite a shock this past December when I worked with Alana, Amy & Angie from the Epcot resorts pre-planning department. They were all warm and friendly. I honestly think that they should be the model for all other concierge pre-planners. It was a terrific experience.

Tammi

 

[VAgal76]

I agree with Tammi, they do appear to be much more distant than other IPO's. I've been working with "Joey" (Johanna) at CR IPO and have been pleased with the service. I guess I set the tone of the conversations after receiving the first e-mail and it just felt like they keep at an arm length's distance. I know they are accustom to addressing guests as Mrs. Yada Yada or Mr. Yada Yada. I told them first thing I'd much rather be called my nickname. Don't take that the wrong way. Some completely feel the formality should be used, but I personally connect a lot better and feel more comfortable myself when there's a more casual setting. Joey has gotten all my PS's arranged and is helping me with special gifts (to be delivered during turn-down service) and an in-room birthday celebration. I know it really does depend on the CM you are working with at IPO, but it's peeked my interest to see if you are working with the same person.

 

[mlwear]

I just made my reservation a couple of days ago. AAA TA said that I should hear somethng from concierge in a few days. How long should wait? I know I couldn't possibly receive anything by mail for a while. From what I'm reading often due to missing info. the guest needs to make initial contact.

I did not get a confirmation number. Should I have? AAA said that they would call me a week before final payment (end of June) and that she would mail me a packet two weeks before our trip. This doesn't seem quite right as she has our flight info. already. But, that is off the concierge topic.

Earlier in this thread it said that concierge can't accept tips? True? I like to tip if someone has done something above and beyond, but I don't want it to go into a general pool of $, I want the person who helped me extra to have it. I don't understand the logic in this, esp. if mousekeeping can accept tips. I haven't stayed at Disney before (obviously) but at other resorts if I need housekeeping to do something a little extra for me then I leave a little more in their envelope. Good/extra service should be rewarded, in my book. I have always thought that if you ask the concierge to do something that isn't typical, you should tip. These few complaints about CM's not being what they expect, maybe if Disney let them take tips, they would try harder. So, I hear some saying they give little "gifts". Like what?

 

[VAgal76]

Mlwear - IPO/CM in the concierge lounge from what I hear can not accept cash tips (but some have reported being successful in this). I had taken some gift certificates to Wal-mart, etc. to have on hand for CM's in the lounge that I thought went above and beyond the call of duty. You can also bring in some treats for them prior to your departure if you feel lead. For IPO, you can also send gift certificates, candy/treats, etc. I hear sweet treats are always a hit. I send these prior to arriving or deliver in person to them once I get there. If you get to know your planner a lot of times you can pry around for their likes and create your own unique gift to them. Gifting is not required. We pay for this service; however, each time I've dealt with the planners I feel like they've made my stay more special just by taking care of the little things and even helping navigating the larger ones. This is the only reason I send a thank you gift to them.

 

[Mister Disney]

Earlier in this thread it said that concierge can't accept tips? True? I like to tip if someone has done something above and beyond, but I don't want it to go into a general pool of $, I want the person who helped me extra to have it. I don't understand the logic in this, esp. if mousekeeping can accept tips. I haven't stayed at Disney before (obviously) but at other resorts if I need housekeeping to do something a little extra for me then I leave a little more in their envelope. Good/extra service should be rewarded, in my book. I have always thought that if you ask the concierge to do something that isn't typical, you should tip. These few complaints about CM's not being what they expect, maybe if Disney let them take tips, they would try harder. So, I hear some saying they give little "gifts". Like what?

Well, I have the same problem.

I am arriving June 1 for a week and am staying at GF RPC. Travis and Joey have been INCREDIBLY helpful... I am a major planning nut and have been emailing them back and forth every week now for 2 months.....

Needless to say, they have gone above and beyond my wildest expectations and I am sure their hard work will turn into a magical vacation for my partner & I.

I know a lot of people on DIS rip concierges to shreds, but I've stayed at GF RPC numreous times and with the exception of one misstep (and we ALL make them....be honest with yourself....) everytime has been great.

Having said that...
My understanding is that they can not accept tips.....SOOOOOO....what I did was order a gift basket today to be delivered to them at the Concierge Office at GF and a personalized card for them.

ALSO, after my trip, I plan to send a very detailed note about my experiences with them to the personel department. When you write notes about CMs, it gets added to their personel file and goes a long way in advancing their careers.

Personalized notes about what a CM does for you, regardless if they are Mousekeeping or Concierges, goes a LONG WAY!

 

[TammiMcMan]

First of all, I'm very pro-active when it comes to my Disney trips and I hate waiting for someone to contact me. I usually send out an e-mail once my reservation has been entered, introduce myself and give them my home mailing address for any information that they mail out to help me plan. You don't need your confirmation number for this, simply your name and dates of travel. Depending on what your vacation requests are, they may have to wait until the 90 day window to complete them, but there are other things that can be done ahead of time for you.

The reason why I don't think they can accept tips individually is that they work as a team. With housekeeping, they are assigned to your room and no one else helps them to clean it. With concierge, they actually do work together and when you arrive at the resort, there are usually at least 2 CM's who staff the desk. If you require anything, you'd sit down with the next available CM, or whoever wasn't with a guest would be the one picking up the phone when you called. Even with pre-planning, you might talk to one particular person, but everyone in that office is working on your requests. So you might think that your contact person is the one who has gone above and beyond, but in reality, it's also the team of people working alongside them.

The first time that I sent a thank you to the staff was this past December and it was to the ladies in the Epcot pre-planning department. I started by sending an e-mail to Disney guest services recognizing them for a great job. As my planning went along, they took great care in making sure that this trip remained a surprise for my family and were very warm and engaging in every conversation that I had with them. Just before my trip, when all the plans were finally in place, I sent them each a gift. It was Christmas and I happened upon some Make a Wish ornaments at a local engraving store. I thought these were a perfect reminder to them, that they help many to make Disney wishes come true. I had them engraved for each staff member and sent them down with a thank you card. For other DIS'ers, I've seen where they've brought down a basket of home state goodies to share with the staff. You might notice that alot of the folks who do this are repeat guests and have built a relationship with the concierge CM's.

I don't think that "complain" is the correct word. Disney concierge is not created equal. You will find very different personalities in each of the departments. I think most DIS'ers have a passion for the magic of Disney and expect that those they are dealing with share the same warmth. I know that I do. I don't know if it's in the training, or just what a majority of guests expect the attitude to be at a particular resort, but you'll find that if you're dealing with say the GF/CR staff, they are very cool and professional. They are probably not inclined to call you by your first name and you certainly won't get the warm fuzzies from them. On the flip side, the BW/BC/YC staff are like planning a vacation with your best friend. Both staffs get the job done, their approach is just very different. For those that are used to the friendlier contacts or just expect that because it's Disney, might be surprised that's all.

Tammi

 

[peter1706]

I agree with Tammi, they do appear to be much more distant than other IPO's. I've been working with "Joey" (Johanna) at CR IPO and have been pleased with the service. I know it really does depend on the CM you are working with at IPO, but it's peeked my interest to see if you are working with the same person.

I didn't catch her name when I made first contact over the phone and whoever is sending me the emails is not signing them so I'm not sure who is helping me.

 

[VAgal76]

They typically aren't using a sign off name, but I nabbed the name from the e-mail address itself. It'll read something like Peter Pan on behalf of WDW Contemporary Concierge <email address goes here>.com. Sometimes you have to do a looking around to find out who you are dealing with.

Tammy - I couldn't have worded it better! Working with Alana & Lauren is like planning your vacation with your best bud. They are such sweet girls! It almost makes me want to switch resorts for our July trip, but Joey has worked really hard getting all the pixie dust in order for us and we do have a MK view. I guess after my trip next week I'll know if I really want to switch or keep CR. Crazy I know - how could I think of giving up monorail, MK view, 14th floor, etc.? I'd have to do something else for my MIL's birthday also since we had planned to have dinner and watch Wishes from the balcony of our CR room. But if I get warm fuzzies at one place, I tend to get "hooked" and want to return there. That's exactly what happened at AKL - LOL!

 

[peter1706]

I've copied and pasted how my emails are signed

Thank You
Have a Magical Day!
Itinerary Planning Office
Disney's Contemporary Resort
phone: 407-934-4438
fax: 407-824-3461
email:wdw.Contemporary.Concierge@disney.com

No name listed in the body of the message and in the from section at the top of the email it simply states ""WDW Contemporary Concierge" <WDW.Contemporary.Concierge@disney.com>"
I think like tammi said I was expecting the warm fuzzy thing.

Vagal I hope you take lots of pics and post a report when you get back.
See if they know if the 14th floor is going to have a rehab.

Amy Randall and Lauren have been great in helping me our the Beach Club portion of the trip.

 

[TammiMcMan]

Oh no, please don't give up on the 14th floor. I'm living my life through your planning right now. I think that when you arrive on site and you have that exclusive VIP feeling, that is going to make it all worthwhile. At least I hope so, because I really want to try this concierge level out someday.

Maybe a lot of guests do expect, for the money they're paying, that the staff is going to be much more professional, aka cool demeanor. VAgal, it sounds like you might be drawing them out a little by using their name and having them address you by your nickname instead of Ms. I agree though, the lack of the warm fuzzies does take something away from the fun of pre-planning.

Peter, I'm sure that both Amy and Lauren would be more than happy to plan your entire concierge stay and not just their portion of it. In fact, I would think that would be easier on you, not having to keep track of different planners and multiple itineraries. You may also want to inquire on your next e-mail to the CR as to who you are working with. Just let them know that you feel awkward addressing everything to the "Dear CR Person who's helping me". Hopefully it will get a smile out of the person on the other end and open their friendly door just a little bit wider.

Tammi

 

[peter1706]

Peter, I'm sure that both Amy and Lauren would be more than happy to plan your entire concierge stay and not just their portion of it. In fact, I would think that would be easier on you, not having to keep track of different planners and multiple itineraries. You may also want to inquire on your next e-mail to the CR as to who you are working with. Just let them know that you feel awkward addressing everything to the "Dear CR Person who's helping me". Hopefully it will get a smile out of the person on the other end and open their friendly door just a little bit wider.

Tammi

Great advice Tammi! I will keep both in mind, thanks!

 

[Chicago526]

Hello! First time CL stay-er here (yup, I invented my own word!) and I have a question about check in. We are staying at GF, Lodge Conceirge for our honeymoon. Since we'll be in the Sugar Loaf building and not the Main building, where do we go when the limo drops us off? Do we just let bell services know, and do we specify "lodge conceirge" so they know where to direct us (and our bags)?

Also, what are the odds, if any, of getting a free upgrade to either RPC or the honeymoon rooms? Obviously it would depend on what, if anything, is available when we check in, I just wanted to know if it has ever happened to anyone.

Thanks tons!

 

[Mister Disney]

Hello! First time CL stay-er here (yup, I invented my own word!) and I have a question about check in. We are staying at GF, Lodge Conceirge for our honeymoon. Since we'll be in the Sugar Loaf building and not the Main building, where do we go when the limo drops us off? Do we just let bell services know, and do we specify "lodge conceirge" so they know where to direct us (and our bags)?

When you arrive, tell the bellman that you are checking into concierges. They will call up and one of the Concierge Staff members will either meet you out front or the bellmen will put your bags onto one of the carts and drive you around to the Sugar Loaf building.

Also, what are the odds, if any, of getting a free upgrade to either RPC or the honeymoon rooms? Obviously it would depend on what, if anything, is available when we check in, I just wanted to know if it has ever happened to anyone.
Thanks tons!

That really depends on the time of year you are going etc. Its all about Pixie Dust! ....having said that....it has happened to me 3 times...free upgrades...to better rooms....

 

[VAgal76]

Hhhhmmmm, I wonder why the name shows in some and not others? Yep, just like Tammi said just politely ask whom you are speaking with.

Tammi - You did bring up a good point about the VIP feel of the CR. We've booked a suite with an awesome view which would be hard to give up. There are so many things that CR IPO has helped me out with. Not that AKL hasn't done a superb job with all the arrangements they've made with the welcome gifts for my family! Dreamflight was such a doll helping me with a beautiful invitation to the castle to be placed next to the tiaras on our pillows during turn down service. I'm also going to have them put the birthday pin in there for her as well. I want to build excitement for her birthday since no one has really doted on her. We're spending the day at MK after CRT. We're going to have a late dinner on the balcony followed by birthday cake & Wishes. Afterwards, we'll just head back to MK for EMH. All of us except DS have spa appointments the following day, which IPO has handled so well to get us in at the same time in the afternoon. This was a little harder than one would expect. I'm going to secure FGM to watch DS at SSR while we spend a few hours getting totally pampered. This is probably the only time MIL & SIL will be able to come. The week they were available just happened to be on MIL's birthday, which she didn't disclose to us. I actually remembered it! I'm really hoping that I will be able to make her PD & Fairytale dream come true.

There's so many new "faces" around here. I just want to formally welcome you.

Chicago526 - First time CL stay-er - LOVE IT! Beware, once you go CL it's going to be sooo hard to return to non-concierge. GF is one I've always wanted to try, but just haven't been able to twist my DH's arm enough to go. I can't wait to hear how things went for you. Sending some pixie dust to you for an upgrade. Are you celebrating a special ocassion?

 

[flyball]

Hi Everyone! So excited because we just booked BWI concierge for August (largely because of the great reviews I've read on this and other threads). We stayed AKL CL last August and are now hooked (drat, I mean yeah!). Anyway, I was wondering if anybody has any ideas about room requests. I've never even been over to the BW area (hard to believe that we've neglected this place in all of our visits). I've seen maps of the resort, but have no idea where the concierge rooms are located or what we should be aware of for requests. Any help will be greatly appreciated!