Venting about 'Concierge' service

[Avery's mom]

We're staying at the GCH (Concierge Theme Park View) in 10 days. I booked back in March, but didn't do much planning until about 60 days out, as we can't do much until then anyway, right? So, I sent an email to Vacation Planning with a couple of requests that can't be done online, like a cabana and the BBB. In both instances, I was given the phone number for the departments to call myself. Really? I was under the impression that Vacation Planning was able to take care of these things for me. So, in any event, I got on the phone and did what I needed to do to make arrangements for the cabana and BBB.

My DD tells me today that she would really like to do a tour, since we are bringing a friend of hers along who has not been in 10 years. So, I called the Tour number, but there are no spots for either the Happiest Haunts Tour or the Walk in Walt's Footsteps Tour for any of the days we are there. So, thinking this could be an area the concierge might be able to help with - I contacted them again. Nope - they said that they couldn't get us in for any tour either. I know that 12 days out, getting a tour might be tough, and I am disappointed that we can't take one on this trip. However, I really DO wonder what the Concierge CAN do for us, since I seem to be batting 0 for 3 with getting any real assistance when I asked for it.

Was I expecting too much from the Concierge? What should I expect them to be able to do for us in this case? In anyone's experience, do cancellations occur for tours?

Thanks for letting me vent.

 

[Indiana Scott]

Sometimes it's just hard to get good help.

 

[ILoveDzny]

Sounds to me like I would drop that service and get a refund...just saying. I was also under the impression they would assist in all areas of helping plan your vacation and assist in making reservations. That service isn't cheap...so what DO they actually do??

 

[debdreamsofdis]

We're staying at the GCH (Concierge Theme Park View) in 10 days. I booked back in March, but didn't do much planning until about 60 days out, as we can't do much until then anyway, right? So, I sent an email to Vacation Planning with a couple of requests that can't be done online, like a cabana and the BBB. In both instances, I was given the phone number for the departments to call myself. Really? I was under the impression that Vacation Planning was able to take care of these things for me. So, in any event, I got on the phone and did what I needed to do to make arrangements for the cabana and BBB.

I've never used concierge , so I'm not much help, but I can completely understand why this would be frustrating, especially at 60 days out.

My DD tells me today that she would really like to do a tour, since we are bringing a friend of hers along who has not been in 10 years. So, I called the Tour number, but there are no spots for either the Happiest Haunts Tour or the Walk in Walt's Footsteps Tour for any of the days we are there. So, thinking this could be an area the concierge might be able to help with - I contacted them again. Nope - they said that they couldn't get us in for any tour either. I know that 12 days out, getting a tour might be tough, and I am disappointed that we can't take one on this trip. However, I really DO wonder what the Concierge CAN do for us, since I seem to be batting 0 for 3 with getting any real assistance when I asked for it.

These tours are extremely popular and availability is limited. I wouldn't expect anyone to be able to book them at 12 days out. There are only so many spaces. It's not like they can move someone else off the tour who already has a reservation and have you take their spot, KWIM. If there are no spots available, there's probably not much they could do about it.

I agree with ILoveDzny, I'd consider getting a refund if I were you.

 

[Malcon10t]

I've never used Vacation Planning myself. (Vacation Planning is available to anyone staying at the DLH, not just Concierge.) I generally use the concierge services. I would suggest trying (714) 778-6600 and asking for Concierge and see if they can help you.

 

[DharmaLou]

I thought concierge was just access to a special area and food? I didn't think/know they offered any services other than that.

 

[SuzanneSLO]

With vacation planning services available for all on-site guests, I thought concierge rooms at DLH were more about the access to the lounge? Are there any services to which a concierge guests are entitled? -- Suzanne

 

[Malcon10t]

With vacation planning services available for all on-site guests, I thought concierge rooms at DLH were more about the access to the lounge? Are there any services to which a concierge guests are entitled? -- Suzanne

I've had them arrange dinners, tickets, and different seatings (parades, Fantasmic!) But only while on property. I think DizMe has also used them but I think only while they were on property.

 

[DizMe]

I've had them arrange dinners, tickets, and different seatings (parades, Fantasmic!) But only while on property. I think DizMe has also used them but I think only while they were on property.

Yes, that's right. They've been able to do things for me while I was already on the property but honestly, concierge at DLR isn't the same thing as it is at other hotels. When it comes to activities and reservations, they defer a lot of things to Vacation Planning and there isn't much communication between those 2 entities. For instance, I've twice booked things through VP in advance of my trip and been told the tickets would be waiting for me when I checked in at the concierge desk (GCH). However, in both cases no tickets were awaiting me and concierge had no clue I was expecting them. On one occasion, I had to go and find them myself at the Guest Services window outside DL. The second time, concierge was able to call around and locate them and have them sent up, which was nice. I decided after that that I would just do ticket ordering myself (Holiday Tour, Halloween Party, etc), as well as dining reservations.

However, there have been a few times when the concierge people were really nice and helped me out with last minute reservations. I've had great luck at DLH, where the concierge desk is inside the lounge. I've always found them to be extremely pleasant and attentive. At GCH, I've had a few really nice CMs at concierge and some...well, kind of snooty acting CMs, who ignored my presence and then acted very disinterested in providing assistance. Their desk is outside the lounge, which I think is to help them keep an eye on people who may be trying to sneak into the lounge, and they just seem more like greeters and bouncers to me!

 

[whoever]

I've been less than impressed so far. We ended up booking most everything ourselves. They did get us Train-station platform preferred seating for the parades/fireworks, but I'd really rather do the fireworks from the hub. Hmm..

 

[Avery's mom]

These tours are extremely popular and availability is limited. I wouldn't expect anyone to be able to book them at 12 days out. There are only so many spaces. It's not like they can move someone else off the tour who already has a reservation and have you take their spot, KWIM. If there are no spots available, there's probably not much they could do about it.

I certainly would not think that someone would be moved off a tour! I knew that it was a long shot by calling the regular tour line. However, I DO have a bit of experience with DCL Concierge services where they do hold things back for guests, such as cabanas, for last minute needs, etc...I just thought that there might be something similar for tours, etc...where there was a contingency for last minute concierge requests. If not, there's nothing lost by asking. I was/am surprised that I have had 3 requests and none of them have been able to be accommodated by the concierge. I thought that it would be similar to my DCL experiences (or any hotel concierge service) where the Concierge is supposed to be a 1-stop shop for customer requests/needs that augment the customer's experience at the Resort.

 

[Avery's mom]

Sounds to me like I would drop that service and get a refund...just saying. I was also under the impression they would assist in all areas of helping plan your vacation and assist in making reservations. That service isn't cheap...so what DO they actually do??

I really don't know what they actually do - thus my question here! I figured that people who have a lot of Concierge experience could illuminate me

 

[Avery's mom]

I've never used Vacation Planning myself. (Vacation Planning is available to anyone staying at the DLH, not just Concierge.) I generally use the concierge services. I would suggest trying (714) 778-6600 and asking for Concierge and see if they can help you.

I'll give them a call in the morning - thank you!

 

[Avery's mom]

Yes, that's right. They've been able to do things for me while I was already on the property but honestly, concierge at DLR isn't the same thing as it is at other hotels. When it comes to activities and reservations, they defer a lot of things to Vacation Planning and there isn't much communication between those 2 entities. For instance, I've twice booked things through VP in advance of my trip and been told the tickets would be waiting for me when I checked in at the concierge desk (GCH). However, in both cases no tickets were awaiting me and concierge had no clue I was expecting them. On one occasion, I had to go and find them myself at the Guest Services window outside DL. The second time, concierge was able to call around and locate them and have them sent up, which was nice. I decided after that that I would just do ticket ordering myself (Holiday Tour, Halloween Party, etc), as well as dining reservations.

However, there have been a few times when the concierge people were really nice and helped me out with last minute reservations. I've had great luck at DLH, where the concierge desk is inside the lounge. I've always found them to be extremely pleasant and attentive. At GCH, I've had a few really nice CMs at concierge and some...well, kind of snooty acting CMs, who ignored my presence and then acted very disinterested in providing assistance. Their desk is outside the lounge, which I think is to help them keep an eye on people who may be trying to sneak into the lounge, and they just seem more like greeters and bouncers to me!

Thank you for your valuable feedback. It really bugs me when the left hand doesn't know what the right hand is doing - as it sounds in your case above.

 

[Avery's mom]

I've been less than impressed so far. We ended up booking most everything ourselves. They did get us Train-station platform preferred seating for the parades/fireworks, but I'd really rather do the fireworks from the hub. Hmm..

Considering your GCH experience, this makes me thing my experiences thus far are more the rule than the exception. I always try to book things myself as well. However, I thought I would take advantage of the Concierge with this trip, but it hasn't turned out to be of any help pre-trip. We'll see how it goes when we're there, but I'm not holding my breath. it's just very disappointing considering how much we love the concierge staff on Disney Cruise Line. One every ship where we've had access to a Concierge, we've been so impressed with their ability to make the trip magical. I was hoping it would be the same at the GCH. Oh well

 

[Malcon10t]

Most of my experience has been with the staff at the DLH. The staff is usually over the top helpful. The times I have stayed at the GCH, I barely get a nod from the concierges at the desk. Whereas the DLH practically fall over themselves to help me.

And I gave you the DLH number. The GCH number is (714) 956-6425.

 

[Malcon10t]

Whoever - The various seats are regulated by different departments. The ones at the hub are for a different department.

 

[Avery's mom]

Most of my experience has been with the staff at the DLH. The staff is usually over the top helpful. The times I have stayed at the GCH, I barely get a nod from the concierges at the desk. Whereas the DLH practically fall over themselves to help me.

And I gave you the DLH number. The GCH number is (714) 956-6425.

Thank you for the CGH number - I really appreciate it!

 

[theluckyrabbit]

Keep calling about the tour spots. You never know when you might get a cancellation.

 

[bumbershoot]

Vacation Planning is available to anyone staying at the DLH, not just Concierge

Absolutely.


We use concierge at DLR for food, waters, coffee, and the lounge. Oh and DVD rental.