Venting about 'Concierge' service

[Bud Ice]

Understand GCH caters to very high-end clientele. Much of their efforts focus on the high-end visitors and will literally do anything for them. As a visitor simply staying for a night or two might receive less service. This applies to the interaction ahead of time. Very high-end staff will help them plan ahead and usually interact at least a week or two out. A CM quite literally is assigned to these visitors and committed to their stay. Basically become first-name basis during the process and on subsequent visits can request them again as like a friendship.

Regular GCH visitors will usually receive some of the higher-end perks only upon arrival. This is how staff is managed. Once there, staff will know you are there and committed to service.

Is there things you can do? Yes, call as mentioned before. Basically needing to do the legwork yourself ahead of time. If a CM rude or unhelpful, ask for supervisor. Be polite and explain the situation in a positive way, ala "for the kids", and usually things have a way of working out.

 

[5forMickey]

Most of my experience has been with the staff at the DLH. The staff is usually over the top helpful. Whereas the DLH practically fall over themselves to help me.

I agree. We haven't stayed concierge level at the Grand but we love it at the DLH. I think that most people book club level for the upgraded rooms/view and food/drink offerings and that's really the biggest benefit. We have always felt when we walk in the lounge that they are just waiting to help someone....kind of like "please let us do something for you!". In past stays, they have been very helpful with dining reservations once we arrived but not before. For our upcoming stay, I have been unable to book Fantasmic! dining (like everyone ). I tend to be a bit of a nervous Nellie about these things and since I was in the 60 day window I did call and speak with the staff at the DLH lounge. While they couldn't help me, they did put me in contact with Brad at VP so he could help.

It does get frustrating that you have to plan so far in advance to be able to do the tours etc. that you wish while at Disneyland, but I really don't think it is the fault of the concierge that they can't book something on short notice. As the pp stated, there are only so many slots.

Hope you have a great vacation!

 

[Avery's mom]

I agree. We haven't stayed concierge level at the Grand but we love it at the DLH. I think that most people book club level for the upgraded rooms/view and food/drink offerings and that's really the biggest benefit. We have always felt when we walk in the lounge that they are just waiting to help someone....kind of like "please let us do something for you!". In past stays, they have been very helpful with dining reservations once we arrived but not before. For our upcoming stay, I have been unable to book Fantasmic! dining (like everyone ). I tend to be a bit of a nervous Nellie about these things and since I was in the 60 day window I did call and speak with the staff at the DLH lounge. While they couldn't help me, they did put me in contact with Brad at VP so he could help.

It does get frustrating that you have to plan so far in advance to be able to do the tours etc. that you wish while at Disneyland, but I really don't think it is the fault of the concierge that they can't book something on short notice. As the pp stated, there are only so many slots.

Hope you have a great vacation!

Thank you for your experience and feedback! If not getting tour tickets was my only issue, I would not have even thought to post here. However, I was genuinely curious about what sort of things I could expect from Concierge. I asked for a cabana reservation and I was told I had to call someone else for that. Then, I had to call BBB myself and now not to be able to help with a tour reservation, it seemed to me that I was expecting something that perhaps I should not be expecting - i.e. seamless, helpful service.
I appreciate your input!

 

[Malcon10t]

Thank you for your experience and feedback! If not getting tour tickets was my only issue, I would not have even thought to post here. However, I was genuinely curious about what sort of things I could expect from Concierge. I asked for a cabana reservation and I was told I had to call someone else for that. Then, I had to call BBB myself and now not to be able to help with a tour reservation, it seemed to me that I was expecting something that perhaps I should not be expecting - i.e. seamless, helpful service.
I appreciate your input!

I understand. The issue comes down to you were talking to Vacation Planning. Vacation Planning (available to anyone booked at the DLR hotels) really just helps you by giving you the information. I know people used to get upset when they did use Vacation Planning to book their Fantasmic! since Vacation Planning would only book for the day you specifically asked for, and then you found out to late to try and shift to another day. I think that is when they went to just giving info where to book. I know Concierge was able to get me Halloween party tix when the party had been sold out for weeks.

 

[MommyJKM]

I always call the GCH concierge directly that's downstairs in the lobby and have them book things for us. It doesn't matter if you're staying concierge level, they do the same stuff. I would call them, we never use Vacation Planning anymore.