You guys were right - the GF "Ain't what it used to be"

[gonga]

After months of phone calls and lots of $$$ spent, the GF concierge planning was a total bust. Every arrangement that I had made either did not exist or was completely screwed up. Even after receiving vouchers and faxes with the correct information, they still just did what they wanted and really did not care very much. They tried to give us a lesser room than what we had paid for, which made our "Concierge check in" 1 and 1/2 hours long, which kinda pissed us off. I had planned a surprise for my husband of tuxedo strawberries and an expensive bottle of champagne. I called 2 weeks before, picked the champagne and gave them the date and time and Credit card info. It was confirmed on the phone - no problem. When I went to the concierge desk the afternoon of the delivery - there was so such order to be found. They never called the limo to pick us up to take us to the airport on day of departure - which was booked and paid for thru them! They told me that they make all the phone calls and that it was already taken care of. Yeah right! Also, the offerings are very limited, not what it used to be. Not that we ever made a meal of what they put out but it is now a big basket of bread sticks and assorted crackers, cheese and 3 different dips. There is still wine served, but there used to be a lovely assortment of canapes and some hot food stuffs. The hotel itself is clean and very beautiful, but for $670.00 per night, which is on the same cost level of a Ritz or Four Seasons - they have to raise the bar a bit - quite a bit.

Upon leaving I did speak to the manager. He was very nice actually and asked me what I wanted to make me happy. I told him I did not want anything. We just want to be listened to, we like to travel at a certain level - and we have no problem paying for that level, but when it does not happen after many phone calls and extensive planning and promises, you feel like you don't matter, and that's not a good thing. He took care of that for us and said it will never happen again, which I am very plesed with.

The GF is a beautiful Resort, but the standards have slipped recently. I hope it becomes what it once used to be

 

[DisOrBust]

I was the OP of the "Just back from the notso Grand Floridian" Thread. We had basically the same experiences although not concierge level. I never wrote to complain because many have and never received any response. What has result from our Jan stay is my parents have decide not to vacation with us anymore to WDW. I really think that they felt completey taken as did I after our stay. That what the result of there lousey service has caused. IMHO the GF is completelly overrated and feel sorry for the money I spent there,lol! I hpe others do not make the same mistake.

 

[>>^..^<<]

Yikes Gonga,

The GF is the Flagship Resort and a report like that gives Concierge a black eye across the board.

Did anything get resolved while you were there?

Did you get the correct room for your price level? Did you get any any of the other arrangements straighted out?

Did they make any PS's for you and how did that work out?

Sorry to hear of the huge disappointment - you have a right to be upset.

>>^..^<<

 

[gonga]

We had booked an Octogon Room, which there are 6 of. We were promised and assigned to the room. We were brought to the room on the wrong wing I had questioned the Planner. When the door was opened I said there was no way we are staying in this room. She went to the manager and she called us on the phone in the room. She tried to blow smoke and say the rooms are similar and blah blah blah. I guess she thought she was talking to an idiot! I said I paid extra for a deluxe room and this is not a deluxe room, get me something else. She said she will check other available rooms. She called back and low and behold there is an ocotgon room available. What is going on over there? All my faxes and vouchers stated Octogon room. She then tried to backpaddle and said it is a request. My response was ok then why was my request not granted since there was an open ocotogon room in the first place???

I had to double check everything! I was shocked that when we were leaving yesterday that our limo was not even arranged for us, even though I had booked and paid for it thru them (a stretch no less). Thank God I checked that or we would have missed our flight!

Another big disappointment was Narcosees. I know this belongs on teh restaurant board but it is at the GF. We were 5 min early for our p/s and were seated. We were greeted by our waitress. She came and took our order. My appetizer arrived but not my husbands. The waitress was no where to be found, my DH asked another waitress to dfind her. I guess she had told the manager who came over. When the waitress saw the manager at our table she came over and heard my DH say please get me the check, we do not wish to stay. (We sat there for over 20 minutes with only my appetizer in front of me which I did not eat because I was waiting for my husbands to arrive.) The waitress, instead of saying I'm sorry sir....she was very snotty and said - I did not hear you! Uhmmm...excuse me you are a waitress and it is your job to hear your customers. It was not busy or noisy, it was early. We walked out and went to Citricos for a second time which was wonderful. I don't know what happened to Narcoosees - the menu changed as well as service. I liken it to more of a Red Lobster. We will never return there again!

The p/s were also messed up. We had added a day after the announcement of E ride. I had called and changed our p/s and they seemed fine when we left. When we got there, they were all messed up and I had to straighten them all out again. I could have saved the phone calls and done it right there upon arrival.

You know I was thinking of returning for a long weekend for the Halloween Party and staying at the GF, but now that I'm home and I have time to reflect on a very expensive and very disappointing trip - I'm not so sure about the not so scary party!

If I did not ask to see the Concierge Manager, none of this would have been known to him. When I asked at the concierge desk to speak to a manager, it was like trying to see the Pope. Even though at the time, when the manager asked what I wanted to make me happy after expressing my disappointment, I should of asked him what he had in mind. I wonder if its too late??? We really treated like crap. Oh yeah they did give us a cheap bottle of champagne and strawberries.

 

[Nancybell]

Gonga: Thank you so much for your review. I was just going to call WDW to change my resort from Contemporary to GF. I'm soooooooo sorry after all that planning that this trip was not magical for you and your husband. I'll stay put!!!

Nancybell

 

[ducklite]

Gonga--Sorry it was such a bad trip. I agree 100%, it is a beautiful and clean resort, but the service is pitiful, particularly in the concierge realm.

My advise is to try to Polynesian, BWI, or AKL for concierge in the future. All three had excellent service, and wile the Polynesian and AKL were a step above, the BWI is lovely and the service was very pleasant.

Anne

 

[KaterBell]

I am so sorry to hear you had a bad stay in the GF concierge. We've had good luck there generally, but I do understand what you're saying that the service has gone downhill. The past few stays we've had there we've noticed things missing and just not up to par.....

I still love the GF though, and would go back in a heartbeat.......

 

[Blondie]

Originally posted by gonga
The hotel itself is clean and very beautiful, but for $670.00 per night, which is on the same cost level of a Ritz or Four Seasons - they have to raise the bar a bit - quite a bit.

Sheesh! For that price, I hope that Mel Gibson or Matthew McConaughey comes with the room!

 

[Jen D]

So sorry to hear about your stay. I've always wanted to stay at the Grand Floridian, it is such a beautiful hotel, but the reports over the last couple years have been very disappointing. I hope they get their act together soon.

 

[Tinkrbell]

I'm not sure if the mngr gave you a refund on a portion of your room rate when you talked to him, but its definitly not too late.

I would write a letter to him, the resorts mngr, and Disney corporate. Stating exactly what you would like i.e.refund, credit voucher, etc. Make sure you sound pleasant, informative, and to the point in your letter. Stating all problems in order.

One major rule is to be pleasant and not rude. Having worked in the customer service industry, you will definitly get more by doing this. Also, be sure to write in each letter ALL of the other parties you are sending the letter to otherwise, they will probably ignore you. Let them know you will "follow up" with your letter.

Hope you get something for your trouble. Don't give up! For $670/nt you deserve it.

 

[sherry8253]

Somesaid said try the AKL concierge. I did not have a good experience there either. I wonder if all of Disney's concierge service is slipping. I asked the AKL concierge to see if there was something available at Boma. It was raining and we decided to cancel our PS at Epcot and stay in. The CM (after waiting for about 5 minutes for him to look up from the computer screen he was staring at intently) checked for Boma and said they only have tables for 4 or more and I can't book them for a party of two on the computer. When I asked if they would allow 2 to sit at a table for 4 if something is available, he told me to walk down to Boma myself and asked. I would have thought that he would have offered to pick up the phone for me. They also could not get PS that I myself got. I asked for an Illuminations cruise for any of 8 nights. I called every day when we were 120 days out and was told no luck day after day. I finally called myself at 7:00 am and got the cuise my second day of calling. When I called the concierge to make sure they hadn't booked for me and I was double booked, their response was NO luck. We have stayed at many fine resorts and hotels and I have found Disney concierge lacking for what they charge. We won't use concierge again unless we happen to find a really good deal that is only a few dollars more than a nonconcierge room of the same quality/view.

 

[dreamflight99]

Originally posted by Blondie
Sheesh! For that price, I hope that Mel Gibson or Matthew McConaughey comes with the room!

LOL...thanks for the laugh...and light-touch! You're the BEST!

gonga...so sorry for the disappointing stay at the GF. We too, travel first class and stay Concierge at all resort properties. The concierge manager should not have asked you "what you wanted to make you happy, etc."...In his position of management, he should have already KNOWN. I could literally "feel" the sadness, frustration and angst associated with this visit (having to make phone calls, etc.--inexcusable). I hope your next trip to the Magic is much better.

 

[KathyTX]

Ouch! Sorry to hear about these bad concierge experiences.

We stayed Polynesian concierge in March, and the staff there was wonderful. They went above and beyond in making phone calls, getting information and making PS arrangements. They didn't simply answer questions, they really tried to make sure they had the *very best* answer or solution for every question.

We didn't ask for a lot, but we got LOTS more help and attention and just general friendliness than we expected. They even got several last minute PSs for us when none were available when we called ourselves.

 

[Jillpie]

Okay, I have to pop in here for a second. We have never experienced concierge before. I would like to someday for the food convenience alone with our kids. But as far as booking PS's...I JUST DON"T GET IT. It literally takes me five minutes to book about 15 reservations a couple of months before our vacations. It couldn't be easier. If I read one more person who complains that concierge didn't book something right or they wouldn't pick up the phone for me, I think I will scream. Please tell me why you just don't pick up the phone and do it yourself? I have NEVER had one single problem entering the Disney restaurants and they haven't had my PS right there. Does anyone else agree here? It just seems like too many complications for something so simple a task.

 

[sherry8253]

JillPie - I am paying extra for this service. Therefore, I would think that concierge would make PS for me willingly. In addition, Illuminations Cruises & PS for CRT the eve of MCMCP are somewhat difficult to get. I work until late at night. I did not want to get up at what is the crack of dawn for me after about 4 hours of sleep to call Disney at exactly 7:00 am several days in a row to attempt to get these 2 reservations when I was paying for this service. In most cases I agree, you pick up the phone & in 5 minutes you have the PS you want. Or if you are like me, you wait until you get there and take what is available. However, this was a special trip for our 25th anniverary and I really wanted CRT & illuminations. Hope you understand now why some of us complain that we are paying alot of money for a service that is either not provided with a smile or is not done correctly. If this was part of my job and I performed it the way some CM's do, I wouldnt have a job.

 

[Jillpie]

Sherry, I see your point. I completely agree to use concierge for those REALLY hard to get PS's and it would be a very nice perk for the added expense. I guess what really erks me are the people that complain about the things that are just SO easy to do yourself like any of the other PS's, it always sounds like it ends up being so complicated and mixed up. Way too much complaining with such an easy thing to do.

 

[sherry8253]

Thanks for understanding Jillpie. I didn't ask for any assistance other than illuminations & CRT except for them to call Boma while we were in the lounge having a glass of wine one eve after having been out in the rain all day. Had there been a house phone there, I would probably have picked up the phone and done it myself. I was just tired & chilly from being wet all day and thought that the CM who was sitting there & appeared not to be busy could call Boma for me rather than trudging down myself which I ended up doing anyway. I hope that you enjoy your trip to the mouse house!

 

[phyllis1966]

Gee, I don't know...we only stayed at the GF once, last October (not concierge, though) and we had a wonderful time. Everyone we met was pleasant and accomodating, although I must admit, we never really asked for anything that could have proved problematic. Our room was lovely, all services provided for us were great, the grounds were beautiful...not one complaint. Hopefully our next stay there will be just as good, especially since this time, we're going with my parents and in-laws.

 

[gonga]

Thanks everyone for your nice replies. Its not about complaining or making phone calls for p/s - since you have to make the phone calls anyway. I tell the concierge when and where I want to go and they make the p/s just like you would normally - its no big deal. They then print our an iteniary(sp?) for you and mail it. They were all very nice smiling people, but I found - incompetant. As they smile and are very nice but all your plans are no where to be found. All the phone calls regarding rooms, plans, etc was just a big waste of time. We like staying in the main building of the GF and they are all concierge in the main building. So theservice comes with it, you still have to make phone calls and make arrangements, just to a different number. But when they screw it all up - well then that's where the frustration and disappointment comes in as I feel that why are they there, I could have done much better myself.

 

[Mainebound]

I'm sorry to hear about all of these poor GF experiences. When we were there last a CM told us Disney would never allow GF to become part of DVC (adding condo units), and when we asked why he said "because they're going for five stars". Guess they'll have to try harder to get that 5th star!