Just got back from 8 days at the Magical place. Stayed at the Polynesian with concierge level. While I was happy with the hotel itself the concierge service left plenty to be desired. Before I get into what I didn't like let me start by saying that it is impossible to have a bad time at Disney so even though I wasn't crazy about some things we still had a great time.
First of all the concierge was supoosed to have set up a town car to pick us up at the airport and take us to the hotel. After waiting for 15 minutes I contacted the concierge at the hotel and was told that although she could see the note regarding needing transportation she could not see where it ha been booked. She subsequently arranged transportation and our ride arrived approx 15 minutes later.
The next issue we had was with a gentleman by the name of Phil that worked at the concierge desk. We were trying to book dinner reservations for a night later in the week and to say he was less then helpful would be an understatement. Plenty of short one word answers and absolutely no help. I thought the concierge was there to offer suggestions and help whenever possible but the impression I got from this guy is that he wanted to get rid of me. Very dissapointing from a Disney employee.
The next issue I had was with the bus transportation. It was slow all week. It came to a head when we went to the back yard bbq which in case you haven't been to this before it is located in a wooded area. Upon arriving at Disney in our room was a warning about the mosquitos in the area and the potential for the EEE virus. We waited for at least 45 minutes at the bus stop all the while getting bitten by mosquitos. Looking for some assistance I called the concierge to see if they could contact someone to get us a bus to pick us up. While on the phone with Christine the bus finally arrived. I told her that the busses had been a problem all week to which her response was well you better hurry up and catch that one so you don't miss it. Again, not in the least bit sympathetic to our situation instead just wanted to get me off the phone.
The final straw was on Thursday when we took the kids to where the food is put out for the concierge guests. We get there and the place was empty. We thought we missed it so we went back down at dinner time and again no food. Finally I called the front desk and was told that the concierge services had been switched to the Hawaii building and that I should have been contacted and offered a room switch to the Hawaii building. Obviously this never took place.
The kicker was upon check out I realized that I had been charged twice for the Luau. I brought this to the concierge that was checking us outs attention and she told me that even though it is showing up twice you will only be billed once. I asked her to check it with her manager because this didn't make sense to me . the manager agreed that it was wrong and subsequently took it off my bill. This was just another example of someone not wanting to deal with the problem. Again very dissapointing for Disney staff.
The one thing I do have to give them credit for is they did arrange all my Ps's that I requested which was a big help and the food they put out was more then adequate. But I have to say that I was very dissapouinted with the level of service and professionalism I received from the concierge staff.
Just for a little perspective, I am not a big traveler who stays at the concierge level on a regular basis. This was a special occasion that we decided to spend the extra money to make the trip extra special and we certainly were not made to feel special from the concierge staff.