[RICH1967]

Hi everyone,

I posted a little while back about how dissapointed I was with the treatment I recieved from the concierge staff during my stay at the Polynesian. I sent an e-mail to Walt Disney upon my return (about a month ago). They immediately sent me an e-mail saying they would look into it and get back to me. I finally received a phone call yesterday from a very nice girl by the name of Holly. She told me that she received my e-mail and was very sorry about the way I was treated by the concierge staff. She said their behavior was unacceptable and that she forwarded my letter to the GM of the Polynesian. She said obviously the staff there needs additional training on how to interact with guests and promised me this would take place. She told me she was sooo sorry about 5 times during our 5 minute conversation. I told her I sent the letter in hopes that future guests would not receive the same unprofessional treatment that I did and she thanked me for taking the time to write it. I was glad she took the time to read my letter and get back to me but as far as it making up the way I was treated when I was there it didn't. In any event I just wanted to let everyone know that they did get back to me and apologized for their behavior.

I must say though that I still love WDW and can't wait to go back. I look back on my trip and only remember all the good times I had their with my family. Disney really is a magical place.

[mickaholic4077]

I'm glad that you didn't let the bad experience with the concierge service sour your love of Disney. It really IS a magical place,isn't it?

[cbeccaboo2]

I am so glad that they got back with you. It was nice that Holly spoke with you and was appoligetic for they way you were treated (or were not treated) on your recent trip. At least they are aware that there were problems and maybe they can watch so it won't happen in the future. I am so sorry that it happened in the first place though.

Becca

[preidel24]

Rich,

Glad to hear someone at disney cares enough to speak directly to you about your situation. Things can get better when call attention to them and make the people in charge aware. I'm sorry your concierge visit wasn't all you had hoped but your actions will make it better for others in the future.

Our concierge visit was out of this world - see you made a difference already .

Paula

[RICH1967]

Glad to hear it Paula! When you pay the extra money for concierge you should receive the extra treatment. I'm glad to hear it worked out so well for you and hopefully my experience was a one time thing and not the norm.

[Al Edwards]

Good job on your letter. As a former cast member the only way to keep the service good is to provide feedback. I have had cast members be less than stellar and I try and inderstand to a point....but if the service is not what you expect then remind that person that they are "on stage". Do it with a smile...:). This usually gets a cast member to wake up cause the person that is reminding them about this might me a upper level manager...:).

[mattomouseman]

Rich,
When dod you stay at the Poly? We were there in August and the consierge was in Tahiti at the time. For the most part the service was OK but I was left wondering what the big deal is about consierge! If we hadn't gotten a special rate because fo the fairy Tale package I woul dhave been more unpset. I mean one night my DW went out to the concierge area for a nightcap and there were kids, yes I said kids about 16 or 17 years old drinking cordials right out of the bottles and no one was around to stop them! I was in the parks with my son when this happened or I would have done something about. My DW waited until the next to let someone know! But like you said the good times far outweigh the bad when at WDW!

[RICH1967]

We stayed there in October and I agree for the extra cash it just was not worth it. The only things I got out of the concierge was continental breakfast each day and a few cookies at night. The time the other food items were put out we were at the park. The other benefit was that they did book all of our ps's which was kind of nice but for the extra $$ it costs it just was not worth it.