Guest Service at Its Best

I’ll admit it.  I’m a little spoiled.  At least that’s how I feel whenever I check into a Disney Resort’s concierge room.

For those who aren’t familiar with them, each of Walt Disney World’s Deluxe Resorts (the Grand Floridian, the Polynesian, the Contemporary, the Wilderness Lodge, the Boardwalk and the Yacht & Beach Club resorts) offers a special level of service.  They call it ‘Concierge.’  And I don’t think I can go back to a ‘regular’ room again.

First of all, let me say that I’ve never entered a Disney Resort guest room that I didn’t like.  From the Pop Century and All-Star resorts, to the Grand Floridian and Yacht Club, each and every room offers its own kind of Disney Magic.  But concierge rooms offer a special type of magic.

Concierge rooms are located in a specially designated section of the hotel, offer personalized service, and even offer complimentary food.  Free food is always a perk for me.

The concierge experience begins even before one arrives in Disney World.  A few weeks before check-in, a ‘Concierge Itinerary Planner’ contacts you to see how they can make your stay more special.  Would you like advanced dining reservations for a special meal? It’ll be taken care of.  Do you think you might enjoy a fireworks cruise? They’ll get it booked.  And they even prepare a special, printed itinerary with all the information you’ll need.

Checking in for your stay is a breeze.  Actually, I’ve experience two different ways in which they handle the check-in process, and it seems to vary by hotel or time of year.  Sometimes, they actually send you a special key in the mail.  The key allows to you access the concierge guest-only floor and check in there.  Other times, they’ve instructed me to simply let the bell captain know that I’m a concierge guest, and a bell person actually escorts you to the club level.  It’s one of the ways they make concierge guests feel special.

The concierge staff who act as your primary source of information and assistance during your stay are invariably pleasant.  They tend to be more experienced and more knowledgeable than those in some other areas of the hotel.  They’re an excellent source of advice and hints to make your stay even more magical.

Concierge guest rooms, while generally the same size and layout of other guest rooms at Disney’s deluxe resorts, offer some special amenities, such as terrycloth bath robes and nightly turndown service.  And concierge guest rooms often offer a pleasant view from guest rooms, given that they are usually located on high floors or in a section of the hotel that offers a splendid location.

Each concierge floor offers a special guest lounge, featuring Wi-Fi Internet access, a television with Disney programs for children (and grown-up kids as well), and complimentary food and beverages.  Generally the resorts offer several food presentations each day, ranging from a continental breakfast in the morning, to cookies and light snacks in the afternoon.  And each evening, they offer what could be considered a light dinner.  Usually offered are hot dishes, often from restaurants within the resort, and assorted crudités, crackers, breads, and dips.  And in the late evening, the desserts and cordials are wonderful.  And peanut butter and jelly sandwiches are available at nearly every food presentation.

Admittedly, the food quality varies.  Some of the offerings are quite good.  I know that during the day the Yacht Club offers a specially blended iced tea that is great, and the dishes prepared in the resort’s restaurants are usually quite good.  But some of the other food, while good, is also not ‘special.’  In fact, I think some of it might come from Costco.  But the presentation and convenience make even the more lackluster dishes more palatable!

I’ve been fortunate enough to experience concierge or club-level service at several hotels.  But the Disney concierge is something completely different.  The cast members tend to be more outgoing … more ‘Disney.’

I appreciate that every day when I head out, I get a cheerful, sincere ‘Have Fun!’  When I return, I’m always welcomed back.  I like having the opportunity to get to know the concierge cast members.  And I appreciate that they take the time to get to know me.  It always makes me smile when they refer to an off-handed comment that I’ve made days before about something I particularly like or dislike.  They are very attentive.

So in the end, I have to say that Disney’s concierge service offers a little extra magic.  While those who are on a budget, or expect to spend each day away from their resort, it’s probably a little unnecessary.  But for those who like to experience Walt Disney World in a more leisurely pace, those who want to experience that extra level of service, it’s superb.  And I think it’s a wonderful way to celebrate a special occasion, such as a milestone birthday or anniversary.  But be warned, once you’ve experienced concierge, you may not want to go back!