BELL SERVICES Poll and Discussion

[twinklebug]

For each of our stays at WL (multiple over the last several years) and AKL (first time Dec 2019) we have had problems with Bell Services being not present. Arriving by magical express or the DCL transfer bus, we had to send one of up to the building to find a human who could help us with our bags, and even then it took a bit. Nobody came to the bus dropping off guests to see if anyone needed assistance.

For our most recent stay in December, when leaving both WL and AKL we called with plenty of time for assistance bringing our bags down (early than they had recommended we call when we asked) and they took much longer than they said they would; at AKL that meant nearly missing the bus. When we arrived at AKL, our room wasn't ready for a number of ours so we left our bags with Bell Services while we had dinner and explored the resort. When it came time to finally get our bags delivered to the room they took nearly an hour after we made the request in person (which was a challenge itself because there was nobody at the desk... had to wait about 10 minutes for someone to come to the desk). I will not even get into the saga of AKL not being able to find my grocery order and denying it had been delivered and the grocery delivery company having to intervene to tell them exactly where it was located and logged at which point AKL acknowledged they had it.

That said, once you actually GOT the service, the employees delivering or picking up our bags were professional, friendly and did a great job. The problem is getting them in the first place.

SW

My son had the same issue you did with the grocery order. AKL - Jambo denied having it, my son blew off hours of his day waiting around for it, called Amazon, who tried to straighten it out with the resort but ended up refunding the transaction, THEN Bell services pulled a magic act and found it... saying the person who dropped it off had not logged it.

They're a mess.

 

[Starwind]

Hmm. Coincidence that you had issues at the same two resorts we did? Makes me wonder.

DOubt it is coincidence.

At AKL, one of the Bell Services CMs actually told us they were understaffed (probably weren't supposed to tell us that).

SW

 

[Starwind]

My son had the same issue you did with the grocery order. AKL - Jambo denied having it, my son blew off hours of his day waiting around for it, called Amazon, who tried to straighten it out with the resort but ended up refunding the transaction, THEN Bell services pulled a magic act and found it... saying the person who dropped it off had not logged it.

They're a mess.

They are.

My grocery order was with Dizzy Dolphin. Fortunately, they did log it [even though initially Jambo said they had not], but more importantly, they recorded for their own records the exact location (i.e. shelf etc) where each bag/item was, so they could provide that info to me and to Jambo. Who then magically "found" the order in the log and in the back. Getting it delivered up to our room was a whole other escapade, for which we were charged the resort's $6 delivery fee.

I had to place a small order with Amazon Prime Now the next day and decided there was no way I would trust AKL's Bell Services with it -- I was afraid I would never see it ! So I chose a one hour delivery window (paying a small amount extra for it), wrote a note in the delivery instructions that we would be waiting in the lobby and to please call us so we can meet the delivery person, and then we parked ourselves in the lobby about 15 minutes before the delivery window started with a book to read. The delivery person called and met us in the lobby.

 

[sleepydog25]

DOubt it is coincidence.

At AKL, one of the Bell Services CMs actually told us they were understaffed (probably weren't supposed to tell us that).

SW

Similar story as I related in my original post. CM told us they same thing about CL staffing which is why no one greeted us at check in--we had to go find them upstairs.

 

[han22735]

We only use bell services for our instacart orders and haven't had a problem.

 

[Girouard7]

We had a problem with a split stay at Jambo House and SSR. We moved from AKL to SSR. Our luggage got delivered, but all of our food got lost. SSR bell service said AKL never delivered it and kept checking to see what happened. They ended up giving us a $50 gift card for dinner for 7 people, and gave us each another fast pass, since we missed ours due to this only because my husband had to ask. Our food didn't end up getting delivered until bedtime. I was very disappointed that they weren't very apologetic. I have heard from many other people that they were gifted gift cards and multiple fast passes without asking when they were inconvenienced.

 

[Wakey]

Very good Bell Services at BLT on recent trip.

I was not as impressed at Boardwalk, where the guy stood there, whilst I loaded up the car trunk myself- took his tip of course!

 

[twinklebug]

We had a problem with a split stay at Jambo House and SSR. We moved from AKL to SSR. Our luggage got delivered, but all of our food got lost. SSR bell service said AKL never delivered it and kept checking to see what happened. They ended up giving us a $50 gift card for dinner for 7 people, and gave us each another fast pass, since we missed ours due to this only because my husband had to ask. Our food didn't end up getting delivered until bedtime. I was very disappointed that they weren't very apologetic. I have heard from many other people that they were gifted gift cards and multiple fast passes without asking when they were inconvenienced.

Was that Kidani or Jambo?

 

[luvvwl]

Just to chime in, I was particularly disappointed by the lack of service when we checked into CL at Jambo. I have stayed CL at multiple resorts - GF, YC, BC and Poly and have always literally had someone waiting for me when I pulled up to escort me to the CL check in area. This time however, not only was someone not waiting, there was no one to assist us and I had to wait in line at check in until someone finally came over as the line was quite long. Having received that level of service in the past, and because it was a CL stay, I really found the level of service lacking.

 

[ssnelle]

All very interesting. We try to pack light so only needed them once. They’ve always been super polite tho

 

[tidefan]

I do know that WL is one resort where they will allow members to use the luggage carts for self serve. I very much appreciate that.

It still bugs me that they took them away from SSR and OKW due to the union agreement. For those of us that drive, it makes no sense to unpack our car at check-in when we can drive to the front of our building and unpack there...

 

[LSchrow]

We've always had excellent experiences with Bell Services at BW.
Last visit (10/19), we had one night booked with one of our Memberships, followed by 11 nights under a second Membership (both 1bdrm, BW view, and requested to be noted "continuing stay"). On our way to dinner, a certain amazing Bell Services gentleman asked us how everything was. We mentioned that unfortunately, we were switching rooms after the first night (Front Desk told us there was no other option).
We received a text at dinner, saying he fixed it so we wouldn't have to move

We love the BW staff

 

[Girouard7]

Was that Kidani or Jambo?

Jambo House

 

[twinklebug]

Jambo House

There's a pattern happening here. I think it's time owners at AKV, myself included, say something.

 

[mustinjourney]

I just stayed at RIV and VGF last week of January for a 3/3 split stay. The front guy at RIV (I wish I wrote down his name), was super friendly and helpful both on arrival and departure. VGF guys were great as well. I can't say I've had a bad experience anywhere to be honest.

 

[NoTime42]

I voted Other....we don't use Bell Services

Same

 

[Ralph&Pam]

At BWV, it has usually been valets who unloaded the trunk for me. They always tell me they are not bell services, but will hand the cart over to them once everything is ready. I typically tip $5 for the assistance unloading the car to the luggage cart, essentially a 5 minute job. Once our room is ready and we call bell services to deliver the cart to our room, I will tip more generously, of course, reflecting the more substantial service provided. I cannot remember ever having bell services unload the car and handle the luggage cart into storage. Even in the rare case where our room was ready when we arrived at the resort, we have had to deal with two different people. Leaving the resort after checking out, bell services has handled luggage from room to trunk, so that’s a simpler process.

 

[GGGT]

Over the years, and most recently during our 6 trips in 2019, we've enjoyed good bell services. PVB (2), VGF (2), BRV, AKVJ

One thing we've noticed is that on most occasions (If not all of these...can't remember) we've had to request Bell Services when the Valet welcomes us to the resort. No doubt because many don't use bell services so they won't automatically bring a cart over

 

[sleepydog25]

So far, results are largely favorable for Bell Services with 82% considering it good overall. However, two things stand out. First, 12% think the service is not good which seems a bit high for what Disney wants to claim are deluxe resorts. Second, and more troubling, roughly only 50% believe the service to be excellent. . .again for deluxe resorts. Obviously, this survey is a bit anecdotal and certainly unscientific, nor do we have a way to compare to a similar survey taken, say, a decade ago. Still, to my mind, especially given some of the pointed comments re: WL and especially AKL, the service provided to patrons doesn't fit my definition of a "deluxe" resort.

 

[bobbiwoz]

In December, I went from VWL to Kidani, and luggage service via Bell Service was flawless. My Dsis went from VWL to Coronado Springs and it all went well in her case as well.