Disney ResortsPlanning

How To: Disney Resort Concierge Desk


Have you ever walked past the concierge desk at a Disney resort and asked yourself what they could help with to improve your vacation…and just walked by because you didn’t know where to start? Well, my goal in this article is to provide you with as much information as possible, without getting into the details of case-by-case situations.

Let’s start with the basics:

Every Disney Resort Concierge Cast Member will provide you with as much information as they are able to, especially regarding activities within the resort. Keep in mind that they are not vacation planners, and usually, the concierge cm’s are also managing a phone line, so asking multiple questions in one stop will typically shorten the explanations and options…so knowing what to ask is important:)

What can they do?

The short answer is EVERYTHING!

The long answer is that you’re interacting with a cast member who is incredibly well trained to provide you with an enjoyable experience while giving you a clear and concise “next-step” plan. You won’t leave the desk confused! In fact, you’ll probably leave the concierge with ideas for your next vacation, including thoughts about private tours, dining experiences and so much more.

The following are items that Concierge Cast Members can assist you with:


The concierge can sell Disney Park Tickets, including adding on additional park days and options like Park Hopping and the Water Park Fun and More.

Special Events

Thinking about attending the Mickeys Not So Scary Halloween Party or the Mickey’s Very Merry Christmas Party? Your concierge desk may be able to help you with those experiences, including start times, best practices and transportation ideas.


Do you need a stroller while on vacation (and didn’t pre-buy one from Walmart.com)? Well, your concierge will be able to give you options and contact information, including renting one from Disney, using a service like Kingdom Strollers or the nearest Walmart/Target/Shopping Mall that you could drive to.


Thinking about going on one of those cool “Keys to the Kingdom Tours” in the Magic Kingdom, or a “Behind the Seeds Tours” at EPCOT? Stop in at the concierge desk and they’ll be able to help you book these experiences. They’ll also provide you with assistance if the tour time is conflicting with other items on your schedule, like shifting FP+ and Dining reservations (if possible).

Magical Express

Do you need to adjust your reservation? Well, stop at your concierge desk and they’ll be more than happy to help you out. The most common reason why you’d have to do this is if you receive a text/email from your airline saying that your flight’s been rescheduled.

Room Issues

Disney’s Mousekeeping (Room Attendants) provide great attention to detail, but every so often they’ll miss something.

  • Is your Air Conditioning unit not working?
  • Do you have a burned out lightbulb?
  • Put a request for extra towels, pillows, blankets, cups

If there is a bigger issue and you don’t know where to start if you want to change rooms? Well stop in with your Concierge and they’ll do their best to assist you.


Did you know that your concierge desk can assist you with issues that may come up with your MagicBand? Technology sometimes doesn’t work how we’d like them to…and it’s important to know where to turn to first.

Other Services

  • Car Rental Information
  • Faxing Prescriptions to the Pharmacy
  • Printing Airport Boarding Passes
  • Organizing Wheelchair and ECV’s
  • Making and adjusting Dining and FastPass+ Reservations
  • Bandaids (this is a huge one, especially if you’re wearing new shoes and haven’t broken them in yet…blisters ouch!)

What can’t they do?

Well, the list is a little smaller, but they’ll never send you away without providing you with an end destination.

Annual Passes

They’re unable to process anything to do with AP’s, including initial sales or converting other pre-purchased passes into Annual Passes.

Disability Access Service Pass

They’ll be able to provide you with the end destination (Guest Relations) but are unable to issue these passes. FYI, all the details are available here

Military Park Tickets and other Discounted Ticket Offers

Disney provides a large amount of unique discounted tickets through outside sources, such as the Military Discounts on park tickets. Details on these passes are usually provided through your contacts within your organization, however, you can do a simple Google search and find all the answers within a couple of clicks. The concierge desk will probably do this search for you, but it’s easier to be prepared to do that extra step yourself. FYI, the details for the Military Discounts are available here

In-Park Issues

Did you experience a disturbance while on an attraction, dining location or retail shop while in the theme parks? If something happens at EPCOT…just stop into the Guest Relations at EPCOT. Your resort concierge won’t have the same access to tools “to make it right” as those in the parks.

“Will Call”

Did you buy an online ticket voucher which requires you to go to Will Call? The concierge desk gets a ton of guests wondering where this is located…and it’s actually really simple (if you know what you’re looking for). When you first visit a theme park, say Disney’s Animal Kingdom, you’ll find ticket wickets for those who have already purchased tickets…look to the left or to the right…you’ll see the Will Call desk. It’s usually right next to the Guest Relations location.

To sum it up

The concierge cast members are tasked with providing information and tools to enhance the experiences of their guests before, during and after their time at the Walt Disney World Resort. If you don’t know where to go, just ask your concierge…they’ll do their best to guide you in the right direction!

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