Are you sure you just called the AKL? In order to actually get to someone actually AT AKL you would have to be transferred after CONVINCING the person you have just called AT THE CALL CENTER answering/pretending they are AKL....and that would involve presenting them with a question they can not answer because they can't find that answer off their script/computer. They will either then put you on hold while THEY contact the hotel itself then return to you on the phone with the solution. Sometimes they will place you on hold and then actually connect you to the AKL (or said hotel)...but that takes persistence and insistence.I just called AKL and talked to someone there and they stated the same thing the reservation person stated. I also asked them if I could contacted the front desk using the phone in the room and they said, YES. She stated, "at all Disney resorts you can contact the front office at the resort using the phone. You will not get a person the checks you in, but you will get a person that works with them in the back room.
As far as being in the hotel itself and then picking up the phone in most cases you can get the back office of the hotel...but even that is changing for example with club level concierge....that now goes off site. (see Tikiman blog for the POLY)
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