Housekeeping Trouble

[ShootingStarMom2]

Hi,

We're new to DVC and I understand how the housekeeping works for regular stays. My question is what about when someone in your party is sick?

Our DS 26m got sick all over the bed and floor unexpectedly at our AKL studio last weekend around 11pm. My husband dragged the bedding off the bed so it didn't get on the mattress. He called housekeeping to ask for new bedding and towels since we went through everything we had. They sent someone to steam clean the carpet but they seemed SO annoyed that we called. Only the guy that cleaned the carpet showed any compassion towards us. He even asked our son if he was ok, and did his best to explain that DS didn't do anything wrong.

The maid told DH that we were supposed to clean our own towels. What? I'm supposed to take towels with throw up all over them to the guest laundry? I'd think they would want to bleach the towels? Am I totally wrong here?

My nephew was also sick and they were a few doors from us. When they called for more towels because the same thing happened to their son, they told her she was DVC and should clean her own towels. They did finally send some new towels but gave her a hard time about it too.

I was so surprised by the service we had. I think they would rather have DS get sick on their towels instead of all over the bed and floor.

[lugnut33]

That's not good. The should have given you new towels and sheets immediately, no questions asked.

However, you also have to understand the CM's reaction to hearing about somebody getting sick. No matter how friendly I might be, hearing about puke puts me in a foul mood.

[DVC George]

Something similar happened to us at Saratoga Springs last year. It was around the time the norovirus was making its rounds and housekeeping came up immediately and cleaned the whole 2 bedroom, no questions asked and no charge. Maybe they were more concerned about it back then since so many people were getting sick.

[LIFERBABE]

I would write Member Satisfaction and let them know of your experience. Totally unacceptable for all involved. Everything should have been red bagged or whatever color they use, removed and replaced.


IMO, excessive body fluids are hazardous materials and should be treated accordingly. The room should have been properly sanitized during or after your stay and definitely prior to the next guest. With all the swine flu, going around, Im sure DVC is not instructing guests to wash their own vomit soaked towels in the guest laundry, which could spread the virus even more to common areas.

I have found AKV housekeeping to not be as "conscientious" as they should when it comes to common sense hygiene.

I do hope your little one is doing better and sooo sorry to hear he got sick.

Definitely let DVC Member Satisfaction know of your experience. That is not the norm and if they dont like cleaning, then they are in the wrong line of work;)

[Dean]

They should be professional and a certain amount of flexibility is in order when illness is an issue but they should not alter the rules for such situations, IMO. What they should have said was something like this. "I'm terribly sorry your child is ill. As per the rules, we could do a full cleaning for $X, a Trash and Towel for $Y or a towel pack for $6 or you could wash the towels at the laundry if you wish".

[emma'smom]

We had this issue at Saratoga Springs a few years ago. They were great about helping us. It was the middle of the night and my dd2 threw up...vomit all over the sheets, the smell was horrible, she was upset--it was horrible. Anyway, they sent over a new set of sheets immediately and just instructed us to leave the soiled ones outside of the door in a plastic bag.

[Deb & Bill]

They should be professional and a certain amount of flexibility is in order when illness is an issue but they should not alter the rules for such situations, IMO. What they should have said was something like this. "I'm terribly sorry your child is ill. As per the rules, we could do a full cleaning for $X, a Trash and Towel for $Y or a towel pack for $6 or you could wash the towels at the laundry if you wish".

Exactly. It wasn't the resort's fault that your child was sick, so they should not be responsible for cleaning up the mess. This is a timeshare, not a hotel. That's where the difference is.

[PamOKW]

If someone is truly sick as in this case, I have to go with my desire to have the room properly cleaned and not to have the "yucky" towels/bedding in the washer in either the laundry or in the room. People don't have the supplies or inclination to clean the machine properly. Cleaning properly is a bonus to all of us.

On the other hand, this is probably a way some folks abuse the system. I think it's up to DVC to use their good judgement. Someone calling in the middle of the night to ask for help is most likely not playing the system. Some other circumstances I'm sure may be open to question. It may be that some individual housekeepers don't have the abililty to make the decision. It's probably best to speak to the Housekeeping Supervisor whenever possible

[jekjones1558]

A year ago I got really sick at BWV. I always made it to the bathroom but I was worried that at some point I might not. I called mousekeeping to ask for backup linens and a can of spray disinfectant. They brought everything pronto and no charges appeared on my bill. In addition the mousekeeper checked on me several times during the next couple of days to see if there was anything she could do. The mousekeeping supervisor even came with some hot chicken soup. It was my first experience with sickness at WDW after maybe 40 trips over the years and I was very impressed with the BWV mousekeeping staff's kindness.
Since this happened a year ago, maybe policy has changed. Or maybe different CMs react in different ways. As a DVCer I support whatever costs might be associated with offering members a little extra TLC when sickness upsets a vacation. I can't believe that this would add much to the cost of dues but it surely can make a difference to a member who is having an unexpected setback during a WDW trip. To me it is along the same lines as cutting a member a break with points when a weather disaster or a family tragedy strikes.

[disneynutz]

If you aren't getting the level of service that you want/need, contact a Manager. Follow up by contacting DVC Member Satisfaction at: dvcmembersatisfactionteam@disneyvacationclub.com

:) Bill

[Dean]

To me it is along the same lines as cutting a member a break with points when a weather disaster or a family tragedy strikes.To be honest, which I don't think should happen either unless the issue is one that affects the system itself like with Hurricane Charley.

[Sammie]

Geez y'all are a tough crowd.

To the OP email Member Satisfaction and ask what policy is. I can almost guarantee they are not going to say wash your own towels when someone gets sick.

To the housekeepers who do this, you lose alot of good tips acting this way.

It might be different if you were in a one or two bedroom with a washer and dryer readily available but I personally think doing this to someone in a studio is extremely rude.

Personally I think you get better care from staff at SSR and OKW where there is no hotel attached.

[ShootingStarMom2]

Hi,

Thanks for the responses. Yes, our little one is feeling much better now. That was his only episode, thank goodness.

No, it wasn't Disney's fault that he got sick. But I would expect that Disney would care a bit more about spreading germs around their timeshare rather than having me at a washer near midnight with vomit soaked towels. Would you not think that was inappropriate if you saw me in the laundry? And how in the world would I have been able to clean the carpet? I must have missed that steam cleaner tucked away in the closet.

I know that I wouldn't want to stay in a room where a timeshare owner cleaned up after their child getting sick on the carpet. I don't think they steam clean the carpets in between each visit. Imagine if I didn't tell anyone and just did my best to clean it up.

I certainly didn't expect to get an attitude from a CM about getting new towels from what clearly was an accident I had no way to clean properly. If they were that worried over getting $6 for new towels, they should have said so. If I had spilled ten gallons of orange juice on the floor, then I'd be doing my own laundry.

If only one towel had been used, there's no way I would have called. But we didn't even have a washcloth left. I was also worried if I took everything myself he would be sick all over again while it was being washed and dried.

BLT is our home resort, so I look forward to a better experience next time we travel. I just hope that no one else is made to feel an inch tall for asking for help. No one even offered a proper way to dispose of the towels or bedding. DH and I know better and tied them off in plastic bags.

[Tiger926]

Unless something has changed in the past 4 years, they will do a deep clean for an illness. It is their policy as it happened to us at Wilderness Lodge Villas. Baby was seriously ill, and had to be hospitalized (that was a scary experience), but as soon as we told them about it, they came up immediately and did a deep clean: laundry, bathroom, kitchenette, all surfaces, steaming, disinfectant, removed all linens, covers on couch arms, etc. The supervisor who came up later, as well as the housekeeper thanked us profusely for alerting them to this. They said most guests don't, and hence the bacteria transmission. They came up with special bags to put linen in (including all pillows) and said they absolutely do not want guests doing their own laundry, as this could cause contamination. They said laundry people get these special bags and use gloves to handle them all, as well as do a special sanitizing cycle for linens, draperies, etc.

They said it was Disney's policy, no matter what resort you are at, that a deep clean happens. They want to make sure bacteria is handled, as well as make sure guests don't break machines by stuffing in comforters and such, as well as make sure guests don't break or destroy pillows, drapes, etc. They firmly told us it is their job, and they welcome doing it as it ensures a high level of comfort and safety.

I can't imagine anything has changed in the past few years since this has happened to us, and if it has, this can't be good. I think many of you might be assuming that Disney won't do anything, but as someone who lived through the experience, I can assure you they did, and told us they always would. They also left the baby a signed character card, plus balloons and called us througout our stay to check on her. I'm hoping that they would still do this, but to be honest, I wouldn't use AKV as a determination of that, as their housekeeping and ability to deal with housekeeping issues is seriously lacking at times (we had a major issue with previous occupants smoking in our villa - they didn't handle that well).

We were very pleased with how they handled it, as we were isolated in villa for days (before hospital) in order to not infect anyone else. On a related note, an engineering supervisor told us at SSR a few years ago, that you can call ahead to resort, and they will exchange air filters in the villa for your arrival as well. We have allergies and asthma and have done this, and it is true as well.

Tiger

P.S. Good to hear the OP's little one is feeling better!

[ClarabelleCow]

They should be professional and a certain amount of flexibility is in order when illness is an issue but they should not alter the rules for such situations, IMO. What they should have said was something like this. "I'm terribly sorry your child is ill. As per the rules, we could do a full cleaning for $X, a Trash and Towel for $Y or a towel pack for $6 or you could wash the towels at the laundry if you wish".

OUCH! that seems rather harsh, of course they should alter the rules in this type of situation, the kid didn't get sick so they could get clean sheets?

Just because it is a timeshare, it doesnt mean that all humanity is lost?
They should have come in with the (I think blue or red) bags, put all linens in it, and re-made the bed, or at least left clean linens and towels.

[ssawka]

OUCH! that seems rather harsh, of course they should alter the rules in this type of situation, the kid didn't get sick so they could get clean sheets?

Just because it is a timeshare, it doesnt mean that all humanity is lost?
They should have come in with the (I think blue or red) bags, put all linens in it, and re-made the bed, or at least left clean linens and towels.

:thumbsup2

Timeshare or not we are guests when staying on DVC property and we all know the rules, but as guests, you should be shown some consideration and compassion when extenuating circumstances occur.

Geez, Walt must be rolling over in his grave knowing how "guests" are being treated!! :scared1:

[Inkmahm]

Unless something has changed in the past 4 years, they will do a deep clean for an illness. It is their policy as it happened to us at Wilderness Lodge Villas. Baby was seriously ill, and had to be hospitalized (that was a scary experience), but as soon as we told them about it, they came up immediately and did a deep clean: laundry, bathroom, kitchenette, all surfaces, steaming, disinfectant, removed all linens, covers on couch arms, etc. The supervisor who came up later, as well as the housekeeper thanked us profusely for alerting them to this. They said most guests don't, and hence the bacteria transmission. They came up with special bags to put linen in (including all pillows) and said they absolutely do not want guests doing their own laundry, as this could cause contamination. They said laundry people get these special bags and use gloves to handle them all, as well as do a special sanitizing cycle for linens, draperies, etc.

They said it was Disney's policy, no matter what resort you are at, that a deep clean happens. They want to make sure bacteria is handled, as well as make sure guests don't break machines by stuffing in comforters and such, as well as make sure guests don't break or destroy pillows, drapes, etc. They firmly told us it is their job, and they welcome doing it as it ensures a high level of comfort and safety.

I can't imagine anything has changed in the past few years since this has happened to us, and if it has, this can't be good. I think many of you might be assuming that Disney won't do anything, but as someone who lived through the experience, I can assure you they did, and told us they always would. They also left the baby a signed character card, plus balloons and called us througout our stay to check on her. I'm hoping that they would still do this, but to be honest, I wouldn't use AKV as a determination of that, as their housekeeping and ability to deal with housekeeping issues is seriously lacking at times (we had a major issue with previous occupants smoking in our villa - they didn't handle that well).

We were very pleased with how they handled it, as we were isolated in villa for days (before hospital) in order to not infect anyone else. On a related note, an engineering supervisor told us at SSR a few years ago, that you can call ahead to resort, and they will exchange air filters in the villa for your arrival as well. We have allergies and asthma and have done this, and it is true as well.

Tiger

P.S. Good to hear the OP's little one is feeling better!
Now THIS is what I hope is the norm as far as service for when someone is sick in a villa.

[LIFERBABE]

Now THIS is what I hope is the norm as far as service for when someone is sick in a villa.


Exactly! The OP's experience was not the norm and not to be expected at any level. We had schools shut down a week last Spring after widespread Swine Flu and everything was cleaned and disinfected. I pay taxes and I certainly did not balk at the cost of the cleanup.

Disease Control does not fall under "Pay for Play" and Disney would be held liable if they were found to not handle these situations properly and as prescribed. It is a timeshare, but it is also a hotel and they are governed by regulations. Hazardous waste must be handled properly and proper training is required. A points room is also a cash room.

There are other ways to get "free" towels and linens besides puking all over the ones you have and doubt many go this route. A sick child is not fun at any time especially not on vacation.

[lugnut33]

They should be professional and a certain amount of flexibility is in order when illness is an issue but they should not alter the rules for such situations, IMO. What they should have said was something like this. "I'm terribly sorry your child is ill. As per the rules, we could do a full cleaning for $X, a Trash and Towel for $Y or a towel pack for $6 or you could wash the towels at the laundry if you wish".


Of course he could then just choose to whip the soiled crap out into the hallway and let people wade through it in order to avoid the cleaning fee you want to charge. Wow, you're pretty cold.

You know, a little sympathy from a business can go a long way in customer satisfaction.

[dmoore22]

We stayed at OKW during the Xmas and New Year's Holidays. On the second night our adult DD came down with the undesirable manifestations of the flu. We called the front desk and housekeeping came to our room immediately. They took care of the bedding, towels, etc. and left extra bedding/towels "just in case" there was another mishap. They bent over backwards to help in addition to showing a high level of compassion.

We have been fortunate to have positive experiences with DVC when there has been an unexpected illness during stays. About 9 years ago we took our first trip to Disney as a HS graduation gift for our #3 DD. She had been having a rough year healthwise with her doctor diagnosing her with "female problems" and mononucleosis. During our first three days she just stayed in the room. I finally called the front desk, explained the situation, and asked if they could recommend a clinic, doctor, or emergency room. They asked is we could make our way to the front desk and that they would have a shuttle ready to take us to the Celebration Medical Clinic. We did. At the clinic the doctor told her that she has acid reflux and should have her gall bladder checked when she returns home. He also told her what foods/drinks to avoid and what foods/drinks to eat. After that she was fine for the rest of the trip. In fact it seemed to be the healthiest she had been all that year. When we returned home we shared this with her doctor who promptly had her gall bladder checked. Lo and behold she needed to have her gall bladder removed. We had to go to Walt Disney World to get a correct diagnosis!

Like everyone else that has read your thread, we are shocked and sorry to hear that you had such a positively negative Un-Disney-like experience.

[rocketriter]

This isn't a matter of humanity, kindness or timeshare contracts. Norovirus and similar illnesses that cause guests to puke are highly contagious. They can get hotels and cruise lines in a lot of trouble. I suspect that DVC's lawyers would have a fit if they learned that mousekeeping wasn't bagging/bleaching vomit-soaked linens immediately. And I suspect that policies about this are already in place but are not being consistently followed by the staff. So I'm the umpteenth person to say "Tell the whole story to DVC management." It's in their business best interest (which also means your best interest as share-holders) to make sure this stops happening.

[famsen]

Exactly. It wasn't the resort's fault that your child was sick, so they should not be responsible for cleaning up the mess. This is a timeshare, not a hotel. That's where the difference is.

Sorry, but that is just absolutely wrong . It is unhealthy, unsanitary and irresponsible not to have a room professionally cleaned by housekeeping, maintenance, or whomever has the proper supplies and equipment to deal with it. Do you really want to be the one to use the guest laundry immediately after someone with a potentially contagious illness just washed their pukey towels in it?
Do you want to walk on the carpets or sit on a couch where the guest before you just did a "spot cleaning" with their bar of soap and washcloth?
In my opinion, these situations MUST be dealt with by housekeeping as an exception to the rules.

[ShootingStarMom2]

Hi,

I wanted to update real quick. We spoke to a service manager who let us know what should happen when something like an illness strikes.

They told us we were in NO WAY supposed to do our own towels or blankets. Red biohazard bags should have been left with us and they should have taken away the linens in the same manner. They have a special way to deal with these issues. No charges for towels, blankets, or bedding.

The room should have been cleaned top to bottom. Now the housekeeper did scrub the floor and tile area and washed down the bathtub. She also replaced our towels in the bathroom and left a handful of extra washcloths. The serviceman cleaned the carpet area a bunch of times and asked us to leave the fan on for a while to help dry the spot out.

I was surprised by the answers of the DIY people, as was the service manager. They have SOPs in place for the very reason that something small can turn into something big if not cared for properly. I hope that if anyone has a sick family member they will call and have the service manager involved if any problems arise.

[Tiger926]

Hi,

I wanted to update real quick. We spoke to a service manager who let us know what should happen when something like an illness strikes.

They told us we were in NO WAY supposed to do our own towels or blankets. Red biohazard bags should have been left with us and they should have taken away the linens in the same manner. They have a special way to deal with these issues. No charges for towels, blankets, or bedding.

The room should have been cleaned top to bottom. Now the housekeeper did scrub the floor and tile area and washed down the bathtub. She also replaced our towels in the bathroom and left a handful of extra washcloths. The serviceman cleaned the carpet area a bunch of times and asked us to leave the fan on for a while to help dry the spot out.

I was surprised by the answers of the DIY people, as was the service manager. They have SOPs in place for the very reason that something small can turn into something big if not cared for properly. I hope that if anyone has a sick family member they will call and have the service manager involved if any problems arise.


This is exactly the protocol that Wilderness followed for us - so sorry you didn't receive this treatment, and sorry for the next guests in your villa.

Good thing for following up, as I'm sure this will be brought up at a meeting as they majorly dropped the ball in regards to health and safety.

Hope you never experience an illness on vacation again - thanks for the update!

Tiger :)

[Dean]

OUCH! that seems rather harsh, of course they should alter the rules in this type of situation, the kid didn't get sick so they could get clean sheets?

Just because it is a timeshare, it doesnt mean that all humanity is lost?
They should have come in with the (I think blue or red) bags, put all linens in it, and re-made the bed, or at least left clean linens and towels.

Of course he could then just choose to whip the soiled crap out into the hallway and let people wade through it in order to avoid the cleaning fee you want to charge. Wow, you're pretty cold.

You know, a little sympathy from a business can go a long way in customer satisfaction.There's a difference in being sympathetic and appropriate and altering the rules. The rules should not be altered for such situations but I know they are at times. Disney is very inconsistent. None of the solutions offered except for a major cleaning would alter the contagiousness issue and even that has to be done after the room is vacated or redone if done earlier.

[Sammie]

Good grief, DVC and Disney alter their policies all the time, certainly they could and would in this case.

This was simply a case of a housekeeper not being able to think outside of the box.

As a dues paying member I would be more upset that they did not offer to help clean up this mess than doing it. What type of rooms are we going to get if vomit is left unattended to. :sad2:

[kdzgon]

Now THIS is what I hope is the norm as far as service for when someone is sick in a villa.

ITA.

During our November stay @ Jambo my 6 YO grandson had a bloody nose in the middle of the night. He gets quite severe nosebleeds - infrequently, but it does happen and when he gets one he can bleed rather profusely. Once we stopped the bleeding I got him cleaned up, stripped the bed and called mousekeeping for clean linens. She promised to send them up, told me there would be no charge and they brought them relatively quickly. I had nothing with which to bag the soiled linens, so I tied everything into one bundle. They did not tag them while in the room (no clue if they did once they left) and did not offer to sanitize anything in the room.

I agree with the OP - I would not want to be staying in a room after a family that chose to self-clean bodily fluids from an illness or situation rather than leave it to the experienced and better equipped personnel to handle.

[Dean]

Good grief, DVC and Disney alter their policies all the time, certainly they could and would in this case.

This was simply a case of a housekeeper not being able to think outside of the box.

As a dues paying member I would be more upset that they did not offer to help clean up this mess than doing it. What type of rooms are we going to get if vomit is left unattended to. :sad2:They are inconsistent but they shouldn't be, esp when there are clear rules in place, IMO. The truth is we do not know the attitude or tone of the Housekeeping staff, only how it was perceived by the OP.

[BeccaG]

Good grief, DVC and Disney alter their policies all the time, certainly they could and would in this case.

This was simply a case of a housekeeper not being able to think outside of the box.

As a dues paying member I would be more upset that they did not offer to help clean up this mess than doing it. What type of rooms are we going to get if vomit is left unattended to. :sad2:

Ditto!

[Tiger926]

Not to mention that our dues will surely increase if they are replacing broken pillows, drapes or linens that guests did not clean well enough, or that guests damaged in the process.

Maybe, I'm missing something, but this is not rocket science to see that with our DVC rooms being located in a hotel that has obvious housekeeping issues (I've been witness to them myself with a smoking in villa incident), will this not cost us as DVC members?

Tiger

[sparkyboy]

OP-glad that your child is better now and sorry that you had a bad experience with the housekeeping. Be certain tl let the satisfaction team now of your concerns because they take all issues very seriously when received.

We own as Saratoga and last year our DGS became ill late at night. Housekeeping was quick to respond to our needs and next day did a deep clean of the villa as well as the couch, chair cushions, etc. to prevent the spread of virus. Hopefully, standards will be adhered to so that we all are able to enjoy our vacations to WDW without being concerned about cleanliness of the unit.

[La2kw]

Wow! I'm very surprised by some of the responses. DD came down once with chicken pox about 10 years ago and DVC took great care of us. They changed linens daily and took out trash daily. They insisted upon it, it wasn't our idea. She hadn't even thrown up, so there weren't any issues with bodily fluids. They even had us leave the room for an hour to clean the room top to bottom. The front desk also sent her a Mickey and Minnie plush and a card to make her feel better.

I see the problem as a housekeeping issue. Once again the housekeeping at DVC has become a joke and instead of making excuses for DVC and telling the OP that DVC is a timeshare and it shouldn't be breaking the rules, we should be laying the blame where it should be- with the lousy state of DVC housekeeping.

Bodily fluids are nothing to mess with. If someone gets sick on my DVC towels, carpets or upholstery, I expect DVC to take care of it by removing those items immediately and sanitizing them as well as the room. I certainly don't want to be the recipient of a towel that has not been properly cleaned or a room that has not been properly cleaned because some idiot housekeeper told the previous user to take care of it themselves. This is inexcusable for DVC or any other timeshare.

[backyardponder]

Great discussion. Although this has never happend to me, I'm glad to know how to expect DVC to handle it. Although I know that folks have different feelings on tipping, I'd sure tip mousekeeping for this.

[christa112]

I cannot believe that people are giving the OP such a hard time. It would have been one thing if they were at home and have a ton of extra towels and sheets but geez they were in a room with limited quantities. This poor child could have gotten sick the entire night and I am guess Mousekeeping would have really been unhappy if they kept calling down to get more towels because they refused to leave extras. Ok, we all get it, they are certain rules. Yeah, well sometimes rules can be broken and at a time like this they should have been we are not taking about line jumping for bringing an old resort mug. We are talking about a sick kid. :confused3

[Dean]

I cannot believe that people are giving the OP such a hard time. It would have been one thing if they were at home and have a ton of extra towels and sheets but geez they were in a room with limited quantities. This poor child could have gotten sick the entire night and I am guess Mousekeeping would have really been unhappy if they kept calling down to get more towels because they refused to leave extras. Ok, we all get it, they are certain rules. Yeah, well sometimes rules can be broken and at a time like this they should have been we are not taking about line jumping for bringing an old resort mug. We are talking about a sick kid. :confused3I don't believe anyone has given the OP a hard time. We're all sympathetic to sick children and illness and other mishaps in general. We all expect Disney to be sympathetic and helpful as well and the OP apparently doesn't seem to think they were in this situation, I wasn't there so I can't say one way or another. It seems to me the only point of contention is whether DVC should suspend the rules for such situations and on that issue I come down as an absolute NO, many apparently disagree, that is their right. I would assume this is common enough that the resorts have a policy for such matters and while I don't know the formal policy, given we've seen enough similar posts over the years it would seem to me that Disney's official policy is likely the same or very close to my personal feelings on the subject.

[Tiger926]

I don't believe anyone has given the OP a hard time. We're all sympathetic to sick children and illness and other mishaps in general. We all expect Disney to be sympathetic and helpful as well and the OP apparently doesn't seem to think they were in this situation, I wasn't there so I can't say one way or another. It seems to me the only point of contention is whether DVC should suspend the rules for such situations and on that issue I come down as an absolute NO, many apparently disagree, that is their right. I would assume this is common enough that the resorts have a policy for such matters and while I don't know the formal policy, given we've seen enough similar posts over the years it would seem to me that Disney's official policy is likely the same or very close to my personal feelings on the subject.

This is confusing to me. I stated in my post, it is Disney policy to handle an illness in the way I described. Disney's protocol on this would supercede DVC's towel policy - I was told of this deep clean policy by several people: resort mangager, housekeeper and housekeeping supervisor. It has nothing to do with DVC not agreeing with this policy or not - the managers told me it's a Disney policy, and that is what takes precedence in these types of situations.

I'm not sure why so many people on this thread are having difficulty with this? The housekeeper dropped the ball big time in this regard as we are dealing with a health and safety issue, which then gets into liabilities, as well as destruction of property should towels, comforters, etc. be damaged with guests washing their own. When we asked about cleaning our own, and buying more towels, they looked at us like we had 2 heads. They absolutely said it is not necessary, nor, expected for emergencies such as these, especially since it speaks to making sure that the villas and their contents are probably cleaned, sanitized and taken care of.

I'm sitting here shaking my head at why this continues to be an issue on this thread...

Tiger

[Cruelladeville]

OK now, everyone who is OK with using those towels and bedsheets that the child vomited on, and the OP washed herself, raise your hands!:eek: Yeah, that's what I thought....as a first grade teacher, I've been puked on and around so many times, and, by law, I have to fill out a bodily fluids report EVERY time it happens. They don't care about me getting AIDS or any other disease, they are worried about being sued if I happened to pass something on to your kids. Disney should worry, too. According to the bodily fluids video(which I also have to watch every time I am exposed), the vomit on the floor has to have special stuff put on the floor to dry everything up, then vaccuumed, and the carpet/ hard surfaces are sanitized. My clothing has to be washed at hot temperatures/soap/bleach in order to be safe for everyone else to touch it. I can't go back into the class until I am sanitized, too.:thumbsup2 No one with HIV has to disclose that they have HIV, even after bodily fluids have touched someone.:sad2: I mean, do you really trust the OP or anyone else to be free of HIV/N1H1 or any other disease that could be passed on to you?:scared1::laundy:

[CarolAnnC]

I am going to be a bit of a Devil's Advocate here ;)

I can understand the concerns regarding vomit, germs, etc on towels and bedding soiled by ill individuals. However, studies have shown that hotel room bedspreads are some of the dirtiest items around. I suspect that the spreads are not removed after each guest departs and laundered in the DVC resorts, either.

Plus, bed sheets, towels, washcloths, kitchen dish towels, etc., are subject to any bodily fluids that may have um landed on them and placed in the villa laundry machines without the management's knowledge.

So is it Don't Ask, Don't Tell? Do we really believe that everyone with H1N1, HIV or even a plain old flu or headcold is notifying DVC resort housekeeping for proper "bodily fluid" sanitizing?

[Simba's Mom]

I'm assuming you were at Jambo house, where AKL fairly recently got a DVC section. Lack of proper training of mousekeeping may be involved. Many years ago, we had a bad experience at VWL right after WL got a DVC addition. The front desk gave us very poor information about our villa. When we got home, we complained to DVC member satisfaction and received a follow-up phone call by both DVC and the WL front desk. DVC told us that the CM's needed more training in proper DVC procedure, as there appeared to be some confusion on policies. Please do contact DVC member satisfaction-I wonder if this is part of the problem here (or have I drunk too much kool-aid?) If I'm wrong and your stay was at Kidani, then I'm just plain baffled. How could they do that to you?

[BroganMc]

I'm assuming you were at Jambo house, where AKL fairly recently got a DVC section. Lack of proper training of mousekeeping may be involved. Many years ago, we had a bad experience at VWL right after WL got a DVC addition. The front desk gave us very poor information about our villa. When we got home, we complained to DVC member satisfaction and received a follow-up phone call by both DVC and the WL front desk. DVC told us that the CM's needed more training in proper DVC procedure, as there appeared to be some confusion on policies. Please do contact DVC member satisfaction-I wonder if this is part of the problem here (or have I drunk too much kool-aid?) If I'm wrong and your stay was at Kidani, then I'm just plain baffled. How could they do that to you?

That's what it sounds like to me. CMs need more training.

[La2kw]

This is confusing to me. I stated in my post, it is Disney policy to handle an illness in the way I described. Disney's protocol on this would supercede DVC's towel policy - I was told of this deep clean policy by several people: resort mangager, housekeeper and housekeeping supervisor. It has nothing to do with DVC not agreeing with this policy or not - the managers told me it's a Disney policy, and that is what takes precedence in these types of situations.

I'm not sure why so many people on this thread are having difficulty with this? The housekeeper dropped the ball big time in this regard as we are dealing with a health and safety issue, which then gets into liabilities, as well as destruction of property should towels, comforters, etc. be damaged with guests washing their own. When we asked about cleaning our own, and buying more towels, they looked at us like we had 2 heads. They absolutely said it is not necessary, nor, expected for emergencies such as these, especially since it speaks to making sure that the villas and their contents are probably cleaned, sanitized and taken care of.

I'm sitting here shaking my head at why this continues to be an issue on this thread...

Tiger

I would think there are health codes regarding this issue that would apply to any lodging facility, including Disney timeshares. I'm baffled why anyone would think DVC shouldn't follow them.

[disneygal55]

ShootingStarMom2: I hope that your little one is feeling better. My family also stayed at AKL last week and then moved over to BCV for 4 days. My older DS (20) also became very ill with excessive vomiting and diarrhea while at BCV. My DH called housekeeping several times for new linens, towels, toilet paper etc. Housekeeping was great and usually arrived right away and left us bags to put the linens in. Thank God it lasted only that night and the following day. Do you think that it was something that your son and nephew ate? We're wondering because no one else got sick and a studio room is very close quarters. Our DS ate pretty much what we ate other than a yogurt parfait for breakfast.

[CarolAnnC]

I would think there are health codes regarding this issue that would apply to any lodging facility, including Disney timeshares. I'm baffled why anyone would think DVC shouldn't follow them.

I don't think anyone here is disputing health codes being followed. It is recognized, however, that these Disney Resort policies are not DVC policies. Remember, the Disney Resorts are traditional hotel rooms where daily maid service occurs. The DVC resorts are, of course, timeshares and contain indivdual washers and dryers.

There is no way anyone can stop a guest from washing vomit soaked clothing, bedding or towels in these machines. Disney policies are fine, but there are no rules that can be enforced preventing this from happening.

So it is nice when Disney does respond to requests from guests, but one needs to be aware that this is not a "rule" that must be followed by all DVC guests who happen to get sick in their rooms.

[Dean]

I would think there are health codes regarding this issue that would apply to any lodging facility, including Disney timeshares. I'm baffled why anyone would think DVC shouldn't follow them.No one said they should not follow the rules, quite the contrary. My point was they SHOULD follow the rules and NOT alter them due to circumstances. IF they have a policy to go out at 2 in the morning to do a deep cleaning, so be it, my guess is that they do not and that the policy is between guests but I don't know for certain.

[permavac]

...Disease Control does not fall under "Pay for Play" and Disney would be held liable if they were found to not handle these situations properly and as prescribed. It is a timeshare, but it is also a hotel and they are governed by regulations. Hazardous waste must be handled properly and proper training is required. A points room is also a cash room...

Here is the voice of reason :thumbsup2 I would guess that it is SOP to treat vomit and blood mishaps as potential biohazards within the Disney hotels and timeshares since, as Liferbabe pointed out, DVC timeshares ARE hotel rooms depending on who is staying (i.e. a cash guest) and let's face it, a timeshare is still a lodging provider. If this vomit incident was isolated then the recommendation of "Hey, throw those puke towels in the community washing machine" would fly, but what happens if it isn't and there is a norovirus or H1N1 outbreak traced to this first incident? That's a lot of liability for Disney. Either way, it's not like Mousekeeping is "closed" at 2 am. They also are the provider of the towels - it's not like you're expected to bring your linens from home or to even wash the ones you are using - they do provide trash and towel service so it doesn't seem to be against anything at all to bring new towels/sheets when your current ones have been rendered useless. I don't believe that the Trash/Towel policy can be literally translated into THE ONLY WAY YOU'LL EVER GET A NEW TOWEL OR SHEET. I've called and asked for an extra towel when one I had had a problem and received it without an argument or charge. Think of it like you accidentally broke a provided mug or glass. They would replace them and not charge you. Accidents happen and appear to be provided for by every lodging operator I've ever been the guest of.

I am going to be a bit of a Devil's Advocate here ;)

I can understand the concerns regarding vomit, germs, etc on towels and bedding soiled by ill individuals. However, studies have shown that hotel room bedspreads are some of the dirtiest items around...

ALSO true! Which tells us that while there may be a SOP for cleaning up vomit/blood/etc, these things are just for show and CYA ;) Much like a lot of things these days...

I agree with the other posters re: lack of training. Sounds like this was just a case of ignorance on the CM's part, which must have been very frustrating for the OP. Glad you spoke to someone about it!

Terri

[Tiger926]

Here is the voice of reason :thumbsup2 I would guess that it is SOP to treat vomit and blood mishaps as potential biohazards within the Disney hotels and timeshares since, as Liferbabe pointed out, DVC timeshares ARE hotel rooms depending on who is staying (i.e. a cash guest) and let's face it, a timeshare is still a lodging provider. If this vomit incident was isolated then the recommendation of "Hey, throw those puke towels in the community washing machine" would fly, but what happens if it isn't and there is a norovirus or H1N1 outbreak traced to this first incident? That's a lot of liability for Disney. Either way, it's not like Mousekeeping is "closed" at 2 am. They also are the provider of the towels - it's not like you're expected to bring your linens from home or to even wash the ones you are using - they do provide trash and towel service so it doesn't seem to be against anything at all to bring new towels/sheets when your current ones have been rendered useless. I don't believe that the Trash/Towel policy can be literally translated into THE ONLY WAY YOU'LL EVER GET A NEW TOWEL OR SHEET. I've called and asked for an extra towel when one I had had a problem and received it without an argument or charge. Think of it like you accidentally broke a provided mug or glass. They would replace them and not charge you. Accidents happen and appear to be provided for by every lodging operator I've ever been the guest of.

ALSO true! Which tells us that while there may be a SOP for cleaning up vomit/blood/etc, these things are just for show and CYA ;) Much like a lot of things these days...

I agree with the other posters re: lack of training. Sounds like this was just a case of ignorance on the CM's part, which must have been very frustrating for the OP. Glad you spoke to someone about it!

Terri

You are a voice of reason! I've already said this like 5 times on this thread, yet people still are posting that they don't think there is a policy on this. I spoke to manager and executives about it, who assured me there is as I lived through the experience.:thumbsup2 People may not believe me, so if you call or email, I'm sure they'll tell you the same thing. Other hotels, such as Wildnerness, where we stayed, or SSR, where someone else had a serious issue, are not going to do things that are against policy, as that would get out. Not only that, it would cost them extra money, so I'm pretty sure they know policy (based on their actions and what they told us, they surely do!), and the way I, and the others who have posted similar stories were treated, is how a deep clean is supposed to work. How the heck would we even know about 'deep cleans' unless a Disney CM told us about them? Like you said, just because it's DVC, it does not mean that we can't get extra towels, or should be charged for extra towels in case of illness. Not sure why people are continuing to not believe this is Disney policy? I am perplexed by many threads, but this one has me continually shaking my head...

And just because people may not act morally or responsibly by not informing housekeeping of other bodily fluids on linens, it doesn't mean there is an absence of a illness cleaning policy. One should not have anything to do with the other.

Tiger

[LIFERBABE]

If DVC has a policy for mugs and glasses and purchased sanitizers for their proper cleaning between guests ( remember they were removed from the studio villas because studios were not equipped with dishwashers?) then you better believe there is a separate policy on how to handle reported illness in the villas. If the policy was found to be lacking or put too much responsibility on ill- equipped guests DVC would be extremely liable as the management company.
Pay for play is the policy for routine housekeeping at the request of members.
Infectious disease control is a separate policy and cannot be ignored if reported. You can't put the genie back in the bottle Once reported and DVC has a policy that protects them should an outbreak occur.

[lugnut33]

How about this, I'm willing to give up my DVC Christmas ornament so that family with a sick child can have extra towels. Would that make you feel better Dean?

Disney routinely goes above and beyond the call of duty in special circumstances (ie, the family who was at Disney recently and the mom passed away is one example that comes to mind). Sure they don't have to, but sometimes there is a right thing to do even if you don't get compensated financially.

[BEASLYBOO]

My opinion and what I would expect in a situation as this. It's a timeshare, you are responsible for your own towels. At home, if you or your child throw up, you throw out the towels? I don't! It's not like this was a crime scene full of blood which is a totally different issue. I would pay for extra towels/sheets, the price is reasonable, if I chose not to wash them. I would purchase cleaning supplies/disenfectant to clean up any further mess, the same as I would do at home. I would not expect someone else to clean up after myself or my child. Housekeeping freely gives you cleaning supplies, all you have to do is ask (I've asked for bathroom cleaning products before). If the bedspread was affected I would ask them to remove it as I'm sure theyr equire commercial size washers.

I don't call the Hazmat team everytime somebody throws up at home.

The term bodily fluid entails ( I won't horrify you with the details) a heck of a lot more than throw up, but no one apparently is concerned about any of those. If at the end of this I felt the room needed further cleaning I would call housekeeping and inform them of such and ask about the charge for cleaning, I would consider it my financial responsibility. If they chose not to charge I would feel wonderful but I wouldn't expect it!

[permavac]

...I've already said this like 5 times on this thread, yet people still are posting that they don't think there is a policy on this. I spoke to manager and executives about it, who assured me there is as I lived through the experience.:thumbsup2 People may not believe me...Tiger

Don't feel bad - people are certainly allowed to voice their personal opinions and remember, even educated opinions (which, in my opinion ;) my own words can be categorized as) are just that - opinions - personal beliefs not founded on proof or certainty. You have something more - experience (as to whether people believe you or not, well, some like to go beyond opinion to just plain contrary :goodvibes). Still, your experience doesn't have to convince everyone that the policy truly exists because, let's face it, how many times have we all been given incorrect information by a Disney Cast Member? However, you still have more to go on than I do and if we were all detectives we could take 1. Your and many others' account(s) of how these things have been handled previously and 2. Common sense and perhaps come to the same conclusion that some sort of policy exists. Actually, I would even add as #3 the fact that others have been told by Disney CMs to do weird things with towels with vomit or blood on them because every encounter I have ever had with a Disney CM who made "outrageous claims" was one where they were 100% wrong. Case in point, a CM at the Disney Boardwalk Bakery told me I had to have a styrofoam container and not a plate for my brownie :confused3 When I complained to the supervisor, she looked at the other CM like she was crazy and said "Of course we can put it on a plate!", plopped it on one and handed it to me. There are a lot of cast members at Disney and, as with the general populace, some know their job better than others. I just try not to take these things personally, even if it feels like I'm banging my head against a wall ;)

Terri

[Dean]

How about this, I'm willing to give up my DVC Christmas ornament so that family with a sick child can have extra towels. Would that make you feel better Dean?

Disney routinely goes above and beyond the call of duty in special circumstances (ie, the family who was at Disney recently and the mom passed away is one example that comes to mind). Sure they don't have to, but sometimes there is a right thing to do even if you don't get compensated financially.What you do between you and someone else is of no concern to me but it would not convince me Disney should alter their policies.

[Sammie]

Whether there is a policy or not is in my opinion irrelevant.

I asked around to my housekeeping management contacts and everyone was in agreement that any guest be it DVC or not, is to be treated with respect and kindness during any illness, which would include cleaning the room and replacing towels at no cost.

I was told if any housekeeper does not provide that service please contact the housekeeping manager on duty and inform them you have a sick member of the family and the situation. Just be sure to make them aware this is due to the illness of a family member.

[BeccaG]

Policy or not I am kinda wondering what in the world my dues are paying for?!?!?!? If it's not to help out families in this situation and in turn do what any hotel or resort should do if their is a sick guess then I am not sure what I am getting. Otherwise, we should then save DVC money and have all of us clean up after ourselves and vacuum and switch sheets for the next guest.

[Tiger926]

Don't feel bad - people are certainly allowed to voice their personal opinions and remember, even educated opinions (which, in my opinion ;) my own words can be categorized as) are just that - opinions - personal beliefs not founded on proof or certainty. You have something more - experience (as to whether people believe you or not, well, some like to go beyond opinion to just plain contrary :goodvibes). Still, your experience doesn't have to convince everyone that the policy truly exists because, let's face it, how many times have we all been given incorrect information by a Disney Cast Member? However, you still have more to go on than I do and if we were all detectives we could take 1. Your and many others' account(s) of how these things have been handled previously and 2. Common sense and perhaps come to the same conclusion that some sort of policy exists. Actually, I would even add as #3 the fact that others have been told by Disney CMs to do weird things with towels with vomit or blood on them because every encounter I have ever had with a Disney CM who made "outrageous claims" was one where they were 100% wrong. Case in point, a CM at the Disney Boardwalk Bakery told me I had to have a styrofoam container and not a plate for my brownie :confused3 When I complained to the supervisor, she looked at the other CM like she was crazy and said "Of course we can put it on a plate!", plopped it on one and handed it to me. There are a lot of cast members at Disney and, as with the general populace, some know their job better than others. I just try not to take these things personally, even if it feels like I'm banging my head against a wall ;)

Terri

Thanks - I don't feel badly, nor have I taken it personally. I've been a DISboards member long enough to know that there are lots of opinions around here. I just have to shake my head though when people are told that in fact there is a policy, whether it's written or not, shouldn't be the issue. When executive team members have communicated that there is definitely a protocol to be followed in case of illness, as several of us have reported, especially those of us who have BTDT, then the discussion of whether there is not a policy should be over. Yet, as in true DIS fashion, some people are still debating whether there is really one, should there be one, etc.? :eek:

It just makes me go hmmm...? as to what will convince people that indeed Disney, and that includes all of Disney, has, will and should continue to handle all illness issues with respect, safety and courtesy to their guests.

Thanks, Tiger :)

[Doingitagain]

Perhaps OT, but independent if any one got sick, if a guest washes towels, aren't all towels removed from a unit and washed by housekeeping before new guests arrived? I would hope so.

I just don't want to think about having towels left in the unit by a previous occupant, not knowing if they were truly clean.

[acejka]

Perhaps OT, but independent if any one got sick, if a guest washes towels, aren't all towels removed from a unit and washed by housekeeping before new guests arrived? I would hope so.

I just don't want to think about having towels left in the unit by a previous occupant, not knowing if they were truly clean.


Call me a germaphobe, but that is the exact reason why I bring my own towels, pillows and sheets from home. Though we do drive down and have plenty of room to pack these things thank goodness!

I also run the dishwasher with the items we will need, and do my own little cleaning of the room. I don't know what germs might be sticking around from the last guest, and if I can clean up and prevent catching them, I will certainly try.

BTW, I agree with everyone who says there are bodily fluid SOP that should have been followed, and mousekeeping dropped the ball on this one.

[lugnut33]

What you do between you and someone else is of no concern to me but it would not convince me Disney should alter their policies.

Yeah, until you ran into a hallway full of towels with vomit on them because somebody didn't want to pay the "extra towel fee".

All I know is I hope Tiger926 is correct. Also, I hope that if a family needs some extra towels because their kid is sick I hope they get them free of charge.

[ShootingStarMom2]

My opinion and what I would expect in a situation as this. It's a timeshare, you are responsible for your own towels. At home, if you or your child throw up, you throw out the towels? I don't! It's not like this was a crime scene full of blood which is a totally different issue. I would pay for extra towels/sheets, the price is reasonable, if I chose not to wash them. I would purchase cleaning supplies/disenfectant to clean up any further mess, the same as I would do at home. I would not expect someone else to clean up after myself or my child. Housekeeping freely gives you cleaning supplies, all you have to do is ask (I've asked for bathroom cleaning products before). If the bedspread was affected I would ask them to remove it as I'm sure theyr equire commercial size washers.

I don't call the Hazmat team everytime somebody throws up at home.

The term bodily fluid entails ( I won't horrify you with the details) a heck of a lot more than throw up, but no one apparently is concerned about any of those. If at the end of this I felt the room needed further cleaning I would call housekeeping and inform them of such and ask about the charge for cleaning, I would consider it my financial responsibility. If they chose not to charge I would feel wonderful but I wouldn't expect it!

I don't throw away my towels at home. But I also have more on hand to wash and dry while my kids are sick. I didn't even have a washcloth left. So I figured I would call and get more towels instead of my son getting sick all over the rest of the room. Unless you can calculate when a child is going to throw up, I'm pretty sure I was covering all the bases. I'd rather have them be sick on towels, which are much easier to clean than say the sofa or carpet.

I also wouldn't expect to have to clean the carpet. Are you going to rent a steamcleaner while you pick up your cleaning supplies? Or do you think housekeeping will knock on the door and leave one so you can do it yourself? Even if someone did get sick and not tell the housekeeping staff, I would hope that they would notice themselves that the room needed extra attention.

What I didn't deserve was an attitude. Period. Timeshare, hotel, fee or no fee.

[Simba's Mom]

Yeah, until you ran into a hallway full of towels with vomit on them because somebody didn't want to pay the "extra towel fee".



:faint:

[hakepb]

Policy or not I am kinda wondering what in the world my dues are paying for?!?!?!? If it's not to help out families in this situation and in turn do what any hotel or resort should do if their is a sick guess then I am not sure what I am getting. Otherwise, we should then save DVC money and have all of us clean up after ourselves and vacuum and switch sheets for the next guest.

And this is why I think sick cleanup is part of the resort management budget, not mousekeeping.

Think about it, mousekeeping dues pay for the normal, as-needed room cleaning that should occur between the hours of 6a-6p, but DVC resorts seem to have available 24 hour mousekeeeping personnel.

You do not have 24 hour housekeeping or maintaince at, say, comfort inn's (If you need an extra towel or sheet at 2am, the desk manager gets it, or the desk manager tries to fix it, but an actual repair may wait until the next day) At WDW, one of the premiums of being on site is the additional 24 hour service.

I do not think 24 hour mousekeeping should be part of normal mousekeeping dues, unless these 24 hour mousekeepers are primarily manning laundry and are occasionally available for additional service, at no actual cost increase to DVC members (much like free vallet used to be)

[ppony]

This isn't a matter of humanity, kindness or timeshare contracts. Norovirus and similar illnesses that cause guests to puke are highly contagious. They can get hotels and cruise lines in a lot of trouble. I suspect that DVC's lawyers would have a fit if they learned that mousekeeping wasn't bagging/bleaching vomit-soaked linens immediately. And I suspect that policies about this are already in place but are not being consistently followed by the staff. So I'm the umpteenth person to say "Tell the whole story to DVC management." It's in their business best interest (which also means your best interest as share-holders) to make sure this stops happening.

YEAH THAT! Word! Totally! Etc.!

This thread has been enlightening. Thanks to the OP for sharing and I'm sorry for your treatment and childsillness. :sick::sad2:

And I had to add now that I've read the whole thread:
The difference between home and a resort is no one is coming to my home to stay expect ME. How many of us would opt to stay in a room we KNEW just had vomit or similar in it and not been cleaned properly.

I'm glad there IS a SOP for these situations.

[dmoore22]

We, and the Disney company, sometimes forget one of the hallmarks of the gospel or business practices according to Walt Disney -- Plusing. Walt always wanted to give his guests more than what they expected. For example, when he would occasionally work in the Ice Cream Parlor at Disneyland he would give the biggest scoops of ice cream. Obviously the issue here is health, sanitation and common sense but the question in my mind is "What would Walt do?"

[Dean]

Whether there is a policy or not is in my opinion irrelevant.

I asked around to my housekeeping management contacts and everyone was in agreement that any guest be it DVC or not, is to be treated with respect and kindness during any illness, which would include cleaning the room and replacing towels at no cost.

I was told if any housekeeper does not provide that service please contact the housekeeping manager on duty and inform them you have a sick member of the family and the situation. Just be sure to make them aware this is due to the illness of a family member.No one should quarrel with the idea that respect, courtesy and helpfulness are in order in this and other situations. The only issue I can see disagreement on here is whether formal rules should be altered for personal situations and my vote is a clear no. It's clear the OP didn't feel they were treated appropriately but we we're there so none of us can be sure one way or another.

Yeah, until you ran into a hallway full of towels with vomit on them because somebody didn't want to pay the "extra towel fee".

All I know is I hope Tiger926 is correct. Also, I hope that if a family needs some extra towels because their kid is sick I hope they get them free of charge.But that can happen regardless and is not preventable by rule or exception to rule, whatever the official rule is in this situation. To be clear, my view is that rules should not be waived for personal situations, period. I would apply this philosophy far more broadly than just the discussion at hand. If there is a situations where it would be reasonable to alter a rule, it is simple to amend the rule appropriately. The problem with bending rules is they are never done consistently, of course Disney is nothing if not inconsistent.

[Deb & Bill]

We, and the Disney company, sometimes forget one of the hallmarks of the gospel or business practices according to Walt Disney -- Plusing. Walt always wanted to give his guests more than what they expected. For example, when he would occasionally work in the Ice Cream Parlor at Disneyland he would give the biggest scoops of ice cream. Obviously the issue here is health, sanitation and common sense but the question in my mind is "What would Walt do?"

What would Walt do? He'd make the company money or else there wouldn't be a company. He got cheated out of his first character and I'd bet he wouldn't be looking to losing any more money.

[dmoore22]

What would Walt do? He'd make the company money or else there wouldn't be a company. He got cheated out of his first character and I'd bet he wouldn't be looking to losing any more money.

"You reach a point where you don't work for money. Disneyland is not just another amusement park. It's unique, and I want it kept that way. Besides, you don't work for a dollar - you work to create and have fun"
--Walt Disney

"I knew if this business was ever to get anywhere, if this business was ever to grow, it could never do it by having to answer to someone unsympathetic to its possibilities, by having to answer to someone with only one thought or interest, namely profits. For my idea of how to make profits has differed greatly from those who generally control businesses such as ours. I have blind faith in the policy that quality, tempered with good judgment and showmanship, will win against all odds." —Walt Disney

"My business is making people, especially children, happy." —Walt Disney

I think Walt would have handled this housekeeping situation in a manner exceeding the requirements of the state and local health/sanitation regulations.

Walt hated that he had to acquiesce to a board of directors when the company went public. Hence he started a separate company, WED Enterprises, so he wouldn't have to get permission to follow through on innovations.

FYI: Walt's first successful animated character was "Julius" the cat in the Alice Comedies. This paved the wave for Oswald the Lucky Rabbit whom he lost to Charles B. Mintz through trademark ownership. Then Mintz lost the Oswald to Universal.

[lugnut33]

But that can happen regardless and is not preventable by rule or exception to rule, whatever the official rule is in this situation. To be clear, my view is that rules should not be waived for personal situations, period. I would apply this philosophy far more broadly than just the discussion at hand. If there is a situations where it would be reasonable to alter a rule, it is simple to amend the rule appropriately. The problem with bending rules is they are never done consistently, of course Disney is nothing if not inconsistent.


And sometimes common sense supercedes rules.

[ppony]

And sometimes common sense supercedes rules.

It should! :thumbsup2 And rules are good. But I think common sense is being bred out and people are insisting on rules ruling everything. I feel like the world is trying to fit every square peg into a round hole and it's just creating a bigger mess. As they say, you can't regulate common decency...but some try.

[Dean]

And sometimes common sense supercedes rules.Rules should be based on common sense and changed if it becomes clear they are not. I would agree there may be times when at the point of attack it's clear that the rule is not appropriate and it MAY be appropriate to waive the rule at that point, IMO, this is not necessarily one of those situations. I don't know the absolute rule in an illness situation and it really doesn't affect my thinking one way or the other so lets assume for sake of discussion there isn't one and the only question is how are the towels being handled under the normal towel exchange rules. IMO there are responsibilities on both sides of such a phone call but lets further assume that the CM was very courteous, appropriate and helpful. That they offered to bring new bedding and that they offered to bring a towel pack but reminded them very courteously that there was a charge to do so and that they nicely reminded the caller that they did have the option of washing if they wanted. Thus the ONLY issue becomes whether there is a charge for the towel pack or not, which is ultimately the only place I differ from you I think. IF there is then a conflict that follows as to that charge I put the blame on the member for being petty and arguing with the cost, not Disney or DVC. Earlier you seemed to suggest this was a financial issue to me, that could not be further from the truth, it's a rule and consistency issue. I'd likely be the first to pay the charge for someone else in such a situation. Now if you get to someone who would not have known the rules up front such as a nonmember, I would feel less strongly about the situation.

Here's the ultimate issue to me. IMO, rules and consistency are more important than someone having to pay for a towel pack. The problem with waiving rules is it's done inconsistently on the whim of the CM and the inequity's that fall from that are far worse overall, IMO, than someone with a sick child having to follow the rules they knew up front.

Again, this is a hypothetical set up to clearly define my view and take away the other variables that may have been at work here which sounds to have included a less than magical CM which is an entirely different issue, IMO.

[blondietink]

MY Dh got the stomach bug one year when we were at CS. He always made it to the bathroom but stayed in the room all day with a DND sign on the door so he could rest. I went to the parks with the kids and came back at dinner time. Mousekeeping had left a message on our room phone that they would like to clean the room, but with the DND sign on it they didn't come in.

I called them and explained that DH had been sick but now felt better and we were going out for a bite to eat and watch the fireworks. When we returned to our room, the room was spotless, the sheets and towels were all changed, it smelled of chlorox and we had turn down service with chocolates on the pillow and a towel animal. We did not request or expect this service, but it was a very nice surprise! :cool2:

[snowhyte]

I have read this entire thread and feel like I am going to be sick!!!!!!!!!!!!!!!I need to go sanitize my entire house or something!

[ShootingStarMom2]

Rules should be based on common sense and changed if it becomes clear they are not. I would agree there may be times when at the point of attack it's clear that the rule is not appropriate and it MAY be appropriate to waive the rule at that point, IMO, this is not necessarily one of those situations. I don't know the absolute rule in an illness situation and it really doesn't affect my thinking one way or the other so lets assume for sake of discussion there isn't one and the only question is how are the towels being handled under the normal towel exchange rules.


That's exactly why I didn't ask about "normal" towel exchanges. And if you would like to know the "rule" involving vomit soaked towels, or any other biohazard waste, you can call and ask a service manager and get the same answer we did.

I'm sorry that you don't think illness is "one of those situations" where towels should be exchanged for no charge, but Disney did once I spoke to someone who knew what they were talking about. I can assure you that if it happens to me again, I won't be paying for it. The service manager told me and my husband that we are not expected to wash or clean up after such an incident, and that we would not be charged.

[Dean]

That's exactly why I didn't ask about "normal" towel exchanges. And if you would like to know the "rule" involving vomit soaked towels, or any other biohazard waste, you can call and ask a service manager and get the same answer we did.

I'm sorry that you don't think illness is "one of those situations" where towels should be exchanged for no charge, but Disney did once I spoke to someone who knew what they were talking about. I can assure you that if it happens to me again, I won't be paying for it. The service manager told me and my husband that we are not expected to wash or clean up after such an incident, and that we would not be charged.THAT is not at all what I said. To make this about compassion or lack of is simply bologna and a cop out in dealing with the discussion itself. What I said was that the rules should be followed, whatever they are, no more and no less. IF the rule is they exchange the towels for free for illness and it supersedes the towel exchange rule, then they should do so, if not then they should not. My point was and is simply, that the rules should not be left to the whims of a given CM to use, abuse and waive as they see fit. That the rules are more important than the individual in this and most situations and if the rule is not a good rule, it should be changed appropriately.

On a side note, I've said several times over the years that it is my belief that the towel charge should be altered in general for studios due to the limitations of the laundry issue and that a centralized towel exchange should be allowed to some degree for all guests.

[CarolAnnC]

There has been extensive pruning and deletion on this thread. This is to serve as a Warning.

Any further arguments, sarcasm or personal attacks will result in Infraction Points being awarded.

Let's try to keep this discussion open, and keep it within the DIS Posting Guidelines.

Thank you in advance.

[Shelly F - Ohio]

The OP was in a studio and did not have a washer and dryer in their studio to wash the items. So someone with a sick kids is expected to wash their own towels which would result in leaving a sick kid in the room while she goes to the laundry. What if all the machines are in use and can not be launder right away.
I find that uncalled for. Yes this is a timeshare but if you do not have the means to launder you items in your room then it should be Mousekeeping duty to step in and help.
Hello we have an outbreak of H1N1 going around, you think they would have been more helpful.
I would have complained right then and there to the manager on duty.

[Dean]

The OP was in a studio and did not have a washer and dryer in their studio to wash the items. So someone with a sick kids is expected to wash their own towels which would result in leaving a sick kid in the room while she goes to the laundry. What if all the machines are in use and can not be launder right away.
I find that uncalled for. Yes this is a timeshare but if you do not have the means to launder you items in your room then it should be Mousekeeping duty to step in and help.
Hello we have an outbreak of H1N1 going around, you think they would have been more helpful.
I would have complained right then and there to the manager on duty.That is exactly why I feel the policy should be changed for studios in general. Others have suggested that there is a policy for such a situation that was not followed, on that I do not know and thus can't speak to, but if so, it should have been followed. And I agree that sending one to wash in the middle of the night is not appropriate when there are other alternatives, however there are other alternatives in this situation which include a towel pack being delivered to the villa. My only point of contention is simply that IF a charge for that towel pack is applicable (not superseded by other policies), it should not be waived for personal circumstances on the whim of a CM.

[jmpurdy]

I am confident many of the WDW policies and rules are altered on a daily basis. Rules are important to have, but this is a resort, not a jail. Life is messy and I'd rather spend my money at a resort that understands illness, accidents and sometimes death happens and that they will repond in a sympathetic and effective manner, and yes bend the rules if it reasonable to do so. Disney has provided this to our family with very good consistency and I'll continue to pay a premium to vacation there. I expect alot and so far, have been very pleased in the 20+ years we have been vacationing there. The stackable dryers are quite inefficient and of course studios don't even have them. If there is a chance of noro virus, precautions should be taken. It appears that basic precautions were not followed here.

[kimpossible]

We've gotten sick several times. The one time I recall we were at the BWV. I called HS and asked what my options were. I would up stripping the bed and leaving the sheets and towels in the hallway (in a garbage bag). I then purchased a towel pack and they gave us new sheets. I did the changing of the beds...I believe they charged us the towel pack price. I have also been there when both children were sick with different viruses. They provided us a blow up mattress (and waved the fee) so that they did not sllep together and spread germs.

[CarolAnnC]

We arrived at BWV for a stay 4 1/2 years ago right after our Wonder cruise. DD had been quarantined on the ship due to virus and we arrived hoping our room was ready, which it was not. We waited many hours in the BWV lobby with no choice other than to sit and wait with DD still ill.

I took care of our room, cleaning up what was necessary myself. Had I required new towels, or a full cleaning service, I would have expected to pay for such.

On the ship, I did not expect to pay as housekeeping was included.

I think the offer of housekeeping to provide complimentary services to DVC guests was very nice, but not mandatory. Just my opinion, but everyone is also entitled to theirs as well. :)

[Skip Wiley]

I just saw this thread, interestingly, we're at Wilderness Lodge Villas right now and my son got sick last night, I called Housekeeping for help with the mess and they sent someone up right away to clean the carpet and they gave us a ton of towels and extra sheets for the beds, I just called looking for suggestions on dealing with the mess and they immediately offered to take care of it, no mention of any charges, I guess I'll wait to see the bill at checkout. :confused3