Not impressed with BLT Housekeeping/Maintenance depts

[MrsG]

DH & I are spending a week at BLT now in a MK view studio. The resort is really very nice, clean, etc. But we've had 2 issues that we never had at any other DVC resort. The first was an odd one. Our Iphone radio was missing the cord and was on battery backup when we checked in. It wouldn't charge an ipod or light up at night. I called the next day to tell them and to have someone check it out and had to call 2x to get it fixed. Odd. They knew that all we needed was a new wire.

The second issue was we had our trash & tidy day and the toilet paper was low but a new roll was not left. No big deal. Today we called at 8am for an extra roll because we knew that it would not last through the day. I told them we'd appreciate it if they could leave one for us this AM as we wouldn't be back until noon. Reasonable, right. Well we're back in the room after 1pm and no toilet paper. So, now it's a 2nd phone call and we're still waiting. DH was very nice to the person on the phone at the housekeeping dept. but he did explain that the wire was an odd issue but not leaving extra TP should not warrant 2 phone calls.

Just my opinion.

[bobbiwoz]

In January, at BLT, we had the towels for a 2 bedroom dumped on a dining room seat, the old towels were taken and nothing else was done. DH called, and it was done better (but still not properly done) the next day. No TP was left, and like you, it took a few calls to get it.....ONE roll, when it came.

Bobbi:goodvibes

[KAT4DISNEY]

TP seems to be a common complaint. So much so that I noted there was an extra roll in my studio a couple of weeks ago! :lmao: I agree that it isn't something you should have to call multiple times about - nor should it be something I have to check on when I arrive.

You should speak to a manager while at BLT to let them know of your complaint. It's about the only way they may change their stocking levels.

[bobbiwoz]

...

You should speak to a manager while at BLT to let them know of your complaint. It's about the only way they may change their stocking levels.

We did, well DH did. Here's hoping they hear from more people until they get it right!

Bobbi:goodvibes

[ssawka]

We had similar experiences in January.

First, there were no blankets or pillows in the room for the pullout sofa. Not a big deal on the pillows since the master bed has more than enough, but I did have to call twice to get them to deliver a blanket.

Then, for T&T they did not leave more rolls of TP, so we just "stole" some off of the Mousekeeping cart in the hallway.

Quite frankly, I think it is just the attitude of the CMs. "This is a DVC room, since I do not provide daily housekeeping to them, I probably will not be getting a tip, so let's just do the bare minimum and get out."

[MrsG]

I'm noticing a pattern here. We did get 2 ROLLS!!!!! delivered after our 2nd phone call. They're going to have to do better to charge the points they do. Word will get around.

[Mickey'sApprentice]

No TP!! :scared1::scared1:

This could become a minor emergency for those who do not plan ahead.

[Deb & Bill]

We had similar experiences in January.

First, there were no blankets or pillows in the room for the pullout sofa. Not a big deal on the pillows since the master bed has more than enough, but I did have to call twice to get them to deliver a blanket.
..."

Some of the sleeper sofas have a storage spot inside the sleeper sofa where the pillows and blanket are stored.

[KAT4DISNEY]

Some of the sleeper sofas have a storage spot inside the sleeper sofa where the pillows and blanket are stored.

Not the BLT ones.

I'm thinking that since they place 5 regular pillows - none of which are decorative like in other villas - that the thought was to have two of them used for the sleeper.

[disneynutz]

Support services at BLT have been the worse that we have experienced. In December our room wasn't ready until after 5:00 and when we were allowed in we noticed that the trash cans had not been emptied.

DW decided to draw the line and have Disney take care of it, usually we just correct these types of things ourselves. Honestly this is getting old and all to frequent. Instead of it being an occasional occurrence, it is becoming the norm.

It took 2 phone calls to get the trash emptied.

On T&T day no one showed. When we got back to our room we called and we were told that we must of had our "do not disturb" sign out, we didn't. A couple of hours later they dropped off some towels but they were short. They said that they would be back to finish up but never came.

:) Bill

[Crystal_27]

Yikes - no TP??!? Guess I'll be packing an extra roll or two when we go down in December. :rolleyes1

[daisyduck123]

We had the tp incident happen to us at AKV (Jambo) one trip.

Our trash & towel service day came & went & they did not leave us any tp...all we had left was a tiny amount on the existing roll. We called more than once to get more & to no avail. I think I had to go down to the front desk & ask for some. No big deal....it only took me 5 minutes.

But I too was left wondering how Mousekeeping could not leave any extra rolls when they could clearly see we had about two squares left on our existing roll. :confused3

[disneynutz]

And our dues pays for this poor service. :sad2:

:) Bill

[Muhlenberg]

It seems to me like repeated incidents such as these are more of a managerial problem than anything. I can understand a mousekeeper occasionally forgetting, but repeated incidents means no one is checking on them. Or they don't have a checklist, don't care, etc. It all points back to a supervisor not supervisor. That's not right, and Disneynutz is right...dues pay for that. They need to be aware of what's going on, and if it takes multiple calls to make them aware, then that's what should be done. Hopefully sooner or later a manager's manager will notice. :sad2:

[jel0511]

What funny to me here is that I HATE the TP that WDW supplies that when we make our grocery stop, I usually buy a 4 pack of my preferred brand!

[Duckfan-in-Chicago]

I've noticed all of these issues more and more at each of the resorts we stay at. I own at four and my parents own at a three so together I get to 5 different ones with a little bit of regularity.

BWV has been hit or miss for years. It's our first contract and I think the worst as far as housekeeping issues.

I'll check in on the same days as some other family staying the same time and we'll have T&T or full cleaning on different days, or they'll skip one of our rooms and do the other. It's of course never their fault.

I agree with a PP that it's a management issue because communication is sorely lacking. On my oldest child's first stay we had to take him to the ER. We were there over night and got back to our rooms exhausted around 5 or so in the morning. We were supposed to check out that day, but explained to the front desk that we had a sick child and they were very helpful in arranging our 1 br and my parents 1 br right next to ours for a few more days. We told them we were going to sleep and could they inform housekeeping. We got to the room and called housekeeping informing them of what was going on. Everyone was helpful and understanding.

We got a bunch of phone calls/hang ups to check to see if we had vacated the room yet and then the knocking started. They didn't explain to the people actually cleaning the room that we weren't leaving and we couldn't get them to understand.

[dcfromva]

I wonder if these are call center issues where the call center is taking your request and then not reporting the problem?

I posted the following in the Media day thread,

"We had an issue at BLT (5-9 FEB visit) where the safe in our room was already locked. I called engineering at around noon and was told there were 3 calls ahead of me (same issue) and I didn't need to be in the room for them to fix it. We went out and came back several hours later and no one had opened the safe. We called again and the person taking the call said she had no record of the problem being previously reported.... "

[dianeschlicht]

I wonder if these are call center issues where the call center is taking your request and then not reporting the problem?

I posted the following in the Media day thread,

"We had an issue at BLT (5-9 FEB visit) where the safe in our room was already locked. I called engineering at around noon and was told there were 3 calls ahead of me (same issue) and I didn't need to be in the room for them to fix it. We went out and came back several hours later and no one had opened the safe. We called again and the person taking the call said she had no record of the problem being previously reported.... "

It's not a call center problem if you are calling housekeeping. Housekeeping and maintenance calls go directly to those offices at your resort.

[lugnut33]

I bet the service would be better without the call center.

[ssawka]

Some of the sleeper sofas have a storage spot inside the sleeper sofa where the pillows and blanket are stored.

Nope, not this one, checked. I also checked the inside of the ottoman.

[dcfromva]

It's not a call center problem if you are calling housekeeping. Housekeeping and maintenance calls go directly to those offices at your resort.

dianeschlicht,

I dunno, I can't see where the other person is when I call...It makes more sense to me that these calls were be directed to a call center and the request is not being directed to the appropriate person who needs to take the appropriate action or the request is misinterpreted.

I had a weird conversation with mousekeeping at BCV in DEC when I called to ask to move our trash and towel day. They told me our stay wan't long enough to get T&T, but they would be glad to provide complementary towels anytime I asked for them. ( I thought maybe they had changed the policy because mousekeeping ought to know. :confused3 )

We didn't need any towels on that particular day, so I said we'd call back when we needed them. We went out and came back and there were a bunch of towels put in our bathroom. And, on day 4 mousekeeping did come by and did T&T service ....

[cosmos]

What funny to me here is that I HATE the TP that WDW supplies that when we make our grocery stop, I usually buy a 4 pack of my preferred brand!

Then you would really dislike the TP that the resorts use. DVC TP is a step up from that.

:confused3

[jel0511]

Then you would really dislike the TP that the resorts use. DVC TP is a step up from that.

:confused3

Yeah, I do.. Nothing holds a candle to my Charmin.....

[Nancy F]

We already talked about this and will be getting daily cleaning. And if I'm paying extra for it... it better be done right the first time. LOL. I've been spoiled by staying at GF in with their concierge service. The rooms in the main building on the 3RD and 4TH floors always look brand new. And smell wonderful. And every day they gave us new toiletries in the sink and bath areas. When our Mousekeeper seen that I was taking the toiletries she started leaving extra. (I give them to a church in our area and they in turn give them to homeless shelters) I will expect the same service at BLT. I hope I get it. But I've learned that even though you pay for something... :rolleyes1

Nancy

[spiceycat]

Yeah, I do.. Nothing holds a candle to my Charmin.....

I agree - do the same thing - unless I bring some with me.

but not having TP especially at BLT - has anyone called MS and complained to them.

secondly - know you guys did this - but the sink is in another room. It is generally under the sink where they put extra TP. So guessing you looked in that other area?

know you did.

for BLT not to have the essentials is pretty bad.

going in March - will see if I get some TP.

[DonnaL]

We also were short TP during our visit the first week of January. I always leave a tip on T&T day so I made sure to put a note WITH the tip asking for an extra roll or two of TP.........we did get two extra rolls........however, now I wonder if we would have if I hadn't left the tip also? I also didn't feel our unit.....which was a 2bdrm lockoff..... was as clean as it should have been upon check-in.......I'm sure the vacuum had been run and I hope bath/kitchen floors mopped..... the kitchen floor looked streaky so I'm thinking the mop may not have been super clean to begin with. However, that dark laminate on all the cabinets really shows EVERY smudge and fingerprint as does the stainless finish on the kitchen appliances and I just didn't feel that they had been cleaned well at all........the stovetop and backsplash were both streaky. We also had several large stains on the living room rug.......didn't look to me as if anyone had even tried to get them out. All in all, I wasn't impressed with BLT at all.........won't matter to me if I never stay there again.........however, the rest of my family did like it......location, decor, etc........so, while we won't stay there for our next several visits.....we've already decided we're staying at least our next three visits at our home VWL.....I'm sure at some point in the future we will be there again.

[WDW-BWV]

We had a major issue last summer. In short, handicap child needed hand held shower head installed. Never been a problem at the BW. It was reqeusted in advance, promised at check in and after two days of giving our son a bath on his little chair, I had it. I asked for the bosses, boss of the boss.

We had a very nice visit with the VP for operations in our room. He made sure that corrective action was taken. He then made "Disney magic" happen for the kids. In the end, all I wanted was someone to say they were sorry and just deliver as promised.

Now, that was the first week they opend. So, I was hoping things were better. I think the CR staff is still having a hard time understanding the DVC folks. We felt like DVC guest were some lower class country counsin to the mouse and not entitled to be treated with Disney respect.

Again, we felt "at home" at BW our home resort. Never had an issue there EVER IN 20 YEARS! But sounds like BLT still is adjusting to taking care of those who pay the bills with our member fees!

Were going back to BLT as part of our stay this summer. If we have troubles upon check in I won't wait 3 days to make it right ---