Disappointed in housekeeping... any point in providing feedback?

[goofy4tink]

We just returned from a stay at Contemporary Garden Wing. I know that there is lots of talk about how you are paying for location, not deluxe accommodations. I tried to keep this in mind but was pretty disappointed in our room. When we checked in, it was quite apparent that nothing was wiped down... hand prints, etc all over the surfaces. All the doors / common areas were all marked up and just a lot of evident wear and tear inside the room - carpet frayed and damaged doors. Had to get a new fridge and even the replacement was hit or miss. We came back one day and there was a lone glass sitting on the bathroom floor. I can only imagine what they were doing with it? The beds were SO hard, which surprised me for a deluxe resort.

Is there any point in providing feedback to Disney or do they even care?

A few thoughts. The bed isn't really a housekeeping issue. There is way Disney is going to make everyone happy. I like a more firm mattress, my dh likes a softer one. One of us is usually unhappy at WDW!!
Fingerprints? I've had slider glass that was so filthy you could barely see through. Yes, it was reported...nothing ever happened though. Wear and tear isn't a housekeeping issue...well, not really. They should be telling Maintainence about it...same with the appliances.
That glass sitting on the floor? That would have made me unhappy! Sure, the housekeeper could have just forgotten to go back...but in all reality, they should be doing a final walk through before leaving the room.

Honestly? I've had some terrific housekeeping but have also had some pretty lackluster experiences as well! I just want a clean bathroom, clean linens and a room/villa that has been vacced and dusted! I have found used wash rags sitting in the bathroom, dirty cups behind lamps, used tissues on the floor...even entered our villa to find a housekeeper sitting down, watching tv!!! At 4:30!!
I always let someone know if I'm not happy.....but, seriously? I doubt Disney much cares. I've had return phone calls from them...especially about the relaxing housekeeper!!! But did they do anything? Probably not. Just want to quiet the guest and make them feel that they were listened to.
I realize that housekeeping isn't really considered (by Disney) to be a tippable position. But, I do tip when the service is good! And I tip pretty well considering I make my own bed, hang up my towels and put stuff away!!! But if I don't get a clean room, there is no tip and there is a report to Housekeeping, as well as to the front desk people...hopefully the manager.

 

[nkereina]

Fingerprints, while annoying, would not warrant a call or letter to management for us. Should the housekeeper have been more diligent while cleaning? Sure. But if it's not a blatant hand print on the mirror, I can forgive a housekeeper for missing some on the table because I'd much rather the housekeeper pay attention to cleaning the bathroom, changing the sheets, and vacuuming the carpet where I'll be walking.

The disrepair of the room, however, might be worth mentioning. I'm sure it wouldn't have an impact on it's own, but maybe if enough people complain about the state of the rooms, then a refurb will be imminent.

 

[lustergirl]

Bad housekeeping... not good
Wear and Tear... should be fixed, but not a deal breaker.
Beds.... Not a problem.

 

[sharona]

I do not consider myself to be especially nit picky. I don't inspect the vents for dust bunnies or freak out if I see a stray hair on the floor or expect a hotel room that is used by hundreds of people every year to be free of knicks and scratches. But, while dirty glasses left behind on the floor and fingerprints on the mirror may be just a nuisance when considered at face value, what they tell me about the general state of the room is that it was not cleaned well. And that would make me question the cleanliness of the sheets and bathroom which are deal breakers. I would be on the phone immediately and asking for a new, clean room.

 

[Happy_2_B]

We just returned from a stay at Contemporary Garden Wing. I know that there is lots of talk about how you are paying for location, not deluxe accommodations. I tried to keep this in mind but was pretty disappointed in our room. When we checked in, it was quite apparent that nothing was wiped down... hand prints, etc all over the surfaces. All the doors / common areas were all marked up and just a lot of evident wear and tear inside the room - carpet frayed and damaged doors. Had to get a new fridge and even the replacement was hit or miss. We came back one day and there was a lone glass sitting on the bathroom floor. I can only imagine what they were doing with it? The beds were SO hard, which surprised me for a deluxe resort.

Is there any point in providing feedback to Disney or do they even care?

Agree with PPs. Complaining after the fact is pointless, and doesn't give them the opportunity to correct it- nor will they be able to figure out who cleaned the room to provide appropriate feedback to that individual so it doesn't happen to the next guest. The opportunity to fix it was when you were there.

As for us, we expect normal wear and tear, even in a CL room- and prefer firm mattresses. Fridge was an issue- and if it wasn't right with the first replacement they would have gotten another call to replace it again. Since we wipe down all phones, switches, doorknobs, frequently used surfaces etc. upon arrival at any hotel- unless it is blatant it wouldn't warrant a call to mousekeeping. We expect to get what we pay for, anything less and the front desk will hear about it. DW and I have no qualms about reporting excessive wear and tear, improperly working things in the room- or a lack of cleanliness. We travel a lot, are elites with several different hotel chains- and hold them all to high standards. Anything less would be a disservice to ourselves.

 

[Lefty33]

"nor will they be able to figure out who cleaned the room to provide appropriate feedback to that individual so it doesn't happen to the next guest."

Not true at all. Records for who cleaned what rooms are kept for years whether you're talking a Hampton Inn in Sheboygan, the Central Park Ritz Carlton or the GF. This is done for many reasons. Among them so that person X can be coached/counseled/held accountable when negative feedback occurs be it the next day at the front desk or two weeks later via an online company survey.

 

[Julylady]

I understand that all hotels have scheduled updates and remodels and that sometimes I am going to get a room that is scheduled to be updated soon. So I tend to overlook worn carpet, chipped furniture, and broken bathroom tiles. However, I do expect a thorough basic cleaning.

When I first get to the room, I do a quick walk around. Years ago, we were given a room that was already occupied. I should have known immediately since there was a used towel on the bath room sink and it seemed like one of the bed covers was "rumpled." No luggage or any personal items though. A few minutes later there was a knock on the door from the bellman with our luggage from Magical Express. Only, it wasn't our luggage. They had given us an occupied room and I am thinking that family just stopped by the room quickly, sat on the bed, and used the bathroom. We all went down to the front desk (including the bell person) and they immediately gave us another room. I have often wondered if the other family ever knew that their room was occupied for about 15 minutes by another family? And yes, we all used the bathroom and the towels! I can only hope they send Housekeeping back up to the room.

Anyway, now I always do a walk thru. If I saw evidence that the room was not properly cleaned, I would call Housekeeping. However, that has never happened. We have had several times though, where we were not happy with the cleaning we received during our stay. We have also had several maintenance issues that we have had to call to be addressed including problems with air-conditioning, bathroom fans, refrigerators, wall safe, television not working, missing batteries in the remote control, lamps not working or missing light bulbs.

 

[ArwenMarie]

To your original question...Is there any point in providing feedback now? No. Do they care? No. I would even go further and say it's not worth complaining about even while there, unless it is something urgent like the frig. I pack my own Clorox wipes and count myself lucky if the bathroom and sheets are clean.
JMHO of course

 

[Polydweller]

To your original question...Is there any point in providing feedback now? No. Do they care? No. I would even go further and say it's not worth complaining about even while there, unless it is something urgent like the frig. I pack my own Clorox wipes and count myself lucky if the bathroom and sheets are clean.
JMHO of course

This is the second time somebody has said they don't care. Well, that is absolutely false. They do care. Every hotelier wants to hear these things. They want to know what's happening to the guest experience and will take action. Will you hear about it. Well, maybe not. You will never hear about discipline is dues due to privacy concerns. And complaining after the fact makes its hard to gather evidence of the problem. By the time you've complained the room may have been completely cleaned and all evidence gone or the next guests may have done some other damage that covers the issues the complainer saw. The longer you leave it the harder it is to prove anything.

The best thing to do is report it immediately when you are there. That way the head of housekeeping can look at it. And yes they do care and they do do something about.

 

[ArwenMarie]

This is the second time somebody has said they don't care. Well, that is absolutely false. They do care. Every hotelier wants to hear these things. They want to know what's happening to the guest experience and will take action. Will you hear about it. Well, maybe not. You will never hear about discipline is dues due to privacy concerns. And complaining after the fact makes its hard to gather evidence of the problem. By the time you've complained the room may have been completely cleaned and all evidence gone or the next guests may have done some other damage that covers the issues the complainer saw. The longer you leave it the harder it is to prove anything.

The best thing to do is report it immediately when you are there. That way the head of housekeeping can look at it. And yes they do care and they do do something about.

I disagree, they don't care.

 

[wilkeliza]

I disagree, they don't care.

Do you still continue to visit Disney? If so, why? If they don't care then why give them your money?

 

[ArwenMarie]

Do you still continue to visit Disney? If so, why? If they don't care then why give them your money?

Yes. Because we still have fun, same as anyone else. I just know which battles are worth fighting and which aren't.

 

[Polydweller]

I disagree, they don't care.

Disagree all you want. I know, as a hotelier whose had dealings with Disney, they absolutely do.

 

[ArwenMarie]

Disagree all you want. I know, as a hotelier whose had dealings with Disney, they absolutely do.

We will have to disagree then. I have had many interactions with Disney on housekeeping specifically and I will stick with my conclusion that they do not care. While I am there, I will voice concern over a non-negotiable, of course. As I said above, the bathroom and sheets are non-negotiables for example. Fingerprints, dust, etc. Eh, I just pull out my own wipes and move on.

But I would never bother writing a email about anything after the trip, which I believe was the OP's original question. In my experience, it's not worth my energy.

 

[Happy_2_B]

But I would never bother writing a email about anything after the trip, which I believe was the OP's original question. In my experience, it's not worth my energy.

The OP also missed an opportunity to receive a special FP or three. No guarantee it would have been given, but based on different threads I have read sounds like they use them pretty liberally to smooth over complaints.

 

[MrToadsWildRide]

Write to guest services ...

How do you email WDW with feedback?
Is there a specific address?
A specific website for feedback?
A Mickey themed shredder?

 

[eliza61]

Disagree all you want. I know, as a hotelier whose had dealings with Disney, they absolutely do.

I think like most big corporations they "care" up to a point. Yes, they dont want the bad publicity especially in the age of social media. So they put on a smiley face
and give lip service. Maybe give a free fp here or there.

No, they donot care enough to make the necessary changes to improve the situation

Some times actions speak louder than words.

 

[wilkeliza]

How do you email WDW with feedback?
Is there a specific address?
A specific website for feedback?
A Mickey themed shredder?

I didn't have the exact email at the time of original posting but this is the generic one wdw.guest.communications@disneyworld.com

Some people like to email managers direct since it usually is just first.last.@disneyworld.com but I don't like to email them direct unless they personally gave me their information.

 

[eliza61]

Op, I have a better suggestion, write a nice (or not so nice) review on tripadvisor and yelp. I review just about every place I stay at and people do use those sites. Disney may not care but a lot of first timers will at least know what to expect.

 

[DisMJ]

I acknowledge that I could/should have said something at the time.

I believe I mentioned in a previous post that I think my issues are less to do with housekeeping and more to do with the overall experience of staying at a deluxe resort. I expected better. Plain and simple.

I do not think it is unreasonable to stay at a deluxe resort (or anywhere, but especially when paying deluxe prices) and expect that there is not a lot of visible wear and tear on the room. I also don't think it is unreasonable to expect that you get a room where things have already been wiped down so that you aren't dealing with the previous guests' handprints all over the glass doors and handles. I'm not talking about a couple of fingerprints, I'm talking about handprints all over handles and surfaces that we are also going to be touching. To me that makes me question how much attention that room has been given. I wiped those down myself with wipes that I brought with me as that is something I do when I go to a hotel room regardless, but it left a very bad first impression with me.

Perhaps that room is on the list to be refurbished... or maybe all the rooms are like that. I will never know. We arrived at about 8pm after a 3:30am start to our day that included several airports, etc to get to WDW with two small children, so I hope that some people can appreciate and understand that when we arrived, we were exhausted and just wanted to get settled.

I am disappointed in the fact that these things were so noticeable and wanted to know whether it was worth complaining about after the fact. Thanks for your responses. I appreciate the perspective.