Dirty rooms at the BC

Discussion in 'Disney Resorts' started by katebeth, Oct 5, 2012.

  1. fall08CP

    fall08CP Cheesehead

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    For previous posters who have suggested notifying the front desk, there's nothing they can do except continue to reassign your room. It is NOT a front desk issue, it's a housekeeping issue. They will call a housekeeping manager, but it's faster and more effective if you call housekeeping from your room and ask a housekeeping manager to meet you there. How do I know? I once worked beach club front desk ;)
     
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  3. momof2minnies

    momof2minnies DIS Veteran

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    We were at BCV in April and the room was disgusting but they are not alone-we have stayed at OKW many times and over the years that has become dirtier and dirtier-you can reno and redo all you want but if the normal day to day housekeeping is lacking it gets gross.

    Housekeeping needs to be held to certain standards-





    Our bathroom floor at OKW could have used a jug of bleach! YUCK!!!

    Linda
     
  4. pixarmom

    pixarmom DIS Veteran

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    Just wanted to say "ditto" to all of this (in other words, we've never experienced any problems with BC rooms over the past 20 years) and post a few photos from our BC stay last weekend:

    First, the lobby:

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    Then, up the stairs to the second floor:

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    We walked through the elevator bank:

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    Then we turned to the right:

    [​IMG]

    And our room was right there!

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    Our balcony:

    [​IMG]

    The daybed:

    [​IMG]
     
  5. merina888

    merina888 Mouseketeer

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    I haven't stayed at BC, but I was less than impressed with Mousekeeping on our last trip. My daughter who was 1 at the time found everything on the floor. You could tell the floor had not been thoroughly vacuumed. My daughter also got sick in the pack-n-play one night. I had left the Disney sheets on (which is unusual because I generally put our own sheets on the pack-n-play). So we stripped the nasty sheet off the bed, put new sheets on and left the nasty sheet with the dirty towels on the bathroom floor (in a pile). Imagine my absolute disgust when I found that nasty sheet stuck in my children's suitcase with their clean clothes. Lucky for mousekeeping that my husband spoke to them because there were four letter words coming out of my mouth that day and I was really angry.
     
  6. Mom23WildBoys

    Mom23WildBoys Earning My Ears

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    Sorry, this is long! So readers beware! :)

    This past summer I decided to take an impromptu, late August DW trip, since the great discounts came out. I've never taken my boys anywhere alone, but I figured that they were old enough now to stay with me and be safe. I was expecting this to be an easy trip, based on our April 2012 BCV stay, which is why I risked my first trip alone with my two older boys (6 and 5...left the 2 year old at home!). Well, it turned out to be a horribly stressful trip, and I'll try to give you the "abbreviated" version of what went on.

    Checked in Tuesday night, they only had a king room with a rollaway bed. I asked for our groceries and stroller to be sent over to the room and the boys and I walked over to see where the room was and to drop off some stuff and head to EPCOT. The room was 1st floor on a corner, RIGHT next to a back exit. We came back from EPCOT around 12:30 am to find NO groceries/NO stroller. I tried to call the front desk/bell services, but the phone didn't even have a dial tone (it was plugged in, I checked). I had to re-dress the boys and walk down to the lobby. They said that they'd send the stuff to the room and make a note to fix the phone in the morning. By 1:30 am I had mostly unpacked and they finally delivered the stroller and only some of our groceries (Garden Grocer delivered them to BWI!). Bell services promised to go get the rest of the groceries and bring them in the morning. Garden Grocer never responded to my email about the delivery mix-up. Anyway, the room turned out to be awful b/c my kids are wiggly sleepers, there was luggage rolling by the room all night, and the exit door slammed/people talked loudly coming in and out all night too. None of us slept well at all.

    Wednesday morning I got up to get ready and the hair dryer DIDN'T work. I still couldn't call bell services from the broken phone, so on our way out to MK I asked the frong desk AGAIN to have the phone and hair dryer fixed, and reminded bell services about the rest of our groceries. We were promised it'd all be taken care of when we returned. Also, EVERY morning, before we left for the parks, I packed up a lot of our stuff to have it out of the way for the housekeepers. That turned out to be a waste of good park time. We came back the first day around 2:30pm to a room that hadn't been cleaned, nothing had been fixed, and still no more groceries. I put my boys down for a nap and went down to the lobby to talk to them AGAIN (I wouldn't normally leave them, but I thought I could get back within 5 minutes or so!). This time the CM offered to move me to a double queen room, no day bed. When he switched the rooms in the system, the CM said that I was now locked out of the room where my boys were sleeping, but INSISTED that I had to immediately pack and get out of there so that they could re-sell the room! I asked him how I could even get in, let alone pack up the room, and how could I call for a bellman with no working phone? It took him 20 minutes to find someone to let me in, but they both insisted that they didn't have time to wait for me to pack, so a bellman would come back at some point in the future. I packed up and about 30 minutes later a bellman came with a luggage cart, which I loaded while he called the front desk to see which room I would be in, since the one they had switched me to had already been given away! I woke up my exhausted boys and moved finally to a double queen room with day bed (the one good thing, so that they could sleep better in separate beds!). I reminded the bellman that I was waiting for groceries, and he promised to send them. This room was much better, and since everyone was up we decided to head back to the parks. We came home around 11 pm to NO MORE GROCERIES again. :( I called and reminded bell services that I was waiting for them. They promised to send them in the morning since it was so late.

    Thursday morning, nothing was delivered to us before we headed out to AK. When we came back from AK around 2, the room hadn't been cleaned yet, but the groceries were FINALLY delivered, so I took the boys to the pool. We went back to the room after 4 and it still hadn't been cleaned. There was a housekeeper in the hallway, so I asked her if I could take a quick shower and then she could clean, assuming that our room would be one of the next ones. She asked me to write "5 pm", as her return time, and sign a piece of paper, so I did. We headed out to Epcot for the evening, returned at 10 and the room WAS NOT cleaned!

    Friday morning we headed to HS. Came back around 2:45 and the room hadn't been cleaned yet again. By this point I was out of clean towels, coffee pods, clean glasses/mugs, toiletries, etc., so I called Mousekeeping to ask to please go ahead and send someone to the room. I'd take the boys down to the lobby, skipping naps again, so that it could be done. 20 minutes later the housekeeper showed up and said "You needed me to come back?", and I told her that NO ONE had cleaned our room since we'd been there. She didn't say anything. We went to the lobby for an hour, where I went back to the concierge to ask him to cancel our April trip to BC. I was so frustrated at this point, almost in tears, and ready to just go home. He asked if the boys liked ice cream and if that would help me decide to keep the reservation. I told him no thank you, and he called over the female hotel manager. I told her what had been going on, she appologized, gave me her card and told me to call if I decided to come back so that she could take care of us, and she comped the wasted groceries and food we had to buy in the parks instead for 2.5 days (VERY nice of her, since it was really Garden Grocer at fault for delivering the food to BWI, but since Bell Services kept promising that they'd fix it and never followed through, she felt they were at fault too).

    When we returned to the room, the housekeeper had only made the beds (changed sheets? I don't know) and put more towels in the room. Nothing had been cleaned, the coffee mugs were just rinsed out and sitting on the counter with coffee rings still in them, NO replenished toiletries or coffee, and she didn't even clean out the old coffee pod. The housekeeper definitely took her tip envelope though!!! I went out in the hallway to ask another housekeeper if this was a standard cleaning and she said no, appologized for the other housekeeper, and replenished the room for me. I couldn't believe all this was STILL happening!!!

    Saturday morning, packing to leave, my 5 year old woke up and told me that he found a peanut in his bed during the night. I said "That's gross, you didn't eat it did you?", to which he said "No, I hid it in my covers". He started digging around between the blankets and pulled out what looked like a ball of POOP!!!!!!!!! I immediately yelled for him to drop it and come wash his hands, and then I called the housekeeping line to ask for a manager to come down. (BTW, my 5 year old has been potty trained for over 3 years and NEVER has accidents, so I know whatever this thing was WASN'T his!). My 6 year old son yelled that there was another piece of poop looking stuff on the floor. The manager came and picked up the stuff, appologized and said the last night would be comped.

    Anyway, I'm so sad to have, what was, my favorite resort ruined for me, but I just think it'd be really dumb to go back and risk this kind of thing/these kinds of things happening again. Just the stress alone was enough to ruin the whole trip. Well, along with the HOUR LONG bus trip from the park to BC, where the three of us had to stand the whole time, smashed between the seats, as we were the fifth stop! I think it was from AK...but no one got off the bus until YC/BC. There were only people getting on and the driver kept telling everyone to move back and make room. It was totally rediculous and my boys were getting really mad and tired of standing up for so long.

    I went ahead and cancelled our April 2013 trip completely, and switched our December 2013 trip from BC to the Polynesian. The reservations CM encouraged me to try BC again in December and definitely call the manager for her help, but I still don't think it'd be worth it. BC has some major housekeeping issues, and trouble with following up on what they say they'll do!
     
  7. gwynne

    gwynne Be always blooming

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    Pixarmom, Thank you for posting these! They were very reassuring that we made a good decision. :thumbsup2
    Hopefully the issues others have had have been resolved.
     
  8. rock_doctor

    rock_doctor DIS Veteran

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    If you have a bad room take pictures!!! Post the pictures here and room number and when you stayed. Then when you write your letter give the url of the post about your room. The post here gives added pressure to the GM and in turn to the housekeeping manager, who obviously are not doing their jobs.

    As to how a bank of room are bad and the rest are ok. That means there was a bad housekeeper or team of housekeepers. Maybe that maid was absent that day and somebody ran in and just made the beds and ran out. Who knows, they could have also been the dirty linens you slept on...
     
  9. kaytieeldr

    kaytieeldr Reserving the right to make jokes out of typos - b

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    So how does a person posting a room number and pictures here of a dirty room to shame WDW into cleaning that room then go about getting informed the issue was resolved to their satisfaction so all such evidence of a (likely temporary) aberration doesn't then remain a permanent reference here?

    Bad idea. Resolve the issue while it's happening.
     
  10. gwynne

    gwynne Be always blooming

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    I agree. Take care of the problem as soon as you see it--pick up the phone or go downstairs. Get your reasonable issue resolved quickly, and then go on and enjoy your WDW vacation. :thumbsup2
    Taking photos, posting unhappiness online and just being annoyed doesn't seem to me to be of any great help.
     
  11. TeenaS

    TeenaS DIS Veteran

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    Absolutely! First demand a housekeeping manager come to your room. If you don't get complete satisfaction after speaking to the housekeeping manager (a well maintained and clean room in a reasonable amount of time), demand to speak to the housekeeping manager's boss. Management at any Disney resort wants you in a clean and well maintained room. They want you to have a super vacation. They can't fix it if they don't know there is a problem. Unfortunately, there are people that don't care about the job they do ... not just at Disney or Universal or Hilton ... everywhere. If people don't open their mouths, things are never going to get fixed.

    You deserve to get what you are paying for: a clean and well maintained room! I don't mean a room that looks like you are at a brand new resort and nobody has ever stayed in it before. Sure there will be knicks here and there and maybe marks on a wall. But you deserve and have paid for a room that is CLEAN and well maintained! And the managers honestly want you to get that!
     
  12. ms1031

    ms1031 DIS Veteran

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    Room 3520 - 3rd floor close to Epcot. Room was fairly clean. Worn, but ok. The shower curtain was a worn out white one with no liner. The room is supposed to have the curtain that matches the wallpaper. Overall, room alright.

    The Garden View is that of some trees that are far from what I would call a "garden". They are basically blah and covered in vines and kudzu. A Standard View would have been prettier.

    We decided that being on the far end of the resort was, while quite easy to access Epcot, it was just too far from all of the other transportation and resort ammenities. We were moved after our 2nd night down to room 1596. This room is the 3rd closest room to the Marketplace, and WOW, a so much better location.

    But, the toilet was nasty. It was very obvious that it hadn't been cleaned. There was hair in the tub and in one of the sinks. The 3rd dresser drawer down from the top, was broken. The slide for it was actually laying inside the drawer. This kept us from being able to use 2 of the dresser drawers. because we couldn't even open the drawer below the broken one. The furniture was nicked, paint chipped, and worn looking. There was a hair dryer on the lower sink shelf, instead of one being mounted on the wall. The wall mount was still there, a bit unsightly, but whatever. The patio table had purple sticky stuff on it.

    The toilet was cleaned within the hour.

    On the 2nd day, I took the slide from inside the drawer, propped it to where it was hanging outside the drawer, and left the drawer half open. We made a total of 4 requests for it to be fixed. 3rd day, they finally repaired it. by then, we no longer needed the extra drawer space.

    The corridor carpet is in need of replacement. There are stains, bleached out spots, it's slightly buckled in areas instead of laying flat, etc.

    Our expectations of a deluxe stay were not met, and I honestly don't think we expected too much.

    To top it off, our last 2 days were when the reservation system was getting its IT overhaul, and we were left in the dark as to how many dining credits we had remaining and had to deal with some places even saying we had to pay out of pocket, while a kiosk not 50 feet away would charge to our room or dining plan without issue. No rhyme or reason whatsoever.

    Can't say we will be booking any more stays at the Beach Club.
     
  13. padawans

    padawans DIS Veteran

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    It seems a lot of people had issues with housekeeping over the last month including myself. Hopefully BC resolves this issue. As far as the hallways and common areas it's obvious they are in need of a refurb. This was my assessment a year ago when I stayed at the BC, and it hasn't changed. It wasn't just that the hallways were worn they were obviously not vaccummed on a daily basis. I'm not sure thely were vaccummed the whole week we were there. Lots of sand and crumbs and other things along the hallways. I think it shocks people when they are paying 400+ a night, and the resorts are not taken care of. We also stayed at Wl lodge and CSR on this trip. No issues at all with those resorts they were much cleaner and better maintained.
     
  14. rock_doctor

    rock_doctor DIS Veteran

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    You do deal with it there and then and if you get to the point where you had enough issues (for example two rooms in a row that were dirty or in my case hand prints on the bathroom walls printed in feces - don't know how they missed that...) you should write a letter and also post it to the internet supports your letter. If you just complain and let it go, it will get fixed for you at that time but who is to say that housekeeper isn't on again next week and does the same thing again and again. Posting it to the web pushes the upper management into looking into it and does not give lower managers the opportunity to tell their bosses it was a difficult guest demanding as much as they could get and the room was fine and up to Disney standards. Do as you wish.
     
  15. gwynne

    gwynne Be always blooming

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    BBM. Wow. I understand you had issues during your visit, but to generalize like this is just wrong, JMO.
    I don't find upper or lower management (or CM's in general for that matter) at Disney to be as you described, at all. They have been beyond helpful to me when I have asked for assistance. :thumbsup2
     
  16. ton80

    ton80 Darts Anyone!

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    Something that looked like "POOP" in the bed??? :scared1: Come on now be realistic. :rolleyes1
     
  17. DisneyFansInLINY

    DisneyFansInLINY DIS Veteran

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    Not surprised. On our honeymoon at the Poly back in 2007, the bathroom mirror was dirty and must have been that way for some time as when DH took a shower, a message came out on the mirror from the steam that read "clean me" lol
     
  18. princessallegra

    princessallegra They call me Mrs. Disney

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    Any issues we have ever had, have been resolved with this method. Calling the housekeeping button, and asking for the manager.

    We've also been able to request early service at every level of wdw resort from value through deluxe CL. We usually leave the room very early and are back by 1pm, so we do this all the time with no issues.

    OP I'm sorry you had such a crummy room situation. I would strongly recommend mailing a letter to the GM as well as emailing a letter to wdw guest services.
     
  19. Mom23WildBoys

    Mom23WildBoys Earning My Ears

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    I can send a picture if you want. It looked like a little ball of very dried out poop, or some kind of mud ball, or dried out food of some sort. It DID NOT come from our food supply or from my son.
     
  20. Minnie&Nana

    Minnie&Nana <font color=deeppink>Dreams do come true!<br><font

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    Just to clarify - the room number and photos posted were not of the dirty room. Those were posted by a DISer who was sharing her room which was in good condition. :thumbsup2
     
  21. gwynne

    gwynne Be always blooming

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    I appreciated those photos. :thumbsup2

    My comments were toward other posters who recommended/preferred the technique of online "venting" vs. just taking care of the problem directly. I continue to find Disney very responsive when I have a question or concern. They do care.:goodvibes
     

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