A complaint: lack of housekeeping

[snappy]

If only the price of gas had risen 13%

 

[RamblingMad]

Housekeeping starting wage is up 13%.

Maybe the money isn't the problem. Maybe working for Disney is the problem. If that's it, then Disney is going to end up having a lot of angry guests who assumed they would receive housekeeping and then learned during their stay that they don't. This is going to be a mess.

 

[DeeBee3]

Maybe the money isn't the problem. Maybe working for Disney is the problem. If that's it, then Disney is going to end up having a lot of angry guests who assumed they would receive housekeeping and then learned during their stay that they don't. This is going to be a mess.

Pretty sure this is happening around the country in all sorts of businesses and environments.

 

[CaptainAmerica]

Maybe the money isn't the problem. Maybe working for Disney is the problem.

The border is mostly closed in an industry that relies heavily on legal immigration. There are a lot of reasons why that aren't appropriate to be discussed here, in line with board rules.

If that's it, then Disney is going to end up having a lot of angry guests who assumed they would receive housekeeping and then learned during their stay that they don't. This is going to be a mess.

I really don't know how anyone could miss it. It's plastered all over the booking and online check-in pages.

 

[snappy]

Maybe the answer is to book multiple stays during a trip. Move every 2 days or so to get a clean room. Or what we assume is a clean room.

 

[RamblingMad]

Maybe the answer is to book multiple stays during a trip. Move every 2 days or so to get a clean room. Or what we assume is a clean room.

When do they actually clean them?

 

[VeganAtDisney]

Housekeeping starting wage is up 13%.

I had always heard that Disney mistreats their employees and underpays them. I think this is a pretty common rumor, so I think that is why we all just assume that Disney can hire more housekeeping staff, but that they are choosing not to because they would rather either 1. Increase pay, but hire fewer housekeepers, which would mean decreased housekeeping service continuing. 2. Hire more housekeepers, but pay them less. This would mean that their intention is to return to providing pre-pandemic housekeeping service, but their wages are too low for anyone to want to take that job. Hence why they have a staffing shortage. Either way, we are assuming Disney is being stingy.

I think I can dispel both rumors with the following facts: The average pay for housekeepers in Orlando, FL is $12 per hour. Disney is currently offering a starting rate of $17.00 per hour and a $1,000 hiring bonus.

I honestly went into my research expecting to find facts that prove Disney is cost-cutting for the sake of cost-cutting in terms of housekeeping, but I have to admit that, in this case, I was proven wrong.

With that being said, I don't necessarily think Disney's current solution is great. Can they just give me a Swiffer vac and some Lysol wipes and give me a $17 discount each night? I'm a DVC member, so I wouldn't even be mad if they gave me the supplies without the discount. I just want a clean room.

 

[snappy]

I think they put zip lock type bags on tv remotes. No clue if they change them between guests though.

 

[snappy]

I have not stayed in any WDW hotels since the COVID-19, however, I do follow a reputable YouTuber who recently stayed in Art of Animation as well. Not only did they not get housekeeping during their 9-night stay, but their suitcases were disgustingly filthy when they took them off the floor. This means that not only did they not clean during their stay, but they also clearly did not clean the floors underneath the bed (where they stored their suitcases). Totally unacceptable.

I think it is possible rooms weren’t thoroughly cleaned after the pandemic closure before reopening. High touch surfaces are one thing, but not a top bottom clean needed after sitting idle for months.

 

[CaptainAmerica]

I had always heard that Disney mistreats their employees and underpays them.

That has not been my experience, pre- or post-COVID. But I certainly acknowledge that it's a sentiment that's "out there." I won't pretend to be an expert on every single category of labor at Walt Disney World, but I can say with 100% certainty that their housekeeping pay is in line with industry standards in Central Florida, and that (pretty much) the entire industry has significantly increased wages the past two years to keep up with (and even exceed) general inflationary trends.

I think this is a pretty common rumor, so I think that is why we all just assume that Disney can hire more housekeeping staff, but that they are choosing not to because they would rather either 1. Increase pay, but hire fewer housekeepers, which would mean decreased housekeeping service continuing. 2. Hire more housekeepers, but pay them less. This would mean that their intention is to return to providing prepandemic housekeeping service, but their wages are too low for anyone to want to take that job. Hence why they have a staffing shortage. Either way, we are assuming Disney is being stingy.

This gives Disney way too much blame and way too much credit. The labor shortage is not unique to them, it's being felt nationwide across all sorts of industries. One of my responsibilities at work is recruiting software engineers and financial analysts, and we can't find enough of those people, either. DISNEY isn't having a staffing shortage, the entire planet is having a staffing shortage.

 

[lowlight]

The hospitality industry as a whole is going through changes that started way before the pandemic, and they are directly related to profits. Hoteliers have been actively hostile to their most loyal customers for the better part of a decade now. If you’ve been a member of any reward or loyalty programs you have seen the writing on the wall. Hotel chains are being gobbled up by the big 5 and rewards are being slashed, points devalued, lounges closed, upgrades few and far between, etc. it’s basically what the airlines went through 20 years ago. It was a much more luxurious thing flying on an airplane two decades ago than it is now. That’s just not how it’s supposed to work.

They slowly stripped this or that and charged the same or more. Now hotels are doing it and have been for years. We can make all the excuses why, but the bottom line is always money. What can we take away without losing most customers? That’s what they care about. So saying Disney can’t solve the housekeeper issue is a half truth. There are issues beyond their control (without paying huge prices), but even if they didn’t have labor issues, you can bet they’d be testing the waters to see how little housekeeping they could provide to save money before guests revolted. They’ve done it with every single aspect of Disney, yet some think the housekeeper issue is merely a labor issue and anyone who disagrees is wrong and isn’t friends with the CEO like them. It can be multiple things at once.

 

[dreynolds1982]

It's money. I have a friend that was laid off from a hospitality job. She planned conventions for a hotel chain. She moved over to an airline job since the hospitality jobs were offering to pay even less than she made when she was laid off. It's corporate greed. They're just not paying adequate pay. They laid folks off and now hope to hire them back for less. It's ridiculous.

So the big change I have made is to stay mostly at airbnbs. That's what I'm doing for my Smokies trip this fall, and that's what I did for my Utah trip last year.

FWIW, this isn't just a problem limited to the hospitality and isn't just about money. Sure, that plays a part in it, but that's not the whole picture. I work in an entirely different industry. We pay relatively well and have fantastic benefits. Yet we have more open jobs that we are unable to fill, no matter how hard we try, than at any other time before covid during my time here. We have jobs that have been sitting open for months, even some that pay over $50-60k/yr. I am director of Marketing/Communications and am pumping money into paid ads for job openings (which is something I NEVER had to do before) and not even making a dent in things.

I say this to say there isn't one blanket reason for why staffing issues are what they are. Money plays a part but there are other things at play here too. All I can say, staffing issues 100% an issue in a LOT of industries right now unfortunately.

 

[dreynolds1982]

That has not been my experience, pre- or post-COVID. But I certainly acknowledge that it's a sentiment that's "out there." I won't pretend to be an expert on every single category of labor at Walt Disney World, but I can say with 100% certainty that their housekeeping pay is in line with industry standards in Central Florida, and that (pretty much) the entire industry has significantly increased wages the past two years to keep up with (and even exceed) general inflationary trends.


This gives Disney way too much blame and way too much credit. The labor shortage is not unique to them, it's being felt nationwide across all sorts of industries. One of my responsibilities at work is recruiting software engineers and financial analysts, and we can't find enough of those people, either. DISNEY isn't having a staffing shortage, the entire planet is having a staffing shortage.

As a former CM in both on-stage positions AND corporate, that was not my experience either. I thought I was treated very well and the CMs I worked with seemingly felt the same way. That all being said, I certainly can't speak for everyone.

To your second point, I just replied something similar and agree, this is a problem being felt across many industries right now (including where I work).

 

[VeganAtDisney]

That has not been my experience, pre- or post-COVID. But I certainly acknowledge that it's a sentiment that's "out there." I won't pretend to be an expert on every single category of labor at Walt Disney World, but I can say with 100% certainty that their housekeeping pay is in line with industry standards in Central Florida, and that (pretty much) the entire industry has significantly increased wages the past two years to keep up with (and even exceed) general inflationary trends.


This gives Disney way too much blame and way too much credit. The labor shortage is not unique to them, it's being felt nationwide across all sorts of industries. One of my responsibilities at work is recruiting software engineers and financial analysts, and we can't find enough of those people, either. DISNEY isn't having a staffing shortage, the entire planet is having a staffing shortage.

I accidentally hit post reply before finishing my thoughts. You'll see I added more points with which I think you'll agree.

 

[CaptainAmerica]

...you can bet they’d be testing the waters to see how little housekeeping they could provide to save money before guests revolted.

They've already done this and they know the answer.

Guest A: Expects daily housekeeping
Guest B: Prefers housekeeping but will opt-out if given an incentive
Guest C: Doesn't care about daily housekeeping or even prefers not receiving it

The pre-COVID model of offering daily housekeeping as standard but giving guests a small gift card if they decline service minimizes costs while satisfying all three guests. Right now, they're not satisfying Guest A or Guest B, and they're well aware of it.

 

[MommyMouse143]

OP, I understand your frustration. On our first trip, post-closure, we stayed at YC and had the every-other-day, trash/towel service - they didn't make our beds, but, strangely enough, one of the housekeepers moved my toothbrush during one of their visits . . . . that's when the "can't go in your room due to covid" excuse kind of went out the window for me (you can't make my bed but you can touch my toothbrush?). I gave them a pass on staff shortages. Eight months later, and it's wearing thin. Everything seems to be running at capacity - the parks and resorts are packed - and we got full housekeeping in October at VGF (staying on cash), so some resorts (or perhaps only VGF) are offering more than cursory housekeeping services. When we stayed at the Swan in December, they offered daily service, so it seems the Marriott resorts are trying to ramp up their service. The problem - WDW figured out they can offer less housekeeping and people will pay an arm and a leg to stay there. I would not be surprised if this becomes permanent. WDW must be saving a ton of money by no longer offering daily housekeeping.

We stayed at Yacht in July- it was horrendous. Begging multiple times for towels that were not being replenished on the every 2 day schedule (yes, we put on floor). Trash also not being removed after 4 day (with an infant in the room and diapers- even though we called and requested several times). I thought it was weird though that once and awhile the coffee was replenished. Like, someone was in the room and replaced the coffee but didn't remove the dirty diaper trash?! The surfaces were sticky upon arrival and even with multiple requests to have them wiped down, they never were.

When we complained we were told "all protocols are for health and safety". As if festering trash is for healthy and safety.

We were at the Grand two weeks ago and received full house keeping upon request at no additional cost.

 

[Mackenzie Click-Mickelson]

The hospitality industry as a whole is going through changes that started way before the pandemic, and they are directly related to profits. Hoteliers have been actively hostile to their most loyal customers for the better part of a decade now. If you’ve been a member of any reward or loyalty programs you have seen the writing on the wall. Hotel chains are being gobbled up by the big 5 and rewards are being slashed, points devalued, lounges closed, upgrades few and far between, etc. it’s basically what the airlines went through 20 years ago. It was a much more luxurious thing flying on an airplane two decades ago than it is now. That’s just not how it’s supposed to work.

They slowly stripped this or that and charged the same or more. Now hotels are doing it and have been for years. We can make all the excuses why, but the bottom line is always money. What can we take away without losing most customers? That’s what they care about. So saying Disney can’t solve the housekeeper issue is a half truth. There are issues beyond their control (without paying huge prices), but even if they didn’t have labor issues, you can bet they’d be testing the waters to see how little housekeeping they could provide to save money before guests revolted. They’ve done it with every single aspect of Disney, yet some think the housekeeper issue is merely a labor issue and anyone who disagrees is wrong and isn’t friends with the CEO like them. It can be multiple things at once.

Hilton has what is called Housekeeping Your Way. "For your comfort, we want your stay to be as undisturbed as possible. Guests at any of Hilton’s 18 brands have the opportunity to tailor their housekeeping experience to their individual comfort level. Guests visiting our hotels in some regions around the world, as well as guests at all Waldorf Astoria Hotels & Resorts, LXR Hotels & Resorts and Conrad Hotels & Resorts, will receive daily housekeeping. In the Americas, most Hilton properties are implementing a flexible housekeeping policy, with full deep cleanings prior to check-in and daily housekeeping services available upon request. To schedule, simply call the front desk. Additional amenities such as linens and toiletries are available upon request."

We enjoy housekeeping but really don't want it every day. I prefer privacy, I don't want to have to tidy up the room (which I do when housekeeping comes), hide my valuables, clean up the bathroom counter some, etc every day. I don't need towels replaced every day or my bed made every day. I do need more shampoo, toilet paper, etc at some point, and towels eventually would need to be replaced.

We absolutely know others do (like I mentioned) want daily housekeeping and a lot done during that and there's no problem with that. For Disney several years ago you can tell they tried to implement a more flexible option with introducing opting out of housekeeping and getting an incentive. The pandemic spurned that into something else but still. Not every hotel company has to be seen as they are just trying to see how little they can do on the housekeeping front before guests revolt because you know what? Not every guests wants the same things. The solution would be to offer different levels for people but Disney isn't a hotel company they have like what 30+ resorts and they are primarily a theme park experience. An ideal world they could offer a variety of options to suit guests though. I don't personally like their all or nothing decline on the housekeeping but know it's them trying to keep it simplified.

 

[CaptainAmerica]

We stayed at Yacht in July- it was horrendous. Begging multiple times for towels that were not being replenished on the every 2 day schedule (yes, we put on floor). Trash also not being removed after 4 day (with an infant in the room and diapers- even though we called and requested several times). I thought it was weird though that once and awhile the coffee was replenished. Like, someone was in the room and replaced the coffee but didn't remove the dirty diaper trash?! The surfaces were sticky upon arrival and even with multiple requests to have them wiped down, they never were.

Extremely unacceptable. If they're going to limit service to "trash and towels, every other day," they sure as heck better meet "trash and towels, every other day."

When we complained we were told "all protocols are for health and safety". As if festering trash is for healthy and safety.

This is the part that bothers me the most, honestly. They're legitimately just lying to us. The reason we don't have daily housekeeping isn't "for the health and well-being of our cast and guests blah blah blah." It's because they don't have the staff, and they should come up with some PR-flowery way of explaining it. I'm not even telling them to stop blaming COVID. They can blame COVID all they want. But it's the impact that COVID has had on the labor market, not because they think their housekeepers are going to get infested with plague if they make your bed.

 

[MommyMouse143]

As far as I know, Y & B always had daily housekeeping. Why is this article indicating the normal was every other day?? So IMO, still not quite back to normal.

We were there in July and arrived to a sticky surfaced room that they refused to clean the entirety of our 5 night stay. Garbage was not removed until we started putting it in the hallway after the 4th day. We ended up snatching towels from the cart in the hallway- they were never replaced. It was our first post-covid stay. I will never return to the Yacht.

 

[DeeBee3]

At Boardwalk in August, we did have issue with no one emptying the trash. When we saw it was soon going to overflow, I called front desk and asked where can I bring my trash. I thought perhaps there was a "garbage room."

They told me they would send someone. I expected them to come maybe within an hour or 2. Literally within 5 minutes of hanging up, someone knocked on the door. They emptied the trash, put in a new bag, and also replenished any toiletries we needed. Actually they told us to take whatever we needed (TP, towels, etc).

Even though I had to call, I was impressed with how prompt they were. It was also not nearly as busy as it is now, so perhaps that plays into it.

Just like others have mentioned above, all industries are hiring and having serious issues finding people. I know in the engineering/tech industry they cannot find people - these are good jobs, not minimum wage jobs, and they cannot find people to even interview. People have moved across the country and worked from home no matter where they are, so now if the company needs them to move to a certain location, they need to be incentivized. That's just 1 piece. Now with inflation, everything costs WAY more than it did 1 year ago. To expect companies to come up with wages to match inflation is unreasonable. Businesses are created to make money - they will pass cost on to consumer. They may have to be competitive to attract talent, but they can only go so far.