At AKV CL now...question about Mousekeeping?

[cameron991]

Hi All-

We checked in at AKV on Saturday evening. Most everything is great...except mousekeeping. We did not receive service on Sunday or Monday so we asked at the Conceirge Desk to see if we should expect to have our trash, towels, bed made each day. They contacted Mousekeeping and confirmed we should but today they just came and did trash and towels only.

Am I crazy or should we be getting full mousekeeping service as part of the club level? I have contacted the concerige desk again as well as the front desk this evening. The manager at the front desk said I would know better than him and then asked how long we have been DVC members...

Thanks!!!

 

[DebbieB]

Hi All-

We checked in at AKV on Saturday evening. Most everything is great...except mousekeeping. We did not receive service on Sunday or Monday so we asked at the Conceirge Desk to see if we should expect to have our trash, towels, bed made each day. They contacted Mousekeeping and confirmed we should but today they just came and did trash and towels only.

Am I crazy or should we be getting full mousekeeping service as part of the club level? I have contacted the concerige desk again as well as the front desk this evening. The manager at the front desk said I would know better than him and then asked how long we have been DVC members...

Thanks!!!

You should get full service plus turndown.

 

[KAT4DISNEY]

You should get full service plus turndown.

Yep. If you are in the room they probably won't in order to not disturb so you probably need to tell them it's ok. If you're not there it should be done.

Housekeeping dept is probably the one you should be talking to. It's a button on the phone.

 

[Shelly F - Ohio]

We are here now at AKL--CL and have had no problems with mousekeeping.

 

[wishicouldgomoreofte]

You should get full service plus turndown.

Interesting. I never knew that. I thought if booked on points, it was subject to usual DVC mousekeeping schedule.

Can you take pictures of the lounge offerings to post when you get back? Thanks.

 

[disneynutz]

Hi All-

We checked in at AKV on Saturday evening. Most everything is great...except mousekeeping. We did not receive service on Sunday or Monday so we asked at the Conceirge Desk to see if we should expect to have our trash, towels, bed made each day. They contacted Mousekeeping and confirmed we should but today they just came and did trash and towels only.

Am I crazy or should we be getting full mousekeeping service as part of the club level? I have contacted the concerige desk again as well as the front desk this evening. The manager at the front desk said I would know better than him and then asked how long we have been DVC members...

Thanks!!!

I would walk down and talk to a manager again, (get their names).

When you get access to the internet, send a complaint email to the DVC Satisfaction Team, dvcmembersatisfactionteam@disneyvacationclub.com

Bill

 

[drusba]

Interesting. I never knew that. I thought if booked on points, it was subject to usual DVC mousekeeping.

AKV concierge is the declared exception to the usual limited mousekeeping rule and anyone in AKV concierge is entitled to full daily housekeeping plus turndown service at night. The thing is there should never be an issue like OP is having because those 6th floor rooms should, as a result of the full housekeeping rule, always be fully cleaned daily and have turndown service regardless of whether the guest is DVC or paying cash and housekeeping undoubtedly must know that since it has been doing it for three years now.

 

[dianeschlicht]

We've stayed CL level 3 times, and the mousekeeping is pretty spotty to say the least. You ARE supposed to get daily service including turn down and the mint on the pillow etc. In reality we've only seen that happen a couple of times a trip, and with no rhyme or reason to when it is skipped. I did learn that they often do the turn down mid afternoon (seems dumb to me), so if you are in the room getting ready for a dinner ressie etc, they will skip you. That's what I was told anyway, when I asked about it.

 

[cameron991]

Thanks everyone!

Just got back to the room after Magic Kingdom and the room hasn't been touched. I am going to give them about an hour and head down to the front desk...again.

 

[erionm]

Thanks everyone!

Just got back to the room after Magic Kingdom and the room hasn't been touched. I am going to give them about an hour and head down to the front desk...again.

Skip the front desk, call housekeeping directly from your in-room phone. If you want to really push some buttons, ask to speak with the general manager and housekeeping manager.

Also, contact the Member Satisfaction team and let them know about the housekeeping issue.

 

[dianeschlicht]

Thanks everyone!

Just got back to the room after Magic Kingdom and the room hasn't been touched. I am going to give them about an hour and head down to the front desk...again.

Don't do the front desk. Just go out to the concierge desk person near the lounge. The front desk wont be nearly as much help as the concierge person up on the CL floor.

 

[bobbiwoz]

It took awhile, but finally we got the turn down service for the pull out when DSis and I stayed last year. They typically turned down the queen bed, but not the pullout. We dealt with Housekeeping as well as the CM in the CL.

 

[matilda]

We spent 4 nights over Thanksgiving in a 1 bedroom CL and did not have any problems with HK. I am sorry you are experiencing this and would call HK directly and express your disappointment to a manager and also to Concierge staff. When I am staying CL I expect those added extras I am paying for and if I don't receive them get them addressed ASAP in a positive manner to make the trip as enjoyable and memorable as possible. We are staying again in Jan for marathon weekend with friends and look forward to it.

Hope this did not spoil your experience too much and next time let them know quicker.

 

[disneynutz]

Don't do the front desk. Just go out to the concierge desk person near the lounge. The front desk wont be nearly as much help as the concierge person up on the CL floor.

I don't agree. At this point I would be talking to a Front Desk Manager or the GM. The Concierge CM doesn't have any management power and that's what is required here.

Bill

 

[cameron991]

Thanks everyone...we are home now. It really was a great trip, the housekeeping situation was annoying but by no means had a significant impact on our trip as a whole.

Shortly after we returned on Wednesday (our last full day) to find the room hadn't been cleaned the CL manager called to follow up since she saw I had spoken with 2 different staff members on consecutive days about the housekeeping issue. I explained the issue was still not resolved and it was becoming frustratibng since I had spoke to 3 different people (2 in CL and 1 manager at the front desk). She apologized, assured us she would make sure the room was cleaned that evening and offered a room credit for the inconvienence.

I have already emailed DVC member satisfaction as well so hopefully they can address whatever the issue is and prevent it from happening in the future. I understand mistakes happen but for the number of points I expect to receive what is included.

Just for clarification after we were missed the first day we started talking to the CL level staff (who contacted Housekeeping with us present). Even after speaking with 2 different CL staff and the front desk manager the issue was still not resolved.

Thanks again...I appreciate the response!

 

[dianeschlicht]

I don't agree. At this point I would be talking to a Front Desk Manager or the GM. The Concierge CM doesn't have any management power and that's what is required here.

Bill

BUT...The front desk doesn't even check you in for CL, so you are still better off talkind directly to the CL people.

 

[erionm]

BUT...The front desk doesn't even check you in for CL, so you are still better off talkind directly to the CL people.

On our last CL stay, we arrived after 6pm and they would not take us upstairs to check-in. They made us go to the front desk and they could not make our keys work in the elevator. They finally escorted us upstairs and the CL desk fixed our keys.