At VWL now.....NOT HAPPY!!!

[smjj]

Since VWL is a sold out resort, I don't think cheaping out on maintenance saves DVC any money - it just saves members money in the form of dues.

I don't think so, not in this case. Lately(the last couple of years or so) we have been reading more and more stories about how Mousekeeping and in general maintenance has been slipping. I just don't remember reading stories about these types of issues 4 or 5 years ago. Combine this with the many, many, many complaints about how the construction at BLT and the quality of the furnishing is very poor leads me to believe otherwise. I am sure this is what we are to believe and I am sure to some extent this is true about the dues but I believe the bottom line is to increase the bottom line at all cost....smjj

 

[csharpwv]

I am with the person who stated you can have 100% perfect rooms and early check-in. It is one or the other.

The fact of the matter is that Disney has been pushing mousekeeping to get more rooms finished, in less time.

When we all clean our homes, we know that if we rush - we miss things. if we take our time, we notice things that we wouldn't otherwise.

Is Disney getting greedy? Yeah, I think they are. There is such a thing as 'streamlining' to save time - which equals saved money. However, if 'streamlining' means removing a high level of quality assurance in trade of higher profits from reduced costs, meaning reduced quality of service/experience - then there is a huge problem.

A bathroom cabinet door falling off - I can imagine that someone reported that before, perhaps upon check out - and since that problem would be 'new' to someone just checking in to the room, it's not a problem if it isn't fixed until the NEXT person has a cabinet door fall off in their hand.

I have been dissatisfied with cleaning before - at Saratoga specifically. We check into a dedicated 2br and there was still used soap on the shower, along with a washcloth. SO, if those items were there - you KNOW that the tub wasn't cleaned at all. There was also dust, lint, hair, and dirt in the bathroom floor.

I think Disney needs to remember that DVC members aren't going away, we will keep coming back, and coming back - that's kind of the point of the program - right? So why think that we won't notice a drop in cleanliness and quality?

It takes 2-3 as much money to acquire a new customer as it does to maintain a current customer - I think Disney needs to remember that basic principle of business, and start making sure that quality is maintained.

They sell DVC as 'always staying in deluxe accommodations' I think they need to back that up with action!

 

[Kinley'sMom]

It is still amazing to me that guests (DVC or Cash) believe that every room will be 100% perfect each and every time, all the while complaining about late check ins, etc. We can't have it both ways. I don't see who anyone could forsee a clogged shower drain or that a cabinet door might come loose.

While it would be nice if this stuff doesn't get out of hand, but it is our own collective fault. If we report issues, like slow drains...they won't clog. If we notify the front desk that a sofa bed's bolts are loose or falling out, they might be able to fix it before it actually breaks the bed. But too many owners don't want to waste their time or be inconvenienced during their stay.

We are all owners and just like at your house, you need to be willing to stand up and take the time to prevent a problem in advance!

I certainly wasn't expecting 100% perfection; after all sometimes things happen. I am not a chronic complainer but my I do pay maintenence fees at this resort and I would expect that things to be in working order. The sofa bed was in such bad shape that there is absolutley no way that housekeeping could not have seen it when changing linens.

.

 

[dzorn]

Sorry for the delay.......I am on vacation you know!

I didn't intend to post a list of complaints; I really just wanted to know who to contact about some issues. But for those who must know, here they are:

There are 11 of us in a 1-bedroom and a 2-bedroom lockoff. I'm not sure what to make of the first incident. Both villas were reserved by me in my name using my points. But when we got here there was no reservation in my name but instead one of the other guests. I thought this was a little strange but it wasn't really an issue until my inlaws tried to call our villa and were told that we were not guests of this resort. They were worried until they were able to reach us be cell phone. I don't know what this will mean during check out with any charges, etc.

Villa # 1: Broken sofa bed - the frame looked like someone had whacked it with a sledge hammer.Bolts were missing and there were sharp, jagged edges. I didn't want my kids sleeping on that! After literally hours of discussion and CM visits to our villa they finally brought a replacement.

Dirty dishes and utensils from previous guests in cabinets.

Villa # 2: Only the studio part of this villa had been cleaned when my friends got their room. Eventually, housekeeping came and cleaned the 1-bedroom section.

Shower clogged with water on the bathroom floor.

The dryer in this unit overheated. Literally fried a piece of clothing!

Bathroom cabinet door fell off.


We have reported all issues and with the exception of the sofa bed problem, everything has been taken are of in a timely fashion.

I don't normally complain but VWL is my home resort and I'm a little worried about the upkeep. Our friends have been considering DVC but they don't seem too impressed.

Other than these things we are having a great time. The weather has been wonderful and the crowds are not too bad. We've enjoyed some of the additional offerings at WL like the beach movies and marshmellow roast.

Wow you did have a lot of things happen.

I did not think you could have your name as lead on 2 reservations so that may be why the name mix up. Glad you got everything resolved and are having a great time.

I do think some of the maintance issues is guest not bothering to report issues. They cannot fix it if they don't know it is broken.

Denise in MI

 

[iluveeyore]

I agree wholeheartedly that mousekeeping should have better standards - I used to clean hotel rooms in Niagara Falls, Ontario and we had every room we cleaned inspected by our manager, and if something wasn't done to standards, we had to fix it before the room was released to the front desk. I don't understand why a place such as DVC or any of the WDW resorts for that matter, shouldn't have room inspectors following behind the mousekeeping staff and okaying rooms for the next guests.

 

[awilliams4]

Many of your issues in my opinion could have valid reasons.

I call MS prior to a trip and double-check the guest list and we are a family of 4. With the party you have going, I would suggest that if you weren't going to take the take the time to double-check and ensure the list was accurate....tough to blame someone else for any possible errors that may have happened with such a large list.

The room that wasn't cleaned at all, that is a problem. All the other issues, I would suggest maintenance didn't know about them. So the dryer broke 'while' you were there...OK, these things are going to break from time to time. If it broke 'while' you were there, how is that a 'complaint' in regards to Disney. Same with the door.

If the only real legitimate issues was that the rooms were not cleaned, tough to see how just letting someone know wouldn't resolve the issue.

 

[disneynutz]

I am with the person who stated you can have 100% perfect rooms and early check-in. It is one or the other.

The fact of the matter is that Disney has been pushing mousekeeping to get more rooms finished, in less time.

When we all clean our homes, we know that if we rush - we miss things. if we take our time, we notice things that we wouldn't otherwise.

Is Disney getting greedy? Yeah, I think they are. There is such a thing as 'streamlining' to save time - which equals saved money. However, if 'streamlining' means removing a high level of quality assurance in trade of higher profits from reduced costs, meaning reduced quality of service/experience - then there is a huge problem.

A bathroom cabinet door falling off - I can imagine that someone reported that before, perhaps upon check out - and since that problem would be 'new' to someone just checking in to the room, it's not a problem if it isn't fixed until the NEXT person has a cabinet door fall off in their hand.

I have been dissatisfied with cleaning before - at Saratoga specifically. We check into a dedicated 2br and there was still used soap on the shower, along with a washcloth. SO, if those items were there - you KNOW that the tub wasn't cleaned at all. There was also dust, lint, hair, and dirt in the bathroom floor.

I think Disney needs to remember that DVC members aren't going away, we will keep coming back, and coming back - that's kind of the point of the program - right? So why think that we won't notice a drop in cleanliness and quality?

It takes 2-3 as much money to acquire a new customer as it does to maintain a current customer - I think Disney needs to remember that basic principle of business, and start making sure that quality is maintained.

They sell DVC as 'always staying in deluxe accommodations' I think they need to back that up with action!

The problem is that DVC members can't go away and Disney knows it. Once they sell you a contract, they are done with you until and if you buy an add-on. If you don't like the cleaning issues your only choice is to sell your contract to someone else who won't like the cleaning/maintenance issues. Why Disney doesn't determine what it would cost to hire additional CM's to do the job correctly, then let the members decide if they want to pay the price I really don't understand.

Bill

 

[Kinley'sMom]

Wow you did have a lot of things happen.

I did not think you could have your name as lead on 2 reservations so that may be why the name mix up. Glad you got everything resolved and are having a great time.

I do think some of the maintance issues is guest not bothering to report issues. They cannot fix it if they don't know it is broken.

Denise in MI

For some reason both villas were under one reservation number and the lead name was not mine or my DH's.

 

[awilliams4]

You just don't let these types of things happen.

I am assuming you are referring to the non-cleaned room including the dishes not being washed which I would suggest all falls into one category. The room was not cleaned. I agree that ideally, this should never happen but I would expect it to from time to time.

If you are not, curious, how do you not let these things happen:

a. Dryer eventually breaking
b. Door eventually breaking
c. Drain eventually stopping up
d. Bed eventually breaking

 

[Kinley'sMom]

Many of your issues in my opinion could have valid reasons.

I call MS prior to a trip and double-check the guest list and we are a family of 4. With the party you have going, I would suggest that if you weren't going to take the take the time to double-check and ensure the list was accurate....tough to blame someone else for any possible errors that may have happened with such a large list.

The room that wasn't cleaned at all, that is a problem. All the other issues, I would suggest maintenance didn't know about them. So the dryer broke 'while' you were there...OK, these things are going to break from time to time. If it broke 'while' you were there, how is that a 'complaint' in regards to Disney. Same with the door.

If the only real legitimate issues was that the rooms were not cleaned, tough to see how just letting someone know wouldn't resolve the issue.

I assume you're referring to the reservation issue. I most certainly did double check and have a copy of the reservation with everyone's name included right in front of me. I also did online check in and everything was correct on the reservation then. I'm not sure how many more times I could " double check".

 

[kid-at-heart]

Thank you for taking out time from your vacation to let us know the problems. Those were big issues and you had every right to be frustrated.

I hope the rest of your vacation is so magical it makes up for the unpleasantness experienced with your villas.

 

[TisBit]

I certainly wasn't expecting 100% perfection; after all sometimes things happen. I am not a chronic complainer but my I do pay maintenence fees at this resort and I would expect that things to be in working order. The sofa bed was in such bad shape that there is absolutley no way that housekeeping could not have seen it when changing linens.

.

Don't get me wrong, these are all valid complaints to the front desk and housekeeping....even a follow up to DVC Member Services, to ensure that this is not a systematic problem occuring. Certainly, some of this could have been avoided (unclean dishes, although that is easy to miss...I do it at home all the time after running the dishwasher). Don't take my criticism of others that expect perfection a glossing over of issues during a stay. Because you took the time to let management know and have them fix it during your stay, the next guest will have a much better experience!!

I agree wholeheartedly that mousekeeping should have better standards - I used to clean hotel rooms in Niagara Falls, Ontario and we had every room we cleaned inspected by our manager, and if something wasn't done to standards, we had to fix it before the room was released to the front desk. I don't understand why a place such as DVC or any of the WDW resorts for that matter, shouldn't have room inspectors following behind the mousekeeping staff and okaying rooms for the next guests.

There is a difference between hotels and DVC...DVC units are normally at about 90-95% capacity all year long. Hotels usually do not run at that type of occupancy and can hold rooms back a little easier. Also, non WDW locations also don't normally have as many people checking in super early in the day to get to the parks. So there are some noticable differences between the styles of rooms, etc.

I would like to see DVC do some random room inspections between housekeepers, to see if there are those "systematic" problems....certain housekeepers not doing their jobs. But, Jim Lewis announced awhile ago that to save money and keep costs down, they would be relying on the owners to help them by reporting problems in the rooms.....I hope that one day we get back to DVC doing it as well, right now that just isn't the case.

For some reason both villas were under one reservation number and the lead name was not mine or my DH's.

While they are both under the same reservation number, they typically would have asked at booking the guests for each room. Whichever persons names was given first, would have had the "lead" on that reservation. So, if you book a room and its you and your parents staying there...if you first gave your fathers name, his name would have been listed as "lead" and not yours. It doesn't affect anything with check in or check out, but as you experienced, could be confusing if someone trys to look you up at the front desk.

 

[OrangeCountyCommuter]

I am assuming you are referring to the non-cleaned room including the dishes not being washed which I would suggest all falls into one category. The room was not cleaned. I agree that ideally, this should never happen but I would expect it to from time to time.

If you are not, curious, how do you not let these things happen:

a. Dryer eventually breaking
b. Door eventually breaking
c. Drain eventually stopping up
d. Bed eventually breaking

If you can figure that out... please let me know...

In the past few months in my house the following have broken

1. Dryer heating element. (No warning)
2. Dishwasher started shooting water into the kitchen (no warning)
3. Disposal gave up the ghost and died (no warning)
4. TV in the kitchen. (No warning)

I don't know why having these same type of things in my villa at Disney makes them "breakproof" The nice thing there is that at least at Disney someone else has to deal with the repair men etc...

 

[DebbieB]

I assume you're referring to the reservation issue. I most certainly did double check and have a copy of the reservation with everyone's name included right in front of me. I also did online check in and everything was correct on the reservation then. I'm not sure how many more times I could " double check".

Disney's IT is bad. It's a joke to think they are going to put it into the hands of the members.

 

[Kinley'sMom]

Thank you for taking out time from your vacation to let us know the problems. Those were big issues and you had every right to be frustrated.

I hope the rest of your vacation is so magical it makes up for the unpleasantness experienced with your villas.

Thanks and we are having a great time. Two of our guests got engaged Sunday night at MK in front of the castle. Definitely magical!!!

Now you guys can debate the issue if you want but I'm heading out to the parks!!

 

[iluveeyore]

Thanks and we are having a great time. Two of our guests got engaged Sunday night at MK in front of the castle. Definitely magical!!!

Now you guys can debate the issue if you want but I'm heading out to the parks!!

How wonderful! Tell them congratulations from your fellow DIS'ers! Have a wonderful time during the rest of your stay - I'd be jealous, but I'll be at OKW in 3 short months, so I'll keep planning and DIS'ing, and then it will be my turn!

 

[dzorn]

For some reason both villas were under one reservation number and the lead name was not mine or my DH's.

That is odd. When you gave the guest name did you list your DH or you first? I always assumed the first name I gave was going to be the lead name.

Now go back to having fun and ignore us!

Denise in MI

 

[smjj]

If you can figure that out... please let me know...

In the past few months in my house the following have broken

1. Dryer heating element. (No warning)
2. Dishwasher started shooting water into the kitchen (no warning)
3. Disposal gave up the ghost and died (no warning)
4. TV in the kitchen. (No warning)

I don't know why having these same type of things in my villa at Disney makes them "breakproof" The nice thing there is that at least at Disney someone else has to deal with the repair men etc...

But all these things happened when they checked in. Daily mousekeeping and follow up by their supervisor before the room is release should have caught most if not all of these issues. I also find it hard to believe that no one had complained about these issues for this room before. Remember, she also stated half of the room was not cleaned and there were dirty dishes in the cabinets. I do aggree that things break and should get fixed and can only get fixed if reported. As dues paying members we owe it to ourself's to report these issues. Having said that it is also part of their responsibility to ensure things work or get fixed when reported or noticed by us or mousekeeping or their supervisor who is suppose to inspect each room before it is released to the front desk..smjj

 

[tjkraz]

As a resort guest, I know that I would be incensed if I walked into a room like the one OP described. However as a businessman I know that all it takes is one rogue employee not performing up to standards to lead to such an experience.

Glad that OP reported everything and hope management takes proper steps to resolve the apparent staffing issue.

Jim Lewis announced awhile ago that to save money and keep costs down, they would be relying on the owners to help them by reporting problems in the rooms.....I hope that one day we get back to DVC doing it as well, right now that just isn't the case.

Well, I don't know that I would characterize the comments in quite that manner. He didn't say that they were laying-off workers or otherwise intentionally running with short staff. He didn't tell members that they needed to fend for themselves. He simply reiterated that members should not wait until they return home to complain; that resort management is ready, willing and able to resolve problems as they occur.

Such issues are a challenge for any manager. You have to consider how often the problem occurs, what it would cost to put additional safeguards into place and the ancillary impact of such changes.

Adding an additional layer of supervisory approval to room cleanings would collectively cost members hundreds-of-thousands of dollars per year. It would also lead to additional delays in ALL members gaining access to their villas. If instances such as this are relatively rare, it probably is not worth the cost.

There are 3000-4500 villas at Walt Disney World now. Granted the DIS is only a small snapshot of all DVC members but we only hear truly dreadful stories like this...what...once a week? A couple times per month?

No business can achieve total satisfaction. But it all goes back to how much more Disney would have to spend in order to reduce these occurrences to any degree. In this case, it isn't even their own money they are spending since members pay the dues. But Disney still has to make reasonable judgements when deciding how to tackle these problems.

 

[eliza61]

If you can figure that out... please let me know...

In the past few months in my house the following have broken

1. Dryer heating element. (No warning)
2. Dishwasher started shooting water into the kitchen (no warning)
3. Disposal gave up the ghost and died (no warning)
4. TV in the kitchen. (No warning)

I don't know why having these same type of things in my villa at Disney makes them "breakproof" The nice thing there is that at least at Disney someone else has to deal with the repair men etc...

I'll tell you why because one would assume that a place who's business it is would not have some type of maintence schedule. When you are in the hospitality field you don't think they are "breakproof" you should be thinking they are breaking more often. Disney is lazy, they aren't thinking they are breakproof, they don't give a hoot and are saying "we'll wait until they do break".

I own a beach rental property at the Jersey shore and no way no how would I allow this.
We purchase commercial washers and dryers. we do not wait until the pieces start to break. we "guesstimate" how often they get used and the average life of a product. If a washers is slated to last 10 years, we start quality checks at year 5. No we cannot know when a heater element will fail but we do know they have a higher failure rate as the machine gets older, so guess what, we start checking the heating mechanism 1/3 way into the life of the machine. We check the equipment after each and every rental. We open the dryer and washer doors and see if there is damage, we run a cycle to make sure it's working. How the heck does the maid clean the tube between guest and not notice that the tube drain isn't working? Now if it breaks while they are there (rarely) that's a different story but a door falling off? Really, that's acceptable for you?

Sorry this crap about Disney cannot control these issue is hogwash. I'd have my management companies head on a plate if I ever, ever had one of my units in the condition op state. A BROKEN BED!! Are you freakin kidding me?