Aulani Housekeeping - the worst I've experienced!

[OhioDVC]

We just left Aulani after a 13 night stay. The housekeeping staff and supervisors are the worst we have experienced in our full time living in our timeshares for the last 20 months. The worst out of 50+ reservations!!

We checked in Feb 1st and checked out Feb 14th.

Housekeeping schedule:
Feb 4th full cleaning
Feb 8th thrash/tidy
Feb 13th full cleaning

With approval of housekeeping supervisor the full cleaning on the 13th was moved to the 12th.

Feb 4th - full cleaning good job!

Feb 8th - no trash and tidy. Called housekeeping at 4:30 and they said they forgot us and would send someone right up. They changed out the towels and emptied the trash and that's it. No amenities were replaced and there was less than 1/8 of a roll of toilet tissue. Went to the front desk and got supplies.

Feb 9th nothing scheduled but got trash and tidy - here again not everything was done

Feb 11th - trash and tidy, about half the amenities were replaced.

Feb 12th time for full cleaning - maid refused to accomplish full cleaning, said that her schedule showed trash and tidy only.

Feb 13 - maid came and refused to do full cleaning "since you are leaving tomorrow, no need to clean your room." Asked if we needed any supplies refilled but twice refused to do the full cleaning.

Spoke with front desk supervisor who said all the right things but really didn't care.

I'm sending a complaint in to DVC and ask for a $50 credit towards my maintenance fees due to the Aulani housekeeping staff refusing to do the full cleaning but I paid MX fees for the cleaning.

I love everything else about Aulani but I am getting really tired of DVC cheating members out of housekeeping that we have paid for in our MX dues.

This was our 4th stay at Aulani and the same thing happened on 3 out of the 4 stays. It seems like Aulani housekeeping can not comprehend someone staying longer than a one week stay.

We own a total of 9 different timeshares including DVC. We have more trouble with DVC then all the others combined!

 

[Iceman93]

I guess my first thought is that you're been REALLY lucky if this is the worst housekeeping service you've experienced in 50 reservations over the course of 20 months. Overall, it sounds like you actually got more than you paid for or should have expected.

That being said, we had similar issues during our last 11-night Aulani stay. We paid for an extra full cleaning during our stay, and were getting random trash & tidies and full cleans throughout. A couple of times we turned the housekeeper away saying that we had just gotten service the previous day. When I spoke to the front desk about it, they removed the charge for the extra full clean, no questions asked. We weren't looking for that, just for them to improve their scheduling process, but it illustrated the kind of outstanding guest service that is an Aulani hallmark.

 

[KAT4DISNEY]

It certainly sounds mixed up but it isn't like the never came and if I'm counting correctly they did trash and tidy 3 extra times. Now I'm not saying that it shouldn't follow the schedule - it should - but if that was the worst I wouldn't consider that to be bad at all. For whatever reason there are often reports of problems when a schedule is changed so we've never tried.

Our housekeeping experience at Aulani was fine. In fact I'd guess they probably checked on the room every day and we had no complaints.

 

[bwvBound]

Housekeeping schedule:
Feb 4th full cleaning
Feb 8th thrash/tidy
Feb 13th full cleaning

Feb 8: Contradiction in terms?

 

[dallastxcpa]

We just left Aulani after a 13 night stay. The housekeeping staff and supervisors are the worst we have experienced in our full time living in our timeshares for the last 20 months. The worst out of 50+ reservations!!

We checked in Feb 1st and checked out Feb 14th.

Housekeeping schedule:
Feb 4th full cleaning
Feb 8th thrash/tidy
Feb 13th full cleaning

With approval of housekeeping supervisor the full cleaning on the 13th was moved to the 12th.

Feb 12th time for full cleaning - maid refused to accomplish full cleaning, said that her schedule showed trash and tidy only.

Feb 13 - maid came and refused to do full cleaning "since you are leaving tomorrow, no need to clean your room." Asked if we needed any supplies refilled but twice refused to do the full cleaning.

Spoke with front desk supervisor who said all the right things but really didn't care.

I'm sending a complaint in to DVC and ask for a $50 credit towards my maintenance fees due to the Aulani housekeeping staff refusing to do the full cleaning but I paid MX fees for the cleaning.

I love everything else about Aulani but I am getting really tired of DVC cheating members out of housekeeping that we have paid for in our MX dues.

This was our 4th stay at Aulani and the same thing happened on 3 out of the 4 stays. It seems like Aulani housekeeping can not comprehend someone staying longer than a one week stay.

We own a total of 9 different timeshares including DVC. We have more trouble with DVC then all the others combined!

You know even if you did get extra trash and towel days I find it very disturbing that the maid refused to clean your room. And once you brought it up to the front desk they should have had someone up their ASAP with a housekeeping manager apologizing profusely.

 

[Deb & Bill]

Was your reservation all one reservation or did you link reservations to get the 13 night stay? I know that messes it up all the time. At BLT we had two reservations linked and it messed up our housekeeping badly.

 

[OhioDVC]

This was one reservation, nothing was linked.

3 or 4 Trash/Tidies done half correct do not equal a full cleaning where the sheets are changed, the carpets are vacuumed, kitchen cleaned, etc.

Thrash/Tidy - sorry professor, I'm not a clerk typist by trade.

I don't know where you stay but yes, out of 50+ stays this is the WORST housekeeping services I've received. Mostly because I have never had housekeeping REFUSE to perform their scheduled duties. I've never had housekeeping refuse to clean the room because I was checking out the next day. I've never had housekeeping not resupply toilet tissue.


Funny side note:

We left Aulani, spent 3 nights in San Diego (Wyndham Harbor Lights - room was PERFECT!) and are now at Grand Floridian Villas. Housekeeping did a great job on the room, but there are 3 packages of automatic dishwashing soap under the sink. The studio doesn't even have a dishwasher. This is all little stuff but it adds up to our dues going up unnecessarily.

 

[patsal]

I thought I was the only who was ever refused house keeping that I paid for in my dues! Last year at BCV they didn't do my trash and towel on day four and when I questioned the front desk, I was told it really doesn't matter since you leave tomorrow anyway....well yes it does as I put all towels in the tub to assist housekeeping and now I have no dry towels to shower with! BTW member sevices never even got back to me about my complaint, which is a shame as I am sure if I scanted my dues by the amount of T/T they would point that out to me!

 

[huhwhat]

who cares...you're at Aulani !!!!!!!!!!!!!!

 

[dianeschlicht]

Was your reservation all one reservation or did you link reservations to get the 13 night stay? I know that messes it up all the time. At BLT we had two reservations linked and it messed up our housekeeping badly.

Yes, we have had that issue too. We once had a linked reservation for 11 nights and did not ever get anything other than T&T service.

 

[Mousewerks]

who cares...you're at Aulani !!!!!!!!!!!!!!

We all should care. It is not that hard to get housekeeping correct. The fact that it is not being done correctly seems to be systemic management problem at DVC. Has anyone ever called Member Services to complain about housekeeping? the dvcmembersatisfaction email should be heavily used as well. If we don't complain about it, it'll probably never get fixed.

 

[OhioDVC]

We all should care. It is not that hard to get housekeeping correct. The fact that it is not being done correctly seems to be systemic management problem at DVC. Has anyone ever called Member Services to complain about housekeeping? the dvcmembersatisfaction email should be heavily used as well. If we don't complain about it, it'll probably never get fixed.

You are absolutely RIGHT!!

I've seen a steady decline in member services from DVC over the years (member since 93). If we keep quite, DVC will keep reducing services but still charge us our maintenance fees for the services they are not providing.

It is basically a matter of fraud. DVC is charging for services they have no intention of fulfilling. I'm required to prepay for housekeeping who four times (two different housekeeping staff, twice each) refused to perform services already paid for.

 

[OhioDVC]

Before our stay at Aulani we stayed two and a half weeks at Wyndham Waikiki Beach Walk. Housekeeping was PERFECT! On schedule and over and above what was promised.

Also, wherever we passed the housekeeping staff in the hall when we were coming or going they ask us if we need any extra supplies and gladly handed over ANYTHING we needed with a smile.

I'm usually down on Wyndham but I've notice a positive upturn in service with Wyndham and a definite downturn in service with DVC.

 

[Best Aunt]

What OP said:

Feb 8th - no trash and tidy. Called housekeeping at 4:30 and they said they forgot us and would send someone right up. They changed out the towels and emptied the trash and that's it. No amenities were replaced and there was less than 1/8 of a roll of toilet tissue. Went to the front desk and got supplies.

What the Member website says in the Aulini section:

"With Trash & Towel service, Housekeeping will:

Empty trash and replace liners in trash bins.
Provide fresh bathroom linens.
Replace bath amenities as needed.
Replenish facial tissues, paper towels and toilet paper.
Replenish coffee, sugar, cream and sweeteners."

I understand OP's frustration, particularly with the scheduling issues. But I wonder if OP was expecting housekeeping to "tidy" and replace all bath amenities, when "tidying" isn't supposed to be part of the service, and the bath amenities are only supposed to be replaced "as needed."

 

[disneynutz]

These housekeeping issues are no different than what we have experienced at several of the DVC resorts. Sometimes they show up, sometimes they don't. I don't think that they have ever replaced towels, they normally leave fresh ones on the kitchen table.

Bill

 

[crisi]

What OP said:


What the Member website says in the Aulini section:

"With Trash & Towel service, Housekeeping will:

Empty trash and replace liners in trash bins.
Provide fresh bathroom linens.
Replace bath amenities as needed.
Replenish facial tissues, paper towels and toilet paper.
Replenish coffee, sugar, cream and sweeteners."

I understand OP's frustration, particularly with the scheduling issues. But I wonder if OP was expecting housekeeping to "tidy" and replace all bath amenities, when "tidying" isn't supposed to be part of the service, and the bath amenities are only supposed to be replaced "as needed."

The OP has spent months staying at DVC resorts as well as staying at other timeshares. I suspect he knows there is no tidy in trash and tidy. But their should have been toilet paper replenished. And the housekeeping staff has no idea what "as needed" means. They need to be replaced every time, unless mousekeeping has started reading minds to know what is "needed."

Moreover, there is no excuse for refusing to clean on your full cleaning day - even if you are leaving tomorrow. That's a huge problem.

 

[SandyinMonterey]

Been to Aulani twice, both 7 days stay. I had to call on more than one occasion for toilet paper. Did not have any sheets, blankets or extra pillows for pull out bed. Never had bath amenities replenished, or the coffee, sugar, etc. I thought they just never gave you more once you used them....shame on me for not paying attention/knowing. I don't know the schedule for mousekeeping, I should.

 

[a742246]

To OHIODVC I know this is going off topic but how did your year long vacation go? The last time I read about your travels was last June.

 

[OhioDVC]

The OP has spent months staying at DVC resorts as well as staying at other timeshares. I suspect he knows there is no tidy in trash and tidy. But their should have been toilet paper replenished. And the housekeeping staff has no idea what "as needed" means. They need to be replaced every time, unless mousekeeping has started reading minds to know what is "needed."

Moreover, there is no excuse for refusing to clean on your full cleaning day - even if you are leaving tomorrow. That's a huge problem.

After being a DVC member for 20+ years and living full time in timeshares for 21 months I do understand what is required for Trash and Tidy.

Housekeeping only replaced bath towels and emptied trash. Housekeeping DID NOT replace any amenities to include almost empty toilet paper, empty shampoo and conditioner and almost empty bath gel as per the member's guide.

I do not expect housekeeping to do any cleaning or tiding up on the Trash/tidy. I only expect/want what I pay for in my maintenance fees.

Today, we received Trash and Tidy at OKW and EVERYTHING was complete per the member's guide. FINALLY

Off to St Thomas tomorrow staying with Wyndham for 2 weeks and then back to SSR for 2 weeks. We'll see how housekeeping compares again with Wyndham.

Off topic but... My four Princesses (Wife, daughter, sister-in-law and niece) just finished the Princess Glass Sleeper challenge at WDW. CONGRATS!! Wife ran the half marathon, 13.1 miles in 1:47. Great for a 55 year old.

 

[kittyab]

What did DVC say when you filed the complaint?