Back from BWV......Very Disappointed and Disgusted

[haredi]

It has been that way for years, too many people calling the Front Desk of the hotel before they arrive, asking for room requests, etc. etc. the staff spent too much time on the phone and not enough at the desk.

The call center agents all answer as if they are at the Front Desk, I am really surprised you have not seen us talk about this before.

We have always spoken to someone at the desk at the AKL. I've actually taken down names and gone to the front desk to speak with them. I had never heard that before.

 

[Sammie]

We have always spoken to someone at the desk at the AKL. I've actually taken down names and gone to the front desk to speak with them. I had never heard that before.

If you did, it was because the Call Center actually transferred you to the Front Desk. All calls from the rooms to Front Desk are routed to the Disney Call center, just as all calls coming into the resort are.

 

[haredi]

If housekeeping starts its day at 8:00 AM and it takes less than an hour to clean and prep a studio, than a studio might be ready for occupancy as soon as 9:00 AM. Does that mean that a DVC member has to wait 7 hours before they can move into the room?

Setting an arbitrary availability time of 4:00 PM only makes sense if housekeeping utilizes all of that time to clean the rooms. If a room has been cleaned, inspected, and marked available for the next guest at 10:00 AM, what would be gained by waiting until 4:00 PM to release to room? If it means that the room could undergo a second or third inspection -- and more cleaning, if necessary -- it begs the question "Why was the room marked available in the first place?"

I understand what you are saying, however, we have had issues at AKV twice now. We checked in one night after 9 and it looked like a bunch of college kids had been partying in there a week! It was disgusting!

Another time, we checked in late because we went to the parks first and woke up the following morning to find dried vomit on the bottom of the pullout bed that had not been changed.

The call center was responsive and the hotel was apologetic and we received a $200 voucher.

 

[BWV Dreamin]

Actually, dried blood can transmit disease, Hep B for example. As a laboratorian, it is not something to be taken lightly.



http://www.ccohs.ca/oshanswers/diseases/hepatitis_b.html
Canada, but from my training the US is the same.



http://www.osha.gov/SLTC/etools/hospital/lab/lab.html

Most excellent post!!!

 

[disneynutz]

We have always spoken to someone at the desk at the AKL. I've actually taken down names and gone to the front desk to speak with them. I had never heard that before.

We have gone to the Front Desk to speak to the CM that we just got off of the phone with and we were told that our call went to a call center.

Now if we need to call, I just tell them that the Front Desk told me to call back and they transfer me.

Bill

 

[disneynutz]

Rooms are not inspected any longer which is another problem.

I thought that Bilby stated at the December meeting that she was increasing our dues to pay for additional inspections and Mousekeepers?

Bill

 

[Crissup]

I thought that Bilby stated at the December meeting that she was increasing our dues to pay for additional inspections and Mousekeepers?

Bill

I know that Claire has heard our complaints. And I belie e she is serious about fixing the problems. But I also have to believe things don't happen at warp speed inside Disney and we have to give her time.

 

[haredi]

We have gone to the Front Desk to speak to the CM that we just got off of the phone with and we were told that our call went to a call center.

Now if we need to call, I just tell them that the Front Desk told me to call back and they transfer me.

Bill

Perhaps its because its usually been later at night? I'm thinking back, and it's always been when I've been calling because there's an issue. Most of the time, that's been after we check in on a Friday evening.

Now I know if I need to call again when I'm there and can also tell them I am calling the Front Desk back. I guess the hope is I won't need them!

 

[DisDaydreamer]

Thank you for the voice of reason regarding a forced 4pm checkin

I think the poster this response was referring to was more referring to our (DVC members) ongoing expectations of getting a room early. Even though we know it is not guaranteed we still expect it at least a certain percentage of the time. If there were an enforced time we would not be disappointed or angry when we have to wait. Alas, the bottleneck that would be created would be even more intolerable. DVC knows that... so, we live with pushing them to get the job done fast so we can get into our room when we arrive.

 

[Sammie]

Perhaps its because its usually been later at night? I'm thinking back, and it's always been when I've been calling because there's an issue. Most of the time, that's been after we check in on a Friday evening.

Now I know if I need to call again when I'm there and can also tell them I am calling the Front Desk back. I guess the hope is I won't need them!

That is very possible if it was very late at night, I am not sure if the Call Center is open 24 hours.

 

[Sammie]

I thought that Bilby stated at the December meeting that she was increasing our dues to pay for additional inspections and Mousekeepers?

Bill

Don't know I was not there.

 

[DisDaydreamer]

Many years ago, I participated in a productivity workshop... It left a lasting impression of this...

In most everything we do it comes down to this...

Quality... Time... Cost

Pick any two. You can't have all three.

If you want:

Quality and fast... it will cost more.
Quality and cheap... it will take longer.
Fast and cheap... you loose quality.

I love this equation...

 

[jacesmommy]

We knew that and weren't concerned about "contacting" anything. Like my title said, we were disgusted. It was just gross. I understand that housekeepers aren't perfect, but cleaning a room is what they are paid to do. Do they not check the washer and dryer when they are cleaning? If they did, then they would have seen the blood. Trust me, they wouldn't have missed it.

I'm with you on this one!! Just makes you wonder what else they missed! I'm sure ANYONE who finds this in their room will absolutely be disgusted.

 

[jacesmommy]

I think the poster this response was referring to was more referring to our (DVC members) ongoing expectations of getting a room early. Even though we know it is not guaranteed we still expect it at least a certain percentage of the time. If there were an enforced time we would not be disappointed or angry when we have to wait. Alas, the bottleneck that would be created would be even more intolerable. DVC knows that... so, we live with pushing them to get the job done fast so we can get into our room when we arrive.

Then they need to hire more staff. They have the $$.... having dried bodily fluids is simply not acceptable.

 

[Sammie]

I think the poster this response was referring to was more referring to our (DVC members) ongoing expectations of getting a room early. Even though we know it is not guaranteed we still expect it at least a certain percentage of the time. If there were an enforced time we would not be disappointed or angry when we have to wait. Alas, the bottleneck that would be created would be even more intolerable. DVC knows that... so, we live with pushing them to get the job done fast so we can get into our room when we arrive.

Exactly, staggered check in is fine as long as everyone will just take a deep breath and quit complaining that someone got a room before them. I have seen so many people at the Front desk prior to 4pm, having a hissy fit over the fact they have been waiting for a room for hours.

If some get their room early consider yourself blessed, if they don't then they need keep their mouth shut until at least 4pm. This constant pressure to get a room before 4 is making the situation worse of rushing the housekeeping staff.

As to the bottleneck I am not so sure. We stay in timeshare resorts much larger than the DVC ones and check in is a mandatory 3pm and there is never a horrible delay.

 

[crisi]

Then they need to hire more staff. They have the $$.... having dried bodily fluids is simply not acceptable.

You realize that you are saying "we" have the money - housekeeping charges are marked up and passed directly on to us in the form of dues.

I don't expect mousekeeping to be checking the inside of the washer or dryer. Yes, its disgusting and gross, but that is going to be such a rare event that it is not something that needs to be added to SOP.

 

[Deb & Bill]

You realize that you are saying "we" have the money - housekeeping charges are marked up and passed directly on to us in the form of dues.

I don't expect mousekeeping to be checking the inside of the washer or dryer. Yes, its disgusting and gross, but that is going to be such a rare event that it is not something that needs to be added to SOP.

Exactly. They would have found the $50 bill in the washing machine at BCV that I found instead. All they do is place a box of detergent on top of the washer.

 

[LSchrow]

Exactly. They would have found the $50 bill in the washing machine at BCV that I found instead. All they do is place a box of detergent on top of the washer.

was there a picture of Ulysses S. Grant on the bill? if so, i can claim it, right?

 

[eliza61]

That's ridiculous. Then why the heck does it say "front desk" on the phone if that's not who you are calling?

LOL. I totally agree DM3. I've always found it ridiculous that if I have a problem with my room I have to get a call center in Kalamazoo or some such nonsense. might as well be in India.

I should not have to leave my room and go to the front desk to get service.

But I'm one of the few that feels that Disney deluxe is a "faux" deluxe.

 

[eliza61]

You realize that you are saying "we" have the money - housekeeping charges are marked up and passed directly on to us in the form of dues.

I don't expect mousekeeping to be checking the inside of the washer or dryer. Yes, its disgusting and gross, but that is going to be such a rare event that it is not something that needs to be added to SOP.

I guess I'm different then. I much rather pay the price and have excellent service then this piss poor crap that disney calls mousekeeping. I'm sick of having to call the desk because of basic cleaning issues. It took disney 3 freakin days one trip to clean the cigarette butts off of the balcony. 3 days AFTER I complain. and yes it was an issue because we love to end the day sitting on our balcony.

Why can't housekeeping check the washers and dryers at the beginning of each day? My son did when he worked at the laundrymat. That was part of his duties, to keep the machines clean. people leave clothes all the time in the dryers and washers. Seems like a simple thing. not like they are 500 machines in the laundry rooms. what are there 10 tops.

Very easy. Open lid, remove any left over clothes, wipe out drum with clean cloth, close lid.

LOL and people tease me about double checking the appliances when I get to a disney villa, I know they aren't cleaned. Yuck.

Op, sorry about the issues. I would have been p.oed also.