Condom in bed..

[Nancyg56]

Yeah, but in one case, it's a glitch in the software or simple human error. In another case, it's deliberate oversight or malice. So it does kind of matter. The first could happen anywhere. The second most certainly should not happen at Disney. I'm not going to stay in any hotel that allows that to go on. There are so many ways to insure it doesn't.

I cannot see malice as the cause here. I do see some sort of breakdown though, and that is what needs to be addressed. I had some trouble following the entire chain of events, but if I understood correctly, management agreed to let this family stay in that room and have it cleaned in the morning. I honestly do not care whose idea that was, and how insistant the guest was, this is where the training needs to be focused. THat room was not cleaned. The root cause behind that error is negligible when compared to a manager knowing that a room was not clean and still allowing the family to sleep in it.

I am not sure why the OP agreed to this solution, or whose idea it was in teh first place, but IMO this is where the entire fail begins and ends. Yes, the OP's anger escalates after this, but the avalanche of complaints would never have occured had that manager refused to let them stay there until morning before it was "deep cleaned"

What the heck is that anyway? I know Disney does a VIP cleaning under specific circumstances, btu I would not trade remaining in dirty room so tha I could benefit from VIP cleaning the following day.

No, glitches happen. They happen becuase we are all human and we all make mistakes. Disney is no diffeent than any other place, it employs humans.

Regardless of human error, or negligence, Disney needed to make it right. It was awful.

That being said, I do think there's a difference between a negligent housekeeper vs human error or a computer error.

I cannot see that disaster as done by a lazy housekeeper. That would just be outrageous IMO. It wasn't just an oversight while she cleaned the room, like "oops." Lol.

I dont think it matters from a guest point of view. From Disney management, yes. Was the housekeeping staff so short that there was no one to check rooms, or that the housekeeper ended up going so quickly that it was inevitable that a room got overlooked?

I stay at a lovely little hotel in NYC with I travel with my granddaughter. Before I enter the room, the housekeeping manager or supervisor inspects the room. They do this for every room. After that, the room is released for occupancy. All ot would take is one or two more employees per shift at every resort to provide this failsafe. Computers make errors, and peole make mistakes. One more set of eyes is a small price to pay so that this kind of chaos is not repeated.

 

[maxiesmom]

d?

I stay at a lovely little hotel in NYC with I travel with my granddaughter. Before I enter the room, the housekeeping manager or supervisor inspects the room. They do this for every room. After that, the room is released for occupancy. All ot would take is one or two more employees per shift at every resort to provide this failsafe. Computers make errors, and peole make mistakes. One more set of eyes is a small price to pay so that this kind of chaos is not repeated.

Remember when Disney used to always escort guests to their rooms upon arrival? They had those little carts zipping all over, and it was a very nice touch. I'm guessing it was more than one or two CMs though.

 

[Planogirl]

How could the room have been overlooked? Wasn't the bed in question made? I can't see someone leaving a condom in a bed and then making it before departing.

 

[mom2rtk]

I think it matters in that they need to know where the problem happened. Was it a lazy or overworked housekeeper? Or was it a computer problem? Or was someone able to get into the room and use it for a few minutes?

They can't fix the problem until they know what the problem exactly is.

Of course Disney needs to know where the problem came from so they can address it and prevent it from happening again. My only point was that it doesn't matter to the customer. The end result was the end result. Even if it's "just" a computer error, it's still Disney's computer, manned with Disney employees. And it needs to be investigated so they can find ways to minimize the chances of it happening again (more training, more staffing, firing those who make repeated errors like this).

 

[12jdc]

Yep, it does matter that is why I said I suggested it be escalated up the chain because the matter wouldn't have ended with an upgrade to another resort which the guest found inconvenient for her stay if a hotel inspector had been assigned this room ( and I am not saying or suggesting guests need to act like hotel inspectors, I am just saying Disney got off easy) You wouldn't contact OSHA (not what I meant or said in my first post) but it doesn't stop at nighttime management because they dealt with it and assume they will move it up the chain through their processes (it was already assumed there would be a clean room available).

There was a FAILURE in the processes Disney uses in order to be compliant with standards and regulations necessary in order to keep staff and guest safe. These processes need to be reviewed to identify where the failure mode was because there was a risk event that had the potential to inflict major risk/injury. I stated she should escalate it and not trust Disney's normal process because the incident needs red flagged so the review process can begin asap in order to identify if it was a lone issue or a trend and to identify what part of the process failed.

Although, Disney tried to rectify the issue, it didn't meet the satisfaction of the guest for whatever reason. It doesn't matter if her complaints are nonsensical it is the customers perception of the matter. She felt she was the one paying for Disney's mistake. She felt inconvenienced and that Disney really didn't care what she wanted and maybe they didn't understand what she wanted at the time because she was upset and tired.

I stated I didn't think they got the severity of the issue because no one gave her a contact number to follow up with and it doesn't sound like anyone checked in with her again (I am so sorry about your inconvenience, how are you doing now, what can we do to make your stay more accommodating to what you expected, are you satisfied with our response to your problem).

I think that is it for me. I feel like I am at work not what I intended when I signed up for these boards but I really felt horrible for this poor mother I had to say something in response to her situation that I found horrifying.

 

[mom2rtk]

I cannot see malice as the cause here. I do see some sort of breakdown though, and that is what needs to be addressed. I had some trouble following the entire chain of events, but if I understood correctly, management agreed to let this family stay in that room and have it cleaned in the morning. I honestly do not care whose idea that was, and how insistant the guest was, this is where the training needs to be focused. THat room was not cleaned. The root cause behind that error is negligible when compared to a manager knowing that a room was not clean and still allowing the family to sleep in it.

I am not sure why the OP agreed to this solution, or whose idea it was in teh first place, but IMO this is where the entire fail begins and ends. Yes, the OP's anger escalates after this, but the avalanche of complaints would never have occured had that manager refused to let them stay there until morning before it was "deep cleaned"

What the heck is that anyway? I know Disney does a VIP cleaning under specific circumstances, btu I would not trade remaining in dirty room so tha I could benefit from VIP cleaning the following day.

No, glitches happen. They happen becuase we are all human and we all make mistakes. Disney is no diffeent than any other place, it employs humans.



I dont think it matters from a guest point of view. From Disney management, yes. Was the housekeeping staff so short that there was no one to check rooms, or that the housekeeper ended up going so quickly that it was inevitable that a room got overlooked?

I stay at a lovely little hotel in NYC with I travel with my granddaughter. Before I enter the room, the housekeeping manager or supervisor inspects the room. They do this for every room. After that, the room is released for occupancy. All ot would take is one or two more employees per shift at every resort to provide this failsafe. Computers make errors, and peole make mistakes. One more set of eyes is a small price to pay so that this kind of chaos is not repeated.

I totally agree it was a mistake to allow the family to stay that night and do the deep clean in the morning. Once you see the room was not cleaned, you never know what else they might find. That's how you end up with a child in bed with a used condom.

And I agree that it absolutely matters what caused the issue from Disney's perspective. My point when I said it didn't matter was that it did not matter from the guest's perspective. I just got the impression that some were trying to excuse it as "just" a computer error. I get annoyed when people blame the computers. Computers and systems are owned and staffed by companies and it should not be used as a cop out to blame those systems.

 

[Nancyg56]

How could the room have been overlooked? Wasn't the bed in question made? I can't see someone leaving a condom in a bed and then making it before departing.

Was it? Or was it straightened? We do not know. I can only tell you that it does not matter where I stay, I straighten the bed. It makes me nuts if it's messy. I don't leave a bathroom messy either, so the whole thing is s mystery. I think that we have a very condensed version of the initial conversation with management, so it's not possible to know why the problem went further than the initial check of the room. I have problems seeing any further because I would not have gotten past the bathroom before I dragged a manager out of bed to fix that faux pas.

Yep, it does matter that is why I said I suggested it be escalated up the chain because the matter wouldn't have ended with an upgrade to another resort which the guest found inconvenient for her stay if a hotel inspector had been assigned this room ( and I am not saying or suggesting guests need to act like hotel inspectors, I am just saying Disney got off easy) You wouldn't contact OSHA (not what I meant or said in my first post) but it doesn't stop at nighttime management because they dealt with it and assume they will move it up the chain through their processes (it was already assumed there would be a clean room available).

There was a FAILURE in the processes Disney uses in order to be compliant with standards and regulations necessary in order to keep staff and guest safe. These processes need to be reviewed to identify where the failure mode was because there was a risk event that had the potential to inflict major risk/injury. I stated she should escalate it and not trust Disney's normal process because the incident needs red flagged so the review process can begin asap in order to identify if it was a lone issue or a trend and to identify what part of the process failed.

Although, Disney tried to rectify the issue, it didn't meet the satisfaction of the guest for whatever reason. It doesn't matter if her complaints are nonsensical it is the customers perception of the matter. She felt she was the one paying for Disney's mistake. She felt inconvenienced and that Disney really didn't care what she wanted and maybe they didn't understand what she wanted at the time because she was upset and tired.

I stated I didn't think they got the severity of the issue because no one gave her a contact number to follow up with and it doesn't sound like anyone checked in with her again (I am so sorry about your inconvenience, how are you doing now, what can we do to make your stay more accommodating to what you expected, are you satisfied with our response to your problem).

I think that is it for me. I feel like I am at work not what I intended when I signed up for these boards but I really felt horrible for this poor mother I had to say something in response to her situation that I found horrifying.

No one disputes that this turned into a fiasco. The room assignment needs to be addressed, as does the failure of the management team to refuse allowing the guest to remain in that room.

The rest? I'm sorry, the op refused to stay at POP, the likelihood of much inventory to choose fromeith the moderates was probably low, the op needed transport at that hour but had no car seats, was upset about the rain, and then never went back to POR to discuss the location issue. The OP needed to know what she wanted in order for Disney to make her happy but we still don't know what that was. If we don't, how do they?

It's okay to be mad. I would be. It's okay to want compensation that is reasonable, but I bet managers thought they did that. With the exception of the Cabins and POFQ, they gave the op their best moderate. At close to midnight they probably did not have much left to pick from. I doubt there was inventory or POFQ or the Cabins because those were offered as compensation when folks got irritated about the CBR construction.

At some point the OP is responsible for some of her own circumstances.

 

[lsyorke]

I stated I didn't think they got the severity of the issue because no one gave her a contact number to follow up with and it doesn't sound like anyone checked in with her again (I am so sorry about your inconvenience, how are you doing now, what can we do to make your stay more accommodating to what you expected, are you satisfied with our response to your problem).

This is key. The problem was pretty horrendous and that needed some pretty extensive customer service to make their visit "magical", which is what everyone pays for and expects from Disney. An upgrade to a resort, that the OP didn't book, to a room that was nothing that the OP wanted isn't "magical". No ,I wouldn't have stayed at Pop after that.

As for those picking apart every aspect of the OP's situation...that is sad to see when someone came here for assistance. She is rightfully upset at the situation. I wouldn't have been so accommodating if it had been my family.

OP enjoy your trip and never accept second best from a company that is known for and advertises excellence in service.

 

[adelaster]

As for those picking apart every aspect of the OP's situation...that is sad to see when someone came here for assistance. She is rightfully upset at the situation. I wouldn't have been so accommodating if it had been my family.

So much this. Not engaging with the posts, but have certainly hopped around the room and smacked my forehead multiple times. It might be better if the OP just never revisits the site. I seriously seriously do not understand the rational of some of the people sharing on here. A visit to Whoville is in order, and then a visit to this video by Brené Brown:

. She came here for help, guidance, and insight (a mistake I made when I first joined this site too, unfortunately) after she realized that the way her interaction with Disney went did not resolve an issue. Just hoping that enough of the helpful/understanding comments were useful and override the rest.

 

[Nancyg56]

So much this. Not engaging with the posts, but have certainly hopped around the room and smacked my forehead multiple times. It might be better if the OP just never revisits the site. I seriously seriously do not understand the rational of some of the people sharing on here. A visit to Whoville is in order, and then a visit to this video by Brené Brown:

. She came here for help, guidance, and insight (a mistake I made when I first joined this site too, unfortunately) after she realized that the way her interaction with Disney went did not resolve an issue. Just hoping that enough of the helpful/understanding comments were useful and override the rest.

I think that for the most part, we have not told the op that she should be happy. She wanted guidance and when asked what she wanted, she never told us. I asked. No one suggests that the room was acceptable, and I know I feel that in regards to the family staying in that room, the management team needs constructive feedback because even if the op did not recognize the room was not cleaned, the manager should have. I feel strongly that a follow up to guest relations is in order.

In terms of resort changes, in order to assist her, I need more info. What did she want? She says location. Okay, did she tell them that, and what aspect of location is important? Disney is good but cannot read minds.

I am not a Disney apologist, and I also have experienced a resort issue that I followed up on. I'm pretty good at assisting people to be successful in getting things they paid for but did not receive. I tried to get that from the op. She would not tell me. I know what she does not want: amenities or a pool.

If she sends the vent she posted to us, and receives a call, she needs to know what she wanted, what she asked for, and how management refused to help. That mishmash of frustration will not help her cause, nor will her refusal to speak to a manager after her move.

She wanted help but if the posts here are an indication of what Disney management had to work with, I understand why she is still in POR and unhappy.

 

[MrTMorrow]

Wow! Sorry for your horrible experience!

 

[adelaster]

I think that for the most part, we have not told the op that she should be happy. She wanted guidance and when asked what she wanted, she never told us. I asked. No one suggests that the room was acceptable, and I know I feel that in regards to the family staying in that room, the management team needs constructive feedback because even if the op did not recognize the room was not cleaned, the manager should have. I feel strongly that a follow up to guest relations is in order.

In terms of resort changes, in order to assist her, I need more info. What did she want? She says location. Okay, did she tell them that, and what aspect of location is important? Disney is good but cannot read minds.

I am not a Disney apologist, and I also have experienced a resort issue that I followed up on. I'm pretty good at assisting people to be successful in getting things they paid for but did not receive. I tried to get that from the op. She would not tell me. I know what she does not want: amenities or a pool.

If she sends the vent she posted to us, and receives a call, she needs to know what she wanted, what she asked for, and how management refused to help. That mishmash of frustration will not help her cause, nor will her refusal to speak to a manager after her move.

She wanted help but if the posts here are an indication of what Disney management had to work with, I understand why she is still in POR and unhappy.

That's completely fair, but I think it could have been communicated better overall and with more respect and empathy for the situation. Hindsight is 20/20 and maybe she didn't know how to ask for precisely what she wanted, or was too upset to articulate it in a way that everyone comprehended. Personally, I believe I understand what she wanted and didn't get, (no need to rehash at this point, but feel free to message me if you're curious on my take) and that she explained it well enough considering the circumstances. Can also easily see how others could not or did not. Regardless, that does not alter the fact that there was a lot of judgement, irrelevance, dismissive attitudes, and blatant apathy towards the OP that is just as unacceptable in my mind as a used condom in a bed. It's an awful situation, and I think the majority of us just want the OP to enjoy her vacation and get the resolution/follow-up she desires (and deserves) from the company, along with the assurance that Disney took the situation seriously. How we all communicate that message may vary, but the sentiment is the same.

 

[4leobeans]

I'm thinking if it's true, front desk screwed up. Somehow assigned a room that wasn't available. Because this is just huge stuff- it's like the room wasn't even made up let alone turned around.

I wonder that as well. The room wasn't cleaned, and shouldn't have been "available".

I once checked into my room (not Disney), and the tv and lights were on. The room looked "clean", but when I went into the bathroom, there were wet towels everywhere, it was not clean, and there was men's underwear on the floor.

I assumed that it was still in use. I called the front desk, they seemed surprised, asked me to to wait and they'd come check. They then moved me to another room.
I wasn't thrilled but it wasn't a huge deal. I didn't ask for, or expect anything (other than a clean room). They didn't offer anything (other than a different room).

I agree the condom in the bed is both gross and disturbing (sheets were not changed), but bugs in a hotel room in Florida don't seem surprising. Dirty underwear behind the toilet doesn't mean a pig stayed in the room...that seems easy to miss as the guest. It does suggest either housekeeping did a poor job, or didn't actually clean the room.

I can imagine that with small kids, a late arrival, and a crummy start to the the stay, would have have a huge pain the butt for the OP, and she's PO'd.

Personally, it seems as if hotel management addressed the issue appropriately.
1st issue (dirty bathroom) = 50% discount and offer to clean.
2nd issue (condom/dirty sheeets) = moved rooms (and upgraded entire stay).

 

[Westcoastwild]

That's completely fair, but I think it could have been communicated better overall and with more respect and empathy for the situation. Hindsight is 20/20 and maybe she didn't know how to ask for precisely what she wanted, or was too upset to articulate it in a way that everyone comprehended. Personally, I believe I understand what she wanted and didn't get, (no need to rehash at this point, but feel free to message me if you're curious on my take) and that she explained it well enough considering the circumstances. Can also easily see how others could not or did not. Regardless, that does not alter the fact that there was a lot of judgement, irrelevance, dismissive attitudes, and blatant apathy towards the OP that is just as unacceptable in my mind as a used condom in a bed. It's an awful situation, and I think the majority of us just want the OP to enjoy her vacation and get the resolution/follow-up she desires (and deserves) from the company, along with the assurance that Disney took the situation seriously. How we all communicate that message may vary, but the sentiment is the same.

Oh, come on. It's a public chat board. If you don't want to risk people disagreeing with you, don't post on the internet.

She wanted sympathy. I think largely we wanted to help, but there's no rule saying that we have to take her side 100%.

 

[Westcoastwild]

I wonder that as well. The room wasn't cleaned, and shouldn't have been "available".

I once checked into my room (not Disney), and the tv and lights were on. The room looked "clean", but when I went into the bathroom, there were wet towels everywhere, it was not clean, and there was men's underwear on the floor.

I assumed that it was still in use. I called the front desk, they seemed surprised, asked me to to wait and they'd come check. They then moved me to another room.
I wasn't thrilled but it wasn't a huge deal. I didn't ask for, or expect anything (other than a clean room). They didn't offer anything (other than a different room).

I agree the condom in the bed is both gross and disturbing (sheets were not changed), but bugs in a hotel room in Florida don't seem surprising. Dirty underwear behind the toilet doesn't mean a pig stayed in the room...that seems easy to miss as the guest. It does suggest either housekeeping did a poor job, or didn't actually clean the room.

I can imagine that with small kids, a late arrival, and a crummy start to the the stay, would have have a huge pain the butt for the OP, and she's PO'd.

Personally, it seems as if hotel management addressed the issue appropriately.
1st issue (dirty bathroom) = 50% discount and offer to clean.
2nd issue (condom/dirty sheeets) = moved rooms (and upgraded entire stay).

Right. I don't understand what else they could have done to make her happy, and I don't think she knows what she wanted anyway.

Someone mentions fast passes, but come on, fast passes for a room screw up? That wouldn't make me happy. There is no relationship between fast passes and room quality.

 

[mom2rtk]

Right. I don't understand what else they could have done to make her happy, and I don't think she knows what she wanted anyway.

Someone mentions fast passes, but come on, fast passes for a room screw up? That wouldn't make me happy. There is no relationship between fast passes and room quality.

If you're kept up late dealing with room issues and get to the parks later than expected the next day, FPs can help make up for lost time.

 

[marcyleecorgan]

*dancing a small jig screaming "EWWWWWWWWWWWWWWWWWW!!!!!"*

Okay I totally get why the OP was freaking out. Late arrival combined with rain, and an uncleaned room... a VERY uncleaned room... EWWWWWWWWWWWWWWWW.

I hope they were able to get some guidance from Guest Services. I do think Disney makes it difficult to actually contact someone who has the umbrella authority to wave their hand and have magic happen, when you're on the ground and at the Parks...

Like when you pick up the phone in the room and you THINK it's going somewhere useful but it's not going to the Front Desk, it's at a call centre, which has nothing to do with anything related to your stay!

That said, it's Florida and the wildlife just comes with that climate. Other families have had to deal with alligators ; an insect is seriously nothing to care about. Squish it and rinse it down the drain.

Also I could see the frustration in asking for a different resort and being given an option that I had already ruled out - clearly the OP doesn't want the amenities offered by POR. Large, stately buildings with abundant pathway... oh yeah that sounds GREAT if I have a large family with luggage in the rain, after 10 pm. My family travels with carry-on and we're minimalists so moving to another resort for our family would not be hard. But this isn't our family's problem, it's the OP's family's problem.

I don't even want to try to speculate on how this room got missed in the Mousekeeping schedule but I will suspect the whole "green environment thing". Like I don't even think the second bed in our room got changed until I ripped all the bedding off it and left it on the floor at the end of the stay. We re-made the bed during our stay, after anyone sat on it, because we didn't use it for sleeping.

but I wonder how long it would take before some member of Mousekeeping was cleaning rooms and saw the visually un-used bed and thought, "You know, I have extra time, I'm just going to strip this bed for sheer giggles." <--- something no Mousekeeper has ever had time to say!

What freaks me out the most about this issue is, the access! if Guests were checked INTO the room when it was cleaned and these are their personal items, why did the room not get a Total Stripdown after Check-Out? If previous Guests were already checked out and this is not their mess, WHO got into that room and how?

 

[maxiesmom]

Also I could see the frustration in asking for a different resort and being given an option that I had already ruled out - clearly the OP doesn't want the amenities offered by POR. Large, stately buildings with abundant pathway... oh yeah that sounds GREAT if I have a large family with luggage in the rain, after 10 pm. My family travels with carry-on and we're minimalists so moving to another resort for our family would not be hard. But this isn't our family's problem, it's the OP's family's problem.

I'm thinking the OP had no idea how large POR is. Maybe they knew nothing about it at all, and when they were offered POR just went "Fine, ok" with no idea that it is a massive resort. And it didn't dawn on them that arriving so late at night all the "good' rooms would be taken, and they would end up out in the back 40.

 

[danikoski]

I'm surprised Pop didn't move them initially...I'm wondering if there were no preferred rooms available. Several are out of rotation due to remodeling. The remodeling issue could've also caused a housekeeping or computer glitch.

For those saying, well she should have done this...you know, when it's one of your first times to WDW, the whole trip can be overwhelming. When something goes wrong that first night, especially if it's late, and with 3 little kids, it can leave one feeling completely lost. Understanding how bell service works, how to get what you want at Disney when things don't work, what to expect moving to another resort, etc, isn't as easy as you think when in that moment.
I've been there, on my honeymoon...thought things were sorted, found out the next morning they weren't, ended up in tears, and it was over something rather minor in relation to what OP went through. But the stress of planning and wanting to have things go perfect just hit me hard...luckily my husband saved the day and got the whole thing sorted. Now, when I had a room issue this past February with my mom, I had a better idea of what to ask, of what request, and of what information to get. Things went exceptionally smoothly when we changed rooms, unlike the previous experience. But the first time, it sucked, and as I said, my issue wasn't near as bad as OP.
So I sympathize with her 100%. I hope she ended up enjoying her vacation with her family and the rest of her trip was magical.

 

[Stuarotra]

So much this. Not engaging with the posts, but have certainly hopped around the room and smacked my forehead multiple times. It might be better if the OP just never revisits the site. I seriously seriously do not understand the rational of some of the people sharing on here. A visit to Whoville is in order, and then a visit to this video by Brené Brown:

. She came here for help, guidance, and insight (a mistake I made when I first joined this site too, unfortunately) after she realized that the way her interaction with Disney went did not resolve an issue. Just hoping that enough of the helpful/understanding comments were useful and override the rest.

That's a great video. Thanks for sharing.