DVC Housekeeping - Again

[sandieb]

Hello -
I spoke to Jacky at DVC about my concerns with poor housekeeping. I have requested that my villa be inspected by a supervisor prior to checkin. She said that my request for an inspection by a BCV supervisor for cleanliness and repair could be honored. This will be noted on my reservation in December, and I will reaffirm this request at checkin. The downside is that it may be several hours before a supervisor is available to inspect the villa for cleanliness. I said that is OK...we are staying our first night at the Swan, and I plan to go over to BCV for checkin the first thing in the morning. The deal is not that I am so finicky (although I am, sort of), but that we are bringing friends for their first trip to WDW, and I don't want their impressions marred by a dirty villa or one is in poor repair. It would be awfully embarrassing, especially since I have said how great DVC is.

I also asked if she (DVC) was aware of the complaints about housekeeping. She said that they were aware of what is posted on the unofficial boards, but that it represents only a small fraction of those who actually stay there. Hopefully, this is not a big deal, and that the problems are few and isolated.

I am satisfied with the response, although I know from my experience as manager of a Post Anesthesia Care Unit (Recovery Room) in a busy hospital that I am ultimately responsible for the unit...and the Housekeeping Supervisors and I are definately on first name basis. They know my expectations (high), and that I expect them to make sure they are met - if they aren't then we meet to remedy the situation and discuss how to prevent it. It seems like that would be in any organization.

Make no mistake, I really loved the BCV our last stay, and I have added on twice to my original purchase - I plan many future vacations there. Sandie

 

[lenshanem]

I also asked if she (DVC) was aware of the complaints about housekeeping. She said that they were aware of what is posted on the unofficial boards, but that it represents only a small fraction of those who actually stay there. Hopefully, this is not a big deal, and that the problems are few and isolated.

If we represent a small fraction of thsoe who actaully stay there, but yet we see numerus concerns regarding cleanliness of the rooms that woudl suggets to me that the number of unclean rooms woudl be rather high. Am I correct?

Regardless, i'm glad they are helping you out.

 

[bobbiwoz]

I sure hope we get a follow up story, and that it's a good one. You sure took the bull by the horns!

Bobbi

 

[floridafam]

lenshanem,

I was thinking THE EXACT same thing.



Sandieb,

I'm glad to hear that you made DVC aware of your concerns. Please let us know how this works out for you.

Have a good trip.

 

[DebbieB]

The downside is that it may be several hours before a supervisor is available to inspect the villa for cleanliness. I said that is OK...we are staying our first night at the Swan, and I plan to go over to BCV for checkin the first thing in the morning.

What if the unit is occupied the night before? By time the room is inspected it may be late afternoon/evening.

 

[PamOKW]

I agree with DebbieB that it may not matter when you check-in. Sounds like you are prepared to wait to guarantee you "wow" your guests (and I can't say that I blame you). As an example of how you may need to wait, a few years ago at BWV they said our unit was ready but that they were waiting for the supervisor to give it the "white glove okay". This was something I never enountered before and have never had happen again. Waiting for this final inspection added a good 2 hours or more to our wait. It was around 3:00 when they said they were waiting for the inspection and was after 5:00 when we got in the room. If we knew it was going to be a wait, we would have gone and done something else. You may not want to wait around for the "inspection" even if the room is ready. Go out and then come back later.

 

[Happy Birthday Cat]

sandieb: This is not meant as a knock against anyone else but at least you dealt with the problem directly, not just posting something here. I give you a lot of credit for taking the time to do what you did. Nice job. It is the way to get things done the way you want them to be done.

HBC

 

[dianeschlicht]

I still find it hard to believe that so many have cleanliness issues with DVC. I can honestly say I have never had to call housekeeping about cleanliness issues at OKW. I HAVE had to call about missing items in the kitchen and not enough towels, and once a leaking fridge, but never housekeeping issues. In the case of the fridge, it turned out someone left the ice container in the fridge instead of the freezer, and it melted and was leaking out the door!

 

[jaysue]

So far we have been lucky - 4 DVC rooms and all in very good shape in terms of cleanliness - the VB room furniture was looking a little worn but the rooms have all been clean

Taking the time to go to DVC management was the right thing to do

thanks
jaysue

 

[MJTinNH]

Originally posted by sandieb

I also asked if she (DVC) was aware of the complaints about housekeeping. She said that they were aware of what is posted on the unofficial boards, but that it represents only a small fraction of those who actually stay there.

This just confirms that anyone that has issues with DVC to not only post it here; but make it "Official" and notify DVC of your concerns in writing after returning from vacation. We have to remember that criticism is not a negative thing. It helps management to "see" issues that may pass by without notice. Having said that we should also acknowledge in our notes what the response was from the management at the Villa in question. If resolved to our satisfaction, they should know that too. I think that all of this can be handled in a way to allow all parties to benefit from the notification.

 

[Maistre Gracey]

I also appreciate your bringing this to Jacky's attention.
I truly hope that she understands that for every person that speaks up about it, there are several that just let it slide (both offiicialy, and on the un-official boards).

 

[manning]

Just back from BCV. I had to call to get the scheduled full clean up. When I called at 9:30 at night, they wanted to come up and do it then. Told them we could live one more night with dirty sheets, but did expect them to come in the next day.

 

[nydizfan]

you have got to be kidding me.. I have been a member for 11 years. We have been to OKW 12 times. Not once did I have a problem while I was there , that I had to call anyone because of a cleanliness problem.. . No wonder the staff sometimes gets crazy with the guests with people like you. A dirty villa, how could they leave a grand villa dirty.. it cost more than 900 a nite for the money people .. dvc is not that dumb... Im sorry but you are nuts... dave

 

[Maistre Gracey]

Originally posted by nydizfan
you have got to be kidding me.. I have been a member for 11 years. We have been to OKW 12 times. Not once did I have a problem while I was there , that I had to call anyone because of a cleanliness problem.. . No wonder the staff sometimes gets crazy with the guests with people like you. A dirty villa, how could they leave a grand villa dirty.. it cost more than 900 a nite for the money people .. dvc is not that dumb... Im sorry but you are nuts... dave

Well, I have never stayed in an OKW GV, but I have stayed in the VWL 2br. I can say that I have had to have them spot cleaned. They have always re-cleaned the villa top to bottom, even though a full cleaning was not requested.
I only wish I took pictures, as others here have done.

Believe me... I wish I WERE kidding you...

MG

 

[SimbaCub]

I too have shown up to a less than clean 1 bedroom at VWL. I always look at the condition of my room before unpacking and found the bathroom to be a mess. I called housekeeping and reported the "hairy" tub and they had someone come clean the entire unit while I waited. I did report this to DVC and mentioned it last year at the Annual Meeting to the head of housekeeping. I stayed at VWL last year and stayed once again in a 1 bedroom and only had one complaint, they didn't put any towels in the room. I called housekeeping and they brought them to me. I don't have issues with people wanting a clean room but we as members need to make sure we inform management of the problems in order to fix them. I have used my points for 12 trips and had complaints for only 2 of them, though they were the most recent ones. All in all, I think houskeeping does a wonderful job but there are times when they don't. Just because most of us have had no real issue doesn't mean they don't exist at other times. I can only hope than none of us in the future experiences the horror stories described above!!

SimbaCub
Going Home in 9 Days!!

 

[sandieb]

Originally posted by nydizfan
No wonder the staff sometimes gets crazy with the guests with people like you. A dirty villa, how could they leave a grand villa dirty.. it cost more than 900 a nite for the money people .. dvc is not that dumb... Im sorry but you are nuts... dave

Ouch! I hope you feel better. Sandie

 

[WDWguruDH]

____________________________
If we represent a small fraction of thsoe who actaully stay there, but yet we see numerus concerns regarding cleanliness of the rooms that woudl suggets to me that the number of unclean rooms woudl be rather high. Am I correct?
____________________________

Not necessarily, there have been several polls and all show that the problem is a vast minority. It appears to be a higher issue, because people don't come back and create a post that says my room was clean. This doesn't make it right, but it probably isn't out of the norm of any higher end hotel. I travel a lot and have experienced housekeeping issues in a bunch of hotels, but never with DVC, only once at WDW - it was Boardwalk INN.
Nothing against the original poster, I agree with what was done...I have taken a ton of people to stay at DVC after having talked it up and would want it to be perfect. At the BWV once we had a door fall off of a cabinet, it was immediately fixed, but it still stole some of the first impression from what I wanted to show.