DVC Owners--What are WE going to do about the shabby housekeeping?

[50 years Too!]

Hi All,

I just returned from BCV last week.

I am not all that picky, no white gloves,expect a little wear and tear, etc.
BUT, I do get upset when cherrios, various yuck debris under the pullout (dirty keenex, a park guide from February), the white floorboards behind furniture was literally black. The banquet was covered in bright red jelly that I easily wiped off. The lights in the bathroom were totally covered in black dust.
On, and on and on.

Did I call housekeeping at that point. I'm ashamed to admit I just cleaned it myself. Again, nothing that the average maid couldn't have done.

I did tell the desk about the aforementioned on my departure.

I stayed at the Hyatt airport on my way out of town. Spotless.
Why can't we get the same housekeeping?
I'm really frustrated. What ARE we going to do to get management to address these issues.

It was probably more upsetting to me because I brought two girlfriends for a reunion, and it was their first experience in a villa.

Thanks for letting me vent.

Deb

 

[RLRDA]

Wow, I agree....that is not the way you want to find your villa upon check-in. I, like you, would have probably cleaned it myself but that's not the point. You said you mentioned it to the front desk....did you perhaps take pictures of the debris/dust/dirt where you found it? Perhaps forwarding the pictures via e-mail to Member Satisfaction would be wise as well. It really seems like Mousekeeping is inconsistent. Some members share stories similar to yours, others find their villas in clean, acceptable condition. We'll be at WDW in less than 3 weeks.....wonder what we'll find. And we're bringing family members with us so I hope it's not embarassing to us as members.

 

[simzac]

Put yourself in the shoes of management at BCV. Which situation would be more unsettling to you. First, a guest calls you immediately about the condition of their villa the day they arrive. Second, a guest mentions to the desk on the day they check out about the condition of their villa the day they arrived. If I were in management and these 2 situations happened, I would certainly look into the first one. The 2nd I would probably just let go. JMO

 

[tjhsr]

Last May we had a problem and had them come back and clean again.But i also went to the front desk and ask to see the manager.I let him know that we were very unhappy about the condition of the room. It was the only time out of 12 stays in less than 4 yrs but 1 time was to many for me.

 

[WALTSAGOD]

No complaining = no fixie.

Go to the front desk.

 

[La2kw]

Housekeeping has definitely taken a decline. We complained right away last July at OKW after a particulary nasty room had been assigned us, and had them come and clean the unit thoroughly. It was spotless after they recleaned it, and we were happy with the results. They even washed the door and the entry way. It is possible for housekeeping to do the job they are supposed to do. I really think everyone needs to start complaining and asking for it to be recleaned, rather than cleaning it ourselves.

 

[Deb & Bill]

I don't normally pull out the furniture and look underneath or behind it. So anything there doesn't bother me. Sticky counters, yes, but that's easily fixed. We've really been lucky and never had a problem. Who knows what June will bring. We'll let everyone know.

If we have problems, we'll call right away and follow up with a letter to Jim Lewis, if we find that necessary.

 

[loribell]

Housekeeping has definitely taken a decline. We complained right away last July at OKW after a particulary nasty room had been assigned us, and had them come and clean the unit thoroughly. It was spotless after they recleaned it, and we were happy with the results. They even washed the door and the entry way. It is possible for housekeeping to do the job they are supposed to do. I really think everyone needs to start complaining and asking for it to be recleaned, rather than cleaning it ourselves.

I think you are completely right. If we don't start calling and making them come fix it right then it will continue to be spotty at best. I have not had serious problems but have had minor issues. From now on I will call when there is any issue.

 

[jekjones1558]

I agree with reporting unacceptable cleaning to the front desk. I also believe in reporting a job well done. Our mousekeeper last month was awesome. I got the name and address of the head of housekeeping and wrote a letter, giving specifics of what we liked. I was very pleased (and surprised!) to get a call thanking me for the letter. I was assured that it was shared with several managers. I would bet that mousekeeping is one of the hardest positions for Disney to retain good workers. I think that both sticks and carrots are needed to improve the quality.

 

[theoarn]

Our rooms in August were in great condition.

 

[eporter66]

I would report it to the front desk and write a letter to complain. Luckily we have not had any issues.

I also like the comment by one poster about saying something positive. We don't do that enough these days, it is easy to complain about poor service, we should also speak up when we recieve great service. I will try to remember names and make sure to write or comment when we are treated well.

E

 

[Deb & Bill]

I would report it to the front desk and write a letter to complain. Luckily we have not had any issues.

I also like the comment by one poster about saying something positive. We don't do that enough these days, it is easy to complain about poor service, we should also speak up when we recieve great service. I will try to remember names and make sure to write or comment when we are treated well.

E

We always get the computer survey after our trips. So I make sure I write up all the good CMs on that. I write down names whenever I find anyone who is doing a great job and make sure I let someone know.

 

[bwvBound]

Maybe we can merge this thread with the one discussing working at Disney in retirement years. Surely our own would make great housekeepers ...

 

[Sully]

As most of the above have mentioned, it does no good mentioning it on these boards. The situation must be addressed at the time of the problem. We have had clean rooms for 8 years when checking in and we do tip when we are there. Most of the time when we leave a tip during our stay, a lot of extra care goes into the room.

 

[minniekissedme]

I agree with reporting unacceptable cleaning to the front desk. I also believe in reporting a job well done. Our mousekeeper last month was awesome. I got the name and address of the head of housekeeping and wrote a letter, giving specifics of what we liked. I was very pleased (and surprised!) to get a call thanking me for the letter. I was assured that it was shared with several managers. I would bet that mousekeeping is one of the hardest positions for Disney to retain good workers. I think that both sticks and carrots are needed to improve the quality.

This type of action is few and far between. Congratulations for taking the time to report the good! Having been in customer service most of my life, it is very easy to complain and far more difficult to compliment someone for a job well done!

 

[Starr W.]

Maybe we can merge this thread with the one discussing working at Disney in retirement years. Surely our own would make great housekeepers ...

 

[dianeschlicht]

Just a suggestion for those who experience problems and want to contact the front desk. Do NOT CALL the front desk using the room phone. When you call the "front desk" you actually get someone in a central location who more often than not has no idea what you are talking about. If you call
THAT "front desk" nothing will be done about it. Instead, you need to physically go down to the front desk and speak to the manager in person. It's the only way they ever hear about the issue.

 

[mello]

Wow, I agree....that is not the way you want to find your villa upon check-in. I, like you, would have probably cleaned it myself but that's not the point. You said you mentioned it to the front desk....did you perhaps take pictures of the debris/dust/dirt where you found it? Perhaps forwarding the pictures via e-mail to Member Satisfaction would be wise as well. It really seems like Mousekeeping is inconsistent. Some members share stories similar to yours, others find their villas in clean, acceptable condition. We'll be at WDW in less than 3 weeks.....wonder what we'll find. And we're bringing family members with us so I hope it's not embarassing to us as members.

We'll be bringing 12 family members with us to BCV in about 3 weeks. DH has been talking it up so much I hope we're not embarrased either! But I do think I would have called Mousekeeping, especially about the jelly - that's pretty darn obvious. I find that when my kids do a shoddy job with their chores at home, if I keep calling them back again and again to make it right, eventually it sinks in.

 

[50 years Too!]

Until this last trip I was fairly happy with housekeeping.
Of course, this was the time I was with nonowners.
We were given our room 25 minutes before our ADR at Brown Derby.
Yes, I should have "marched down" and complained, but didn't want to draw
any more attention to it to my guests. They suggested I ask for the room to be recleaned. They only saw the jelly smeared all over the seat and back portion of the banquet and the sticky, icky table. Also the cheerios on the floor under the table.
Later, when I pulled out the hide a bed (hope the sheets were clean) I noticed the collection of "stuff" under the bed. I didn't even mention it to my friends but it included a park guide from February (means it was there for at least two months), dirty kleenex, and various other used food papers.
As I was showering the next morning I noticed a VERY thick layer of dust on the glass shades above the vanity.
The next owners who used the room had a clean room, thanks to me.
I also made sure I stripped the hide a bed so they would have clean sheets.
Anyway folks, had I been with my family I would have asked to have it recleaned.
But really, is that the issue, or is lack of satisfactory cleaning the issue.
And yes, I am going to write Jim Lewis. But this issue has been talked about on these boards for at least two years to no avail.
Until you step into a room like this, you'll probably just blame the owner for not demanding the room to be cleaned.

Deb

 

[50 years Too!]

Put yourself in the shoes of management at BCV. Which situation would be more unsettling to you. First, a guest calls you immediately about the condition of their villa the day they arrive. Second, a guest mentions to the desk on the day they check out about the condition of their villa the day they arrived. If I were in management and these 2 situations happened, I would certainly look into the first one. The 2nd I would probably just let go. JMO

And we should be okay that management "just lets it go"?