Housekeeping gets major upgrades to compete!

[DonnaL]

We also have had less than clean rooms several times since we became DVC owners in 2001, although I can say it has gotten worse since 2008/2009. Two of the worst were at BWV and BLT....Bay Lake was only five short months after opening. We arrived on New Years Day 2010 to a 2 bdrm lakeview. We were assigned a HA room which we did not request/or need. Actually, IMO, the room should have been taken out of service......I suspect it hadn't been because everything was booked due to the holiday. As I said BLT was only five months old at this time......the room was in rough shape.....living room furniture stained very badly (huge stains on cushions and arms) carpeting had one enormous stain in center of living room and numerous smaller ones throughout, dining table had ink and marker stains (someone had tried to get them off and took some of the finish off the table) and the dark kitchen cabinetry had big, greasy fingerprints which didn't budge with cleaner...stove and backsplash looked like someone smeared bacon grease and then tried to clean it with a paper towel. The bedrooms and baths were not the cleanest but certainly not as bad the kitchen/living area. I kid you not folks.....I was disgusted when I saw this room....first, because it wasn't cleaned or taken out of service until it was cleaned and second, that a DVC guest (or guests) would make such a mess to begin with. I called housekeeping immediately and asked someone to come up......which they did... they tried to clean up as best they could....but couldn't shampoo the rug or furniture and leave it wet while we were there......and there was no other room available for us (we were a party of six and needed a 2 bdrm). That experience left such a bad taste that we have never stayed at BLT since.....nor will we ever again. The second bad experience happened at BWV and handled in a much better manner....that trip it was just DH and I in a one bdrm during the F & W Festival. We checked in...and planned to head right over to Epcot after freshening up. As soon as I set foot on the kitchen floor and stuck to it....I started checking things.....the frig/dishwasher and stovefront all had some sticky juicelike splashes all over them along with kitchen floor and the half wall next to kitchen sink facing dining table.....I'm thinking Koolaid or some type of fruit juice.....the same stuff was all over the bath floor, wall and bottom section of pedestal sink. And, sticky spots on the coffee table in the living room. I called housekeeping and asked for a supervisor to come up and check it out and have it re-cleaned since it obviously had not been done properly the first time, if at all. We waited for the supervisor, she apologized when she saw it and had someone come to re-clean it, which we did not wait for.....but when we got back from Epcot everything had re-cleaned.

 

[dvcdisney]

Our only real issue in over 25 years of DVC was in December 2010, when we came back to our room at BLT at 10:45, after going to breakfast, to find that housekeeping did indeed come into the room before we checked out and cleaned it. Ironically, they did a great job cleaning it. Unfortunately, this was right after my daughter's wedding and they threw out her bridal bouquet, threw out the Cinderella top to her wedding cake, "lost" the crystal cuffs that were attached to the bouquet, and chucked a few other momentos.

Sometimes it's not the frequency, but the impact.........

mac_tlc

That's horrible. I can only imagine how awful your daughter felt. I would be very upset. Your things were still there...there's absolutely no excuse for that.

 

[disneynutz]

Our only real issue in over 25 years of DVC was in December 2010, when we came back to our room at BLT at 10:45, after going to breakfast, to find that housekeeping did indeed come into the room before we checked out and cleaned it. Ironically, they did a great job cleaning it. Unfortunately, this was right after my daughter's wedding and they threw out her bridal bouquet, threw out the Cinderella top to her wedding cake, "lost" the crystal cuffs that were attached to the bouquet, and chucked a few other momentos.

Sometimes it's not the frequency, but the impact.........

mac_tlc

Housekeepers tend to take anything of value home. I'm surprised that the items could not be found. We have seen them going home with flowers, strollers, booze, even a blow up bed.

Bill

 

[granmanh603]

Over the years we have had several housekeeping issues. Many occurrences simply have to do with the complete lack of acknowledging requests:

Our trips are usually 8 nights or more and thus we get a full cleaning day. We also usually order another full cleaning day on the the towell and trash day (it is less costly for that day because they subtract the usual cost of the trash and towell service from the full cleaning day service). Over a period of twenty years, housekeeping has blown providing the extra full cleaning day when requested about 80% of the time. If you make the request through MS before you arrive, housekeeping never gets it, or at least claims it did not. If you make the request at the front desk when you arrive, same result. The only way it ever really happens is when you call housekeeping itself and order it when there, and even then the only way to assure it happens is to make a second call the actual morning of the service and remind housekeeping of the request. Once I called housekeeping and requested the service and was told it would be provided; when it wasn't I called again and got the same person I had talked to previously who tried to claim he had no record of my request. In addition, even for the full cleaning day that comes with booking 8 nights or more, housekeeping has failed to show up 20% of the time.

Another request never received or always ignored is time of cleaning. We often request through housekeeping when there that the cleaning on any full cleaning day not be done until the afternoon because we often are still in the room until late morning. Despite that request, housekeeping has still knocked on the door at about 8:30 wanting to clean the room and the person has no knowledge of the request we made. I am zero for all requests on that one because invariably I have gotten the knock on the door in the morning. I have even had the knock on the door twice when the do not disturb sign was on the doorknob.

I have had numerous poorly done full cleaning days. The worst was when we came back to our 2BR at 10 p.m. and found the full trash bags sitting near the door, the vacuum sitting out, the living room, kitchen and dishes not done, and only one bedroom and bathroom done. I can only assume the housekeeper took a lunch break mid-service and decided to never come back. Other issues have included one of the rooms not being done, dishes not done, trash not emptied, coffee pot not emptied and cleaned. We have some good cleanings but far too many bad ones.


If the new changes will improve DVC housekeeping I am all for them. As Maistre Gracey mentioned above, it is 20 years overdue.

I often stay more than 7 days and would just be happy if they show up lately and I do not mean at 3:45. When you used to get a paper reservation copy in the mail it stated which days were what (still had issues and had to go to front desk) but now its amazing if they show up. If you stay at a hotel where they leave the basket outside your door and it is not there at least you are forewarned that they are not coming so you can call early in the day. BWV don't have that, so you keep hoping they are going to show up and then are stuck. Once at SSR the basket was there and no one showed up . I gotten so I will just take the basket in or take what I want from it. Its just easier than trying to deal with them after housekeeping leaves for the day.

 

[disneynutz]

I often stay more than 7 days and would just be happy if they show up lately and I do not mean at 3:45. When you used to get a paper reservation copy in the mail it stated which days were what (still had issues and had to go to front desk) but now its amazing if they show up. If you stay at a hotel where they leave the basket outside your door and it is not there at least you are forewarned that they are not coming so you can call early in the day. BWV don't have that, so you keep hoping they are going to show up and then are stuck. Once at SSR the basket was there and no one showed up . I gotten so I will just take the basket in or take what I want from it. Its just easier than trying to deal with them after housekeeping leaves for the day.

Been there done that. Sad that Disney can't get it right, hopefully they will someday.

Bill

 

[Maistre Gracey]

I have said it before. And I'll say it again...

I will go out on a limb and say I've stayed more hotel nights than anyone on the DIS.

Disney in general, but especially DVC, has the worst housekeeping I've ever seen. By far.

MG

 

[disneynutz]

I have said it before. And I'll say it again...

I will go out on a limb and say I've stayed more hotel nights than anyone on the DIS.

Disney in general, but especially DVC, has the worst housekeeping I've ever seen. By far.

MG

As with most things, the more that you experience something like a resort stay, the greater the chance of having sub-standard service. We thought that it was just a couple of resorts but all seem to have issues, some more than others. My guess is that it cheaper to give upset guests room credits and gifts than it is to pay to improve service. In addition most guests probably just put up with the issues, don't want to rock the boat, want to stay in magic vacation mode and assume that their issues were isolated just to them.

Something has happened at WDW, I don't know what it could be but after years of complaining about the condition of the rooms Disney now decides to fix/rehab all of the rooms and resorts at the same time, plus they now want to improve housekeeping?

Bill

 

[mac_tlc]

Housekeepers tend to take anything of value home. I'm surprised that the items could not be found. We have seen them going home with flowers, strollers, booze, even a blow up bed.

Bill

The Bouquet was found, along with the large box that contained the cake top in the garbage shoot. The crystal cuffs, which were very well attached to the bouquet were never found. Other momentos were never located. Interestingly, my wife's cell phone, which was on the kitchen counter , was turned in to lost and found. Housekeeper must have had a better model already.

Very interesting three or four hours as we tried to talk to everyone involved. Never got a visit from the Housekeeping Manager. The only Disney employee who genuinely seemed concerned was the Wedding Planner.

Still a sore point with my daughter over 6 years later , as you can imagine.

mac_tlc

 

[Maistre Gracey]

As with most things, the more that you experience something like a resort stay, the greater the chance of having sub-standard service. We thought that it was just a couple of resorts but all seem to have issues, some more than others. My guess is that it cheaper to give upset guests room credits and gifts than it is to pay to improve service. In addition most guests probably just put up with the issues, don't want to rock the boat, want to stay in magic vacation mode and assume that their issues were isolated just to them.

Something has happened at WDW, I don't know what it could be but after years of complaining about the condition of the rooms Disney now decides to fix/rehab all of the rooms and resorts at the same time, plus they now want to improve housekeeping?

Bill

BUT.... virtually all other hotel stays have been fine (most). It's only Disney that is lacking.

MG

 

[thebigman65]

As with most things, the more that you experience something like a resort stay, the greater the chance of having sub-standard service. We thought that it was just a couple of resorts but all seem to have issues, some more than others. My guess is that it cheaper to give upset guests room credits and gifts than it is to pay to improve service. In addition most guests probably just put up with the issues, don't want to rock the boat, want to stay in magic vacation mode and assume that their issues were isolated just to them.

Something has happened at WDW, I don't know what it could be but after years of complaining about the condition of the rooms Disney now decides to fix/rehab all of the rooms and resorts at the same time, plus they now want to improve housekeeping?

Bill

I have never had any major issues but here is hoping they are on the right track and things will improve. I am sure it will take time, but if Disney thinks it is losing ground to the likes of the 4 seasons....i can see them making changes to ensure they remain the number 1 attraction and thus resorts.....

 

[KAT4DISNEY]

I have said it before. And I'll say it again...

I will go out on a limb and say I've stayed more hotel nights than anyone on the DIS.

Disney in general, but especially DVC, has the worst housekeeping I've ever seen. By far.

MG

I won't claim to staying more hotel nights than anyone else but I do stay at quite a few different places during a year. Where I find the greatest discrepancy for Disney is what I'd term maintenance. We are frequently calling on things - which get fixed - but I can't even think of the last time I've run across the maintenance issues other places that we do at Disney. I think that Housekeeping plays a roll in this as they make the most sense to report the issues to be fixed and I don't think they do much of the time but it's not just general cleaning that they fall down on (haven't really experience much of that personally at Disney). It's overall room upkeep.

 

[Maistre Gracey]

I won't claim to staying more hotel nights than anyone else but I do stay at quite a few different places during a year. Where I find the greatest discrepancy for Disney is what I'd term maintenance. We are frequently calling on things - which get fixed - but I can't even think of the last time I've run across the maintenance issues other places that we do at Disney. I think that Housekeeping plays a roll in this as they make the most sense to report the issues to be fixed and I don't think they do much of the time but it's not just general cleaning that they fall down on (haven't really experience much of that personally at Disney). It's overall room upkeep.

That too.... There's no reason housekeeping shouldn't turn on the lights to make sure they work, check the remote batteries, and so on....
No excuse to get into a room with several simple mtc issues. I've seen dishwashers falling out of the counter for Heavens sake.

PS... No joke about hotel stays. Of my past 30 years of life, I have spent 12+ years living in hotels.

MG

 

[ScubaCat]

I do about 75 nights a year at various Hilton properties and there's definitely a difference vs. Disney resorts. One time (as in one time ever) at a Hilton Garden, housekeeping missed my room one night. I sent an email after I got home just to let them know what happened and the manager credited my card back 2 nights without question. Other than that, almost never any issue even at the inexpensive Hampton Inns in small towns all over.

 

[thebigman65]

I think it has a lot to do with the shear size of the wdw resorts (as in all of them). It's no excuse but I think that especially since 2008/2009 it has taken a downturn.....Imho mostly due to staff cuts and poor management.....if they put new processes in place and do a major hiring that can help.....but it's the human element also....lower paying jobs sometime have the effect on personal to not give a s__t. I'm not saying all....but that is a factor.

 

[granmanh603]

That too.... There's no reason housekeeping shouldn't turn on the lights to make sure they work, check the remote batteries, and so on....
No excuse to get into a room with several simple mtc issues. I've seen dishwashers falling out of the counter for Heavens sake.

PS... No joke about hotel stays. Of my past 30 years of life, I have spent 12+ years living in hotels.

MG

For me last stay at BWV the first shower taken in morning when done (and I do not take long showers) I was standing in 6 in of water. We were on way out with early FP but when we got back to room they were addressing it without being called but I also had no pressure in the kitchen sink, dribble of water coming out, told the maintenance person about that and he looked at it and did not fix, long story but 3 days later and multiple visits still not fixed and no one ever came back. I gave up and just washed dishes in bathroom sink. Oh as mentioned in other posts, when any problem happened or housekeeping did not show up many times I have never got anything or even a sorry.

 

[MaryLovesPoohBear]

I won't claim to staying more hotel nights than anyone else but I do stay at quite a few different places during a year. Where I find the greatest discrepancy for Disney is what I'd term maintenance. We are frequently calling on things - which get fixed - but I can't even think of the last time I've run across the maintenance issues other places that we do at Disney. I think that Housekeeping plays a roll in this as they make the most sense to report the issues to be fixed and I don't think they do much of the time but it's not just general cleaning that they fall down on (haven't really experience much of that personally at Disney). It's overall room upkeep.

I just stayed at a hotel where the air conditioner would not stay on, the fridge was loud enough to keep us awake and the two plugs next to the bed didn't work.

It wasn't Disney. In fact, we've not had those type of problems at Disney.

 

[icydog]

I think AKV is the resort that needs the most attention. I love the resort but will never go back there. The villas are consistently dirty. I don't mean once or twice, I mean every single time after the first year it opened. I even sold my contract there because of the filth. Suffice to says we've founds bug infestations, food on the floor when checked in, dirt an inch think behind the drapes, dirty pots, etc etc.. the bugs got me the most though. I think because it's so dark in the rooms either Housekeeping doesn't see the dirt, or housekeeping doesn't believe we can see the dirt. In either case, I'll never return and neither will my family!

 

[tgropp]

I am sure that a Bob Iger will announce more cuts and expect better results. Things have just gotten worse during his tenure as head honcho. Other than profits though.

 

[thebigman65]

I think AKV is the resort that needs the most attention. I love the resort but will never go back there. The villas are consistently dirty. I don't mean once or twice, I mean every single time after the first year it opened. I even sold my contract there because of the filth. Suffice to says we've founds bug infestations, food on the floor when checked in, dirt an inch think behind the drapes, dirty pots, etc etc.. the bugs got me the most though. I think because it's so dark in the rooms either Housekeeping doesn't see the dirt, or housekeeping doesn't believe we can see the dirt. In either case, I'll never return and neither will my family!

That's really weird to hear....sorry that was your experience. We stay at AKV/AKL almost every visit and have never had an issue. Not saying your account is not accurate, just never experienced that.....Bugs would definitely freak me out and I will be sure to check closely when we are there in April!

 

[edk35]

We have had a few issues over the past 9 years. On our very first dvc stay our 2br had only a trash and towel service when we checked in!! I always call down to the front desk right away.