Housekeeping issue

[bub]

My sister (long-time DVC member, not a complainer) is at OKW now. When they checked in yesterday, their room (2 BR) was not very clean. Most notably, the sheets on the sofa bed had obviously not been cleaned. She called housekeeping to complain, to be told that they would try and send someone to change the sheets, but that it would be awhile, as housekeeping was very busy.

Not very pleased with this response, especially the lack of concern about the problem, she went to the front desk. They offered to give her $100 on her room key (said it was for a free meal...given that they have a party of 6 in the room, that must be a free counter service meal). Next, they offered to move her to a different room, but as part of the group had already gone out to dinner, that would have been difficult. Also, they were staying near another relative in the same resort, and didn't want to lose that spot.

My sister was hoping for a prompt and complete cleaning, but ended up leaving the resort late for a dinner reservation without any certainty that the sheets were even going to be changed by the time the group returned to the room. She called me from the bus, very upset and wondering what she should have done differently. I said she did the right things, and that if things were not right when she returned that she would need to pursue it right away, both with housekeeping and the front desk.

Any suggestions?

 

[Chuck S]

The sheetes were likely left on the sofa and folded into the sleeper by the previous occupants. Normally at OKW the sheets are not already on the sleeper, but are in the master bedroom closet on a shelf. Not an excuse, but a possible explanation.

Your sister has followed the proper steps to rectify the situation. Since this is now the following morning, were the sheets changed and room serviced last night? I actually think the $100 credit was a reasonable compensation, and at this point, assuming the problem was corrected last night, for me that would be the end of my complaint.

 

[bub]

I agree that the sheets probably were overlooked. There were other things not quite right...floor not completely clean, for example, that led them to wonder if the room had been thoroughly cleaned. I did not speak with her yet today to see if the cleaning had been done. I guess the biggest problem was the attitude she encountered - instead of an apology, it was as if it was an imposition to have someone come and fix the problem. She said if they had sent someone right over to change the sheets and vacuum, she would have been satisfied.

We have 4 DVC members in our family and have never had to complain about room cleanliness in 12 years of trips. Hopefully she just encountered a few harried CMs.

 

[Chuck S]

Since you state that the others in the party had already left for dinner, I am assuming she encountered the problems in the room after 5pm, when the vast majority of housekeeping staff would have already left for the day. And given that Sunday & Friday is arguably the busiest days of the week for housekeeping staff at DVC Resorts, I can see then not being able to service the room immediately. Again, not an excuse for the initial poor service, but a possible explanation for the delay. The housekeeping supervisor should have told her they were unable to service the room immediately, and why, and given her an approximate time, explaining that the housekeepers had left for the day and they have a skeleton housekeeping crew in the evenings.