Housekeeping problem at RPR...

[tpmorley]

We stayed at the RPR in early January. I loved the resort, but had a couple of problems and I'm not sure how upset I should have been. We checked in around noon and I confirmed that we had reserved a rollaway. The bellman was great and gave us lots of tips about the parks and commented that we would have a great time because there wasn't anybody around. When we returned to our room around 7 pm, the rollaway still hadn't been delivered. We called and it arrived shortly.

The next morning, we put a Do Not Disturb sign on our room since we were so exhausted and wanted to sleep in. Half of our party left around 9 am and the remaining two of us left for the parks at 11 am. I made sure that the Do Not Disturb sign was NOT on the door when we left. When we returned to our room at about 7 pm, it had not been cleaned...not even entered since we left!!

We called and they sent someone up from housekeeping to clean the bathroom, but it was very uncomfortable since we were all just hanging out and waiting for her to finish. She was apologetic and said that it didn't matter that we had left the room so late.

When we checked out, the clerk gave the obligatory, "How was your stay?" so I told her about those two incidents. She said, "Oh, sorry. I hope you'll still decide to stay her again in the future!"

I got an email survey when we got home and I outlined my concerns. I've heard nothing back. Should I have made a bigger stink, or is it no big deal and I should get over it? I've only ever stayed at value type places and this was a huge splurge for us which is why I was so shocked at the service. What do you think?

 

[Judy from Boise]

we had many similar incidences....and i let them roll off my back since from the moment we walked into the room we were pretty sure we wouldn't be back next time.

 

[AlexandNessa]

You outlined your concerns and heard nothing back at all?! How disappointing to hear that. Every time we've had a complaint, I have received an email back within a day or 3 about my concerns. Did you fill in the "worst" bubble on anything (sorry, I forget what the bubble is called, "less than satisfactory?"). I find that usually triggers a response. Have you checked your spam filter, by any chance? I am very disappointed to hear that RPR did not address your concerns. Sounds like they are really slipping.

To answer your original question: I would have been upset too. If the hotel were not very busy, they should have been fawning all over your requests to make sure everything was right. Perhaps they cheaped out and also cut staff during the "slow time."

I never received a survey from HRH on my last visit; however, I wanted to let HRH know that on 2 occasions housekeeping tried to enter the room while the Do Not Disturb was hanging on the door. I heard back from the MOD (Manager on Duty) almost immediately, and she apologized for the inconvenience and said she had already been in touch with the supervisor of housekeeping to alert them of the issue and to make sure it did not happen again.

I'm sorry to hear of your problems, but more sorry to hear that the RPR did not address them.