Housekeeping Trouble

[ShootingStarMom2]

Hi,

We're new to DVC and I understand how the housekeeping works for regular stays. My question is what about when someone in your party is sick?

Our DS 26m got sick all over the bed and floor unexpectedly at our AKL studio last weekend around 11pm. My husband dragged the bedding off the bed so it didn't get on the mattress. He called housekeeping to ask for new bedding and towels since we went through everything we had. They sent someone to steam clean the carpet but they seemed SO annoyed that we called. Only the guy that cleaned the carpet showed any compassion towards us. He even asked our son if he was ok, and did his best to explain that DS didn't do anything wrong.

The maid told DH that we were supposed to clean our own towels. What? I'm supposed to take towels with throw up all over them to the guest laundry? I'd think they would want to bleach the towels? Am I totally wrong here?

My nephew was also sick and they were a few doors from us. When they called for more towels because the same thing happened to their son, they told her she was DVC and should clean her own towels. They did finally send some new towels but gave her a hard time about it too.

I was so surprised by the service we had. I think they would rather have DS get sick on their towels instead of all over the bed and floor.

 

[lugnut33]

That's not good. The should have given you new towels and sheets immediately, no questions asked.

However, you also have to understand the CM's reaction to hearing about somebody getting sick. No matter how friendly I might be, hearing about puke puts me in a foul mood.

 

[DVC George]

Something similar happened to us at Saratoga Springs last year. It was around the time the norovirus was making its rounds and housekeeping came up immediately and cleaned the whole 2 bedroom, no questions asked and no charge. Maybe they were more concerned about it back then since so many people were getting sick.

 

[LIFERBABE]

I would write Member Satisfaction and let them know of your experience. Totally unacceptable for all involved. Everything should have been red bagged or whatever color they use, removed and replaced.


IMO, excessive body fluids are hazardous materials and should be treated accordingly. The room should have been properly sanitized during or after your stay and definitely prior to the next guest. With all the swine flu, going around, Im sure DVC is not instructing guests to wash their own vomit soaked towels in the guest laundry, which could spread the virus even more to common areas.

I have found AKV housekeeping to not be as "conscientious" as they should when it comes to common sense hygiene.

I do hope your little one is doing better and sooo sorry to hear he got sick.

Definitely let DVC Member Satisfaction know of your experience. That is not the norm and if they dont like cleaning, then they are in the wrong line of work

 

[Dean]

They should be professional and a certain amount of flexibility is in order when illness is an issue but they should not alter the rules for such situations, IMO. What they should have said was something like this. "I'm terribly sorry your child is ill. As per the rules, we could do a full cleaning for $X, a Trash and Towel for $Y or a towel pack for $6 or you could wash the towels at the laundry if you wish".

 

[emma'smom]

We had this issue at Saratoga Springs a few years ago. They were great about helping us. It was the middle of the night and my dd2 threw up...vomit all over the sheets, the smell was horrible, she was upset--it was horrible. Anyway, they sent over a new set of sheets immediately and just instructed us to leave the soiled ones outside of the door in a plastic bag.

 

[Deb & Bill]

They should be professional and a certain amount of flexibility is in order when illness is an issue but they should not alter the rules for such situations, IMO. What they should have said was something like this. "I'm terribly sorry your child is ill. As per the rules, we could do a full cleaning for $X, a Trash and Towel for $Y or a towel pack for $6 or you could wash the towels at the laundry if you wish".

Exactly. It wasn't the resort's fault that your child was sick, so they should not be responsible for cleaning up the mess. This is a timeshare, not a hotel. That's where the difference is.

 

[PamOKW]

If someone is truly sick as in this case, I have to go with my desire to have the room properly cleaned and not to have the "yucky" towels/bedding in the washer in either the laundry or in the room. People don't have the supplies or inclination to clean the machine properly. Cleaning properly is a bonus to all of us.

On the other hand, this is probably a way some folks abuse the system. I think it's up to DVC to use their good judgement. Someone calling in the middle of the night to ask for help is most likely not playing the system. Some other circumstances I'm sure may be open to question. It may be that some individual housekeepers don't have the abililty to make the decision. It's probably best to speak to the Housekeeping Supervisor whenever possible

 

[jekjones1558]

A year ago I got really sick at BWV. I always made it to the bathroom but I was worried that at some point I might not. I called mousekeeping to ask for backup linens and a can of spray disinfectant. They brought everything pronto and no charges appeared on my bill. In addition the mousekeeper checked on me several times during the next couple of days to see if there was anything she could do. The mousekeeping supervisor even came with some hot chicken soup. It was my first experience with sickness at WDW after maybe 40 trips over the years and I was very impressed with the BWV mousekeeping staff's kindness.
Since this happened a year ago, maybe policy has changed. Or maybe different CMs react in different ways. As a DVCer I support whatever costs might be associated with offering members a little extra TLC when sickness upsets a vacation. I can't believe that this would add much to the cost of dues but it surely can make a difference to a member who is having an unexpected setback during a WDW trip. To me it is along the same lines as cutting a member a break with points when a weather disaster or a family tragedy strikes.

 

[disneynutz]

If you aren't getting the level of service that you want/need, contact a Manager. Follow up by contacting DVC Member Satisfaction at: dvcmembersatisfactionteam@disneyvacationclub.com

Bill

 

[Dean]

To me it is along the same lines as cutting a member a break with points when a weather disaster or a family tragedy strikes.

To be honest, which I don't think should happen either unless the issue is one that affects the system itself like with Hurricane Charley.

 

[Sammie]

Geez y'all are a tough crowd.

To the OP email Member Satisfaction and ask what policy is. I can almost guarantee they are not going to say wash your own towels when someone gets sick.

To the housekeepers who do this, you lose alot of good tips acting this way.

It might be different if you were in a one or two bedroom with a washer and dryer readily available but I personally think doing this to someone in a studio is extremely rude.

Personally I think you get better care from staff at SSR and OKW where there is no hotel attached.

 

[ShootingStarMom2]

Hi,

Thanks for the responses. Yes, our little one is feeling much better now. That was his only episode, thank goodness.

No, it wasn't Disney's fault that he got sick. But I would expect that Disney would care a bit more about spreading germs around their timeshare rather than having me at a washer near midnight with vomit soaked towels. Would you not think that was inappropriate if you saw me in the laundry? And how in the world would I have been able to clean the carpet? I must have missed that steam cleaner tucked away in the closet.

I know that I wouldn't want to stay in a room where a timeshare owner cleaned up after their child getting sick on the carpet. I don't think they steam clean the carpets in between each visit. Imagine if I didn't tell anyone and just did my best to clean it up.

I certainly didn't expect to get an attitude from a CM about getting new towels from what clearly was an accident I had no way to clean properly. If they were that worried over getting $6 for new towels, they should have said so. If I had spilled ten gallons of orange juice on the floor, then I'd be doing my own laundry.

If only one towel had been used, there's no way I would have called. But we didn't even have a washcloth left. I was also worried if I took everything myself he would be sick all over again while it was being washed and dried.

BLT is our home resort, so I look forward to a better experience next time we travel. I just hope that no one else is made to feel an inch tall for asking for help. No one even offered a proper way to dispose of the towels or bedding. DH and I know better and tied them off in plastic bags.

 

[Tiger926]

Unless something has changed in the past 4 years, they will do a deep clean for an illness. It is their policy as it happened to us at Wilderness Lodge Villas. Baby was seriously ill, and had to be hospitalized (that was a scary experience), but as soon as we told them about it, they came up immediately and did a deep clean: laundry, bathroom, kitchenette, all surfaces, steaming, disinfectant, removed all linens, covers on couch arms, etc. The supervisor who came up later, as well as the housekeeper thanked us profusely for alerting them to this. They said most guests don't, and hence the bacteria transmission. They came up with special bags to put linen in (including all pillows) and said they absolutely do not want guests doing their own laundry, as this could cause contamination. They said laundry people get these special bags and use gloves to handle them all, as well as do a special sanitizing cycle for linens, draperies, etc.

They said it was Disney's policy, no matter what resort you are at, that a deep clean happens. They want to make sure bacteria is handled, as well as make sure guests don't break machines by stuffing in comforters and such, as well as make sure guests don't break or destroy pillows, drapes, etc. They firmly told us it is their job, and they welcome doing it as it ensures a high level of comfort and safety.

I can't imagine anything has changed in the past few years since this has happened to us, and if it has, this can't be good. I think many of you might be assuming that Disney won't do anything, but as someone who lived through the experience, I can assure you they did, and told us they always would. They also left the baby a signed character card, plus balloons and called us througout our stay to check on her. I'm hoping that they would still do this, but to be honest, I wouldn't use AKV as a determination of that, as their housekeeping and ability to deal with housekeeping issues is seriously lacking at times (we had a major issue with previous occupants smoking in our villa - they didn't handle that well).

We were very pleased with how they handled it, as we were isolated in villa for days (before hospital) in order to not infect anyone else. On a related note, an engineering supervisor told us at SSR a few years ago, that you can call ahead to resort, and they will exchange air filters in the villa for your arrival as well. We have allergies and asthma and have done this, and it is true as well.

Tiger

P.S. Good to hear the OP's little one is feeling better!

 

[ClarabelleCow]

They should be professional and a certain amount of flexibility is in order when illness is an issue but they should not alter the rules for such situations, IMO. What they should have said was something like this. "I'm terribly sorry your child is ill. As per the rules, we could do a full cleaning for $X, a Trash and Towel for $Y or a towel pack for $6 or you could wash the towels at the laundry if you wish".

OUCH! that seems rather harsh, of course they should alter the rules in this type of situation, the kid didn't get sick so they could get clean sheets?

Just because it is a timeshare, it doesnt mean that all humanity is lost?
They should have come in with the (I think blue or red) bags, put all linens in it, and re-made the bed, or at least left clean linens and towels.

 

[ssawka]

OUCH! that seems rather harsh, of course they should alter the rules in this type of situation, the kid didn't get sick so they could get clean sheets?

Just because it is a timeshare, it doesnt mean that all humanity is lost?
They should have come in with the (I think blue or red) bags, put all linens in it, and re-made the bed, or at least left clean linens and towels.

Timeshare or not we are guests when staying on DVC property and we all know the rules, but as guests, you should be shown some consideration and compassion when extenuating circumstances occur.

Geez, Walt must be rolling over in his grave knowing how "guests" are being treated!!

 

[Inkmahm]

Unless something has changed in the past 4 years, they will do a deep clean for an illness. It is their policy as it happened to us at Wilderness Lodge Villas. Baby was seriously ill, and had to be hospitalized (that was a scary experience), but as soon as we told them about it, they came up immediately and did a deep clean: laundry, bathroom, kitchenette, all surfaces, steaming, disinfectant, removed all linens, covers on couch arms, etc. The supervisor who came up later, as well as the housekeeper thanked us profusely for alerting them to this. They said most guests don't, and hence the bacteria transmission. They came up with special bags to put linen in (including all pillows) and said they absolutely do not want guests doing their own laundry, as this could cause contamination. They said laundry people get these special bags and use gloves to handle them all, as well as do a special sanitizing cycle for linens, draperies, etc.

They said it was Disney's policy, no matter what resort you are at, that a deep clean happens. They want to make sure bacteria is handled, as well as make sure guests don't break machines by stuffing in comforters and such, as well as make sure guests don't break or destroy pillows, drapes, etc. They firmly told us it is their job, and they welcome doing it as it ensures a high level of comfort and safety.

I can't imagine anything has changed in the past few years since this has happened to us, and if it has, this can't be good. I think many of you might be assuming that Disney won't do anything, but as someone who lived through the experience, I can assure you they did, and told us they always would. They also left the baby a signed character card, plus balloons and called us througout our stay to check on her. I'm hoping that they would still do this, but to be honest, I wouldn't use AKV as a determination of that, as their housekeeping and ability to deal with housekeeping issues is seriously lacking at times (we had a major issue with previous occupants smoking in our villa - they didn't handle that well).

We were very pleased with how they handled it, as we were isolated in villa for days (before hospital) in order to not infect anyone else. On a related note, an engineering supervisor told us at SSR a few years ago, that you can call ahead to resort, and they will exchange air filters in the villa for your arrival as well. We have allergies and asthma and have done this, and it is true as well.

Tiger

P.S. Good to hear the OP's little one is feeling better!

Now THIS is what I hope is the norm as far as service for when someone is sick in a villa.

 

[LIFERBABE]

Now THIS is what I hope is the norm as far as service for when someone is sick in a villa.

Exactly! The OP's experience was not the norm and not to be expected at any level. We had schools shut down a week last Spring after widespread Swine Flu and everything was cleaned and disinfected. I pay taxes and I certainly did not balk at the cost of the cleanup.

Disease Control does not fall under "Pay for Play" and Disney would be held liable if they were found to not handle these situations properly and as prescribed. It is a timeshare, but it is also a hotel and they are governed by regulations. Hazardous waste must be handled properly and proper training is required. A points room is also a cash room.

There are other ways to get "free" towels and linens besides puking all over the ones you have and doubt many go this route. A sick child is not fun at any time especially not on vacation.

 

[lugnut33]

They should be professional and a certain amount of flexibility is in order when illness is an issue but they should not alter the rules for such situations, IMO. What they should have said was something like this. "I'm terribly sorry your child is ill. As per the rules, we could do a full cleaning for $X, a Trash and Towel for $Y or a towel pack for $6 or you could wash the towels at the laundry if you wish".

Of course he could then just choose to whip the soiled crap out into the hallway and let people wade through it in order to avoid the cleaning fee you want to charge. Wow, you're pretty cold.

You know, a little sympathy from a business can go a long way in customer satisfaction.

 

[dmoore22]

We stayed at OKW during the Xmas and New Year's Holidays. On the second night our adult DD came down with the undesirable manifestations of the flu. We called the front desk and housekeeping came to our room immediately. They took care of the bedding, towels, etc. and left extra bedding/towels "just in case" there was another mishap. They bent over backwards to help in addition to showing a high level of compassion.

We have been fortunate to have positive experiences with DVC when there has been an unexpected illness during stays. About 9 years ago we took our first trip to Disney as a HS graduation gift for our #3 DD. She had been having a rough year healthwise with her doctor diagnosing her with "female problems" and mononucleosis. During our first three days she just stayed in the room. I finally called the front desk, explained the situation, and asked if they could recommend a clinic, doctor, or emergency room. They asked is we could make our way to the front desk and that they would have a shuttle ready to take us to the Celebration Medical Clinic. We did. At the clinic the doctor told her that she has acid reflux and should have her gall bladder checked when she returns home. He also told her what foods/drinks to avoid and what foods/drinks to eat. After that she was fine for the rest of the trip. In fact it seemed to be the healthiest she had been all that year. When we returned home we shared this with her doctor who promptly had her gall bladder checked. Lo and behold she needed to have her gall bladder removed. We had to go to Walt Disney World to get a correct diagnosis!

Like everyone else that has read your thread, we are shocked and sorry to hear that you had such a positively negative Un-Disney-like experience.