Housekeeping Trouble

[La2kw]

This is confusing to me. I stated in my post, it is Disney policy to handle an illness in the way I described. Disney's protocol on this would supercede DVC's towel policy - I was told of this deep clean policy by several people: resort mangager, housekeeper and housekeeping supervisor. It has nothing to do with DVC not agreeing with this policy or not - the managers told me it's a Disney policy, and that is what takes precedence in these types of situations.

I'm not sure why so many people on this thread are having difficulty with this? The housekeeper dropped the ball big time in this regard as we are dealing with a health and safety issue, which then gets into liabilities, as well as destruction of property should towels, comforters, etc. be damaged with guests washing their own. When we asked about cleaning our own, and buying more towels, they looked at us like we had 2 heads. They absolutely said it is not necessary, nor, expected for emergencies such as these, especially since it speaks to making sure that the villas and their contents are probably cleaned, sanitized and taken care of.

I'm sitting here shaking my head at why this continues to be an issue on this thread...

Tiger

I would think there are health codes regarding this issue that would apply to any lodging facility, including Disney timeshares. I'm baffled why anyone would think DVC shouldn't follow them.

 

[disneygal55]

ShootingStarMom2: I hope that your little one is feeling better. My family also stayed at AKL last week and then moved over to BCV for 4 days. My older DS (20) also became very ill with excessive vomiting and diarrhea while at BCV. My DH called housekeeping several times for new linens, towels, toilet paper etc. Housekeeping was great and usually arrived right away and left us bags to put the linens in. Thank God it lasted only that night and the following day. Do you think that it was something that your son and nephew ate? We're wondering because no one else got sick and a studio room is very close quarters. Our DS ate pretty much what we ate other than a yogurt parfait for breakfast.

 

[CarolAnnC]

I would think there are health codes regarding this issue that would apply to any lodging facility, including Disney timeshares. I'm baffled why anyone would think DVC shouldn't follow them.

I don't think anyone here is disputing health codes being followed. It is recognized, however, that these Disney Resort policies are not DVC policies. Remember, the Disney Resorts are traditional hotel rooms where daily maid service occurs. The DVC resorts are, of course, timeshares and contain indivdual washers and dryers.

There is no way anyone can stop a guest from washing vomit soaked clothing, bedding or towels in these machines. Disney policies are fine, but there are no rules that can be enforced preventing this from happening.

So it is nice when Disney does respond to requests from guests, but one needs to be aware that this is not a "rule" that must be followed by all DVC guests who happen to get sick in their rooms.

 

[Dean]

I would think there are health codes regarding this issue that would apply to any lodging facility, including Disney timeshares. I'm baffled why anyone would think DVC shouldn't follow them.

No one said they should not follow the rules, quite the contrary. My point was they SHOULD follow the rules and NOT alter them due to circumstances. IF they have a policy to go out at 2 in the morning to do a deep cleaning, so be it, my guess is that they do not and that the policy is between guests but I don't know for certain.

 

[permavac]

...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...

Here is the voice of reason I would guess that it is SOP to treat vomit and blood mishaps as potential biohazards within the Disney hotels and timeshares since, as Liferbabe pointed out, DVC timeshares ARE hotel rooms depending on who is staying (i.e. a cash guest) and let's face it, a timeshare is still a lodging provider. If this vomit incident was isolated then the recommendation of "Hey, throw those puke towels in the community washing machine" would fly, but what happens if it isn't and there is a norovirus or H1N1 outbreak traced to this first incident? That's a lot of liability for Disney. Either way, it's not like Mousekeeping is "closed" at 2 am. They also are the provider of the towels - it's not like you're expected to bring your linens from home or to even wash the ones you are using - they do provide trash and towel service so it doesn't seem to be against anything at all to bring new towels/sheets when your current ones have been rendered useless. I don't believe that the Trash/Towel policy can be literally translated into THE ONLY WAY YOU'LL EVER GET A NEW TOWEL OR SHEET. I've called and asked for an extra towel when one I had had a problem and received it without an argument or charge. Think of it like you accidentally broke a provided mug or glass. They would replace them and not charge you. Accidents happen and appear to be provided for by every lodging operator I've ever been the guest of.

I am going to be a bit of a Devil's Advocate here

I can understand the concerns regarding vomit, germs, etc on towels and bedding soiled by ill individuals. However, studies have shown that hotel room bedspreads are some of the dirtiest items around...

ALSO true! Which tells us that while there may be a SOP for cleaning up vomit/blood/etc, these things are just for show and CYA Much like a lot of things these days...

I agree with the other posters re: lack of training. Sounds like this was just a case of ignorance on the CM's part, which must have been very frustrating for the OP. Glad you spoke to someone about it!

Terri

 

[Tiger926]

Here is the voice of reason I would guess that it is SOP to treat vomit and blood mishaps as potential biohazards within the Disney hotels and timeshares since, as Liferbabe pointed out, DVC timeshares ARE hotel rooms depending on who is staying (i.e. a cash guest) and let's face it, a timeshare is still a lodging provider. If this vomit incident was isolated then the recommendation of "Hey, throw those puke towels in the community washing machine" would fly, but what happens if it isn't and there is a norovirus or H1N1 outbreak traced to this first incident? That's a lot of liability for Disney. Either way, it's not like Mousekeeping is "closed" at 2 am. They also are the provider of the towels - it's not like you're expected to bring your linens from home or to even wash the ones you are using - they do provide trash and towel service so it doesn't seem to be against anything at all to bring new towels/sheets when your current ones have been rendered useless. I don't believe that the Trash/Towel policy can be literally translated into THE ONLY WAY YOU'LL EVER GET A NEW TOWEL OR SHEET. I've called and asked for an extra towel when one I had had a problem and received it without an argument or charge. Think of it like you accidentally broke a provided mug or glass. They would replace them and not charge you. Accidents happen and appear to be provided for by every lodging operator I've ever been the guest of.

ALSO true! Which tells us that while there may be a SOP for cleaning up vomit/blood/etc, these things are just for show and CYA Much like a lot of things these days...

I agree with the other posters re: lack of training. Sounds like this was just a case of ignorance on the CM's part, which must have been very frustrating for the OP. Glad you spoke to someone about it!

Terri

You are a voice of reason! I've already said this like 5 times on this thread, yet people still are posting that they don't think there is a policy on this. I spoke to manager and executives about it, who assured me there is as I lived through the experience. People may not believe me, so if you call or email, I'm sure they'll tell you the same thing. Other hotels, such as Wildnerness, where we stayed, or SSR, where someone else had a serious issue, are not going to do things that are against policy, as that would get out. Not only that, it would cost them extra money, so I'm pretty sure they know policy (based on their actions and what they told us, they surely do!), and the way I, and the others who have posted similar stories were treated, is how a deep clean is supposed to work. How the heck would we even know about 'deep cleans' unless a Disney CM told us about them? Like you said, just because it's DVC, it does not mean that we can't get extra towels, or should be charged for extra towels in case of illness. Not sure why people are continuing to not believe this is Disney policy? I am perplexed by many threads, but this one has me continually shaking my head...

And just because people may not act morally or responsibly by not informing housekeeping of other bodily fluids on linens, it doesn't mean there is an absence of a illness cleaning policy. One should not have anything to do with the other.

Tiger

 

[LIFERBABE]

If DVC has a policy for mugs and glasses and purchased sanitizers for their proper cleaning between guests ( remember they were removed from the studio villas because studios were not equipped with dishwashers?) then you better believe there is a separate policy on how to handle reported illness in the villas. If the policy was found to be lacking or put too much responsibility on ill- equipped guests DVC would be extremely liable as the management company.
Pay for play is the policy for routine housekeeping at the request of members.
Infectious disease control is a separate policy and cannot be ignored if reported. You can't put the genie back in the bottle Once reported and DVC has a policy that protects them should an outbreak occur.

 

[lugnut33]

How about this, I'm willing to give up my DVC Christmas ornament so that family with a sick child can have extra towels. Would that make you feel better Dean?

Disney routinely goes above and beyond the call of duty in special circumstances (ie, the family who was at Disney recently and the mom passed away is one example that comes to mind). Sure they don't have to, but sometimes there is a right thing to do even if you don't get compensated financially.

 

[BEASLYBOO]

My opinion and what I would expect in a situation as this. It's a timeshare, you are responsible for your own towels. At home, if you or your child throw up, you throw out the towels? I don't! It's not like this was a crime scene full of blood which is a totally different issue. I would pay for extra towels/sheets, the price is reasonable, if I chose not to wash them. I would purchase cleaning supplies/disenfectant to clean up any further mess, the same as I would do at home. I would not expect someone else to clean up after myself or my child. Housekeeping freely gives you cleaning supplies, all you have to do is ask (I've asked for bathroom cleaning products before). If the bedspread was affected I would ask them to remove it as I'm sure theyr equire commercial size washers.

I don't call the Hazmat team everytime somebody throws up at home.

The term bodily fluid entails ( I won't horrify you with the details) a heck of a lot more than throw up, but no one apparently is concerned about any of those. If at the end of this I felt the room needed further cleaning I would call housekeeping and inform them of such and ask about the charge for cleaning, I would consider it my financial responsibility. If they chose not to charge I would feel wonderful but I wouldn't expect it!

 

[permavac]

...I've already said this like 5 times on this thread, yet people still are posting that they don't think there is a policy on this. I spoke to manager and executives about it, who assured me there is as I lived through the experience. People may not believe me...Tiger

Don't feel bad - people are certainly allowed to voice their personal opinions and remember, even educated opinions (which, in my opinion my own words can be categorized as) are just that - opinions - personal beliefs not founded on proof or certainty. You have something more - experience (as to whether people believe you or not, well, some like to go beyond opinion to just plain contrary ). Still, your experience doesn't have to convince everyone that the policy truly exists because, let's face it, how many times have we all been given incorrect information by a Disney Cast Member? However, you still have more to go on than I do and if we were all detectives we could take 1. Your and many others' account(s) of how these things have been handled previously and 2. Common sense and perhaps come to the same conclusion that some sort of policy exists. Actually, I would even add as #3 the fact that others have been told by Disney CMs to do weird things with towels with vomit or blood on them because every encounter I have ever had with a Disney CM who made "outrageous claims" was one where they were 100% wrong. Case in point, a CM at the Disney Boardwalk Bakery told me I had to have a styrofoam container and not a plate for my brownie When I complained to the supervisor, she looked at the other CM like she was crazy and said "Of course we can put it on a plate!", plopped it on one and handed it to me. There are a lot of cast members at Disney and, as with the general populace, some know their job better than others. I just try not to take these things personally, even if it feels like I'm banging my head against a wall

Terri

 

[Dean]

How about this, I'm willing to give up my DVC Christmas ornament so that family with a sick child can have extra towels. Would that make you feel better Dean?

Disney routinely goes above and beyond the call of duty in special circumstances (ie, the family who was at Disney recently and the mom passed away is one example that comes to mind). Sure they don't have to, but sometimes there is a right thing to do even if you don't get compensated financially.

What you do between you and someone else is of no concern to me but it would not convince me Disney should alter their policies.

 

[Sammie]

Whether there is a policy or not is in my opinion irrelevant.

I asked around to my housekeeping management contacts and everyone was in agreement that any guest be it DVC or not, is to be treated with respect and kindness during any illness, which would include cleaning the room and replacing towels at no cost.

I was told if any housekeeper does not provide that service please contact the housekeeping manager on duty and inform them you have a sick member of the family and the situation. Just be sure to make them aware this is due to the illness of a family member.

 

[BeccaG]

Policy or not I am kinda wondering what in the world my dues are paying for?!?!?!? If it's not to help out families in this situation and in turn do what any hotel or resort should do if their is a sick guess then I am not sure what I am getting. Otherwise, we should then save DVC money and have all of us clean up after ourselves and vacuum and switch sheets for the next guest.

 

[Tiger926]

Don't feel bad - people are certainly allowed to voice their personal opinions and remember, even educated opinions (which, in my opinion my own words can be categorized as) are just that - opinions - personal beliefs not founded on proof or certainty. You have something more - experience (as to whether people believe you or not, well, some like to go beyond opinion to just plain contrary ). Still, your experience doesn't have to convince everyone that the policy truly exists because, let's face it, how many times have we all been given incorrect information by a Disney Cast Member? However, you still have more to go on than I do and if we were all detectives we could take 1. Your and many others' account(s) of how these things have been handled previously and 2. Common sense and perhaps come to the same conclusion that some sort of policy exists. Actually, I would even add as #3 the fact that others have been told by Disney CMs to do weird things with towels with vomit or blood on them because every encounter I have ever had with a Disney CM who made "outrageous claims" was one where they were 100% wrong. Case in point, a CM at the Disney Boardwalk Bakery told me I had to have a styrofoam container and not a plate for my brownie When I complained to the supervisor, she looked at the other CM like she was crazy and said "Of course we can put it on a plate!", plopped it on one and handed it to me. There are a lot of cast members at Disney and, as with the general populace, some know their job better than others. I just try not to take these things personally, even if it feels like I'm banging my head against a wall

Terri

Thanks - I don't feel badly, nor have I taken it personally. I've been a DISboards member long enough to know that there are lots of opinions around here. I just have to shake my head though when people are told that in fact there is a policy, whether it's written or not, shouldn't be the issue. When executive team members have communicated that there is definitely a protocol to be followed in case of illness, as several of us have reported, especially those of us who have BTDT, then the discussion of whether there is not a policy should be over. Yet, as in true DIS fashion, some people are still debating whether there is really one, should there be one, etc.?

It just makes me go hmmm...? as to what will convince people that indeed Disney, and that includes all of Disney, has, will and should continue to handle all illness issues with respect, safety and courtesy to their guests.

Thanks, Tiger

 

[Doingitagain]

Perhaps OT, but independent if any one got sick, if a guest washes towels, aren't all towels removed from a unit and washed by housekeeping before new guests arrived? I would hope so.

I just don't want to think about having towels left in the unit by a previous occupant, not knowing if they were truly clean.

 

[acejka]

Perhaps OT, but independent if any one got sick, if a guest washes towels, aren't all towels removed from a unit and washed by housekeeping before new guests arrived? I would hope so.

I just don't want to think about having towels left in the unit by a previous occupant, not knowing if they were truly clean.

Call me a germaphobe, but that is the exact reason why I bring my own towels, pillows and sheets from home. Though we do drive down and have plenty of room to pack these things thank goodness!

I also run the dishwasher with the items we will need, and do my own little cleaning of the room. I don't know what germs might be sticking around from the last guest, and if I can clean up and prevent catching them, I will certainly try.

BTW, I agree with everyone who says there are bodily fluid SOP that should have been followed, and mousekeeping dropped the ball on this one.

 

[lugnut33]

What you do between you and someone else is of no concern to me but it would not convince me Disney should alter their policies.

Yeah, until you ran into a hallway full of towels with vomit on them because somebody didn't want to pay the "extra towel fee".

All I know is I hope Tiger926 is correct. Also, I hope that if a family needs some extra towels because their kid is sick I hope they get them free of charge.

 

[ShootingStarMom2]

My opinion and what I would expect in a situation as this. It's a timeshare, you are responsible for your own towels. At home, if you or your child throw up, you throw out the towels? I don't! It's not like this was a crime scene full of blood which is a totally different issue. I would pay for extra towels/sheets, the price is reasonable, if I chose not to wash them. I would purchase cleaning supplies/disenfectant to clean up any further mess, the same as I would do at home. I would not expect someone else to clean up after myself or my child. Housekeeping freely gives you cleaning supplies, all you have to do is ask (I've asked for bathroom cleaning products before). If the bedspread was affected I would ask them to remove it as I'm sure theyr equire commercial size washers.

I don't call the Hazmat team everytime somebody throws up at home.

The term bodily fluid entails ( I won't horrify you with the details) a heck of a lot more than throw up, but no one apparently is concerned about any of those. If at the end of this I felt the room needed further cleaning I would call housekeeping and inform them of such and ask about the charge for cleaning, I would consider it my financial responsibility. If they chose not to charge I would feel wonderful but I wouldn't expect it!

I don't throw away my towels at home. But I also have more on hand to wash and dry while my kids are sick. I didn't even have a washcloth left. So I figured I would call and get more towels instead of my son getting sick all over the rest of the room. Unless you can calculate when a child is going to throw up, I'm pretty sure I was covering all the bases. I'd rather have them be sick on towels, which are much easier to clean than say the sofa or carpet.

I also wouldn't expect to have to clean the carpet. Are you going to rent a steamcleaner while you pick up your cleaning supplies? Or do you think housekeeping will knock on the door and leave one so you can do it yourself? Even if someone did get sick and not tell the housekeeping staff, I would hope that they would notice themselves that the room needed extra attention.

What I didn't deserve was an attitude. Period. Timeshare, hotel, fee or no fee.

 

[Simba's Mom]

Yeah, until you ran into a hallway full of towels with vomit on them because somebody didn't want to pay the "extra towel fee".

 

[hakepb]

Policy or not I am kinda wondering what in the world my dues are paying for?!?!?!? If it's not to help out families in this situation and in turn do what any hotel or resort should do if their is a sick guess then I am not sure what I am getting. Otherwise, we should then save DVC money and have all of us clean up after ourselves and vacuum and switch sheets for the next guest.

And this is why I think sick cleanup is part of the resort management budget, not mousekeeping.

Think about it, mousekeeping dues pay for the normal, as-needed room cleaning that should occur between the hours of 6a-6p, but DVC resorts seem to have available 24 hour mousekeeeping personnel.

You do not have 24 hour housekeeping or maintaince at, say, comfort inn's (If you need an extra towel or sheet at 2am, the desk manager gets it, or the desk manager tries to fix it, but an actual repair may wait until the next day) At WDW, one of the premiums of being on site is the additional 24 hour service.

I do not think 24 hour mousekeeping should be part of normal mousekeeping dues, unless these 24 hour mousekeepers are primarily manning laundry and are occasionally available for additional service, at no actual cost increase to DVC members (much like free vallet used to be)