Just Back from 8 nights in OKW GV **Issues**

[dumbo71]

I would e-mail guest services. I couldn't find the e-mail address but if you go the the disney website, at the bottom under "contact us" there is a place to send e-mails. I sent one after our Sept. trip, nothing was as bad as dirty underwear or feces on the floor but there were issues that made our trip less magical than previous trips. DH laughed and said, "I bet they just delete those messages" and I agreed.

About 2 weeks after my email, my phone rang one morning and showed up on caller ID as "Lake Buena Vista", figured it was a telemarketer but I answered anyway. It was a lady from WDW guest services, she went over each complaint with me and apologized. She said that she had contacted the manager @ BWV and he was going personally to our room to check out the problems (we had quite a bit of mold & mildew in the shower). There were other issues as well that she addressed.

Perhaps if WDW gets enough of these complaints they will take them seriously. If they don't receive any complaints then they will assume that everything is great.

If you send an e-mail, give them your room # and dates. With a room in that bad of shape, they need to look and see who was in charge of cleaning it and see that they don't let it happen again.

What strikes me funny is that despite all of this DVC still has the highest satisfaction level of all timeshares. My poll reflects this level of satisafction as well. Makes you wonder what the "other guys" are doing.

Having WDW right there helps smooth over any problems. If DVC was a stand alone timeshare not on WDW property, those satisafaction levels would be no where near the top IMO.

DVC needs to stop piggy backing off of WDW and maintain the standards. For those that think these are isolated incidents, I beg to differ. Isolated in the past but becoming more and more common. Anyone remember the cleanliness of the parks years ago???? Even that has slipped. So sad, really.

As a previous renter of points, it was becoming increasingly more difficult dealing with complaints about DVC from renters. That is right, I had many renters coming to ME with complaints. I always tried to steer them back to DVC but many requested some sort of compensation directly from me. It became too much. In twelve years of renting I had more complaints in the last 3-4 years than in the previous 8-9 combined.

 

[Tink10]

But FECES on anyplace?????????? is there different ways on how HUMANS do number 2 ???? Don't we sit and deliver and wash/wipe and flush ??? This is one thing I cannot grasp ?! How do their own bathroom in their houses look like ???

I don't get it either How does someone get it on the door frame???

 

[disney-super-mom]

I don't get it either How does someone get it on the door frame???

I don't even want to know! YUCK!

 

[emma'smom]

I totally agree! the only way to actually GET the front desk is to go down there yourself and ask to speak to a manager. I have occationally called housekeeping directly too, but if it is after housekeeping hours, that wont be much help.

...and when you went.. you should have taken the dirty thong with you and held it up in the air for all to see as you explained the situation. That would have given you a quick response I bet.

 

[kathleena]

OMG I so would have been down to the front desk to talk with the manager right away. First to ensure the room was cleaned right away - second to complain very loudly about being told that the use is high so I should expect some problems???? Unacceptable!

So sorry you had this happen!

 

[cobbler]

Um, YUCK!! So sorry this happened to you. It is unacceptable.

 

[jarestel]

What strikes me funny is that despite all of this DVC still has the highest satisfaction level of all timeshares. My poll reflects this level of satisafction as well. Makes you wonder what the "other guys" are doing.

The OP's experience was certainly not something that reflects well on DVC and their quality control. However, I would say (and I am definitely no excuse maker for Disney) that issues like these are not exactly commonplace. So that would explain the satisfaction levels. If 90% of all guests within a certain time frame experience minimal or no problems, the resort will have a nice overall satisfaction level. That doesn't excuse DVC from culpability for the 10% who had definite problems though and they need to work harder to make sure things like this don't happen in the future.

 

[MiaSRN62]

dumbo71 says : Anyone remember the cleanliness of the parks years ago???? Even that has slipped. So sad, really

This was noted by us, big time, last month. The public restrooms in the parks were a mess---at least 50% of the ones we used.

 

[debbiepump]

I wonder where WDW comes up with such BS excuses for the lack of housekeeping? Room not ready til 6pm? Isn't check in supposed to be 4pm?
How about if we all as guests not check out til let's say, 4pm..........
wonder what WDW would do then? I do alot of traveling and got to tell you that WDW is got to be the worst for the excuses and almost not caring attitude.

 

[dumbo71]

I wonder where WDW comes up with such BS excuses for the lack of housekeeping? Room not ready til 6pm? Isn't check in supposed to be 4pm?

Well, the way they cover themselves is that it is worded "Check in after 4:00 p.m."

Marriott has a number you call to let housekeeping know you are leaving the room and checking out. This helps get rooms ready quicker. I've always gotten into my room at Marriott timeshares early. I wonder if this has something to do with it? It helps them get a jump on vacant, dirty rooms.

How about if we all as guests not check out til let's say, 4pm..........
wonder what WDW would do then?

They would charge you a late check out fee or the daily rate for that room.

I do alot of traveling and got to tell you that WDW is got to be the worst for the excuses and almost not caring attitude.

Years ago I would have ripped that statement, sad to say I am now slowly agreeing with it.


edit: sorry I screwed that up. Please read the non quoted stuff even inside the blue box.

 

[dianeschlicht]

One of the first things that drew me to WDW was the cleanliness of the place on our first trip in 1981. I always like to give the example of what happened when I was in the restroom at MK. I dropped my tissue on the floor, and before I could reach down and pick it up, an attendant stuck her little broom under the door and snatched it right away! Bathrooms were always spotless. Oh how I long for those "good old days"!

 

[Deb & Bill]

How much you want to bet that the previous occupants did not leave the villa on time and housekeeping had to hustle to clean. Plus, I bet it was trashed. Sounds like it might have been. We checked in on New Year's Day this past January and couldn't get into our villa until about 5:30 because the previous occupants didn't leave until about 4:15. Management doesn't remove their stuff either and they just keep trying to find them to let them know they must vacate the property.

 

[dr&momto2boys]

Had a fun trip, but have some major concerns.

1. GV was not ready until almost 6pm. Annoying, but not major.

2. My four year old son comes out of the master bedroom holding a womans dirty thong. We were not in the room 5 minutes and he said he found it near the toilet.

3. Found two empty corona bottles and half a lime next to the floor on the bed.

4. Bathroom had feces on the floor near the toilet.

I called the front desk to let them know, and I was told that some issues should be expected since GV's get alot of use. I told them that my son should not be carrying around womens dirty underwear and I should not find feces near the toilet. I got the standard " we will have someone up soon". Soon was the following day.

In the end, I feel that Disney is letting things slip more and more. Anyone else notice this, or am I being too picky?

I would have insisted someone get there to clean right away after not even getting in until 6pm! They really should have compensated you in some way. I would continue to pursue that if I were you. It's very disturbing that anything like that "is to be expected." That's not very Disney-like!

 

[dr&momto2boys]

How much you want to bet that the previous occupants did not leave the villa on time and housekeeping had to hustle to clean. Plus, I bet it was trashed. Sounds like it might have been. We checked in on New Year's Day this past January and couldn't get into our villa until about 5:30 because the previous occupants didn't leave until about 4:15. Management doesn't remove their stuff either and they just keep trying to find them to let them know they must vacate the property.

Now I'm getting very concerned. We are staying at a BWV GV next year with 4 small children. It's really going to start our vacation off wrong if we have an experience like this!

 

[MickeyCrazed]

Marriott has a number you call to let housekeeping know you are leaving the room and checking out. This helps get rooms ready quicker. I've always gotten into my room at Marriott timeshares early. I wonder if this has something to do with it? It helps them get a jump on vacant, dirty rooms.

Ha! Out of courtesy, I tried calling Housekeeping at OKW on my check-out morning in October. I figured if they knew I was leaving early, they could get a jump start on the room so it would be ready for the next guest...

Unforunately, Housekeeping's phone just rang and rang... and finally I gave up and checked out without anyone knowing. So much for helping the next guest.

 

[wilderness01]

This reminds me of the first time we used our DVC as members. We stayed first at BWV, which was relatively clean, except for a moldy shower, stained couch and toothpaste smeared on the wall/bathroom door. Oh well, at least toothpaste is clean. Next we moved over the the BC, not the villas. Our room was less than stellar but I knew it was going to be rehabbed so I didn't complain about the profuse mold all over the bathroom bathtub/around the sink. Next we went to VWL where we were supposed to get a non smoking room for medical purposes. We had a sick child and waited until 5 pm for the room, even though at 2 pm they said our villa was ready and just waiting to be cleared. We went up to the villa and it reeked of smoke. Back down to the front desk demanding to speak to management got us a room at OKW since VWL was booked. Our child was burning up and needed to rest. We got to our 2 bedroom at OKW and I started laundry right away as he had been vomiting for the past day. The room was in ok shape except that the floor was FILTHY and my kids socks were black within no time. Oh well, I would just throw the socks out and not even attempt to get them white again. Anyhow later that night I went to go into the master bathroom and there was feces smeared on the bathroom door. I was LIVID. I called down to the front desk and asked for a manager. This was the very last straw of this trip. They offered to sent housekeeping but it was 10:00 pm and our sick child had just fallen asleep. I cleaned up the mess on the door and didn't let anyone use that bathroom. I was so upset. The next morning when we were checking out housekeeping came to our door to try to clean for the next guest. I told her we would be out in 20 minutes. It was about 9 am. The housekeeper left to go clean elsewhere and also left all the clean linen for the villa on the wet concrete. There was no cart, it was just laying on the floor. I couldn't believe what I was seeing. It just seemed so wrong. I'm talking sheets, towels, etc. When we got home I wrote a very long letter to the Executive Office, along with a cc to my salesperson and DVC. At least a month to 6 weeks later I received a call from the Executive Office asking to go through my letter. He said he had never gotten any other complaints of dirty villas and he was shocked we had had any problems. I knew right there it was a lie. I was so disgusted and second guessed our purchase of DVC. Throughout the last so many years our villas have been relatively clean, that first time was indeed the worst. I just think there is no excuse for that. I have had to clean mirrors and the kitchen, even last year due to grease on the counters, etc. which have not made me happy but at least I wasn't grossed out like that first visit some years back. I know I have read that DVC has a very high satisfaction rate, but if housekeeping keeps this lack of cleaning up, they will have more and more dissatisfied customers and more resales. It is really ashame. DVC really needs to get on the stick and make sure the villa is clean. Really, who wants to stay in dirty accomodations and who wants to be cleaning up someone else's mess upon starting their vacation?

It is nice to see that the OP didn't get flamed. I remember when we came home and I posted my experience I got totally blasted. One person even posted "how did I know it was feces, maybe it was chocolate and did I get it analyzed?" That really upset me, so really I am glad to see this hasn't happened to the OP. Again, I am sorry this happened to you OP. I hope you have better luck next time.

 

[lizanne]

Out of courtesy, I tried calling Housekeeping at OKW on my check-out morning in October. I figured if they knew I was leaving early, they could get a jump start on the room so it would be ready for the next guest...

We did the same thing earlier this month and were told that the only way our room would be considered vacant and ready for housekeeping was if we went to the front desk and checked out. Otherwise they consider the room occupied until 11:00.

Just as a side note, we also noticed that WDW in general was not as clean as in the past. Particularly the restrooms in the parks.

DVC doesn't seem to be the only area with housekeeping problems. We stayed at the Grand Floridian for the first 5 days of our stay. Twice, when returning to our room at 2:45 in the afternoon, housekeeping had not been there. On two different occasions when returning to the room at 9:00PM the bed hadn't been turned down and they knocked on our door at 9:15 to do so. The hallway on our floor was never vacuumed during our stay and it was really dirty - actual trash on the floor and dust bunnies and pieces of thick string were all over the carpet. Nothing as disgusting as what happened to the OP, but if I had been paying cash for that room, they would have heard from me. We thought that perhaps they cut back on staff.

 

[MiaSRN62]

The housekeeper left to go clean elsewhere and also left all the clean linen for the villa on the wet concrete. There was no cart, it was just laying on the floor. I couldn't believe what I was seeing. It just seemed so wrong. I'm talking sheets, towels, etc.

wow....that was gross. I know everytime we stay at OKW, we see the clean linens sitting in a clothes basket outside the doors. I can't imagine what that housekeeper was thinking ? I think if I saw that, I'd have to snap a pic to show management. It's unacceptable.

 

[Beca]

One person even posted "how did I know it was feces, maybe it was chocolate and did I get it analyzed?" .

I actually remember that!!

What I don't get is HOW MANY PEOPLE obviously get poop someplace other than where it was intended to go!!! Seriously, HOW do they do this??? And, why does this seem to be such a widespread problem??? I mean, are this many people getting viruses which cause poop to "explode" out of their bottoms as they sit or rise from the toilet??? I really don't understand!!

People do VERY strange things!! When I was a flight attendant, I found poop several times all over the walls of the airplane bathroom. I mean, how DOES someone do that????!!!!

I am all for fixing whatever problems DVC mousekeeping is having, but, seriously....what kind of people are buying DVC???!!!! And, what is happening to the park bathrooms? Are people SUCH slobs that the bathrooms in the parks are so gross??? I just don't get it!

When we were in Germany, the people there were fanatical about clean bathrooms....Germany had the cleanest bathrooms I had ever seen. Some McDonald's even had toilet seats that would rotate and get washed after every flush. It was amazing!!! And, if there was a single piece of toilet tissue or anything on the floor, the German women would not use that bathroom. They would ALWAYS wait for another one. (Of course, they didn't have trash cans in their McD's either...you just slid your tray onto a shelf, and the employees were constantly emtying the shelf.) Why are Americans such bathrooms slobs???!!!

I went to the Cheesecake Factory last weekend, and I wanted my dd to wash her hands. She is so short that she ends up getting her arms all wet as she leans across to the sink, and the counters were absolutely soaking wet. So, before I could let her wash her hands, I had to get a bunch of paper towels and dry the sink. Then, after we finished eating, I took her to the potty again, and once again the counters were soaking wet...so, I had to get towels and dry them off again. I am always doing that at WDW, too. People don't leave the counters in their home soaking wet, so why do it in public?

Don't get me wrong....WDW service is slipping, and mousekeeping needs to do better....but, Americans need to stop trashing public restrooms, and they need to stop spreading poop on the walls and doors of DVC rooms!!!

For the life of me....I just cannot figure out how someone would POSSIBLY do that??

 

[PinkTink63]

...and when you went.. you should have taken the dirty thong with you and held it up in the air for all to see as you explained the situation. That would have given you a quick response I bet.

The look on the CM's face....priceless!
Maybe I need to bring rubber gloves with me next trip!