Just returned from week at OKW and week on the Fantasy, so first opportunity to post.
I started this thread detailing a great call on the road to Disney that we had with MS http://www.disboards.com/showthread.php?t=2974071 and wanted to give an update.
Based on our call, we were able to get an extra night for our early arrival, which was great as in same villa all week. CM ordered us our APs, but neglected to tell me that the resorts aren't printing them up anymore, so that was our first glitch. No biggie as we picked them up at Will Call window next day.
Check in was very quick and easy, and they informed us that they did an extra clean as we asked for, as we have respiratory issues. So they did extra dusting, and swiped for spiders. We were grateful for that!
Upon entering our villa, it was very clean and spotless, so thumbs up! Here is where our troubles began:
First problem - The biggest problems were plumbing and air conditioning. Upon entering our room with bags of groceries at 10:30 pm, we were met with water on the floor near air. Thought it was due to condensation on bags, so we toweled it up, put groceries away and went to bed.
Second problem - We had the exact same problem in January in a 1 bed, and that is with clogged bathroom fixtures (shower and sink). Called about that in the morning, along with water leak.
Third problem - ice machine in fridge made extremely loud noises all night. Kept kids up, so we had to make sleeping arrangement switch, which was not good at all. The sleeper sofas are not comfortable at all, and hubby and I have back issues, so I slept out there with 1 kid, while other slept in bed.
Fourth problem - not a major one at all, but wheels on dishwasher kept breaking off, so rack was very troublesome.
Fifth problem - daughter who is very allergic to spiders like myself, got bit very badly during the night. Woke up to very swollen legs, and an uncomfortable little girl.
We placed our call first thing in the morning, and they put us in priority. Despite this, it took all week for problems to be fixed. It required an extensive amount of maintenance on our end, as supervisors were constantly calling and visiting our room (several of them while we were not there), and maintenance and housekeepers were in and out of room all week.
Engineer who fixed the sink left moldy bits around the sink, as well as disgusting toilet brush out, so I had to clean that up, as housekeeper never showed up.
We had an excellent housekeeping manager who was amazing to deal with. He called us each day, and came into the room to check on the progress of all of the repairs. Despite them trying to fix the fridge by replacing ice machine, it was still broken when we checked out.
For all of these troubles, he credited us 2 nights of points back, as well as brought us extra towels, as I spent a good deal of time soaking up the water leaks on the floor. This was a total surprise to us as we weren't expecting that at all. He thanked us profusely for reporting the problems because quite frankly, the last guests as well as the housekeeper should have reported the leak, clogged sink and broken dishwashwer and ice maker.
CMs were attentive, patient and very helpful in dealing with these issues. Our biggest priority was getting them fixed so that the next family wasn't inconvenienced like we were. We are hoping that this villa was taken out of service like they promised us, as there is water under the laminate, so it needs to be taken up and sanitized to avoid mold.
Despite all of this, we had a great time. Parks were not busy, and OKW was nice as usual.
We are feeling like we may take a break from OKW on our next trip though, as the last 2 trips (and our last was in January) have seen us deal with problems.
Thought it important to post this and let others know how great DVC was in handling these issues. Sad that other members did not report the problems though, and that housekeeping missed them as well.
Tiger
I started this thread detailing a great call on the road to Disney that we had with MS http://www.disboards.com/showthread.php?t=2974071 and wanted to give an update.
Based on our call, we were able to get an extra night for our early arrival, which was great as in same villa all week. CM ordered us our APs, but neglected to tell me that the resorts aren't printing them up anymore, so that was our first glitch. No biggie as we picked them up at Will Call window next day.
Check in was very quick and easy, and they informed us that they did an extra clean as we asked for, as we have respiratory issues. So they did extra dusting, and swiped for spiders. We were grateful for that!
Upon entering our villa, it was very clean and spotless, so thumbs up! Here is where our troubles began:
First problem - The biggest problems were plumbing and air conditioning. Upon entering our room with bags of groceries at 10:30 pm, we were met with water on the floor near air. Thought it was due to condensation on bags, so we toweled it up, put groceries away and went to bed.
Second problem - We had the exact same problem in January in a 1 bed, and that is with clogged bathroom fixtures (shower and sink). Called about that in the morning, along with water leak.
Third problem - ice machine in fridge made extremely loud noises all night. Kept kids up, so we had to make sleeping arrangement switch, which was not good at all. The sleeper sofas are not comfortable at all, and hubby and I have back issues, so I slept out there with 1 kid, while other slept in bed.
Fourth problem - not a major one at all, but wheels on dishwasher kept breaking off, so rack was very troublesome.
Fifth problem - daughter who is very allergic to spiders like myself, got bit very badly during the night. Woke up to very swollen legs, and an uncomfortable little girl.
We placed our call first thing in the morning, and they put us in priority. Despite this, it took all week for problems to be fixed. It required an extensive amount of maintenance on our end, as supervisors were constantly calling and visiting our room (several of them while we were not there), and maintenance and housekeepers were in and out of room all week.
Engineer who fixed the sink left moldy bits around the sink, as well as disgusting toilet brush out, so I had to clean that up, as housekeeper never showed up.
We had an excellent housekeeping manager who was amazing to deal with. He called us each day, and came into the room to check on the progress of all of the repairs. Despite them trying to fix the fridge by replacing ice machine, it was still broken when we checked out.
For all of these troubles, he credited us 2 nights of points back, as well as brought us extra towels, as I spent a good deal of time soaking up the water leaks on the floor. This was a total surprise to us as we weren't expecting that at all. He thanked us profusely for reporting the problems because quite frankly, the last guests as well as the housekeeper should have reported the leak, clogged sink and broken dishwashwer and ice maker.
CMs were attentive, patient and very helpful in dealing with these issues. Our biggest priority was getting them fixed so that the next family wasn't inconvenienced like we were. We are hoping that this villa was taken out of service like they promised us, as there is water under the laminate, so it needs to be taken up and sanitized to avoid mold.
Despite all of this, we had a great time. Parks were not busy, and OKW was nice as usual.
We are feeling like we may take a break from OKW on our next trip though, as the last 2 trips (and our last was in January) have seen us deal with problems.
Thought it important to post this and let others know how great DVC was in handling these issues. Sad that other members did not report the problems though, and that housekeeping missed them as well.
Tiger
