Just back, problem looking for help.

[caracarn]

We just returned from our first trip and we had a housekeeping issue and I was wondering what more seasoned members suggest we do to bring it to DVC's attention.

We stayed 6 nights at VWL. It was our first trip home, so we were learning the ropes. I did not bring my member book with, so I was trying to go from memory as to the housekeeping services. Anyway, we have two little girls and the first two nights we bought a LOT of souvenirs, mainly dolls and such, so we had piles of empty boxes. Nothing dirty or something we had to get rid of or we would have taken the trash out ourselves, just bulky. Anyhow, into the fifth day, we had seen no evidence of housekeeping. I called lodegkeeping and asked what the policy was and they said we had been due for our "trash and towel" service two days ago. She asked if it had been done, and when I said no, she said they would send someone to take care of it. We were going to MVMCP so I told her we would be out of the room from 7-12 and she said someone would come after 7. When we returned, nothing had changed, and as of the end of our trip we still had not had a trash and towel service.

My question is, do I talk to Wilderness Lodge about this, or do I call DVC? And if so, which area? I feel we pay enough for these accomidations to at least get the minimal housekeeping that comes with them. I've never had housekeeping miss a day when we stayed at the Lodge in a regular room, and this was only one day in 6 that they needed to do. We were at the very end of the hall in the last room (1558), and I asked if maybe they simply had not had time to get down there, but was informed that was not the case. Was wondering if anyone else had a similar problem. Also when we arrived the fold out sofa had no sheets, blankets or pillow cases and I had to call housekeeping for those. Those arrived in 10 minutes, so I was sad to see no response from our requests for the trash and towel service.

Any feedback would be appreciated.

 

[disnygrl00]

I think your best bet is to call DVC directly. Although the fault may lie with the WL housekeeping staff for overlooking your room. The people at DVC should definately know about your experience so they can prevent it from happening again.
I is true that you don't get trash & towel service until after four days, but by six days they definately should have been there.

 

[Simba's Mom]

We had a problem at VWL once and when we got home, I mailed a letter to Rilous Carter, GM of WL, and had a copy sent to DVC. What was funny was that the front desk manager called me as a result of the copy I sent to DVC. I never did hear from Mr. Carter.

 

[Simba's Mom]

We had a problem at VWL once and when we got home, I mailed a letter to Rilous Carter, GM of WL, and had a copy sent to DVC. What was funny was that the front desk manager called me as a result of the copy I sent to DVC. I never did hear from Mr. Carter.

 

[JudithM]

Sorry to read you had housekeeping problems at VWL. At the time of your stay, I would have contacted the housekeeping manager directly. However, now that you are home, you might want to email Jackie Lueders, the DVC Member Satisfaction Manager. I personally met her last week at the OKW annual meeting & she is concerned about members' satidfaction. You can send her an email at members@disneyvacationclub.com . I would suggest a subject line like "attn: Jackie Lueders."

 

[Dean]

Just to make sure I understand, they didn't change the towels or empty the trash during your stay at all?

 

[caracarn]

Yes, Dean that is correct. I've stayed on property at various resorts many times, but this was my first DVC stay. I never had an issue like this before. Especially after I called them and it was still not handled.

 

[RobDoc]

Trash/Towel is supposed to be on day 4 (counting arrival as day 1) for all stays up to 7. For stays of 8 or more days- day 4 should have a full cleaning (with fresh bedding, vacuuming, etc.- in addition to new towels and trash removal) followed by a Trash/Towel in another 4 days.

I would let the resort know about your disappointment, but always urge guests to contact the resort at the time until they respond to your concern. This should have been easily remedied at the time. Sorry you didn't get the service you should have.

I'd write to the resort manager and email Jackie Leuders, as suggested- just to let them know of your disappointment.

 

[Dean]

Originally posted by caracarn
Yes, Dean that is correct. I've stayed on property at various resorts many times, but this was my first DVC stay. I never had an issue like this before. Especially after I called them and it was still not handled.

I agree, I'd write the manager with a copy to Jackie at MS or vice versa. At this point it's just a matter of information as I don't think you'd be due any compensation. Let us know what they say.