Just got back from OKW - shocked by uncleanliness of room

[hockeyprincess]

Oh wow! We're leaving in 3 weeks and I hope our room is clean, I will be inspecting before we unpack for sure! We have stayed there in the past and were very pleased with our room. We will be in a studio for this trip, but just bought at OKW and plan to stay in a 1bed for our next trip. Thanks for sharing, and I am so sorry your room was not acceptable...I understand the mold smell, while not allergic I have a very sensitive nose and can smell almost anything, where my husband is exactly the opposite! Here's to more magical trips in your future!

 

[DisFlan]

On a similar note, it was actually nice to see the BWV getting a general paint job and the lobby floors getting refinished while we were there a few weeks ago. It made me appreciate the fact we pay maintenance fees each year and they are keeping the place looking nice.

We noticed this last month at BWV, too. They were refinishing the floors when we were there, and I was glad to see that the whole place looked like it had had a good going over. It was cleaner than we've seen it in a couple of years. Our villa was spotless, including the couch and the balcony - the first time in three trips.

DisFlan

 

[twinklebug]

I also had a bad experience at Coronado Springs. It was not, however, with cleanliness. There was a faulty fire alarm that went off at 1:30am, 2:15am, 3:30am, and one final time at 5am. Each time, we were asked to evacuate and wait for an all clear. When I complained in the morning, the manager said they can not do anything for me, I said the least he could do is buy me a cup of coffee. He laughed and did nothing. I wrote a letter to Disney customer service, and honest to god, they sent me a letter back that said, "We are sorry to hear that your stay was not to your standard. We would like to take this opportunity to let you know that the greater Orlando area has numerous resorts to choose from, while you are on your next Disney vacation..." In other words, we dont care, we will fill the room, whether you come or not.

I agree their response was the phrased the opposite to what it should have said. What I read is they're saying "Tough cookies, safety first" What it should have read was "Disney takes the safely of our guests extremely seriously. We are sorry your stay was interrupted due to a malfunctioning fire alarm, however it was best to obey the safety regulations and evacuate the area than to risk injury if the alarms were real. We hope you understand that we value your and your families lives and hold that the evacuations were a necessary precaution." ... and they should have included a coupon for a free coffee

 

[Entropy]

Oh wow! We're leaving in 3 weeks and I hope our room is clean, I will be inspecting before we unpack for sure! We have stayed there in the past and were very pleased with our room. We will be in a studio for this trip, but just bought at OKW and plan to stay in a 1bed for our next trip. Thanks for sharing, and I am so sorry your room was not acceptable...I understand the mold smell, while not allergic I have a very sensitive nose and can smell almost anything, where my husband is exactly the opposite! Here's to more magical trips in your future!

Don't worry about it. Your room will probably be very clean as all of mine have always been. These complaint threads collect anecdotes of problems, this one being dirty rooms. You don't see threads about how clean a room is and then a lot of "me too" responses.
Don't get me wrong, I'm not arguing with those who have had problems with dirty rooms but instead I'm saying that problems like this are the exception not the rule. It's important to mention and discuss them for the sake of future guests (like me) who are planning on visiting regularly for the next... oh, 47 years if I can keep going that long.

 

[Entropy]

...snip messy room...

We did speak to a manager & a housekeeper came to clean the filthy front door & wipe some things down. The next day we had clean linens & what they called a VIP cleaning.

...Snip bad customer service...

I was wondering how important I have to be to get a VIP cleaning. I bought DVC property, paid a lot of money and have all of these people so glad to see me return that I'm welcomed "home" frequently.
My kids think that I'm pretty important in that they get very upset if I'm unable to despense cash on short notice or give them a ride somewhere on shorter notice.
My wife thinks that it's important that I'm able to kill bugs and look under the fridge to see what that noise is. And tighten the hinges on the cabinet doors. VERY Important those cabinet doors.
I have a bunch of people at work who depend on me to sign their time cards without which they wouldn't get paid and thus would be unable to live indoors and eat prepared food. That's' pretty important.
I own WDI stock. Not as much as Thomas Staggs or Steve Jobs, but I can buy a few double-shots of espresso at the coffee place with the dividend check. They seem to appreciate that.
I have an acquaintance named Bob Eiger. Not THAT one but I'm thinking if I mention him enough in conversation that I might get a VIP cleaning.
So, what at DVC makes you a VIP so that one can get a really good room cleaning? Is there an application that I have to fill out?

 

[cindymouse6]

I am an owner at OKW since 1994.... can't even remember the number of times I have stayed... but this past July will be my last time for many years, if ever again. 2BR for 12 nights in building 14 right across from the main pool. The carpet was infested with insects that left bites and sores on everyone's feet and legs for 6+weeks once returning home.... I thought perhaps it was mosquitos since it was July, but we wore bug spray, came back and swam and then to the room... and noticed as we watched TV at night, we got bitten...eaten up is more like it... took us about 7 days to realize it was the room.... they came and sprayed... got better, but not 100%.

Refrigerator didn't work... brought tons of food from home and had to keep them in coolers for 2 days till maintenance could fix it and get it working.

The 2nd worst was the air conditioner.... someone had set a program for it 78 degrees starting at 1am... I would wake up in a pool of sweat.... I'm the "engineer" in the family and couldn't figure out how to reset it, so it was my job every am to wake up and override the system at 1am....

not a relaxing trip. Love the new slide, but a lot of the deck has been removed and the pool felt very crowded... veeeerrrry crowded. Loved the pool games... they were great... very crowded.... and snakes crawling out of the greenery behind the slide made me feel uncomfortable with my kids running around to the entrance of the slide only to step on a snake.... one kid did (several did) and the "snake charmer" had to come and get the snake, only to re-release it into a different part of the neighboring shrubbery.

I will now use my OKW points to stay at SSR --- their pool is very large and nice... don't like the quick service food location (love it at OKW), but we like to park our car in front of the unit which is why we always stay at OKW... well, now we'll go to SSR.

THank you for the email address for DVC... I have saved it as a contact in my address book and will certainly use it.

Cindymouse6
Chattanooga, TN

 

[MiaSRN62]

The 2nd worst was the air conditioner.... someone had set a program for it 78 degrees starting at 1am... I would wake up in a pool of sweat.... I'm the "engineer" in the family and couldn't figure out how to reset it, so it was my job every am to wake up and override the system at 1am....

I've had this happen at several resorts (DVC and non DVC). It is frustrating because we'd wake up in a sweat too. So this is not unique to OKW.

 

[edk35]

I am so sorry about your experience. That would have made me sick. YUCK!

I'm going to plead ignorance here, and say that I think a lot of this has to do with the management team of the resort, and less about Mousekeeping. Here's why:

We were down this past Aug and stayed at VWL. In all the years we've stayed in DVC resorts, this was by far the cleanest room we've ever had. I would go as far as saying it was spotless! After check-in, we had a recorded message welcoming us, and telling us to call the front desk if we needed anything. Later that evening or the next morning, we got a personal call asking if the room was to our specifications, and if there was anything they could do for us! I called and asked for an extra blanket, and they brought it to me within the 1/2 hour. I was absolutely floored. I felt resort's leaders held staff to a higher standard of customer service, and followed up with guests to ensure expectations were being met.

I was truly wowed by the experience and the stay. Fortunately, I received a survey and was able to tell them how pleased I was with our visit. We passed Mousekeeping in the hall most days, and they were always working hard and so friendly. I thanked them for how clean our room was when we arrived. Everyone likes to hear they're doing a good job!

We had about the same experience at BCV this past summer. When bell services took us to our villa...he asked if he could do anything for us or bring anything to us. We had a welcome call, we had departure call and received a postcard for a survey when we got home. I think all DVC resorts should do this.........in my opinion.

 

[MELSMICE]

I was wondering how important I have to be to get a VIP cleaning.

LOL. If it makes you feel better, I think the so called VIP cleaning was just a change of linens & the same thing they do when the rooms are turned over to a new guest, considering there was still a crayon under the chair & the dust was still caked in the light switches.

I guess I wasn't a real important VIP, just an average one!!!

The 2nd worst was the air conditioner.... someone had set a program for it 78 degrees starting at 1am... I would wake up in a pool of sweat.... I'm the "engineer" in the family and couldn't figure out how to reset it, so it was my job every am to wake up and override the system at 1am....

On one of our previous trips we had the same kind of trouble with the air. I finally called maintenance & they took care of it. I can't remember exactly what he told me (I think something had to be reset) but they went in the locked cupboard in the hallway to take care of it.

received a postcard for a survey when we got home. I think all DVC resorts should do this.........in my opinion.

We have always received postcards, whether it's from a cash resort or a DVC stay. My DH has even received them after playing golf on the Disney courses. We always answer them very honestly.

 

[dianeschlicht]

Please email your concerns to the DVC Member Satisfaction Team.

dvcmembersatisfactionteam@disneyvacationclub.com

Include your name, member ID, phone number, and your complaint or concern. You will be contacted in a few days. A report of all contacts is distributed to the DVC management.

We can vent here all we want but to make things better we need to have our voices heard by the right people.

Absolutely, and until everyone who has an issue goes through this proper channel, nothing will be accomplished. A few complaints here and there mean nothing, but if they get the percentage of complaints that actually exist, maybe something productive will come out of it.

 

[lugnut33]

Just to keep DVC on their toes, perhaps people heading down should copy and forward a letter asking if that is what they can expect on their trip?

 

[rbuzzotta]

I do think that OKW mousekeeping (whether their management or the mousekeeping) has slipped over the past few years!!

I was not happy with my T & T this past summer and the way I was spoken to on the phone when voicing my complaint. Anyways, I built a bridge and got over it.

Here are a few things I have taken to doing on arrival:

1 Put all dishes, cups, mugs and silverware in the dishwasher and put on.

2. Wipe down the counter

3. Spray the shower and bath with cleaner (I bring a small bottle with me)

4. Fill and clean the jacuzzi

5. Run the washer with detergent and no clothes

6. Wipe down the toilet seats

Then I start to unpack.

WE always get a 2 BR (unless a quick weekend with only 4 of us) so we really dont' use the sleep sofa but my girls may use it if they are watching a movie or don't feel like sharing a bed!! WE have found many things in the sofa...............I usually whip out the vacuum and give a quick sweep. I always leave it open on check out!!! I usually put a blanket over the sofa depending on how it appears (I have had really yucky stained ones before) and we sit on that.

I NEVER walk in the room in bare feet and request my family doesn't (they don't listen to me though!! so when they have a toe fall off, I can say, "I told you so").

Yes, it may sound like alot but in the past few years, I NEED to. This past summer I had many dirty dishes and utensils!!! It was gross.............lipstick stain on a mug!!!

I usually send the troops to the pool and do this and then unpack everyone!!!

It takes me a few hours (maybe less, I am getting quick at it) but at least I can relax and know that I cleaned up before we used things.

I also straighten up on check out day. All linens are by the front door (with exception of bedspread), all dishes are in the dishwasher and put on. All trash is bagged and tied and by the front door or taken out by us before we leave (depends on how close the trash closet is or how much time we have to get to the airport).

I am really not a 'clean freak' so to speak...........I just like things clean. It makes me happy!! Only time it really bothered me was once when our room was not ready until 6 PM, it was still a little messy and we had been up since 3 AM. I was tired and bothered and hungry...........

 

[KAT4DISNEY]

........

Here are a few things I have taken to doing on arrival:

1 Put all dishes, cups, mugs and silverware in the dishwasher and put on.

2. Wipe down the counter

3. Spray the shower and bath with cleaner (I bring a small bottle with me)

4. Fill and clean the jacuzzi

5. Run the washer with detergent and no clothes

6. Wipe down the toilet seats

Then I start to unpack.

WE always get a 2 BR (unless a quick weekend with only 4 of us) so we really dont' use the sleep sofa but my girls may use it if they are watching a movie or don't feel like sharing a bed!! WE have found many things in the sofa...............I usually whip out the vacuum and give a quick sweep. I always leave it open on check out!!! I usually put a blanket over the sofa depending on how it appears (I have had really yucky stained ones before) and we sit on that.

I NEVER walk in the room in bare feet and request my family doesn't (they don't listen to me though!! so when they have a toe fall off, I can say, "I told you so").

Yes, it may sound like alot but in the past few years, I NEED to. This past summer I had many dirty dishes and utensils!!! It was gross.............lipstick stain on a mug!!!

I usually send the troops to the pool and do this and then unpack everyone!!!

It takes me a few hours (maybe less, I am getting quick at it) but at least I can relax and know that I cleaned up before we used things.

I also straighten up on check out day. All linens are by the front door (with exception of bedspread), all dishes are in the dishwasher and put on. All trash is bagged and tied and by the front door or taken out by us before we leave (depends on how close the trash closet is or how much time we have to get to the airport).
...........

Rosemary - it's a lucky DVC member that stays in a room after you've been there!

 

[BEASLYBOO]

I've stayed more times than I can count at OKW and at all of the other DVC's except BLT and HH and never ever encountered the situation mentioned above. I would have asked to be moved lickety split, let them get the room cleaned and ready for the next person. No fridge for two days, that's not acceptable, I would have gone to the lobby and stayed till they moved me in a new villas or moved in a new fridge.

Can there be slip ups and mistakes like giving a room that hasn't been cleaned at all to someone checking in, sure but it can be corrected by a quick move.

However, in my countless stays at OKW I've never been disapointed, so if per chance it did happen, after so many happy stays I'd give it a second chance. Just my 2 cents!

Saturday I found several Skittles in the AKV couch, oh well!

I wish that owners and non-owners alike would treat the properties with the same respect they do their own homes, but I think that's the problem! They do.

 

[drakethib]

This really bites.

I am one of those people that does a little cleaning (counters, bathrooms, etc) when I get there just to make myself feel better. 20 minutes I am usually done and that gives the wife time to unpack

I also strip the sheets off of all the beds (sofa included) and throw them in the tub (no water) that way I know they have no choice but to remake the beds for the next guest.

I also try to leave everything cleaner then when I got there. Should anyone have to do this? no. But it makes me feel better and Karma usually comes back for me.

Also, just FWIW. the few times I have ever had a problem, I go straight to the front desk in person. That seems to work better for me then a phone call.

 

[cc1075]

Just returned from OKW for a ten day stay. We rented two studios - one for myself and DH and one for our DD. Our unit was perfect - truly perfect. Can't say the same for DD. Day one - she went to take a shower - shower head broken - then she went to hang some clothes on the shower clothesline - oops - no clothsline - but the toppe - when she woke up the next morning - and threw back the covers - there was a big wad of chewed gum on the top sheet - the gum had been washed and pressed into the sheets! YUK!! But this wasn't the biggest problem - she was in a studio - lock-off - on Thursday - a family of 6 - yes six moved into the attached one bedroom - - the screaming started at 6am and continued throughout the day. She made six reports to the front desk and not once did anyone speak to the guests. Finally on Sunday morning when woke up at 6:15 am she went down to the front desk - - they moved her room that afternoon. Very nice, except she really didn't want to be moved - Disney solved it's problem by moving by daughter not by dealing with the problem guests who had two people more than the room would hold. This was on the second floor - the poor family below them were also woke up daily and listened to the continuous screaming. But the best came on Sunday - - the family in the one bedroom on the first floor left - and another family moved in to the one-bedroom - - all eight of them. I have a real problem with guests having more than they allocated guests in a room and Disney does nothing. This abuse has to have a negative effect on our dues. Now, Disney will mark our account with having given us an upgrade - when in reality we were perfectly happy until the abuse started in the adjoining unit and nothing was done!

 

[disneynutz]

Just returned from OKW for a ten day stay. We rented two studios - one for myself and DH and one for our DD. Our unit was perfect - truly perfect. Can't say the same for DD. Day one - she went to take a shower - shower head broken - then she went to hang some clothes on the shower clothesline - oops - no clothsline - but the toppe - when she woke up the next morning - and threw back the covers - there was a big wad of chewed gum on the top sheet - the gum had been washed and pressed into the sheets! YUK!! But this wasn't the biggest problem - she was in a studio - lock-off - on Thursday - a family of 6 - yes six moved into the attached one bedroom - - the screaming started at 6am and continued throughout the day. She made six reports to the front desk and not once did anyone speak to the guests. Finally on Sunday morning when woke up at 6:15 am she went down to the front desk - - they moved her room that afternoon. Very nice, except she really didn't want to be moved - Disney solved it's problem by moving by daughter not by dealing with the problem guests who had two people more than the room would hold. This was on the second floor - the poor family below them were also woke up daily and listened to the continuous screaming. But the best came on Sunday - - the family in the one bedroom on the first floor left - and another family moved in to the one-bedroom - - all eight of them. I have a real problem with guests having more than they allocated guests in a room and Disney does nothing. This abuse has to have a negative effect on our dues. Now, Disney will mark our account with having given us an upgrade - when in reality we were perfectly happy until the abuse started in the adjoining unit and nothing was done!

Please email your concerns to the DVC Member Satisfaction Team.

dvcmembersatisfactionteam@disneyvacationclub.com

Include your name, member ID, phone number, and your complaint or concern. You will be contacted in a few days. A report of all contacts is distributed to the DVC management.

We can vent here all we want but to make things better we need to have our voices heard by the right people.

 

[sparkyboy]

We had issues with our stay at WLV in Sept. with very noisey neighbors and cleanliness upon checkin to our 1bedroom villa but our concerns went unanswered with Mousekeeping and Front Desk. We received a card shortly after our return which I completed on-line and I also notified the DVC satisfaction web-site with pertinent information about our concerns and within 4 days Sheila phoned to let us know that each of our problems had been recognized and that the appropriate areas were notified to determine how to improve these services for all of us as DVC members. While this stay was somewhat less than magical, we did not let it impact our overall impression of our DVC membership-just happened to be one of those trips where Disney needed to know that certain areas need additional training to meet standards. As others have stated, we must let DVC know when issues arise so they can be addressed by management.

 

[cindymouse6]

Rosemary (rbuzzutta), I am so impressed I printed your reply for a to do list next time... You think of those things and then say, nay, it's Disney, I don't need to do that... after the bug infestation this past OKW visit, it is socks and shoes at all times for me!

and this list of things to do.... I would love to stay in your room afterwards.

And amen to Beaslyboo --- we should all as owners and renters from owners treat these condos as our own and be cleaner than we would be at our own home! I too rip all sheets off all beds and pile up towels and sheets in the laundry room, clean and put away all dishes prior to leaving (by hand I might add) to ease the housecleaning staffs duties and to speed them up... the faster they get done, the faster someone gets their room.... and the past few stays my room was ready at check-in or within 2 hours! and we get there at 8am!

So let's all chip in and reply to the beforementioned email address for further concerns. I copied that address into my Yahoo contact address book for each futher stay. I will note not just the bad, but the great experience as well. CM get points (or something) for guest remarks.

We went for July 4 this year and to avoid the parks, I took the girls to DD... oh my word, what a mistake.... every local within 60 miles was there, we tried to leave before the fireworks, got stuck in traffic and then bus broke down in front of Cirque De Soleil... driver was new and refused to let us off... we had been on the bus for 1 hour 45 min.... we finally bullied him and got off and walked from West side to SSR with my 8yo crying the whole way.... I could spit nails.... took me over 3 hours to get home from DD to OKW.... but complaining in person sure gets things moving and they compensated all of us on that bus with family fast passes the next day and a free character meal.... I certainly wrote a letter of appreciation for the managers on duty who assisted us... there were 4 infants, a woman 7 months pregnant, and a 13 yo boy crying on his cell phone... gridlocked in traffic! Get our message to the right people and things get done!

Still love Disney and coming back 4 weeks next year! Every stay is a learning adventure!

 

[lts862]

I am sorry that you experienced those problems. We are currently at SSR and I am very disappointed in the condition of the room. We are in the Springs and it looks worn (only 3 years old, right?). I realize that it is probably one of the most requested sections, but the food splashes and smudges on walls and doors is really too much. It is very disturbing. I blame housekeeping staff to a point, but what the he__ are guests doing in here?