Mousekeeping at DVC - anyone care to explain??

[iluveeyore]

Okay, so we checked into our 2 bedroom on the 14th - says right on the counter that if we are there for more than 7 days (we are there for 12), we should receive a full clean on the fourth day, and a trash and towel on the seventh. Easy enough, right? So the fifth day arrives, still no one comes to clean, I am out of dishwashing detergent, paper towels and have already washed my towels twice (love my laundry room - good thing I bought laundry detergent). The nice housekeeping lady I called said "you received a full clean on the 18th". Oh, really? Today's the 18th, and it's 4 pm and no one has been here from housekeeping. So then she says she has to put me in the system again - I'll get a full clean on Tuesday the 21st and a trash and towel on the 24th, two days before we leave. That's fine I said, just please have someone drop off supplies- I already swept and washed my towels. So someone brought all kinds of soap - no paper towels, no toilet paper, but we'll manage. Fast forward to the 21st, yay she showed up and will come and clean when we leave for lunch. Just did the bedding, no supplies other than a baggie full of shampoo and soaps and one coffee. Then, the 24th, having Christmas dinner with 18 of us, really need some supplies. No one shows - I call at 3pm an hour before our guests arrive - need dishwashing detergent so I can wash up later from turkey dinner, out of toilet paper, need paper towels - I call and they say I'm not on the schedule We leave in 2 days and have not had one trash and towel since we got here - I don't mind taking our trash and recycling down, we have done it at least 4 times since we arrived with 8 of us in the villa, but I could really use a replenishment of supplies. So at 5:30 p.m. just as we're having dessert, two cm's knock on the door (one's being trained), and all they have is an armload of towels and one roll of toilet paper (for two bathrooms). I said I asked for everything BUT towels and kind of laughed that they only brought me towels. They apologized and went and got everything and did the garbages while we got dessert out. I felt bad they had to try and maneuver around all of us, but I told the person I called at 3pm that I was having a huge gathering and needed some things asap, and they didn't come for 2.5 hours after that.
I really don't understand how the housekeeping works - we haven't had a normal schedule for cleaning in at least the last two years, and I always feel like I have to call many times just to be included in the schedule. The only time they're on time is the day we're leaving when they knock at the door at 9am sharp to see when we're going to be out. I'm glad they aren't there every day like a normal hotel, but it would be nice to have a clear idea so I can plan to have extra supplies to get through. And I'm always as gracious as possible, because I find being mad or upset doesn't accomplish much anywhere in this life.
Anyone have any clues or is the housekeeping schedule just a mystery??

 

[Chuck S]

Which resort? We've always received our cleanings at OKW...execpt when the neighbors decided to take the supply basket from in front of our door. (At OKW the housekeepers will place a supply basket in front of the door of the units scheduled for service that day.)

I do know that the recent resort system computer upgrade has been very glitchy. It may be that it is dropping some units from the housekeeping schedule...I know it has problems indicating a room shouldbe out of service for maintenance...we walked in on a couple of maintence workers when we checked-in. The maintrenance system showed the room would be out of service for repairs, the front desk computer assigned us the room. Fortunately, the repairs weren't urgent and they rescheduled the maintenance.

 

[wcpamotm]

Which resort? We've always received our cleanings at OKW...execpt when the neighbors decided to take the supply basket from in front of our door. (At OKW the housekeepers will place a supply basket in front of the door of the units scheduled for service that day.)

Hmmm... that may explain why we had to call for supplies replenishment on T&T day on our last trip (though the towels were replaced just fine.)

 

[djo]

We were at OKW Dec. 2 - 7th. We had three rooms, one two bedroom villa and two studios for 10 of us. On the 4th day the villa received a full cleaning. The beds were made and trash emptied. The two studios however received fresh towels that were basically thrown on the countertop, beds were left unmade and trash was not emptied. It was disappointing to say the least but several things that happened at this resort during our stay were.

 

[Chuck S]

We were at OKW Dec. 2 - 7th. We had three rooms, one two bedroom villa and two studios for 10 of us. On the 4th day the villa received a full cleaning. The beds were made and trash emptied. The two studios however received fresh towels that were basically thrown on the countertop, beds were left unmade and trash was not emptied. It was disappointing to say the least but several things that happened at this resort during our stay were.

Since your stay was less than 8 nights, you received extra service for the 2 bedroom, housekeeping making the beds is not part of the service on trash and towel days. The trash should have been removed from the studios.

From the member website:

Trash & Towel Service For stays of seven or less nights, Trash & Towel Service is provided on day four, regardless of whether you're using Member-discounted cash, Vacation Points or a combination of both.

With Trash & Towel service, Housekeeping will:

•Empty trash and replace liners in trash bins.
•Provide fresh bathroom linens.
•Replace shampoo, facial soap and bath soap.
•Replenish facial tissues, paper towels and toilet paper.
•Replenish coffee, sugar, cream and sweeteners.
•Replenish dishwashing liquid, dishwashing detergent, sponges and laundry detergent as needed in one-, two- and three-bedroom Vacation Homes.

Full Cleaning Service For stays of eight or more nights, Full-Cleaning Service is provided on day four and Trash & Towel Service is provided on day eight. After that, the cycle begins again on day 12, regardless of whether you're using Member-discounted cash, Vacation Points or a combination of both. With Full-Cleaning service, Housekeeping will provide everything included with the Trash & Towel Service, plus:

•Change the bed linens.
•Vacuum and dust the Vacation Home.
•Clean the bathroom(s).
•Clean the kitchen/kitchenette and wash the dishes.

 

[Nancy F]

We always stay in a Studio so I'm willing to pay for them to come in every day. So far I've been pleased. The only thing I noticed (and this was as we were leaving ) was that they didn't dust the furniture. And at BLT with all that black... you can really see it if you look for it.
Nancy

 

[disneynutz]

Okay, so we checked into our 2 bedroom on the 14th - says right on the counter that if we are there for more than 7 days (we are there for 12), we should receive a full clean on the fourth day, and a trash and towel on the seventh. Easy enough, right? So the fifth day arrives, still no one comes to clean, I am out of dishwashing detergent, paper towels and have already washed my towels twice (love my laundry room - good thing I bought laundry detergent). The nice housekeeping lady I called said "you received a full clean on the 18th". Oh, really? Today's the 18th, and it's 4 pm and no one has been here from housekeeping. So then she says she has to put me in the system again - I'll get a full clean on Tuesday the 21st and a trash and towel on the 24th, two days before we leave. That's fine I said, just please have someone drop off supplies- I already swept and washed my towels. So someone brought all kinds of soap - no paper towels, no toilet paper, but we'll manage. Fast forward to the 21st, yay she showed up and will come and clean when we leave for lunch. Just did the bedding, no supplies other than a baggie full of shampoo and soaps and one coffee. Then, the 24th, having Christmas dinner with 18 of us, really need some supplies. No one shows - I call at 3pm an hour before our guests arrive - need dishwashing detergent so I can wash up later from turkey dinner, out of toilet paper, need paper towels - I call and they say I'm not on the schedule We leave in 2 days and have not had one trash and towel since we got here - I don't mind taking our trash and recycling down, we have done it at least 4 times since we arrived with 8 of us in the villa, but I could really use a replenishment of supplies. So at 5:30 p.m. just as we're having dessert, two cm's knock on the door (one's being trained), and all they have is an armload of towels and one roll of toilet paper (for two bathrooms). I said I asked for everything BUT towels and kind of laughed that they only brought me towels. They apologized and went and got everything and did the garbages while we got dessert out. I felt bad they had to try and maneuver around all of us, but I told the person I called at 3pm that I was having a huge gathering and needed some things asap, and they didn't come for 2.5 hours after that.
I really don't understand how the housekeeping works - we haven't had a normal schedule for cleaning in at least the last two years, and I always feel like I have to call many times just to be included in the schedule. The only time they're on time is the day we're leaving when they knock at the door at 9am sharp to see when we're going to be out. I'm glad they aren't there every day like a normal hotel, but it would be nice to have a clear idea so I can plan to have extra supplies to get through. And I'm always as gracious as possible, because I find being mad or upset doesn't accomplish much anywhere in this life.
Anyone have any clues or is the housekeeping schedule just a mystery??

The issues that you describe can happen at any resort and you are not alone, it has happened to us also. We give Mousekeeping a opportunity to correct their error and if they don't, we contact the resort Duty Manager. When that doesn't work we contact the resort General Manager and the DVC Satisfaction Team.

The Mousekeepers are overworked and some don't speak very good English so keep that in mind.

Make sure the you report the issue to the DVC Satisfaction Team.

Bill

 

[mvc1997]

Love OKW, it's our favorite!
BUT, this has happened to us too, more than once. We were there for Thanksgiving in a GV. We had to call too. We did finally get towels, but nothing else.
Really should you have to nag to get TP??
Sorry, but this is unacceptable and as long as the majority keeps finding excuses for mousekeeping it can only get worse. IMHO.
Just recently we received a survey to do online about our trip.
As I said Love OKW, but had to mention the non service & non replenishment of necessities.
If you get a survey please comment on this issue for the benefit of all of us.
Thanks!

 

[tecodis]

It's hit and miss sometimes. I've been at Kidani before and gotten T&T service 3 or 4 times in a week. Just this month, I was there for 7 days and got T&T two times - once on the 4th day and again the following day.

 

[alicat07]

Hmm, this thread just made me realize that we didn't get ANY trash and towel service during our 5 night stay this past month. Should we have gotten on the 4th day? There were 9 of us in a grand villa, and we had such a problem with their systems that they had to rebook us 4 times in 5 nights, so I think that with each new reservation they made they must've started us over from day 1 and never came to refresh or replenish anything. We just assumed that was the way it was since it was the first time staying DVC. I'll know for next time what to expect then!!

I actually called mousekeeping to see what they would replenish for us and they said we would be charged for all the extras (dish soap, coffee, towels, etc...) so we never did it. Now I am realizing we should have gotten it all!

 

[dianeschlicht]

Love OKW, it's our favorite!
BUT, this has happened to us too, more than once. We were there for Thanksgiving in a GV. We had to call too. We did finally get towels, but nothing else.
Really should you have to nag to get TP??
Sorry, but this is unacceptable and as long as the majority keeps finding excuses for mousekeeping it can only get worse. IMHO.
Just recently we received a survey to do online about our trip.
As I said Love OKW, but had to mention the non service & non replenishment of necessities.
If you get a survey please comment on this issue for the benefit of all of us.
Thanks!

We have never had issues getting housekeeping at OKW until this last trip earlier this month. I blamed it on the computer changes, because they didn't have that room as being occupied. I must say though, when I brought it to their attention, they went above and beyond to fix it except that we didn't get the dishwasher soap or any other replenishments other than soap and shampoo.

I too mentioned it in the online survey I did yesterday. Hopefully our January trip in the GV will bring better service. I'm probably going to call the night before our trash and towel to remind them!!!

 

[mvc1997]

I'm probably going to call the night before our trash and towel to remind them!!!

LOL! Good idea, maybe you should remind about the TP too. The towels we can at least wash!
Have a safe, fun, & WARM trip!

 

[n2mm]

I've really never had a problem with T&T or FC staying on schedule EXCEPT during my stays at BLT. We stayed 5 nights in May and got both a full cleaning and T&T. We knew that wasn't right. I've never had a problem at any of the other resorts.

OP, which resort were you at?

 

[dvc_john]

For the first time in 17 years of DVC, I didn't get a scheduled T&T in December at BWV. Didn't report it or anything since I didn't really need anything.
No problems the next week at BCV.

 

[tecodis]

I actually called mousekeeping to see what they would replenish for us and they said we would be charged for all the extras (dish soap, coffee, towels, etc...) so we never did it. Now I am realizing we should have gotten it all!

This is also hit and miss. Sometimes with T&T service, I don't get any toiletries replaced (even though they are suppose to).

 

[MinnieGi]

Maybe it was computer glitches that gave us extra service or just nice mousekeepers...this past trip of 7 nights at BLT we were receiving T&T about every other day!! And not just T&T sometimes they would make all the beds and do the dishes plus leave us new toiletries and supplies. We enjoyed the service!!

 

[staceymay00]

We stayed 7 nights at OKW last week. We received T&T on the morning of our 4th day. She collected our dirty towels, put new towels in the bathrooms and bagged all the trash and took it out. No extras (which was fine - we knew we would not be getting a full cleaning).

 

[hakepb]

Hmm, this thread just made me realize that we didn't get ANY trash and towel service during our 5 night stay this past month. Should we have gotten on the 4th day? There were 9 of us in a grand villa, and we had such a problem with their systems that they had to rebook us 4 times in 5 nights, so I think that with each new reservation they made they must've started us over from day 1 and never came to refresh or replenish anything. We just assumed that was the way it was since it was the first time staying DVC. I'll know for next time what to expect then!!

I actually called mousekeeping to see what they would replenish for us and they said we would be charged for all the extras (dish soap, coffee, towels, etc...) so we never did it. Now I am realizing we should have gotten it all!

IMHO you should never get charged extra for TP, dish soap or detergent (its their dishes you are cleaning, and I've heard extra is usually not a problem)
I do understand the charges for coffee, shampoo, laundry soap more towels...

I will say in my Oct stay @ SSR I think I got a full cleaning every day (beds, glasses put in the DW..). I wonder if my Grandstand room was assigned for CRO, since I asked for a change from Carousel. Or was it the inspections mousekeeping reportedly had soon after?
My room was super close to the pool so I think owners should get that location, but it did have a bit of a parking lot view, so I guess I'd be OK using it for CRO..

 

[Alexander]

Clearly there is some confusion. Some of you are getting full cleanings and multiple T & T days that you aren't supposed to get, while others aren't getting the services they are supposed to get!

We were at BCV last week and our T & T was right on schedule in our studio, now if someone would come clean this 2 bedroom unit for me, I would be thrilled! It is a mess with all of the Christmas stuff!!!