Mousekeeping fail

[Kesohio63]

I'm at POFQ now with DH and our two adult children. We have two connecting rooms. One room got serviced today, but the other did not. (From past experience, I know mousekeeping can be iffy on Sundays.) I went down to the front desk an hour ago, and a very nice woman said it would be taken care of. She took down my room number and name. We're still waiting. Has this happened to anyone else? Any suggestions? At this point, I would be happy with some clean towels and coffee packets for the in-room coffee maker. They don't even have to make the beds, since we will want to go to sleep soon.

 

[cruisin5]

I'd go back to the front desk, ask for a manager and make note of the names of everyone you speak with. Sorry this is happening to you.

 

[Kesohio63]

At this point, we'll probably just let it go and see what happens tomorrow. If they skip us again, heads will roll, though!

 

[Kesohio63]

Aaand, the housekeeper just showed up at 9:45 pm, so it's all good!

 

[AngiTN]

No, in all our stays we have never had our room missed. Even when we had the Do Not Disturb up for most of the morning. Not much of any excuse for getting there this late.

 

[Kesohio63]

Well, they will hear about it on the post-stay survey, but if all goes well from here on out, I'm not going to make a fuss about it.

 

[goofyintoronto]

I'd go back to the front desk, ask for a manager and make note of the names of everyone you speak with. Sorry this is happening to you.

Take the names down and then what? Write a strongly worded letter of complaint? All because the room wasnt made up? I've been through this a couple times to be honest. People make such a fuss about it. I bumped into my mousekeeper once and we were chatting. She apologized and said she got so busy...then her boss called her down for something and she had no time to do my room. No biggie. I did without it for one day just fine. I saw a maid supply cart outside the hallway and asked her for towels and soap etc, she gladly gave me what i needed.

 

[mb187143]

During our stay at the Animal Kingdom Lodge 4/30-5/6, our room got skipped twice by Mousekeeping. I was annoyed, to say the least.

The first day we were there we actually were just getting into our room when the mousekeeper walked right in on us without knocking and was surprised to find us in there. She then gave me a bottle of water and said she had come in to leave it for us.... never had that happen before at a Disney resort but I wasn't worried about that.

After that though, we came back daily to find trash not removed, the bed "made" but sloppily and a couple times large wet spots on the carpet near the bathroom, I assume from leaving cleaning supplies there. Still, not a huge deal to me, I had planned to address it when I went to the lobby to add days to our tickets.

Then, she skipped our room the first time. I went to the lobby and made it known and asked for towels and toiletries to be brought up. They assured me her manager would be made aware and they would send supplies. Well, they sent approximately 16 hand towels and one bath towel and no soap. So back to the lobby (at this point around midnight) I go. Eventually we got another couple of regular towels so we could shower before the parks the next morning.

Two days later, we again came back to our room and found it wasn't done so I went back to the lobby again. This person took notes on what I asked for to be brought to the room, same assurance that her manager would be notified. We were leaving the next day so I have no idea if that happened but needless to say I was not happy about having to go to the lobby twice to ask for towels and toilet paper.

 

[ErinsMommy]

Take the names down and then what? Write a strongly worded letter of complaint? All because the room wasnt made up? I've been through this a couple times to be honest. People make such a fuss about it. I bumped into my mousekeeper once and we were chatting. She apologized and said she got so busy...then her boss called her down for something and she had no time to do my room. No biggie. I did without it for one day just fine. I saw a maid supply cart outside the hallway and asked her for towels and soap etc, she gladly gave me what i needed.

This - there are even some days that I dont want mousekeeping coming in and when I see their car in the hallway I stop by, ask for a few towels or whatever else we need, and tell them its ok to skip our room.

 

[bumbershoot]

Although you never want to use the "front desk" button when you need to speak with the front desk themselves, using the "housekeeping" button on the phone actually does connect you with housekeeping. Use that phone button. Going to the front desk is delaying help and putting a middleman in there.

 

[Elle23]

Our mouse keeping at Pop was wonderful and spot on during our stay.

Interesting it is deluxe and moderates that had issues in this thread. I would be doubly mad if I paid all that extra money for sloppy service.

 

[mb187143]

Although you never want to use the "front desk" button when you need to speak with the front desk themselves, using the "housekeeping" button on the phone actually does connect you with housekeeping. Use that phone button. Going to the front desk is delaying help and putting a middleman in there.

This only works when someone actually answers the housekeeping line, which did not happen on our trip. Also the front desk was able to resolve the situation completely the second time and I have no regrets about going there when the room wasn't done the 2nd time. YMMV.

 

[cruisin5]

Take the names down and then what? Write a strongly worded letter of complaint? All because the room wasnt made up? I've been through this a couple times to be honest. People make such a fuss about it. I bumped into my mousekeeper once and we were chatting. She apologized and said she got so busy...then her boss called her down for something and she had no time to do my room. No biggie. I did without it for one day just fine. I saw a maid supply cart outside the hallway and asked her for towels and soap etc, she gladly gave me what i needed.

Jumping from noting the name of the person you speak with to writing a strongly worded letter of complaint? That's a big leap.

If the OP went back to the front desk and said she spoke with someone an hour ago about mousekeeping the first question would likely be "do you remember who you spoke with?"

How often do you see a mousekeeping carts at night?

 

[Kesohio63]

Well, they did take care of it, so I don't feel the need to escalate my complaint at this point, especially since they have cleaned both rooms the past two days. We have two more days to go before we leave. I do feel, though, when you are paying for a hotel room, especially a not-cheap hotel room, that there is a certain expectation that your room will be cleaned every day, and that is part of what you are paying for. (Also, management should know when employees are not doing their jobs.) If I want to clean my own room, I will save some money and rent a condo. In any case, it's been all fine since, and we are having a wonderful vacation!

 

[Sue M]

Although you never want to use the "front desk" button when you need to speak with the front desk themselves, using the "housekeeping" button on the phone actually does connect you with housekeeping. Use that phone button. Going to the front desk is delaying help and putting a middleman in there.

I've heard rumours that now the housekeeping button doesn't go there anymore either
I'd be inclined to just go to front desk and ask for the duty manager if I was having a problem.

 

[Nancyg56]

Im glad that the problem was addressed. I would agree that the time to discuss the issue is on the post stay survey. It never hurts to let Disney know that there was a slipup, and how the correction was handled.

 

[goofyintoronto]

Jumping from noting the name of the person you speak with to writing a strongly worded letter of complaint? That's a big leap.

If the OP went back to the front desk and said she spoke with someone an hour ago about mousekeeping the first question would likely be "do you remember who you spoke with?"

How often do you see a mousekeeping carts at night?

A big leap?? Not really. And the front desk staff don't always ask "do you remember who you spoke with". I've been in that situation. They dont always ask. And I personally don't usually offer names of staff either. I dont see how its helpful, and i would feel bad if the staff got in trouble over something like towels or soap.

And waiting an hour for mousekeeping isn't unusual...esp at bigger resorts like pop century or CBR for example. We dont know how many staff members they have on hand. They could be in the middle of making up a room, they could be short staffed, they could be tending to other calls such as a baby throwing up in another room, etc. So when people complain about waiting an hour for a mousekeeper, they dont really think about things like that.

Seriously??? I dont really need to tell you that a solution to this problem would be to call mouskeeping from your room phone do I? In the absence of a nearby cart, thats what i would do and have done. I have placed a call from my room for towels, soap, shampoo. In about 45 min or so the items would be delivered. Once i got a bag full of shampoo even though i only asked for a couple. It was great! They're very nice. And btw its not unusual to see mousekeeping carts at night. Sure its unlikely, but not unusual. Im not talking midnight or 3am....but around the time the OP was waiting.

 

[ErinsMommy]

How often do you see a mousekeeping carts at night?

I'm not sure how early OP gets up to head out to the parks, but when staying at POFQ and CR, we've always seen mousekeeping carts in the morning as we're either heading for breakfast or heading out for the day in the hallways or breezeways.

 

[Kesohio63]

Well, this was on Sunday, when I feel they may be short staffed or under pressure to finish early, just based on past experience. The fact that there was no sign of housekeeping staff around past 5 pm means they probably go home then (and the little card in the room says rooms will be serviced between 8:30-4:30). In any case, speaking to whoever it was at the front desk worked. In fact, the front desk only had a couple of people working, and the folks in front of me apparently had some long, complicated issue, so I was standing there waiting, and I think the bell services guy may have called in to the back office, because the woman I spoke to came directly out into the lobby to where I was standing, and she could not have been nicer. It's not like we couldn't have made do, but I also want the service I am paying for.