Mousekeeping getting an 'overhaul'..

[ErinsMommy]

Just saw this on Tikiman's Poly Page:

http://wdwnt.com/blog/2017/01/housekeeping-disney-world-reorganized-due-degrading-service-quality/

 

[Mainemama]

This is great news! Our last two trips I noticed a real decline and ended up contacting guest services about it. The CM who responded was super responsive. I know others have made similar contacts. It looks like Disney paid attention to the feedback!

 

[ellie05]

Finally! Although I think Thant of they didn't have the new competition they would have let it slide.

 

[Harambe]

It broke my heart to have to call Housekeeping 3 times during our stay. I am glad this is happening, because we have always been thrilled with the level of cleaning/pampering the mousekeepers treated us to!

 

[Paula Sedley-Burke]

Wonderful! I am so pleased they are upping their game in this area. It sounds very promising.

 

[William Ades]

Long overdue. Only been visiting regularly for 3 years now, but we have never been pleased with the housekeeping. Left complaints each of our last 4 visits. Hopefully this will help...

 

[Ninja Mom]

Hopefully when a guest notifies the resort about a housekeeping problem it will not go to the main (and useless) call center where the concern gets put at the bottom of a long list of reports for each resort.

Until these changes are implemented, if there is an issue with housekeeping here are some ways to deal with it in real time.

A) If the housekeeping staff is still in your area cleaning rooms find them and communicate your concern. *NOTE THE NAME OF YOUR HOUSEKEEPER. An easy way is to locate their carts. For example, at the Value Resorts Housekeepers are now shutting the room door and opening the curtains. Knock on the door and ask to speak with him or her.

B) if this is not possible, GO to the FRONT DESK and report your concern with the cast members there. DO NOT CALL to report your issue. Your call goes through a call center that compiles a list of every call and your concern gets placed at the bottom of a long list.

The cast members working at the resort want to help you and they can accomplish this much more quickly. IF you should get a CM that does not seem responsive ask to speak with a Manager.

C) If this isn't taking care of the issue GO to the FRONT DESK and ask to speak with a Housekeeping Supervisor. Request that they come out to your room so that they can see the issue for themselves.

~I find that kindness on my part and good communication go a long way towards getting my concerns addressed. Yeah sure I can be really annoyed but when I communicate my problem I keep it kind and considerate. No one wants to help a lunatic.

Finally, if you find that your concerns are not being taken seriously DOCUMENT the names of the CMs you were interacting with. I have a sticky notes app that I have on my phone. It allows me to type out stuff so I can remember the names for later. Then shoot off an email to guest relations documenting the dates and the place and the CM's involved and what happened (or didn't happen but it needed to).

These emails can be used to compliment CMs or to provide feedback about issues you had with them.

Here is the address: WDW.Guest.Communications@disneyworld.com

~NM

 

[Diana or Di]

I haven't had this experience yet but a lot of folks I know in person or online have and it's clear someone needed to light a fire under someone's butt. Thrilled to hear that it's being overhauled.

 

[wilkeliza]

Very glad to hear this. While our housekeeping has been okay nothing stinks worse then being the 1st on the rotation but being late risers. I can't tell you how many times our room was skipped because we had the do not disturb sign on until 9 or 10. We would come back form the parks after a very late night and see the room had never been touched. Several times we would be told it was because our do not disturb sign was up when it was "our turn" to be cleaned. I feel like unless your do not disturb sign is up all day they should be able to come back if you still are leaving with 6-7 hours of their standard shift left. I imagine there are families that leave for park drop who they could have done first and then come back.

 

[loves to dive]

I haven't had any issues personally but have read a lot of people do. I think adding supervisors is going to be the key. I don't like having my room cleaned every day, I'll be honest I don't always make my bed every day at home and certainly don't change the sheets every day so don't need it on vacation. Having the trash cans emptied every other day and the towels replaced is fine for us, since I either go solo or just with my adult son, there are always plenty of towels in the room to last, I carry my own toiletries and since my son doesn't drink coffee, I can last two days on what is there. My biggest problem is the opposite of other peoples, I'll ask not to have my room cleaned and they will come in and do it. If I think they are going to clean it, I will pick up after us and put stuff away, if I think they aren't coming in the room I'll let my son throw his pants on the chair and most likely will leave things on the dresser that I would have put in the drawers.

 

[Mousemommy1]

I saw this on FB and it made me happy, although, we are lucky enough to have not experienced awful housekeeping during our stays...with all of the reports I see, I knew it would only be a matter of time before we did. Hopefully these changes head that off.

 

[Allison]

Very interesting.

 

[Farro]

Healthy competition never hurt anyone!

We've never had an issue, but it's still nice to see improvements being made.

 

[bumbershoot]

"including the hiring of dozens of new managers across all of the hotels."

Well I'm sure most of us know that problems are solved with MORE managers...

Bwa hahaha.


Why aren't they finding out why the decline happened to begin with? It was good, now it's not; so what happened?

My aunt, who worked as a housekeeper elsewhere, said that housekeepers are worked to the bone and over time it becomes impossible to keep the standards.

For example, at the Value Resorts Housekeepers are now shutting the room door and opening the curtains.

That's a good way of doing it.

GO to the FRONT DESK and report your concern with the cast members there. DO NOT CALL to report your issue. Your call goes through a call center that compiles a list of every call and your concern gets placed at the bottom of a long list.

Alternatively press the button for Housekeeping on the phone. That has always gotten us to housekeeping.

Don't press Front Desk. That never gets you the front desk. But Housekeeping seems to be a real button.

Very glad to hear this. While our housekeeping has been okay nothing stinks worse then being the 1st on the rotation but being late risers. I can't tell you how many times our room was skipped because we had the do not disturb sign on until 9 or 10. We would come back form the parks after a very late night and see the room had never been touched. Several times we would be told it was because our do not disturb sign was up when it was "our turn" to be cleaned. I feel like unless your do not disturb sign is up all day they should be able to come back if you still are leaving with 6-7 hours of their standard shift left. I imagine there are families that leave for park drop who they could have done first and then come back.

We tend to call Housekeeping to let them know when we'll be out. That seems to work. And sometimes we've called to tell them "no service" and they'll hang a bag of towels and toiletries on our door anyway.

 

[wilkeliza]

We tend to call Housekeeping to let them know when we'll be out. That seems to work. And sometimes we've called to tell them "no service" and they'll hang a bag of towels and toiletries on our door anyway.

We've made a habit now of letting our housekeeper know we are leaving if we see them in the hall. Just a polite good morning we are leaving for the day type thing. Usually helps the issue.

 

[DemoBri1]

This would be welcome news. Not to say that our room was overly dirty, but there was a significant amount of dust within our lamps in our BCV 1 BR and it looked as though the balcony furniture hadn't been cleaned in about a decade. Not to mention the amount of trash that remained on the floor outside the door where the mousekeeping carts are kept on the 3rd floor. Every day I went past that door and sure enough it had not been vacuumed.

 

[Amanda Hall]

We had daily problems with housekeeping the last trip.We also had bus issues and customer service issues. All at Port Orleans Riverside. We don't tend to complain but it was so bad we let the front know and then sent a detailed e-mail to customer service expressing our disappointment and letting them know we hope future guests do not have the same experience. Disney called us back a few days later and offered us 3 nights complimentary at any Disney Moderate in the future. I didn't expect anything but felt that was very gracious of them. We are going back in April because of it.

 

[Ninja Mom]

Alternatively press the button for Housekeeping on the phone. That has always gotten us to housekeeping.

During my last two trips (Dec 2015 at a deluxe and Oct. 2016 Value) I tried the housekeeping button on the phone. I asked if I was speaking to someone in Housekeeping located on site at my resort and both times I was told no. It seems that somewhere along the way these calls were also routed to the call center.

That's just my experience with calling using the housekeeping button on the phone. Remember, don't call. It's not going to work they way that you need it to if there is a problem that needs attention in a timely manner. Go in person and speak with CMs at your resort.

~NM

 

[bumbershoot]

During my last two trips (Dec 2015 at a deluxe and Oct. 2016 Value) I tried the housekeeping button on the phone. I asked if I was speaking to someone in Housekeeping located on site at my resort and both times I was told no. It seems that somewhere along the way these calls were also routed to the call center.

Odd.

Especially since if you're being routed to a call center they lie their rears off and say YES they are at the resort.

I wonder if it was the "at my resort" part that got the "no" answer? That there's a centralized, still onsite, Housekeeping location?

Our best housekeeper ever was at POR, and she found my Kindle and turned it in, so when I realized I'd left it a couple hours later it was safe for me. But the manager had to go off to some other place to retrieve it from the Housekeeping people (hadn't gone to central lost and found b/c it had only been a few hours).

 

[wilkeliza]

Odd.

Especially since if you're being routed to a call center they lie their rears off and say YES they are at the resort.

I wonder if it was the "at my resort" part that got the "no" answer? That there's a centralized, still onsite, Housekeeping location?

Our best housekeeper ever was at POR, and she found my Kindle and turned it in, so when I realized I'd left it a couple hours later it was safe for me. But the manager had to go off to some other place to retrieve it from the Housekeeping people (hadn't gone to central lost and found b/c it had only been a few hours).

I realized they clearly weren't at that resort when I asked for late check out and was told "oh I'll have to call housekeeping at the resort and let you know". That gave it away because if they were 1) actually housekeeping and 2) actually at the resort they would have been able to answer pretty quickly with out having to check and call back.