Mousekeeping getting an 'overhaul'..

[MaryLovesPoohBear]

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

Okay, I love the part, "No one wants to help a lunatic." And that is so true.

Go up screaming and yelling and they are going to usher you away as soon as possible. Calmly state the problem and you can have a discussion.

 

[hakepb]

I'm glad they are looking to improve.


But it has to be a feeling to all the long term housekeepers who used to be allowed to do a great job ... and then they were told to cut costs.

And now the workers get the blame for the problems management previously caused

So let's bring in a group to tell you how to do your job right
(That you used to do right before you were told to stop doing it right)

 

[mikedoyleblogger]

Yay! Yay! Yay! Yay! Yay! We hate having to rat out mousekeeping, but sometimes it's obvious when we're asking for something (extra towels, toilet paper, a *welcome book* in our room) why we're asking. Things were definitely a little bit spotty at CSR when we stayed in August and December.

I wouldn't mind if they finally did away with those "Your housekeeper's name is (insert fictitious name here)" cards. Two different trips to CSR last year, always the same name--and never the real name of the person servicing our room when we have run into them. I'm Hispanic by blood and I assure you, everyone isn't named "Esmeralda."

 

[ErinsMommy]

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.

This is what we do. When we pass by on our way out, we say good morning cheerfully, and just let them know room # such and such is now empty and we're heading to the parks so no rush. In one case i was feeling really crummy, and when we passed them in the hallway, we asked if they can please take care of room # as soon as possible because im not feeling good and after breakfast i'll be coming back to lay back down.

 

[duckyfordonald]

Hopefully the training will include not going through guests personal belongings - I had cash taken from my park bag (that I left in the room) at CSR a few weeks ago (And yes, I know - I should have placed the cash in the safe)

 

[mikedoyleblogger]

Hopefully the training will include not going through guests personal belongings - I had cash taken from my park bag (that I left in the room) at CSR a few weeks ago (And yes, I know - I should have placed the cash in the safe)

Wow. How did the resort handle the issue with you when you reported it?

 

[duckyfordonald]

Wow. How did the resort handle the issue with you when you reported it?

My husband went to the front desk to report it. They sent someone from security (within 15 minutes) to our room to ask questions. A "lock interrogation" was done to find out if anyone had else had accessed our room while we were out - which showed only mousekeeping had entered the room. We were given a "credit" (that matched the amount that was taken) to spend while at Disney.

 

[Tigger's ally]

I'm glad they are looking to improve.


But it has to be a feeling to all the long term housekeepers who used to be allowed to do a great job ... and then they were told to cut costs.

And now the workers get the blame for the problems management previously caused

So let's bring in a group to tell you how to do your job right
(That you used to do right before you were told to stop doing it right)

Dejavu all over again - Yogi

 

[georgina]

I always hang a 'do not disturb' sign on my door for the length of my stay, which is usually not more than 4 days. Don't need housekeeping and don't like people in my room! If staying longer I will request extra towels if I need something. We rarely make much trash and don't need anyone making the bed (don't do it at home either!)

 

[lullwater]

Maybe they will bring back the towel animals! Wife thought it added magic to the resort experience.

 

[DVCMinnie2532]

If this works it will restore my faith in Disney.......it was sad to see negative reviews concerning housekeeping and customer service. Service is one of the major things our family has always returned to Disney Thank you for the info!

 

[mikedoyleblogger]

My husband went to the front desk to report it. They sent someone from security (within 15 minutes) to our room to ask questions. A "lock interrogation" was done to find out if anyone had else had accessed our room while we were out - which showed only mousekeeping had entered the room. We were given a "credit" (that matched the amount that was taken) to spend while at Disney.

I'm glad they made you whole. I think they should have made you more than whole, though. That's a pretty terrible thing to happen.

 

[Disneylover99]

I'm happy to say I've always had great mousekeeping at every DW resort we've stayed at so far.

 

[duckyfordonald]

I'm glad they made you whole. I think they should have made you more than whole, though. That's a pretty terrible thing to happen.

I actually sent a letter to Guest Relations following our trip to suggest that if something like this happens to a guest in the future that perhaps they could be offered a stay in a different room/resort (same category - not asking for an upgrade here). It was kind of "unsettling" returning to the same room night after night - my kids were constantly checking their things to make sure everything was there. A different room may have felt like a "fresh start", perhaps? I wish that we had thought to ask while we were there, because it really did put a little "black cloud" over the remainder of our trip. Guest Relations followed up with a phone call by thanking us for our input and basically stated that the "goodwill gesture" of the credit was all the compensation we would receive (although we hadn't actually asked for anything). We didn't dispute it any further. Lesson learned - lock up your valuables!!!

 

[goofy4tink]

Years ago, my dd left her iPod under her pillow. She liked to fall asleep listening to it. But that morning she forgot it, and left for the parks. She suddenly remembered she had left it under the pillow...all stressed out. I offered to return but we had an ADR to get to that she didn't want to miss.
Well, we returned to our room, later in the day, there was dd's stuffed bear, holding the iPod, with the earbuds draped over his ears...leaning against the pillows! Really surprised. I did mention it to the front desk later.
But, I've had questionable housekeeping as well.
After arriving at 10:00am, and finally getting our villa around 4:30, we walked into the room to find our housekeeper on the couch, watching tv! Said she was 'killing time until the end of her shift'. Sadly, there were used tissues on the bedroom floor, the toilet didn't flush, there were dirty coffee paper cups on the end table. But hey...the dishwasher was running!!!
I now hang out my 'privacy please' sign most days!!

 

[Nancyg56]

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.

This is what we do. WE make a point of trying to find our Mousekeepers. It never hurts.

I'm glad they are looking to improve.


But it has to be a feeling to all the long term housekeepers who used to be allowed to do a great job ... and then they were told to cut costs.

And now the workers get the blame for the problems management previously caused

So let's bring in a group to tell you how to do your job right
(That you used to do right before you were told to stop doing it right)

I have always felt that they were overworked.

I guess we have been fortunate, always had good service, clean rooms and plenty of supplies.

 

[Harambe]

Our problems were not with cleaning - our place was shiny clean every day! But one day we came back to the resort because I wasn't feeling well, and the sign on the door said they were cleaning and would be done shortly. We found a nice bench outside and waited about 30 minutes before I sent DH to see if we could go in. Of course, the room was cleaned but empty. We said nothing yet. Next day we came home and I joked, asking if the sign was on there about the room being cleaned and when we looked, we saw our room just plain open!!!! Apparently, some doors need to be pulled shut tightly, but ours was left open about an inch. We had laptops and other electronics laying around. But the weirdest thing was the kitchen faucet was off! Like someone was on their way to fix it. I called housekeeping (and they were not at OKW because they said they would call the manager for me), reported the weird missing faucet, and how our room was left open and the flub up the day before where I sat outside waiting for someone to finish cleaning, when there was no one there. Everything was handled well, and we moved on.

The next day we get back, and - NO cleaning. So I call housekeeping again and they say the official report for our room said that we had the do not disturb sign on the door. Totally false, and I felt it was a little payback for us reporting the other blunders. Someone came and picked up the trash and gave us more towels.

I will say, we have always had fabulous housekeepers that go above and beyond, and we felt like our Monday - Thursday cleaner was wonderful. All of the blunders happened from Friday - Sunday.

 

[bumbershoot]

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.

Interesting. Wait, you called Housekeeping about late checkout?

Calmly state the problem and you can have a discussion.

Though for DH asking them if they would like to talk with him OR if they would like to talk to the lunatic (that would be me at that point) worked out well. Given that I was up in the HA room with horribly painful feet and *no tub* to soak them in, at the end of our freezing cold first trip (december 2010), crying...their answer was that they would be happy to talk to him instead of the crying yelling woman back in the unacceptable room.

But it has to be a feeling to all the long term housekeepers who used to be allowed to do a great job ... and then they were told to cut costs.

And now the workers get the blame for the problems management previously caused

So let's bring in a group to tell you how to do your job right
(That you used to do right before you were told to stop doing it right)

Agreed completely.

I wouldn't mind if they finally did away with those "Your housekeeper's name is (insert fictitious name here)" cards.

Yes.

I'm Hispanic by blood and I assure you, everyone isn't named "Esmeralda."

I never knew a single Esmerelda, and I grew up with a lot of Hispanic friends.

Of course then Eva Mendes and Ryan Gosling went and had an Esmerelda...

A "lock interrogation" was done to find out if anyone had else had accessed our room while we were out - which showed only mousekeeping had entered the room.

Last time we stayed Value or Moderate (the only deluxe we've stayed at is Villas and we rarely get housekeeping there so I don't know about Deluxe), we noticed that Housekeeping tended to open a door, prop it open, put the housekeeping cart in front of it, then *go and work in the next room*. We actually saw it at Grand Californian, too (experienced it, actually, when DH needed to go into our room for something and our door was open and EMPTY).

So even though the only keycard that opened it was the housekeepers, that by NO means means it was the housekeeper that did it.

 

[duckyfordonald]

Last time we stayed Value or Moderate (the only deluxe we've stayed at is Villas and we rarely get housekeeping there so I don't know about Deluxe), we noticed that Housekeeping tended to open a door, prop it open, put the housekeeping cart in front of it, then *go and work in the next room*. We actually saw it at Grand Californian, too (experienced it, actually, when DH needed to go into our room for something and our door was open and EMPTY).

So even though the only keycard that opened it was the housekeepers, that by NO means means it was the housekeeper that did it.

True - but in your scenario, it WAS mousekeeping that opened the door and left our belongings vulnerable.
Sounds like another topic for training.

 

[wilkeliza]

Interesting. Wait, you called Housekeeping about late checkout?

Every time we've called the fromt desk (yes I know that is usually a call center) they say they have to talk to housekeeping so we figured that one time we would cut out the middle man and call housekeeping and see what they said.