MouseKeeping problem

[MikeS.]

Sunday the 16th when my wife was getting into the shower she noticed mold/mildew growing on the shower walls. This 2 days after we'd had our trash and towel service. I was quite upset and called MouseKeeping from the room.

That was 8:15, the lady said they would have someone there within the hour. At 10:10 I called back and said don't send anyone tonight, we were going to sleep. So of course at 10:40 2 ladies showed up to clean. They woke us up and of course I wasn't happy.

I talked to Marie, the SSR housekeeping manager, Monday morning. She was very apologetic and sent someone right over. They did a very through cleaning and the shower especially.

When we got back to the room Marie had sent us a very nice basket and a card. Plus we had a nice card from Mickey and Minnie celebrating our 30th anniversary that day.

Lesson learned, bring a can of Lysol.

I'm sorry but for what I pay in maintenance fees I don't find mildew at all acceptable. It tells me the rooms aren't getting cleaned properly.

 

[CarolAnnC]

Sorry you had the mildew problem in the shower. Did you notice it when you checked in or did it only appear at that time? I see it was two days after your trash and towel day so you must have been there at least 6 days at that time.

Housekeeping would not have cleaned the shower on T&T day. They only empty the trash and replace towels in the rooms at that time.

 

[JimMIA]

As a native Floridian, I can tell you that you did NOT have a housekeeping problem. What you had is a Florida climate problem.

Even this time of year, Florida tends to be pretty warm and humid, and that is going to create mold/mildew. Leaving the airconditioning or a dehumidifier running all the time is just about the only way to stop it. It's just part of living in a subtropical place.

If you'd had mold/mildew at checkin, sure. But six days later? Naw. In fact, housekeeping must have left the shower absolutely sterilized for mold/mildew to take six days to form.

Hopefully, you didn't let that spoil your trip.

 

[3DisneyKids]

This is third post I have read today where SSR is leaving gift baskets for guests who experience any sort of issue. Good for them! This is the DVC service that folks have been missing as of late...glad to see that SSR is making things right with guests!

 

[Coach Rick]

We had a problem at AKV during our Thanksgiving stay. We ran out of toilet tissue the day of mousekeeping. I called and was told it would be taken care of while we were out. We returned to find that the towels were all set the trash all set, but still no toilet tissue, two more calls and 4 hours later, and then some wondering the halls for a staff member, and I got two rolls. While I was upset, I chalked up to AKL staff not used to DVC mousekeeping. We didn't let it bother us, there was always paper towels.

 

[Halle]

Wow...we've been members since 1993 and have encountered mildew, lack of TP, broken blinds, broken remote, broken toaster, coffee maker, a leaking sink, toilet pulled and replaced which resulted in wet carpet and huge fan in our BW studio for eight plus hours etc., etc.. Never once did we get a gift basket....please don't flame me but....is that really necessary??

 

[OneMoreTry]

Wow...we've been members since 1993 and have encountered mildew, lack of TP, broken blinds, broken remote, broken toaster, coffee maker, a leaking sink, toilet pulled and replaced which resulted in wet carpet and huge fan in our BW studio for eight plus hours etc., etc.. Never once did we get a gift basket....please don't flame me but....is that really necessary??

You're probably not as cute as Mike S.

Personally, I think the mold IS a housekeeping problem. The AC should NEVER be completely turned off in a Florida timeshare condo. And housekeeping should inspect for mold routinely -- and treat it promptly.

On the other hand, I would probably ignore a little shower mildew. It's my bad, but I grew up in florida in an unairconditioned house.

 

[Ksp]

Wow...we've been members since 1993 and have encountered mildew, lack of TP, broken blinds, broken remote, broken toaster, coffee maker, a leaking sink, toilet pulled and replaced which resulted in wet carpet and huge fan in our BW studio for eight plus hours etc., etc.. Never once did we get a gift basket....please don't flame me but....is that really necessary??

No, not necessary - but a sign of a place that cares about its guests. That's my take on it, anyway. I would not ever expect a gift like that, but what a wonderful surprise - especially if you've had a bad experience - now you can have a good experience to balance it out a bit.

 

[MikeS.]

I/we never expected any more then for them to correct the problem timely. Showing up 2.5 hours later, at 10:40pm, wasn't timely. It was a nice gesture on the part of Marie for the basket.

Oh and I did leave the AC on while we were here, I even used the instructions found on this board to turn off the motion sensor.

 

[rinkwide]

It's unfortunate but this problem seems rampant at SSR. We ate at the Turf Club and you wouldn't believe the moldy stuff they used to top my Cobb Salad.

 

[jekjones1558]

We ate at the Turf Club and you wouldn't believe the moldy stuff they used to top my Cobb Salad.

 

[squirrlygirl]

This is third post I have read today where SSR is leaving gift baskets for guests who experience any sort of issue. Good for them! This is the DVC service that folks have been missing as of late...glad to see that SSR is making things right with guests!

That is a bit irritating for me to hear because not only did our problem never get fixed while we were at SSR, but I contacted member satisfaction over a month ago and we STILL haven't gotten a reply! Methinks I might be jealous

On the other hand it seems they should be doing a little root cause investigating into the housekeeping problem instead of putting band-aids, I mean baskets, on the problem.

 

[dhluvsDisney]

I can't tell you the number of problems we've had with Mousekeeping at OKW. It took 2 phone calls and a personal message to Mousekeeping once to get rid of the "cobwebs" above the light over the kitchen table! Yuk! We've had missing things, broken remotes, faceplate from electrical plugs broken, etc. They weren't too bad, though, at working out most of the issues. We've never gotten anything except an "Sorry", which was just fine.

 

[DebbieB]

I/we never expected any more then for them to correct the problem timely. Showing up 2.5 hours later, at 10:40pm, wasn't timely. It was a nice gesture on the part of Marie for the basket.

Oh and I did leave the AC on while we were here, I even used the instructions found on this board to turn off the motion sensor.

Are you serious? You called at 8:10pm for mold in the shower and expected immediate action? I'm sure they have limited staff during that time, that's not an emergency. Now running out of TP is an emergency.....

 

[50 years Too!]

I had mold in the VWL shower, at the top of the ledge where the door connects, on our first day.
I assumed they didn't see it because you can't unless you are in the shower.
I simply cleaned it myself. And to think I could have gotten a gift basket if I would have called.
I'm not saying it is okay for them to miss it, but cobwebs, dust, or smeary windows are not something I would call to have them come clean. Maintenance issues or rooms that obviously haven't been cleaned, yes. I do think we need to mention it on a comment card to management with the hopes that mousekeepers will be told to be attentive to these issues. As I always tell my kids (and DH ), "clean with your eyes, not just your hands".

Deb

 

[MikeS.]

Are you serious? You called at 8:10pm for mold in the shower and expected immediate action? I'm sure they have limited staff during that time, that's not an emergency. Now running out of TP is an emergency.....

No I didn't expect immediate action. I asked for a housekeeper the next day. The lady on the phone insisted on sending someone over.

"That was 8:15, the lady said they would have someone there within the hour."

If it had been TP I would have been knocking on the neighbors doors.

 

[wildernessDad]

I'm sorry but for what I pay in maintenance fees I don't find mildew at all acceptable. It tells me the rooms aren't getting cleaned properly.

Perhaps it says that your room wasn't clean. It is hard to generalize due to mold and mildew from one room. I am not saying that you are incorrect in your assumption, just that you might not be correct.