Not happy with Mousekeeping...

[Disneypubgal]

So yesterday was our last day at Bay Lake Tower... the plan was to go over the MK and have breakfast with Cinderella, do a couple of rides and then head back to our villa to pack some sandwiches/snacks and head out to MCO for a 2pm flight...

Well the morning at the park went extremely well... but when we got to our room mousekeeping had already been there and emptied our fridge (excluding beer and water) and threw out our bread, cold cuts and snacks for the plane, and took all the garbage away! !!

There was not much time for me to get on the phone to find out what happened.... so on my way out I spoke to the DVC sales rep and he said to call from lobby which I did... I explained to them that I had a plane to catch and couldn't wait to long and they told me to call when I got back to NY. So I called when our plane arrived I called, and was told because we had already left we were out of luck!! So because I choose to make my flight there was nothing they could do for me! I asked to speak with a supervisor and was told "dave" would call me back later that evening... which he did not!

I understand that mistakes happen, however the way in which they are handled makes all the difference in the world....

We are huge Disney fans and spend most of our vacation time and dollars at Disney resorts! I think they could have handled this much better!!

So this morning I sent a "nice" e-mail to member services expressing my disappointment in how this whole situation was handled!

 

[n2mm]

Wow....I'm speechless.

On our last day often the housekeeper is lurking outside our door. We are always quick to tell them whether we are leaving for good or will be back. When we plan to come back we stick the "do not disturb" sign on the door. I've had terrible times with housekeeping at BLT and have talked to MS about it. During that conversation the CM told me that there are more complaints about housekeeping at BLT than any other DVC resort.

 

[disneynutz]

Your email should be sent to Member Satisfaction not MS.

MS makes reservations, Member Satisfaction fixes problems.

dvcmembersatisfactionteam@disneyvacationclub.com

Did you leave your DND sign on the door when you left, maybe that would have kept the Mousekeeper out.

Bill

 

[backyardponder]

What time did you get back to your villa? Was it after 11:00?

 

[ppony]

Did you leave your DND sign on the door when you left, maybe that would have kept the Mousekeeper out.

Bill

Yeah, I would have done that. And HAVE done that on several occasions as they can be FAST in the morning. FAST! Just a learning lesson I guess.

 

[Disneypubgal]

Your email should be sent to Member Satisfaction not MS.

MS makes reservations, Member Satisfaction fixes problems.

dvcmembersatisfactionteam@disneyvacationclub.com

Did you leave your DND sign on the door when you left, maybe that would have kept the Mousekeeper out.

Bill

Will do!! Thank you!!

 

[Disneypubgal]

What time did you get back to your villa? Was it after 11:00?

We returned at 10:30...

 

[Disneypubgal]

Did not leave DND sign on door... didn't think we needed to since check out is at 11!! Lesson learned!

 

[BirdsOfPreyDave]

I always put the DND sign on our door on check-out day. Otherwise, we've experienced housekeepers knocking on the door as early as 9:00.

 

[backyardponder]

We returned at 10:30...

Yup, I'd be upset! At least they left the beer!

 

[Maistre Gracey]

Was your luggage still in the room? That would be the main clue for me.

Were the beds done?
Just curious.. Is there a separate housekeeping team that does the fridge and garbage, and another team that does other duties?
If it's one housekeeper that does it all, I would be miffed how this could happen.

MG

 

[YourEveryDayAdam]

I always put the DND sign on our door on check-out day. Otherwise, we've experienced housekeepers knocking on the door as early as 9:00.

Yup. I am a night owl, so every day that housekeeping is scheduled to visit, I always put up the DND sign until i've awoken and headed out for the day...this definitely includes check out days... they are ruthless on check out days :-D

 

[kirstenb1]

OP, sorry this happened. I don't understand what they even gained from throwing away trash. I don't know about the rest of you, but when I clean my house, I create new trash; paper towels, toilet bowl disposable scrubber thingy, bleach wipes etc. They would still have to empty the trash after cleaning. I swear I think they made themselves sandwiches and had lunch on your dime!!

 

[Pakey]

That's insane. We didn't put our DnD sign out a few weeks ago and Mousekeeping knocked and entered before 8am on our last day. Most of my crew was still in bed. She asked what time we were leaving and I told her, "11am, checkout time".

 

[Dean]

So yesterday was our last day at Bay Lake Tower... the plan was to go over the MK and have breakfast with Cinderella, do a couple of rides and then head back to our villa to pack some sandwiches/snacks and head out to MCO for a 2pm flight...

Well the morning at the park went extremely well... but when we got to our room mousekeeping had already been there and emptied our fridge (excluding beer and water) and threw out our bread, cold cuts and snacks for the plane, and took all the garbage away! !!

There was not much time for me to get on the phone to find out what happened.... so on my way out I spoke to the DVC sales rep and he said to call from lobby which I did... I explained to them that I had a plane to catch and couldn't wait to long and they told me to call when I got back to NY. So I called when our plane arrived I called, and was told because we had already left we were out of luck!! So because I choose to make my flight there was nothing they could do for me! I asked to speak with a supervisor and was told "dave" would call me back later that evening... which he did not!

I understand that mistakes happen, however the way in which they are handled makes all the difference in the world....

We are huge Disney fans and spend most of our vacation time and dollars at Disney resorts! I think they could have handled this much better!!

So this morning I sent a "nice" e-mail to member services expressing my disappointment in how this whole situation was handled!

I'm sorry this happened. Was your luggage and personal effects still in the room?

 

[lilpooh108]

In my experience Mousekeeping has always ignored the Do Not Disturb sign left on our doors.

In fact, during our most recent stay at AKV, Mousekeeping knocked on both my door and my parents' door at 9:30 a.m. while we were packing to ask us (in quite a rude manner) what time we WERE leaving. I said promptly, "Not until 11:00 a.m., at check out time."

It was annoying, and I do believe they would have come in anyway to check if we were still in our studio if we had not answered our doors. I think maybe guests forget to take the DND signs down?

I understand the pressure on them to turn over rooms, but to knock on doors w/DND signs on them before 11am is quite rude.

 

[mac_tlc]

It seems like the Mousekeeping staff at BLT has this problem. We had the same exact experience last December, except the discarded items were my my daughter's wedding cake, crystal cuffs, floral bouquet and a couple of other things.

Here is my post about the subject:
http://www.disboards.com/showthread.php?t=2614261

The mousekeeping adventure starts at post #83, but the part before that was a lot more enjoyable.

We spoke to everyone we could find, sent letters, called various peole after we got home, spoke with DVC brass, etc. After a few months of discussions, we received a small monetary credit for my daughters next visit and a new cake top which they could not ship home...... but never an apology or any admission of wrongdoing by the mousekeeping staff.

Hard to believe it is almost a year ago............

mac_tlc

 

[Kidanifan08]

It must be a different crew at Kidani -- last time we checked into our room there was still food in the fridge. Now, if only there was beer in there . . .

They need a better system of knowing who is officially out of the room. Whatever happened to a formal check-out process. It seems like they could have people call a number from the room phone . . . or do on-line check out . . . or send a text message to the registration desk . . . something!

I am sure there are plenty of people out of the rooms on check-out day long before 11AM which would allow mousekeeping to get started early and still turn over rooms.

On a lighter note, at least you had the option to pound a beer while thinking about what you were going to do for lunch. They should send you vouchers for a free TS meal on your next visit.

Sorry this happened to you and your family.

 

[Disneypubgal]

Yup, I'd be upset! At least they left the beer!

except we ca't take it on the plane!! The beer and the water we were actually going to leave for them!!!

 

[Disneypubgal]

Was your luggage still in the room? That would be the main clue for me.

Were the beds done?
Just curious.. Is there a separate housekeeping team that does the fridge and garbage, and another team that does other duties?
If it's one housekeeper that does it all, I would be miffed how this could happen.

MG

Most of our luggage was out of the room, we had a small cooler and a carry on still in the room and a couple of bags of souvenirs...they don't know how many bags we had, so I "assumed" leaving a carry-on would be enough to show that the room was still occupied!