OKW Housekeeping

[DVC92]

Just returned from WDW. Most of my stay was at BLT, but I did a lead-in night in an OKW studio. OKW housekeeping seems to be having a problem setting up rooms. In August, I was in an OKW 1BR for over a week. On both occasions, the towels delivered solely at my OKW check-ins did not match the room occupancy. The 1BR is stated to sleep 5 adults, but there were only 4 bath towels and washcloths and 2 hand towels. The absent “Mickey Head” on the bed provided no bonus towels. The room was also absent any dish towel. Further, the OKW 1BR has a shower stall and tub in separate rooms, but only one set of toiletries (i.e., soap, shampoo, etc.) was left in the room contrary to what has always been provided to me in over 20 years of stays. I was told a charge would be incurred for more towels and toiletries in the 1BR. As to the studio which is designated for up to 4 people, there were only 2 bath towels and washcloths and 2 hand towels. Housekeeping was clueless as to the necessity for my request for more towels. They did finally consent to bring me 2 more bath towels and washcloths at no cost other than a 45 minute wait to take my shower. What gives????? I am not experiencing such issues for my stays at other DVC resorts. I even extended my stay 1 night for cash at Caribbean Beach and sure enough, 5 towels and washcloths were present at check-in for a room that slept 5.

 

[disneynutz]

It can happen at all resorts, the more you stay the greater the chance of something going wrong. The management and CM's are aware of the issues it's just the way it is.

 

[drusba]

Over the many years that I have been a member, I have found, in relation to each of the DVC resorts in which I have stayed, that Housekeeping's ability to get most things right has about the same probability as acheiving world peace in our lifetime. I have had many issues of not enough towels, trash not removed, the bedroom in a 1 or 2BR not being done on a full cleaning day, no one showing up on full cleaning or trash and towel day, and many other let downs. I think the defining example of the competency of Housekeeping that I ever experienced is the following phone conversation I once had with Housekeeping in the early evening:

Housekeeping: Hello, this is Housekeeping.

Me (after giving name and room number): We just back to our room. We were supposed to have a full cleaning today but it looks like no one came.

Housekeeping: Let me check. (A pause.) I see you have a DVC reservation. As a DVC member, you do not get full service. The service that is provided is limited to emptying the trash, exchanging towels, and replenishing toiletries on your fourth day. Full daily service is not included in your reservation.

Me: I know that, but yesterday I called and ordered a full cleaning for today which I would pay for.

Housekeeping: Oh, yes! I am the one you talked to.

Me: Oh good, then can you tell me why no one came.

Housekeeping: Let me check again. (A pause.) Oh, I see, we do not have any record of your having requested full service. Did you actually request it?

 

[disneynutz]

I wonder if one of the issues is a cultural and language difference. Many of the housekeepers come from other countries. We have had several conversations with housekeeping this trip and often we have trouble understanding them and they understanding us. Another issue is lack of management, just because someone answers the phone, it doesn't mean that they are the sharpest tool in the shed. Disney has trained us well after years and years that they are something special. While they offer a wonderful product, they are just like any other company with management and employee issues.

The trick for the repeat visitor or DVC owner is to understand how Disney works, the different departments, how they interact, and how to best get the best service and who to talk to when things go wrong.

 

[larissawbb]

During my last OKW stay I just gave up and took towels from the pool. A huge lack of towels was the least of my problems with the room. No matter how many times I called housekeeping wouldn't come clean the room. This was a cash stay.

 

[Dean]

This was a cash stay.

Cash through DVC or cash through CRO?

 

[larissawbb]

Cash through DVC or cash through CRO?

Cash through CRO!