OKW not up to standard

[bobbiwoz]

...Do you feel similarly if you get a defective product at the store? Do you happily bring it back to the supermarket, tell them your problem, then go home with the good product with a smile on your face? If you accept these behaviors, then it becomes acceptable behavior on their part.

Honestly, yes, this is what I do...or else, I call and say that it's not convenient for me to come now, but I am reporting a problem, and they have always accepted the flawed item in exchange for a good one...or say, just throw it away. And yes, I try to smile because it is not the person behind the customer service counter who caused the problem. What would you do?

Bobbi

PS. I wholeheartedly agree with Chuck's statement that the CM's are people, not servants.

 

[yo-ho-yo-ho]

Hold on a minute and don't be jumping on my back !!!


I treat no-one like a servant, i'm a working class guy and i treat others like i like to be treated. As for the stains NO they weren't life threatening thats why we slept in the other bed.

What do my annual dues pay for?

Answer

Your dues are put toward a number of vital interests, including: " Operating expenses, such as housekeeping, transportation (if applicable), front-desk services, maintenance, utilities, and more " Administrative expenses, such as management and reservation services, insurance, taxes, some Member mailings, and more " Refurbishment expenses, such as updating and maintaining interiors, exteriors, common areas, and more In short, your annual dues help keep Disney Vacation Club running smoothly-and Disney Vacation Club Resorts looking great!

Now i have a right to complain if things that i pay for are not up to standard.

This is the first time in nearly 12yrs i've complain and i'm right to complain.


Why did i wait a few days, well i was cutting them some slack but as the days went by and i saw more and more problems i thought i'd voice my concerns with the manager in a discreet way.

 

[Chuck S]

I dont understand why you "excuse" these types of issues. A well-managed operation means that the customers dont have to be inspectors and report problems - they are solved before the customer arrives PERIOD.

So if a restroom is inspected on schedule and then someone messes it up 5 minutes later, how would you resolve the issue? Stay quiet about it and then complain on an internet board, as the OP did? Would you demand that OKW dues increase substantially to hire CMs to sit inside and monitor each guests' activtity in the restrooms (and there are at least 10 public restrooms at OKW, Olivia's and one by each pool x2, one for men, one for women)? Or would you simply take a moment to tell a CM that the restroom is in need of servicing?

If your room wasn't cleaned properly, or you had a toilet with a leaking seal, would you let housekeeping know about it immediately so they could fix it, or wait a few days...then complain about it on an internet board?

Which action do you think would come closer to solving the problems, both then and in the future?

 

[Chuck S]

Now i have a right to complain if things that i pay for are not up to standard.

This is the first time in nearly 12yrs i've complain and i'm right to complain.


Why did i wait a few days, well i was cutting them some slack but as the days went by and i saw more and more problems i thought i'd voice my concerns with the manager in a discreet way.

You absolutely have the right to complain...but the time to do so is at the time of the incident/problem...and the sooner the better so it can be corrected.

 

[yo-ho-yo-ho]

Well in the two days that were left nothing was done about it apart from the restroom and towels, sheets were never changed.


Its easy for you to pick and choose points Chuck, i'm giving an overall view of my experience at OKW.



"You absolutely have the right to complain...but the time to do so is at the time of the incident/problem...and the sooner the better so it can be corrected"

So lets count up

1/ Stained towels - noticed when washed hands

2/ Stained sheets - noticed going to bed

3/ Dirty restroom

4/ Rotten meal at Olivia's and dirty floor

5/ Dirty Front Door

6/ Foods to Go sandwich - noticed when got back to room

7/ Trash not emptied

Count up how many minutes it would have taken to ring front desk or queue to speak to someone.

 

[yo-ho-yo-ho]

Oh one thing i've forgotten, wife has just reminded me. The bath kept filling when we had a shower no wonder the whole of the plug-hole was filled with hair not ours may i add, and of-course i unplugged it myself i wouldn't want to over work those CM's

 

[Chuck S]

So let me see if I understand correctly, you had stained sheets, stained towels, clogged drain, leaking toilet seal, and a dirty front door when you checked-in, but waited to notify housekeeping of the problems, because calling housekeeping from your room was too time consuming?

You did not like your meal at Olivia's and found the restaurant dirty, but didn't complain immediately because it was too time consuming, you found the restroom needed servicing, and failed to take a moment to notify someone because it was too time consuming?

All of which certainly would have taken less time to report at the time of the incidents, than waiting and reporting to supervisors.

 

[dianeschlicht]

Interesting. We just returned from 10 nights at OKW. One night in a studio, 5 in a 2 bedroom, and 4 in a 1 bedroom. All units were clean and seemed to have the newer mattresses in them. The 2 bedroom master did have a problem with the light fixture over the vanity. The bulb was replaced minutes after I reported it, but it still popped on and off because the fixture seemed to need replaceing. I did report it, but saved that for checkout day, since it wasn't a big deal. I did also receive a questionnaire to fill out on line just yesterday, and I went into great detail about both the units and the dining plan and Olivia's. Hopefully you will get a chance to do that as well. I do agree that the menu at Olivia's is pared down, but we still had excellent food there, and it was clean as a whistle. We only used Good's to Go once this trip, and it was breakfast, but all seemed fine. Check in folks were especially great this trip! I even sent a good comment card to one of them.

Why did you not let houskeeping know when they missed your trash and towel day? I would have done that right away. We actually had to schedule a full cleaning because they forgot us one day too. I called immediately though, and it was resolved before we even left the room for the day.

 

[mlayton14]

So if a restroom is inspected on schedule and then someone messes it up 5 minutes later, how would you resolve the issue? Stay quiet about it and then complain on an internet board, as the OP did? Would you demand that OKW dues increase substantially to hire CMs to sit inside and monitor each guests' activtity in the restrooms (and there are at least 10 public restrooms at OKW, Olivia's and one by each pool x2, one for men, one for women)? Or would you simply take a moment to tell a CM that the restroom is in need of servicing?

If your room wasn't cleaned properly, or you had a toilet with a leaking seal, would you let housekeeping know about it immediately so they could fix it, or wait a few days...then complain about it on an internet board?

Which action do you think would come closer to solving the problems, both then and in the future?

The restroom issue unfortunately is harder to resolve, but how do you know whether it was 5 minutes or 5 hours?? If it take someone to walk around to the restrooms once per hour, then so be it, isnt that what the dues pay for?

Regarding the room, no I shouldnt have to find the problem and then tell housekeeping. Housekeeping SHOULD KNOW WHEN THEY CLEAN THE ROOM BEFORE I EVER STEP INTO IT NO? YIKES !! Its called inspecting the quality of the room, and should be done by housekeeping before they leave the room, NOT by the guests, that what dues are for no? Of course I am not going to sleep on stained sheets and will call, but the problem should be solved UPSTREAM before I ever even discover it. Would I pay an extra 25cents per point to guarantee a clean room on arrival - HECK YEAH !!

Why is the concept of the process so hard to grasp?

 

[DisDaydreamer]

I do so wish they would have comment cards on the tables. This makes such total sense. The cards could be given to maintenance by housekeeping and they could look into the issues. Housekeeping cards should have postage paid cards that you could return.

Excellent idea. A "Maintenance Needs" card. I usally will drop a note off at the desk the night before our departure so they can schedule someone to take care of issues before the next guests arrive. Who better to give that information than someone who just spent days or weeks in the unit. I'll bet most people never say a thing, and a card might be very effective.

 

[mlayton14]

Honestly, yes, this is what I do...or else, I call and say that it's not convenient for me to come now, but I am reporting a problem, and they have always accepted the flawed item in exchange for a good one...or say, just throw it away. And yes, I try to smile because it is not the person behind the customer service counter who caused the problem. What would you do?

Bobbi

PS. I wholeheartedly agree with Chuck's statement that the CM's are people, not servants.

Bobby with all due respect, with the attitude you have towards quality is hard to believe. When did I ever say yell at the "underling"?? When problems like this happen, management is accountable. They hold the responsibility for running a quality operation.

If you accept bad quality with a smile, you arent doing ANYONE a favor.

 

[Deemarch]

I agree with some in that not saying anything at the moment it's noticed suggests your accepting of the issues.

Most of the problems are probably training issues, not a vendetta against yo-ho-yo-ho. So, like you would do with children to teach them what's right, you address the problem at the moment it occurs (or that you notice it has occurred).

As for DDP, I think that letters to Disney Corporate would work better.

Hope your next stay is better.

 

[Chuck S]

Bobby with all due respect, with the attitude you have towards quality is hard to believe. When did I ever say yell at the "underling"?? When problems like this happen, management is accountable. They hold the responsibility for running a quality operation.

If you accept bad quality with a smile, you arent doing ANYONE a favor.

If you buy a package of taco shells, or eggs, and notice they are broken when you get home , how else would you handle it, besides calling the store or returning the item on your next trip? While you can inspect eggs prior to leaving the market, the same is not true of almost any pre-package items you may have a problem with, you wouldn't know it was broken/defective until you opened the package.

In the case of the restroom, I'm reasonably sure they are indeed checked periodically, they certainly are at the parks, and I see CMs making notations as to the time they were inspected...and I've found park restrooms in disarray also...and are used by guests and employees alike...so obviously the mess was made fairly recently...and even with Disney magic, CMs can't be in two places at once.

I agree, the problems the OP had with his room should not have happened in the first place...however, ignoring the problems and not reporting them for two or three days does nothing to solve the problems, does it? It should have been reported immediately so the problems could have been corrected. If your room had been in the condition described by the OP, would you have ignored it?

 

[yo-ho-yo-ho]

Chuck why are you taking this so personal ? and attacking me ?


As i've explained i didn't noticed everything in one go so i was cutting them some slack !! But as the holiday ended i thought there's no way i could bring friends to stay here as in my view standards had dropped. I wasn't looking for anything, i just passed on my concerns to the managers and hope things will be address.


I also think you're missing the point the room shouldn't been in that state, no housemaid should have put those sheets on a bed or stained towels in the bathroom. There is no excuse for food lying on the floor when staff are standing around doing very little.


I ask anyone to have a good look at the chairs in Olivia's and check how much dirt is on them. I'm no health freak either i just expect higher standards of my home resort.


Building 2915

 

[Chuck S]

Chuck why are you taking this so personal ? and attacking me ?


As i've explained i didn't noticed everything in one go so i was cutting them some slack !! But as the holiday ended i thought there's no way i could bring friends to stay here as in my view standards had dropped. I wasn't looking for anything, i just passed on my concerns to the managers and hope things will be address.


I also think you're missing the point the room shouldn't been in that state, no housemaid should have put those sheets on a bed or stained towels in the bathroom. There is no excuse for food lying on the floor when staff are standing around doing very little.


I ask anyone to have a good look at the chairs in Olivia's and check how much dirt is on them. I'm no health freak either i just expect higher standards of my home resort.


Building 2915

I have not attacked you, I have questioned as why, given the problems you found, stained towels, stained sheets, leaking toilet seal (which, depending upon which seal was leaking could be a health issue), clogged drain...that housekeeping wasn't called at least the next day..surely you knew of the drain and leaking seal isue by the morning after you checked in. And why anyone would wait to report that a public restroom needed service (stating that it would take an hour to find someone to report it to), especially when there are CMs literally with 20 feet of the restroom both at Olivia's and at the store, then report it later to a manager. It seems really odd.

You're absolutely right, the room shouldn't have been in that state...but you are also missing the point...that waiting to report it did nothing to address or correct the situation...and in fact, the delay would make it more time consuming to track down the housekeeper responsible so the supervisor could address his/her performance.

 

[yo-ho-yo-ho]

But sure the sheets weren't changed even after i reported


EDIT: Sorry, I hit a wrong button, and I hope I restored this reply to its original form. If not, yoho, please edit it and restore it. - Chuck

 

[mlayton14]

If you buy a package of taco shells, or eggs, and notice they are broken when you get home , how else would you handle it, besides calling the store or returning the item on your next trip? While you can inspect eggs prior to leaving the market, the same is not true of almost any pre-package items you may have a problem with, you wouldn't know it was broken/defective until you opened the package.

In the case of the restroom, I'm reasonably sure they are indeed checked periodically, they certainly are at the parks, and I see CMs making notations as to the time they were inspected...and I've found park restrooms in disarray also...and are used by guests and employees alike...so obviously the mess was made fairly recently...and even with Disney magic, CMs can't be in two places at once.

I agree, the problems the OP had with his room should not have happened in the first place...however, ignoring the problems and not reporting them for two or three days does nothing to solve the problems, does it? It should have been reported immediately so the problems could have been corrected. If your room had been in the condition described by the OP, would you have ignored it?

Chuck, no sense in getting caught up in semantics, of course I wouldnt ignore it (why would I if I were steaming mad?). The point is, if that people have repeat experiences of unacceptable conditions of the room, it would tell you that management is NOT doing their job, and our dues are NOT being well spent. Simply asking for assistance to get it resolved for that one room doesnt solve the problem of why the room is in bad condition in the first place now does it? The goal is to have these things not happen at all isnt it? Is it an impossible goal not to have a guest check into a bad room? No its no impossible.

So .. the point is any angst that someone has should be pointed at DVC mgmt first ... then the guest (if at all)

 

[Chuck S]

Chuck, no sense in getting caught up in semantics, of course I wouldnt ignore it (why would I if I were steaming mad?). The point is, if that people have repeat experiences of unacceptable conditions of the room, it would tell you that management is NOT doing their job, and our dues are NOT being well spent. Simply asking for assistance to get it resolved for that one room doesnt solve the problem of why the room is in bad condition in the first place now does it? The goal is to have these things not happen at all isnt it? Is it an impossible goal not to have a guest check into a bad room? No its no impossible.

But the place to start SOLVING the problem is directly with housekeeping, by reporting the problems immediately. Not by trying to address it later, several days into the trip.

But "no problems" should absolutely be what is strived for. Given the high occupancy rates at DVC, I'm just not convinced that "no problems, anytime" is realistically acheivable, but they should be able to come pretty close.

 

[Chuck S]

But sure the sheets weren't changed even after i reported

But, in a way, I can see why they weren't (though they should have been.) You were not entitled to a full housekeeping day, and you had already put up with them for 3 days, (so in theory, you could have already used/accepted the sheets) hence the reason for reporting immediatey. Also, you said you spoke to a duty manager...was it front desk? Sometimes, I've found, messages don't get from the front desk people to the housekeeping or maintenance people. Best to call them directly.

And, again, my apologies for editing yo ho's last post. The "edit" (for mods) and "quote" buttons are right next to each other, and I didn't realize I hit "edit" by mistake, until after I hit "save" I think the post was only the one line, quoted above.

 

[dianeschlicht]

Excellent idea. A "Maintenance Needs" card. I usally will drop a note off at the desk the night before our departure so they can schedule someone to take care of issues before the next guests arrive. Who better to give that information than someone who just spent days or weeks in the unit. I'll bet most people never say a thing, and a card might be very effective.

Actually, there used to be comment cards in the units, but I haven't seen them for years.