OKW not up to standard

[yo-ho-yo-ho]

OKW is our home resort and we're not long home after a 5 day trip. Does anyone else thing the standards at OKW is falling ? FOOD at Olivia's was very poor, food all over the floor, dirty seats

Our room wasn't great either, toilet with a broken seal, stained bed sheets, stained towels, front door covered in grime


We did contacted the duty manager who said she'd make a note of it and we are going to contacted Mis Sonya Byrnes by letter.


what is our dues going on we've never had problems like this before

 

[Chuck S]

I had some minor housekeeping issues a couple weeks ago. While disappointed with the changes in lunch/dinner at Olivia's, all the Disney menus are heading toward "standardization" with few restaurant specific offerings (except at Signature reataurants). I did not see any food all over the floor. Is it possible that a messy youngster (or several) left shortly before you were seated?

Breakfast experiences at Olivia's, for us, were still excellent.

 

[jctwizzer]

We were there for a week starting Thanksgiving weekend...No problems with our one bedroom unit---which was an improvement over a previous visit when we had some minor housekeeping issues...
...did not eat at Olivias

 

[smjj]

Our last trip we ate only once at Olivia's. The change in the food was the reason. Many of the special items at Olivia's are no longer on the menu. The 'vanilla type' dining brought on by DDP ruined it for us. Our favorite server(Big John) stated that he and the other servers were very upset with the change but can't do anything about it ..smjj

 

[jodifla]

OKW is our home resort and we're not long home after a 5 day trip. Does anyone else thing the standards at OKW is falling ? FOOD at Olivia's was very poor, food all over the floor, dirty seats

Our room wasn't great either, toilet with a broken seal, stained bed sheets, stained towels, front door covered in grime


We did contacted the duty manager who said she'd make a note of it and we are going to contacted Mis Sonya Byrnes by letter.


what is our dues going on we've never had problems like this before

Good for you for staying on top of this! I was wondering, did you take pictures? I think everytime we see something like this, we should snap photos and email them to guest services!

We'll be there in January...and let you know how it is.

The Olivia's menu changes have me really livid as well!

 

[Granny]

Thank you for contacting the manager while you were there. Are you telling us they didn't come to fix the maintenance/housekeeping issues while you were still there? Or did you wait until the end of your trip to report them? I have a hard time believing that if you told them those issues right when you saw the room that they gave you a "we'll make a note of it". Not doubting you, but it seems incredible to me that they would have that attitude or that you would accept that response.

We stayed at OKW this past summer and had no room cleanliness/maintenance issues except one cabinet door was loose. We notified maintenance and they fixed it the same day while we were at the parks.

Having said all that, your room shouldn't be in that condition when you check in. Thanks for reporting it to management.

 

[Gymbomom]

We just got back from OKW, and I would say the bed sheets, felt like Scott toliet paper...they were that stiff and itchy. AND the beds were really uncomfortable.

Otherwise our rooms were really nice and clean.

We didn't eat at Olivia's.

 

[jodifla]

We just got back from OKW, and I would say the bed sheets, felt like Scott toliet paper...they were that stiff and itchy. AND the beds were really uncomfortable.

Otherwise our rooms were really nice and clean.

We didn't eat at Olivia's.

Wow. That's surprising. We've had nothing but really comfortable beds the many times we've stayed at OKW.

 

[Gymbomom]

Wow. That's surprising. We've had nothing but really comfortable beds the many times we've stayed at OKW.

Well it was bad enough for me to comment on it, and I am not picky about beds. My sister has always complained about the beds, but this is the first time that I wondered how frequently the mattress gets changed.
We have been members of OKW as our home resort and stayed an average of 1X a year since 1992.

 

[yo-ho-yo-ho]

We contacted the duty manager 2 days before we left and then spoke to another duty manager on check out day


I was upset a little thinking our they taking us for mugs, paying our dues and not putting the effort or money in to keep the place up to standard.

Another couple of points the dirty mens room at Olivia's, waste paper bin overflowing, floor very wet. Also Foods to Go, we bought tuna sandwich which when opened look like a 4yr old had made it then a breakfast croissant which was just soggy fryer fat


The more i look back the more determined to make my feelings known to the up levels of Management i'm not paying dues for that !!!

 

[Chuck S]

If you were there for 5 days, and waited until 2 days before leaving to report it to a duty manager, why did you wait to report the problems with your room?

If the sheets were stained and toilet seal broken, it should have been reported IMMEDIATELY so it could be fixed. That is why so many people take these bad reports with a grain of salt, because if conditions were as you described, common sense would dictate that the problems be reported immediately upon your entering the room so they can be corrected.

Did you report the mens room at Olivia's to anyone? I have seen kids mess up a restroom the minute an attendant finished servicing it.

 

[mikron]

HAPPY HOLIDAYS, could it be a change in the staffing, or morale with the workers, supervisors not checking on the workers. I think we as DVC members need to speak very strongley to any problems at the resorts and or restraunts. Should we be speaking to higher ups, there is power in numbers.

 

[aclov]

We stayed for the first time at OKW in August and the room smelled very musty and housekeeping had left a big floor fan blowing in the room. I called the front desk and they changed our room but to a handicap room, with no table and a walk-in shower. I called that same night and they said they would change us in the morning. The next morning when I went to the front desk they were trying to charge me a $25 room change fee which I disputed and it was removed. Finally, we ended up in a satisfactory room. I don't think I would stay there again unless I absolutely have to.

 

[yo-ho-yo-ho]

Hi Chuck first of common sense would tell a work who has just put a stained sheet on the bed to take it off and we slept in the other bed.

Second by the time i run around looking for help for the restroom i'd miss another hour of my vacation


The bottom line is i'm paying dues for services that are not up to standard !!! i shouldn't have to be running around after them chasing things up.


And one other thing trash + towel service, we got the towels but the trash wasn't lifted !!

 

[rigsby25]

Hi Chuck first of common sense would tell a work who has just put a stained sheet on the bed to take it off and we slept in the other bed.

Second by the time i run around looking for help for the restroom i'd miss another hour of my vacation


The bottom line is i'm paying dues for services that are not up to standard !!! i shouldn't have to be running around after them chasing things up.


And one other thing trash + towel service, we got the towels but the trash wasn't lifted !!

I totally agree. Last May at SSR we settled down at 8:00 to watch tv before turning in (movie night) and the tv in the master bedroom didn't work. By the time the problem was corrected, it was almost 11. In the meantime, we had the guys at the door "what's the problem" then they were fooling around with the tv, then they left and came back later with another tv and took the old one out. Its like being at home waiting for a delivery. But the next people had a tv that worked. 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. You can't run any business well without customer feed back. One of the problems though, is that DVC people expect perfection. And why not? That is what we were sold. "Disney Quality".

 

[MiaSRN62]

We have never had a cleanliness problem at OKW (thankfully). Our sheets never seemed stiff, though I'm sure a rogue set could have made it's way into some of the rooms ? As for Olivia's----yes, we're disappointed in the menu changes (but that can be said for quite a few park and resort restaurants). Alot of menus have become generic and boring.
Cleanliness has never been an issue at Olivia's for us.....have always felt the restaurant was clean. We last dined there in August and we had 3 meals during that 5 night stay.
As for the public restroom---can't speak for the men's room, but the woman's restroom by Olivia's was clean (just used that one on Dec 4), as were the locker rooms. I'm sure things can slip from time to time. We used the Y&B spa women's locker for showering and changing and it was a mess in there this summer. It was soaking wet everyone and there were paper towels all over from people trying to dry off the sink area which was just flooded with water. I rarely use this locker area, so not sure if this was just an isloated incident for Y&B ?
We also stayed at the VWL in Oct and noticed the public restroom at the WL was messy (near WC restaurant). We witnessed toilet paper on the floor and the sink area a little messy.
So I hardly think these problems are unique to OKW.....it's more just a general problem throughout wdw un fortunately.

 

[starbox]

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. You can't run any business well without customer feed back.

I have had valid complaints that are not a big enough deal to demand a manager to come fix things, but it would be nice to have a way to indicate that there is a problem so it can be addressed or fixed before the next guest arrives. I'm not a person to be very demanding on vacation, and I am not going to nitpick about things I can deal with or take care of myself.

When we stayed at OKW, there were some housekeeping issues. The remote did not work, there was dried gooey gunk under the ice-bucket and coffee maker, and the carpet on the side of the bed near the window was soaking wet.

Now, we don't really sit around and watch telivision - so the remote was a non-issue for us - we just pushed the on button to watch the Disney travel channel. I bring Clorox wipes, so the counter was clean in a few minutes. I did not notice wet floor until the last night when i got out of bed on my daughter's side wearing socks and felt them immediately soak through.

Now - I would have made a note of all three minor issues so that mousekeeping/maitence/ and management could be aware and improve in those areas.

OTOH, at SSR our card reader on the door was not working, and we called and had someone there in 10 minutes to fix it. The next day, we were eating at Turf Club and I was doing the mommy potty parade (one kid has to go, then ten minutes later, another kid has to go ). Between trip one (when the rest room was immaculate) and trip two, someone had clearly gotten sick all over the place and obviously had not told management or made any attempt to clean up. I went straight to the front desk and they were very grateful to be informed. Both cases were of the more extreme "this needs attention right way" nature.

 

[Chuck S]

Hi Chuck first of common sense would tell a work who has just put a stained sheet on the bed to take it off and we slept in the other bed.

Second by the time i run around looking for help for the restroom i'd miss another hour of my vacation


The bottom line is i'm paying dues for services that are not up to standard !!! i shouldn't have to be running around after them chasing things up.


And one other thing trash + towel service, we got the towels but the trash wasn't lifted !!

It depends upon what kind of stain you are talking about. If the sheets had been laundered properly, but a stain remained after laundering...yes, it probably should have been changed to look better, however, it certainly would have posed no health risk after it had been laundered/sanitized.

I don't know how you keep time, because it would literally only take me seconds to find a Cast Member, either at Olivia's or the General Store, pull them aside, and say that the mens restroom is badly in need of servicing, not "an hour." There is no reason for you to wait on the janitor to show up, or to escort them to the restroom, personally. Once the problem is reported to any employee, they would call the proper person to service the restroom.

Bottom line, people, and cast members are people not "servants", are human and are not perfect. Mistakes can happen, and NOTHING will change unless it is reported in a timely (immediate) manner so the problems can be corrected.

And, oh, I agree that the trash should have been removed...and a call to housekeeping to inform a supervisor of the proplem would have been in order when it was discovered. That way they could at least track down which housekeeper made the error in servicing your room that day, and make note of it on his/her employee file.

BTW, trash disposal bins are located on the first floor of every building, under one of the stairwells, at OKW.

People not reporting problems in a timely manner are contributing to, rather than helping solve, the problems.

 

[castleri]

Second by the time i run around looking for help for the restroom i'd miss another hour of my vacation

If this was the restroom by Olivia's why not just tell the person at the podium that is was in need of attention. I don't think that would take an hour - a couple of minutes maybe if they were in the process of seating someone.

Anytime we have had a problem ie - cabinet door hanging because of broken hinge, carpet wet and smelly because watermelon exploded and liquid dripped on floor ( yes it was our watermelon and we had gotten it the day before - still don't know how it got that way so quickly) a simple call to maintenance or housekeeping resulted in the door being fixed and that section of the carpet being cleaned while we were out for the day. As many have said dealing with the problems at the time seems to work in most cases and help insure that they don't compound for future guests. Hope you don't run into any issues on future trips.

 

[mlayton14]

It depends upon what kind of stain you are talking about. If the sheets had been laundered properly, but a stain remained after laundering...yes, it probably should have been changed to look better, however, it certainly would have posed no health risk after it had been laundered/sanitized.

I don't know how you keep time, because it would literally only take me seconds to find a Cast Member, either at Olivia's or the General Store, pull them aside, and say that the mens restroom is badly in need of servicing, not "an hour." There is no reason for you to wait on the janitor to show up, or to escort them to the restroom, personally. Once the problem is reported to any employee, they would call the proper person to service the restroom.

Bottom line, people, and cast members are people not "servants", are human and are not perfect. Mistakes can happen, and NOTHING will change unless it is reported in a timely (immediate) manner so the problems can be corrected.

And, oh, I agree that the trash should have been removed...and a call to housekeeping to inform a supervisor of the proplem would have been in order when it was discovered. That way they could at least track down which housekeeper made the error in servicing your room that day, and make note of it on his/her employee file.

BTW, trash disposal bins are located on the first floor of every building, under one of the stairwells, at OKW.

People not reporting problems in a timely manner are contributing to, rather than helping solve, the problems.

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. 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.