OKW staff outdid themselves in solving our problem!

[igitur]

We just returned from a 5-night stay at OKW (We own at BCV.) Let me preface this by saying we've never had a negative room experience since becoming owners in 2003.

We had booked a studio and were given one on the main floor. When we arrived, we found a huge sopping wet area right in front of the refrigerator. Thinking it was just leaking, we put a towel over it. The towel proceeded to soak up a horrible brown liquid. The tub in the bathroom had not just a drip but a steady stream of water running out that we couldn't turn off. The round window in the bathroom and wall area had slimy mold in it.

On day 2, my husband went to the front desk to tell them about everything...they said they would have maintenance and housekeeping out to fix everything. That night we got back from the park, to find a "second" large wet spot in the middle of the room, also brown liquid! Not sure if something had been spilled by housekeeping or if the carpeting was that dirty, that anything that got wet, turned brown! The room had been cleaned but nothing else fixed.

The next morning, my husband went back down to the front desk to ask what had been fixed and to let them know about the second wet spot. They were surprised no one had contacted us to tell us what had been done, apologized profusely and told us they were moving us into a 2-bedroom unit for the remainder of our stay and were giving us back our points for the first two nights!

The staff couldn't have been nicer about making sure our vacation was a success! The fact that they listened to our concerns and took action above and beyond, reminded me why we love vacationing at Disney so much!

 

[jekjones1558]

I love happy endings. Thanks for posting!

 

[DVCtinkerbell]

Wow! That is great! We hear so many unresponsive attitudes from CM's, it is nice to see that members concerns were addressed. OKW 2BR's are the best!

 

[saintstickets]

That my friends and fellow DISers is Disney personified! It is how I have always viewed Disney and how I hope and pray it will always be. I know that all problems cannot be avoided but it is how a problem is taken care of that tells the tale. Too often we hear of the horror stories that happen and not ones like this where Disney personnel go above and beyond to make their guest feel special. Not all problems are resolved in such a fantastic manner but it is great to know there are still Disney CM's that "get it". Thanks so much for sharing this story!!!

 

[igitur]

That my friends and fellow DISers is Disney personified! It is how I have always viewed Disney and how I hope and pray it will always be. I know that all problems cannot be avoided but it is how a problem is taken care of that tells the tale. Too often we hear of the horror stories that happen and not ones like this where Disney personnel go above and beyond to make their guest feel special. Not all problems are resolved in such a fantastic manner but it is great to know there are still Disney CM's that "get it". Thanks so much for sharing this story!!!

Happy to share it! What impressed me was their quick action when things weren't taken care of the first time. I should also add that the reason we were given a 2-bedroom was because there were no other units available. We would have happily taken another Studio. But it did give us the chance to experience the vastness of OKW's 2-BR unit and we're definitely going to book one again in the future! And you're correct, not all problems are and will be handled this way but it sure helps to hear about the ones that are!

 

[dianeschlicht]

We just returned from a 5-night stay at OKW (We own at BCV.) Let me preface this by saying we've never had a negative room experience since becoming owners in 2003.

We had booked a studio and were given one on the main floor. When we arrived, we found a huge sopping wet area right in front of the refrigerator. Thinking it was just leaking, we put a towel over it. The towel proceeded to soak up a horrible brown liquid. The tub in the bathroom had not just a drip but a steady stream of water running out that we couldn't turn off. The round window in the bathroom and wall area had slimy mold in it.

On day 2, my husband went to the front desk to tell them about everything...they said they would have maintenance and housekeeping out to fix everything. That night we got back from the park, to find a "second" large wet spot in the middle of the room, also brown liquid! Not sure if something had been spilled by housekeeping or if the carpeting was that dirty, that anything that got wet, turned brown! The room had been cleaned but nothing else fixed.

The next morning, my husband went back down to the front desk to ask what had been fixed and to let them know about the second wet spot. They were surprised no one had contacted us to tell us what had been done, apologized profusely and told us they were moving us into a 2-bedroom unit for the remainder of our stay and were giving us back our points for the first two nights!

The staff couldn't have been nicer about making sure our vacation was a success! The fact that they listened to our concerns and took action above and beyond, reminded me why we love vacationing at Disney so much!

I LOVE these kinds of stories! It just goes to show that being patient and not getting hot under the collar about the situation helps a lot!

 

[Debi]

Glad to hear that Disney came through for you! Just goes to show that for every bad story out there, there's another good one.

 

[puntagordabob]

If ONLY the rest of the world was like Disney! It would be a far Better World to live in!

 

[kato0627]

So glad they were able to help you with your problem. Great you got your points back. Just double check one thing. We just got home last night from a 8 day stay in BWV. We had a terrible odor in our room from the painting they are doing, therefore, we also got two nights back. The only problem is, they put them in our 2009 use year and that is Feb. So check where they put your points. We are hoping MS can help us out with this one.

 

[mikron]

I applaud your patience, I would have demanded to be moved when I found the mess at check in. This should have been reported by house keeping when they clean or by the guest who checked out. These problems don't happen between previous guest checking out and you checking in. Who would stay in a unit with those problems and not report.

 

[disneynutz]

I am really happy that after two days Disney took care of the problem and moved you, but I have to agree, you shouldn't have been exposed to the problem to begin with.

Bill

 

[disneymotherof3]

I have to agree that you should not have had to deal with this in the first place. It's not acceptable. As an owner at OKW, what are our maintenance fees going to? On the other hand, I'm soooo happy to hear the way that it was handled.

 

[igitur]

I have to agree that you should not have had to deal with this in the first place. It's not acceptable. As an owner at OKW, what are our maintenance fees going to? On the other hand, I'm soooo happy to hear the way that it was handled.

actually, that was my husband's biggest beef..."what am I paying maintenance dues on?"....especially when we discovered the continuously running water in the tub.

 

[Chic]

I just had a very similar experience at Saratoga Springs during Martin Luther King weekend. We had a Studio booked for the trip. As soon as we entered the room, we noticed a foul odor but could not figure out exactly what we were smelling. A few minutes later, my 2 year old was playing on the floor when we noticed her knees and hands were wet. The carpet was soaking wet outside the bathroom door and sink area. I called maintenance immediately and as I was talking on the phone with them I noticed a handle was broken off the dresser drawer and there was some type of liquid splattered on the walls. Maintenance/Housekeeping said they would send someone out to fix the issues. We headed out to the parks and when we returned later that night we found that they laid a towel over the wet area of the carpet and left a phone message indicating that the carpet would be steam cleaned the next day. To make a long story short, we were given a 1-bedroom for the remainder of the trip and all of my vacation points for the entire stay were returned into my DVC account. I'm happy with the resolution but still don't understand why the staff at Saratoga Springs would allow a guest to be assigned to a room in such poor condition. I just paid my maintenance fees in full a few weeks ago and wonder what Disney is doing with the money.

 

[inky dinky doo]

It's good to hear they took care of you.

Just curious . . . Do you remember the room number of your studio? I own at the BCV, too, and am headed to OKW Wednesday for two nights, before moving over to the Beach Club. I'm sure the problems have been resolved, but just in case . . . thought I'd ask.

 

[PamOKW]

Thanks for sharing your experience. It points out how if you report something while you are there, Disney has a chance to correct it. Quite often we read stories of someone telling what was wrong with their room but not that they contacted the front desk to tell them until they were checking out or even home

 

[dianeschlicht]

You know, these two stories leave me feeling even worse about housekeeping. It used to be Disney housekeepers were the best. That does NOT seem to be the case anymore. There just don't seem to be enough checks and balances anymore.

 

[Disneypubgal]

You know, these two stories leave me feeling even worse about housekeeping. It used to be Disney housekeepers were the best. That does NOT seem to be the case anymore. There just don't seem to be enough checks and balances anymore.

It is impossible to assume that there might never be any maintenance issues with the villas... how it is handled is what can make or break a vacation... Just my opinion...

 

[bobbiwoz]

Thanks for sharing your experience. It points out how if you report something while you are there, Disney has a chance to correct it. Quite often we read stories of someone telling what was wrong with their room but not that they contacted the front desk to tell them until they were checking out or even home

This is true, and I'm glad things did work out for the posters!

Bobbi

 

[BEASLYBOO]

It's nice to hear something good happening, and I don't expect each room to be pristine at every stay, issues do arise and as long as they are handled on a timely basis I'm ok with that. Fortunately for this poster, there was someone responsible at the helm, able to make a reasonable and thoughtful decision, but that's not always the case. It's never hapenned to me but I've overheard a few discussions where I thought that some of the service personel were out of order and also times when DVC owners were unreasonable in their expextations.