OKW - whats going on???

[sarahandgreg]

At OKW right now - have the staff forgot their manners this last 2 days? Arrived on Friday - staying in a 1 bed. One night points and one night cash. Got stuck in a not great location after requesting something a bit nearer to amenities - but thats ok I can live with that. What I can't quite get over is the "couldn't care less attitude" of the girl on check in. App my requests" were not noted" so "theres nothing i can do for you ".

Then I went to take a shower. Shower drain blocked - dirt backing up into shower tray from previous use. I call front desk midway through shower and ask if they can send someone so I can finish showering and my husband can get ready for our dinner as we hd been by the pool all day.
they said they would - an hour later still no one - shower unusable due to standing water and the tray is full.
I call back down to be told "its not an emergency' and " well here in Florida our water table is high, the drains can back up "
Well thanks for telling me but I do live in Florida, I have vacationed at OKW more times than I have hot dinners and I am on the 3rd floor - exactly how high is the water table????? And whilst I realize its "not an emergency" I am half way through washing hair and I don't think its too much to ask to have shower that works. Surely housekeeping would have noticed this while cleaning the shower - maybe they don't give a damn, but they really should. Oh and to top it off the guard on the gate needs to stop shoving that silly STOP sign he holds right in guests faces as they pull up to the gate and soften the "third degree" act. I am all for a bit of security but come on lets not get carried away.
Rant over just my observations - OKW as beautiful as ever but staff have "taken the shine off our stay"

 

[a742246]

I would ask to speak to a supervisor Sorry about your situation!

 

[ArwenMarie]

At OKW right now - have the staff forgot their manners this last 2 days? Arrived on Friday - staying in a 1 bed. One night points and one night cash. Got stuck in a not great location after requesting something a bit nearer to amenities - but thats ok I can live with that. What I can't quite get over is the "couldn't care less attitude" of the girl on check in. App my requests" were not noted" so "theres nothing i can do for you ".

Then I went to take a shower. Shower drain blocked - dirt backing up into shower tray from previous use. I call front desk midway through shower and ask if they can send someone so I can finish showering and my husband can get ready for our dinner as we hd been by the pool all day.
they said they would - an hour later still no one - shower unusable due to standing water and the tray is full.
I call back down to be told "its not an emergency' and " well here in Florida our water table is high, the drains can back up "
Well thanks for telling me but I do live in Florida, I have vacationed at OKW more times than I have hot dinners and I am on the 3rd floor - exactly how high is the water table????? And whilst I realize its "not an emergency" I am half way through washing hair and I don't think its too much to ask to have shower that works. Surely housekeeping would have noticed this while cleaning the shower - maybe they don't give a damn, but they really should. Oh and to top it off the guard on the gate needs to stop shoving that silly STOP sign he holds right in guests faces as they pull up to the gate and soften the "third degree" act. I am all for a bit of security but come on lets not get carried away.
Rant over just my observations - OKW as beautiful as ever but staff have "taken the shine off our stay"

That's too bad. I think the service at the Disney resorts (well I guess I should say the ones I have stayed at) has really declined over the past couple of years in a very noticeable way, from the front desk to housekeeping and everyone else.

That's crazy that they used the high water table as an excuse for the drain not working. Then wouldn't all the drains not work? And actually I would qualify that as an emergency in the hotel sense anyway. Not being able to take a shower in your hotel room is unacceptable, even for an hour.

Anyway, hope you get some resolution and things look up!

 

[HiHoWeGo]

It's a real shame to see a rash of stories about the current state, and decline, of OKW. I hope it's just a "phase" they're going through and will be addressed soon.

 

[bumbershoot]

I call front desk midway through shower and ask if they can send someone

Like it or, at wdw pressing the "front desk" button on the phone gets you to an offsite possibly out of state call center. There is no way to call to the actual front desk. So in your situation you have to reply on the cm answering to put your need into the right queue (email, phone, not sure how they contact the resort), the technology to work right, for a cm at the resort to get it and get it right and to put a call into maintenance.

I would've called Housekeeping instead. From what I recall, housekeeping and maintenance are the same line and they can actually transfer you to maintenance when you call housekeeping. Or I would've sd DH on the trek to the front desk I n person.

As for acting sorry that they can't move you...you want them to be more apologetic. Another customer won't and will be just as irritated as you are but for opposite reasons. Front line customer service sometimes can't win.

 

[ArwenMarie]

Like it or, at wdw pressing the "front desk" button on the phone gets you to an offsite possibly out of state call center. There is no way to call to the actual front desk. So in your situation you have to reply on the cm answering to put your need into the right queue (email, phone, not sure how they contact the resort), the technology to work right, for a cm at the resort to get it and get it right and to put a call into maintenance.

I would've called Housekeeping instead. From what I recall, housekeeping and maintenance are the same line and they can actually transfer you to maintenance when you call housekeeping. Or I would've sd DH on the trek to the front desk I n person.

As for acting sorry that they can't move you...you want them to be more apologetic. Another customer won't and will be just as irritated as you are but for opposite reasons. Front line customer service sometimes can't win.

If you are persistent and keep asking for the *actual* front desk at the actual resort, they will eventually put you through. But, they do ask first, what you actually want. In this case, it seems like something that would have been put through, IME. Now, getting someone to pick up at the phone once they put you through is another story.

I think you're right though that housekeeping and maintenance are reached through the same button on the phone now so that would be another option. As would walking over to the front desk, although that's not so easy at OKW due to the sprawling nature of the resort.