Our recent stay-problems checking in

[normr]

We got back from 5 days at OKW in a 2 bedroom, my younger daughter and I drove up to check in Wednesday night and arrived at approximately 9:30 PM, my wife and older daughter would arrive the next day, we had 2 requests on our ressies, one was non-smoking and the other was to be in buildings 62, 63 or 64 in case we were put in an upper floor at least this way we would have the elevator so one person in our party wouldn't have to climb stairs, well the new guy who checked us in after staring at the computer for 20 minutes finally said we would be in a building on the third floor, I told him this wouldn't work, we either needed to be in a building with an elevator or on the ground floor, so he went in back and found us another room on the ground floor in building 35, I told him that would work, so we got our keys and went over to building 35, as we wlaked up to the room, I noticed bags of trash, I told my daughter things don't look right, we walk in and see the room hasn't been cleaned, (and whoever the slobs were shouldn't be allowed in anymore, the place was a mess, rotten food still out on the counter, stuff in the refrigerator and trash everywhere)

So I quickly called the front desk and told them the room was a mess, and we went back, now they tell us, they don't have another 2 bedroom and will have to put us in a one-bedroom and move us in the morning and the manager said because of the problem he would give us breakfast at Olivia's, I said since it was just the two of us, it would be okay, so we got keys to the second room in the same building and go over there and walk in, and this room wasn't cleaned either, so we go back to the front desk and ask for the manager (Randy) who comes out again apologizing even more, he goes in back and finds another 2 bedroom in building 18 on the ground floor and personally goes over with us to check it out and even helps unload the car, he also lets me know that the first night stay would be credited back to us.

So even though we had problems which I couldn't beleive (that they would have 2 rooms not cleaned and send us over to them thinking they were clean) we decided to stay an extra night and use the points credited back to us, Randy the night manager got that pixie dust out solved the problems and got things right, I just don't understand why they didn't put us in the 2 bedroom we ended up in in the first place.

 

[DebbieB]

Wow, sorry to hear about your problems. I would put first floor on your reservation requests in the future because those buildings are probably frequently requested. I would send a fax too saying if those buildings are not available, you need a first floor elsewhere (for medical reasons if required). Alot of people don't think faxing is necessary, but I did it last time (2 weeks ago) and we got a great room at OKW. I had requested Turtle Pond Road, water view, second floor. In my fax, I repeated it and said if second floor was not available, first floor was OK, but not third floor and not handicapped. We ended up in 3111, first floor with a great pond & course view. We arrived about 3:15pm and it was ready. Made the reservation at 7 months.

 

[PamOKW]

Checking-in and playing "room roulette" has always been the one thing that has annoyed me at DVC. It usually ends up okay in the end but it's such a bumpy start to the trip. I'm sorry you went through a situation that was much worse than anything I've encountered. You did well to keep your cool and I'm glad that the manager finally stepped in and found a reasonable solution. Hopefully, they'll resolve whatever computer/housekeeping problem caused it to happen in the first place.

 

[Happy Birthday Cat]

I am sorry that you had problems too but really bothered by the fact that it sounds like they were going to let that first room you went to sit all night with rotten food out on the counter. That is not good.

HBC

 

[normr]

I recently had to get another internet provider since AT&T Broadband eliminated the ability to log into a dialup number from anywhere, so if I wanted to bring my computer I had to pay for another service, so I found one that has worked well here locally and according to their website has access numbers all over the country including Orlando (Access4less.net is only $5.95 a month).

Well when I tried to call the orlando access number from our room, I kept getting a recording telling me the number cannot be dialed, so I tried my cell phone and it answers fine, so I call the front desk and they connect me to disney telephone, and the person there asks me for the number and he tries it and gets the same message, he then tells me it's problem with Disney and the 641 exchange and people who have "little providers" have that problem, so I ask him to name a few and the first one he mentions is Earthlink, I say wait a minute Earthlink is not a little company, well he then back pedals and says well Earthlink has some secret numbers they give out to the people staying at disney, but I tell him I don't have Earthlink, i just want to call my provider and if Disney is blocking it, then they better straighten it out, so then he goes on to tell me i can go to one of the convention centers and rent internet access there. (That's just great, now Disney is blocking my access to make a little more money off people)

Well we went the whole time and no access, but when we get home we had a message telling us it's been straightened out, apparently Disney had to work something out with the real phone company not the "Mickey Mouse" one they're running (See they really are a Mickey Mouse operation)

So if anyone can get the front desk to try it for me before october, I would appreciate it, here is the number FL ORLANDO 407-641-4014.

or if anyone else has the 641 exchange problem, please let me know.

Thank goodness for the IBM kiosk, at least I was able to check my e-mail there since I was waiting for an important message.

 

[normr]

It really did get comical after the second bad room, and luckily it was just me and my daughter and we both easily roll with the punches so I really didn't need to go balistic (if my wife would have been there, that is another story).

But Randy really was very apologetic and did whatever he could to remedy the problem and in the end it worked out great.

I even plan to write MS to let them know how happy I was with the service he gave us in the end. The Housekeeping manager even called the next day to apologize and left a message on the phone system (he said the room was set up for retiling and wasn't supposed to be cleaned, but I find that a little hard to beleive that they would leave 2 rooms in that condition until repairs were done.)

But that doesn't explain why there were bags of trash outside other rooms in buillding 35, it looked to me like whoever the housekeeper was in that building told Disney to take their job and shove it and walked off the job without telling anyone.

If anyone was in building 35 @ OKW last week, maybe you know the real answer.

 

[DebbieB]

We had the opposite problem with housekeeping, they were too prompt (building 31). On Trash & Towel Day (5/7) she showed up at 8:30am! We didn't have a do not disturb sign, but I figured they usually didn't come that early (last year they didn't come until late in the day), so I didn't write one up. My Mom was getting a shower, so I just told her to leave the towels & stuff on the chair (she had everything in a bag) and I would take care of them. She took the kitchen trash and off she went. Actually, it worked out good because we had washed towels the day before, so we had a double supply the rest of the week. On checkout day (5/10), she was knocking on the door at 9:30am even though I had written a "do not disturb" sign. I told her we weren't leaving until 11:00am and pointed to the sign, she was right outside the door at 11:00am!

 

[okwmember92]

Normr, my inlaws had similar problem just this weekend. Requested 1st floor studio, arrived around 7:30pm, DFIL couldnt stay in the handicapped room, had bypass surgery a few years ago and said it reminded him too much of the hospital, so they gave them a studio in building 24, walked in and trash everywhere. They called the front desk who connected them to housekeeping. HK told them they would clean it, DMIL thought that would be okay they were going to dinner, HK said it might take longer. They decided to go back to front desk and try again. Finally got into building 63 on 2nd floor and was happy.

 

[DebbieB]

It just floors me that people leave trash everywhere. We always collect all the trash, empty the fridge and put it all in the kitchen can. We load the dishwasher and wipe off the counter. We treat it like our "home".

 

[Cris]

I was in 34 this week, our room was very clean. Though the check guy was rude!!! and boy I know what you mean on housekeeping coming in early!! eep what a surprise being in bed and them coming in LOL!!! -Cris

 

[SueM in MN]

We've nver faxed ahead. I've read on the boards and been told by MS, that all requests should be made at the time of the reservation, if possible because they do make assignments for DVC resorts based on date of request.
We've also been told by OKW CMs and MS that building 62, 63 and 64 are the most requested buildings. A lot of people ask for them by number and they fit the frequent requests people make:
1) the "newest" buildings
2) close to Hospitality House
3) close to pool
4) close to bus stop
5) elevators in building

We have a child who uses a wheelchair and our first reqest is always "first floor for medical reasons". Or, you can ask for those buildings and then, if not available, first floor for medical reasons (if there is a medical need).

We also had a problem with internet last year when we took our computer along. The "local access number" that ATT gave us wouldn't go thru. I talked with an actual (not resort) phone operator and was told that because of recent area code changes, that local number we got was not part of the local telephone calling area.
We have the same problems at home. My home area added an area code about 3 years ago and added a second one over a year ago. We still sometimes get the "this number cannot be connected as dialed" message. You can sometimes dial the same number a few minutes later and it does work. Other numbers in our same area code, only work if you dial the whole number, same area code and all. I've been told it's a problem with getting all the computerized phone equipment and routers changed at the same time.

 

[JudithM]

Well, there is a first time for everything & our first time was last week - we had three rooms before we finally settled in. I requested a one bedroom unit, first floor & non-smoking for medical reasons. This was our fourth DVC visit with this request. No problems previously. When I make the reservation I specifically say I do not need or want a handicapped room.

Well, this time room #1 in bldg 42 was a handicapped room which does my knee condition no good. I called the front desk, & we got another room - room #2 in building 44. My husband & I - each independent of the other - turned down the temperature for the air-conditioner as soon as we arrived. We thought the room smelled stale. Then we found the bathroom vent did not work. We called maintenance & we went to the pool. When we returned about an hour later the room had a distinct mildew/mold smell. We called again, & they weren't sure when the maintenance man would get there. However, the CM tracked him down, & he showed up fairly soon. He offered to spray the room. We tried the spray outdoors, & I thought my husband was going to gag - not good for his breathing concerns. They offered to wash the carpet the next day. The longer we were in the room the more we knew we could not stay there. I called the front desk again & spoke to the front desk manager. She sent a runner with keys to another room in buillding 36. Well, as soon as we opened the door we knew the room smelled clean like we expect. Then we had to go back to room #2, pack our suitcases, fill the coolers again, etc.

By the time we got this all straightened out, it was too late to go back to a park that evening. That was very frustrating .

Then one morning I reached for the blender & the top was missing the small piece for the middle. Frustrating because I was all set to make a fruit smoothie for breakfast before we had to meet friends in the park. Housekeeping brought us a brand new blender & took the old one. We also found out our stove had been turned off - not tripped - at the circuit breaker.

 

[DVCinderella]

Disney housekeeping must be suffering from recent cutbacks. DH and I just spent a week at VWL, and I was not happy with the condition of the shower/tub.

One of the main reasons I love going to WDW is the level of cleanliness. I have come to expect an immaculate room when I check-in. One of the first things I do when I walk into a hotel room for the first time is check the bedding and the bathroom.

On this most recent trip, the bed was fine, but the bathroom left a bit to be desired. There was so much hair in the tub and on the walls that I find it hard to believe it was cleaned. Even if that tub/shower was given I quick wipe-down, I can't see how that much hair was left behind.

I ended up cleaning it myself. I also hate starting a vacation with the awkwardness of a complaint, so I didn't call HK.

Has anyone else noticed a decline in the level of cleanliness at the resorts?