So what do you do if your room isn't ready by 4?

[Dean]

UJust got back from a quick trip to KV. We arrived at 12, so planned on waiting around for a room. We were enjoying the pool, and by 3:30, thought it odd that our room wasn't ready yet. When I went to the front desk, I was told rooms weren't guaranteed until 4. We went back to the pool and got involved in a game of "What's in Your Beachbag?" Since we had our daybag with us, we basically dumped it to find our items in the allotted time. Then without warning, the heavens opened and the rain rain rain came down down down. It was now 3:55, and I went back to the desk. Nope, not guaranteed until 4. Walked (dripping) into the store, bought frozen pizza, drinks, etc. Went BACK to the desk and now the verbage is just "Your room's not ready", and the word "guarantee" goes away. So now we are sitting in 90 degree heat with a melting pizza and no idea of when a room will be available. What would you do?

There are several questions here.

1. What are the rules.
2. What to do given the current rules.
3. What should the rules be.

Answers

1. There IS no guarantee and on DVC's part, not even an expectation that the room will be ready by 4. They generally are but again, not even an expectation. A number of years ago they specifically and purpusefully changed the wording from "ready by 4" to "ready after 4".
2. Wait, nothing else you can do, no reason to expect compensation. You just need to understand what the rules are and plan accordingly.
3. 4 really should be the outside limit in all but the most bizarre of circumstances. They should put far more planning and effort into making sure that there's a major and specific reason for a given room to be ready after 4. This is not a significant issue with any other timeshare I'm aware of. Blaming it on guests is a cop out for DVC. EVERY hotel and timeshare have those issues, most allow a certain % of late check out and most put an effort into getting YOUR room ready if you're there and waiting. While I've always been pretty lucky, it's clear this part of the system is broken and needs to be fixed. There are easy ways to deal with people who are outliers who do not leave the room, charge them an extra night and don't take the charge off when they complain.

 

[dianeschlicht]

4 really should be the outside limit in all but the most bizarre of circumstances. They should put far more planning and effort into making sure that there's a major and specific reason for a given room to be ready after 4. This is not a significant issue with any other timeshare I'm aware of. Blaming it on guests is a cop out for DVC. EVERY hotel and timeshare have those issues, most allow a certain % of late check out and most put an effort into getting YOUR room ready if you're there and waiting. While I've always been pretty lucky, it's clear this part of the system is broken and needs to be fixed. There are easy ways to deal with people who are outliers who do not leave the room, charge them an extra night and don't take the charge off when they complain.
[/LIST]

I totally agree with this. We have stayed at other timeshares where you MUST check out by 10:am and if you aren't out, you are charged. In those timeshares you also MUST empty your garbage, load and run the dishwasher and tear apart beds etc.

On our first DVC trip 13 years ago, we got to room and found it still occupied. The offender had left his suitcase in the room and told the front desk he would be out 'soon'. Well, when we checked in at 4:00, his suitcase had been moved to the already made up bed, and he had already used one of the towels and left it on the little shelf by the front door (this was OKW). We headed back to the front desk to explain the problem, and the manager went right to the computer to make sure she charged him for a cash night. That's the way it SHOULD be done, but it also should not have gotten to the point where they sent us to the room without him being totally vacated.

 

[Dean]

I totally agree with this. We have stayed at other timeshares where you MUST check out by 10:am and if you aren't out, you are charged. In those timeshares you also MUST empty your garbage, load and run the dishwasher and tear apart beds etc.

The expectations vary widely for the many timeshares we've experienced. Some require a room inventory, empty trash, strip beds, put linen's in certain place; etc. Most are less strict and many don't have those expectations or if they do, they don't enforce it. The one area you do need to be careful to avoid extra charges is in the towels. We've found that many use the guilty till proven innocent approach where towels are concerned and will charge you if you're not careful. I'd say most are 10 checkout but many are 11. Many of those with a 10 checkout are also 3 check in.

I think we're in agreement in that it's not really a clock thing but a system problem. I think we also agree that outliers and those that abuse the system should pay. DVC has been far too lax in these areas over the years letting members take advantage of the system to the point they can't get the job done (only part of the actual problem here). IMO, the blame goes back to DVC. Some will quote dues and costs as the driving force but I don't buy that either. I'm the first to say they should not increase dues and should think carefully before adding or continuing ancillary services with significant costs. Valet Parking was a great example of something that should not be paid for given the specifics involved. However, there is a cost of doing business and if the only way they can do the job correctly is to have higher costs and then pass that along to us or even to cut in other areas, so be it. There is a minimal acceptable standard and this is one area where DVC falls below that standard, IMO.

 

[twinklebug]

I also do not accept the idea that it is okay to be left hanging with regard to when I get into my room. I don't blame anyone but management.

The idea that I will get my room 'sometime after 4' is ridiculous to me. Why should I pay to get my room at 6pm, while another guest gets one at 2pm???

I agree. Although we're DVC members and with that comes an agreement and understanding that rooms may not be available until 4pm, past that it becomes an issue of not only not having a place to rest and call "home" but one of having put out points for minimal usage of a room. We know that the first nights points never equate to 24 hours of use, but to have them for less than 16 is a problem imho.

I checked into BWV after 9pm last night. My room should have been ready and in order. It wasn't. I'm still steamed. I booked 11 months ago.

Every guest who arrives within the rules should get the same level of service. At the bare minimum a clean room at 4. Location(except for booking categories), floor level, style of room - not the issue.

What should they do for me? Don't let this happen to me or any future guest. I'm not willing to compromise to save a few pennies on housekeeping dues. Hire quality help and enough of them to get the job done in the time that is available. If I pay to have a quality vacation in my villa I expect my visit to go well from the start.

Not ready after 9pm? THAT's crazy! I can accept 4pm. Someone must have either trashed that room or there was a severe mechanical problem they were working on. In a case like this (which as far as we know doesn't happen often) the system should have a floating room available for assignment ... infact, I thought they did so they could take rooms out of circulation for rehab work.

 

[Dean]

I checked into BWV after 9pm last night. My room should have been ready and in order. It wasn't. I'm still steamed. I booked 11 months ago.

Not acceptable but I'm guessing there was a real reason for this situation. WHEN you booked has no meaning since there is no longer any priority given to when you booked.

Also how long one has owned, how many stays, how good or bad things were last time have no meaning also given the current setup.

 

[dbs1228]

I worked at a resort years ago and management busted butt to make sure all rooms were ready by "check in time". They also called guests who were not out by "check out time". Things can happen but for the most part after 3, all rooms were ready for check in! I find it unexceptable for a room not to be ready by 6PM! I would say they need more mouse keeping on busy days. We used to have management in the rooms, helping clean out when staff was short handed. I guess that is the difference between cash reservation and time share, really what do they have to lose are you going to book somewhere different next time you visit?

 

[Uncleromulus]

I always keep in mind that many units are more than just motel rooms--lots of rugs to vacuum, maybe an oven to clean, dishes, the whirlpool tub, etc etc etc.
And lots of people leave things in an outright mess. So unless housekeeping can get to a room very early, it does take some time to get things in acceptable condition.

 

[Judique]

Not acceptable but I'm guessing there was a real reason for this situation. WHEN you booked has no meaning since there is no longer any priority given to when you booked.

Also how long one has owned, how many stays, how good or bad things were last time have no meaning also given the current setup.

There was a real reason. However, they tried to put me in the room anyway, and the front desk did not know about the issue until we brought it to their attention. Housekeeping should have known however. They had me in an alternate room within an hour.

On a brighter note - I am off to the shower so that I can have a food and wine lunch around the world in Epcot!

I addressed the issue respectfully with management last night and I will follow up with a letter to Member Satisfaction later on today - not for 'what can they do for me', but for future improvement in basic services.

 

[wildernessDad]

After we check in, we put our stuff with bell services, perhaps grab lunch at the resort and then hit a park.

 

[bobbiwoz]

We have gotten a room before 4PM WAY more times than after 4PM . Twice the management thought they should compensate us. Once we got $100 credit, and the other time we got a delicious basket of chocolate goodies. The other, very few times, we didn't get anything.

I don't know why we've all had different experiences.

Bobbi

 

[twinklebug]

I always keep in mind that many units are more than just motel rooms--lots of rugs to vacuum, maybe an oven to clean, dishes, the whirlpool tub, etc etc etc.
And lots of people leave things in an outright mess. So unless housekeeping can get to a room very early, it does take some time to get things in acceptable condition.

I wonder if they allowed housekeepers to team up, each taking care of specific tasks for each room if it would speed up the process. I'll bet a team of 2 housekeepers working all the rooms the 2 would be assigned could get through two rooms together much faster than one person could do just one alone. And if there are issues they'd have another person available to help. Divide up the duties so it's more like an assembly line: one person with kitchen/bath duties while the other had linens/beds/vacuuming. They key is to keep each person moving room to room to room.

 

[Dean]

I worked at a resort years ago and management busted butt to make sure all rooms were ready by "check in time". They also called guests who were not out by "check out time". Things can happen but for the most part after 3, all rooms were ready for check in! I find it unexceptable for a room not to be ready by 6PM! I would say they need more mouse keeping on busy days. We used to have management in the rooms, helping clean out when staff was short handed. I guess that is the difference between cash reservation and time share, really what do they have to lose are you going to book somewhere different next time you visit?

I don't think it's numbers but expectations and the system that's the real issue.

There was a real reason. However, they tried to put me in the room anyway, and the front desk did not know about the issue until we brought it to their attention. Housekeeping should have known however. They had me in an alternate room within an hour.

Your post seemed to imply you went to check in and had to wait because the room was still not listed as ready. Getting into the room and having an issue, even one that should have been known and dealt with, is a MUCH different issues IMO. I don't know what the problem was or specifics but you can bet your bottom dollar that whoever was originally slated for the room you were given ended up somewhere else before you, likely in the room originally assigned to you.

 

[Dean]

I wonder if they allowed housekeepers to team up, each taking care of specific tasks for each room if it would speed up the process. I'll bet a team of 2 housekeepers working all the rooms the 2 would be assigned could get through two rooms together much faster than one person could do just one alone. And if there are issues they'd have another person available to help. Divide up the duties so it's more like an assembly line: one person with kitchen/bath duties while the other had linens/beds/vacuuming. They key is to keep each person moving room to room to room.

I'm not sure how they teach this but I'm sure they would allow them to do so if they wanted. What most systems do is to have people on site EARLY to get started on those rooms where the guests depart early. They also have systems to try to pick those rooms up to know where they can go although it's not perfect. Then they have more staff coming on later and some staying late or arriving much later for things that happen unexpectedly. Multiple staff for a given room works best when there's no other rooms to do, the early and the late rooms essentially

 

[CarolAnnC]

Expectations for a timeshare are far different than that for a regular hotel or resort. The multiple bathrooms, bedding, kitchen, dishware, etc. make for a lengthier turnover time. Hence the earlier check out and later check in. I believe some timeshares have even longer times in between..

Here is a tidbit - the beginning of this month we spent one night at Vero Beach after our cruise. As we were bringing up our luggage (around 1:30 pm est) a gentleman in the elevator with us complained a bit that they were unable to get out of their room on time, and Guest Services had charged them another night as a result. He did not mention if it were on points or cash, but he was heading out to the pool in his swimsuit.

Hopefully, this will become more commonplace when guests are unable to vacate by the appointed time. More of a reason to hustle out on check out day..

 

[Deb & Bill]

Expectations for a timeshare are far different than that for a regular hotel or resort. The multiple bathrooms, bedding, kitchen, dishware, etc. make for a lengthier turnover time. Hence the earlier check out and later check in. I believe some timeshares have even longer times in between..

Here is a tidbit - the beginning of this month we spent one night at Vero Beach after our cruise. As we were bringing up our luggage (around 1:30 pm est) a gentleman in the elevator with us complained a bit that they were unable to get out of their room on time, and Guest Services had charged them another night as a result. He did not mention if it were on points or cash, but he was heading out to the pool in his swimsuit.

Hopefully, this will become more commonplace when guests are unable to vacate by the appointed time. More of a reason to hustle out on check out day..

But as more guests decide they will go ahead and pay for the extra night, it may mean that more guests will have nowhere at all to stay.

 

[Judique]

I don't think it's numbers but expectations and the system that's the real issue.

Your post seemed to imply you went to check in and had to wait because the room was still not listed as ready. Getting into the room and having an issue, even one that should have been known and dealt with, is a MUCH different issues IMO. I don't know what the problem was or specifics but you can bet your bottom dollar that whoever was originally slated for the room you were given ended up somewhere else before you, likely in the room originally assigned to you.

Yes - I believe what you say may have been correct - about someone being given my original room. I booked standard and was sent to gardenview. The room category was not an issue - just the condition 'in' the room. I am purposely not detailing the problem as it would lead to unnecessary debate. The intent of the op was 'room not ready' and I would like to keep that the focus of the thread as it is important to me on an ongoing basis. In other words, rooms should be ready at 4...or even a later time that is designated - not 'whenever' with the excepton of very unusual circumstances, such as leaky pipes, major maintenance issue etc.

 

[bobbiwoz]

I just remembered why we may have gotten the chocolate basket from management at BCV. We were given a text that the room was ready. We all grabbed our stuff and got to the room to find out that there were at least 4 Mousekeepers working on cleaning a room that had obviously been trashed. The chocolate was to compensate for the treck we all had. They had called our HOME phone to say that we got the text message in error, and we had no way of knowing that.

 

[jekjones1558]

We have gotten a room before 4PM WAY more times than after 4PM . Twice the management thought they should compensate us. Once we got $100 credit, and the other time we got a delicious basket of chocolate goodies. The other, very few times, we didn't get anything.

I don't know why we've all had different experiences.

Bobbi

As much as this issue irks me, I have to say that only a few times have we had to wait past 4:00 and we must have made at least 35 DVC trips by now. I consider myself lucky. But when it happens it is not okay with us. Traveling takes a lot out of DH and we never go to a park when we arrive. We are usually on early morning flights, which means little sleep the night before. We have never made a big fuss. Once when we had a Grand Gathering at OKW one of the rooms was not ready until 5:00 or so and those family members found a credit ($50 maybe?) on their bill at checkout, though we had not asked for nor expected anything.
CarolAnnC, I am happy that Vero may be doing what all DVCs should be doing to enforce checkout time.

 

[twinklebug]

Here is a tidbit - the beginning of this month we spent one night at Vero Beach after our cruise. As we were bringing up our luggage (around 1:30 pm est) a gentleman in the elevator with us complained a bit that they were unable to get out of their room on time, and Guest Services had charged them another night as a result. He did not mention if it were on points or cash, but he was heading out to the pool in his swimsuit.

Hopefully, this will become more commonplace when guests are unable to vacate by the appointed time. More of a reason to hustle out on check out day..

I'm glad to hear this - I am not a morning person by any means but I'll kill myself and kids to get out of the room before 11am (typically we're closing the door behind us at 10:59). (side note, I feel 11am is perfect, many places require us out by 10am) If there is a need to stay longer than that the occupants should have booked an additional night. If the reason for staying longer is due to illness of a family member, I've read on these boards that arrangements can be made before hand so as not to offset the housekeeping schedules.

 

[CarolAnnC]

But as more guests decide they will go ahead and pay for the extra night, it may mean that more guests will have nowhere at all to stay.

They charged them for the late check out - they did not give them another night in the room. Sorry I was not clear.. Vero was full, as we had already asked at the desk when we had checked in ourselves, so I am sure they were in a bind with guests not vacating at the appointed time.