Something is always missing from our room

[Sheepdog23]

We are members currently in WDW on points and are extremely dissatisfied and really angry. Last week we stayed in a 2BR at vwl with my parent's and had to spend a whole day doing inventory on the room because we were missing several items from the kitchen and nothing was where it should be. When I called housekeeping to report the missing items (5 things of various sizes), I was treated like I was an idiot and asked several times if I had looked in all of the cabinets. Obviously I had when I mentioned that I had located the chopping board behind the trash can and something else on top of the cabinets themselves. After arguing for several minutes, they finally sent someone down who then proceeded to treat me like crap while on a power trip until she looked through the entire contents which we had put on the pull out sofa bed and checked all the cabinets. She then came back shortly with the missing items.

Now we are at BCV in a studio for a week just us and we do not have a vacuum or broom and after several attempts to reach housekeeping, I still have not gotten a reply. I am going to try one more time but if it doesn't work, I will go down to the front desk and then I will send a detailed letter to Disney regarding the lack of service. I have noticed several dirty things in our BCV room and surroundings and I am not pleased. While I own at VWL, I know that BCV pays about the same for dues and they are not the cheapest. I would expect better for my money. Has anyone else experienced something similar? We were considering a significant add-on, but now I am seriously reconsidering since I am not sure I want to stay in the villas anymore if the service is so poor and I am treated like crap. We also had to call several times regarding our tv being broken and needing a new remote. I am not sure I can recommend DVC anymore.

 

[cvjw]

I would never spend one of my days at Disney doing an inventory on the room - Disney time is too precious. We spent last week at OKW, and noticed that we didn't have a wine opener. It didn't make me mad, I just called and nicely asked for one. One was delivered a few minutes later. We rarely cook in the villa, but if we need something, and it is missing, we just call and ask for a replacement.

We own at VWL and BCV, and spend 3+ weeks at Disney each year. It has been our experience that sometimes you get great rooms, sometimes you get not so great rooms. Some rooms are in much better shape than others. We just roll with the punches - if we get a bad one, we just hope for a better one next trip. I certainly don't want my dues going up any more than they already have.

 

[Sheepdog23]

disney time is definitely too precious, especially when you come every other year, but we were missing necessary items to be able to prepare lunch and when I called to have it replaced the first time, they said I would be charged for the item unless I could prove i didn't take it so we did inventory. I didn't want to have to pay for everything when I already pay the high dues.

 

[vicki_c]

Missing items in my room really wouldn't cause me to get that upset. If it was something I needed, so I noticed - I would just call and ask for it and be done with it. Most missing items I would never notice unless I was going to use it. I don't do any kind of review/inventory when I check in - I have better things to do with my time at Disney.

I guess I've been lucky - the few times I have called for something, no one told me I had to prove that it wasn't there when I checked in. I have never been treated like "crap" as you feel you were.

 

[palhockeymomof2]

So sorry you've had issues. I've never had a problem getting any item we have found missing delivered to the room quickly and never any mention of being charged for it.....the tv remotes sometimes have needed fresh batteries to work properly.....we have always been well treated

 

[Mtnman44]

I honestly can say that I've never thought to go through and make sure everything was there. In fact, I don't even know what exactly is supposed to be there to begin with. If we needed something that seemed like it should be available, we would call. As it is, we rarely use much more than glasses, bowls, and utensils.

 

[Pattiwig]

disney time is definitely too precious, especially when you come every other year, but we were missing necessary items to be able to prepare lunch and when I called to have it replaced the first time, they said I would be charged for the item unless I could prove i didn't take it so we did inventory. I didn't want to have to pay for everything when I already pay the high dues.

I totally agree with you on all points. No I do not take inventory, until I need something and it isn't there, then I go through everything. And yes it makes me really mad. And yes, we do cook a lot when at Disney.

We were at VeroBR, Christmas week. Stuff was missing right off the bat. By the time we checked out I had made a list of all the missing items and left it on the counter.

Housekeeping should be responsible to make sure all items are in a room when they clean after someone checks out. I shouldn't have to call for missing items and then waste precious time waiting for the items to be brought over.

 

[psac]

disney time is definitely too precious, especially when you come every other year, but we were missing necessary items to be able to prepare lunch and when I called to have it replaced the first time, they said I would be charged for the item unless I could prove i didn't take it so we did inventory. I didn't want to have to pay for everything when I already pay the high dues.

After that experience, I can understand you taking inventory. We just had our first DVC stay in Nov, and we didn't have any pots and pans, and called housekeeping because we didn't want to be charged.... until we found them in the drawer under the oven and had to call back that we had them. I'm sure that's a common happening, but still no excuse for the CM to treat you like they did, even if mine is the usual case.

 

[Sammie]

Be sure to let Member Satisfaction know, in fact email them while you are there.

 

[DisDaydreamer]

and when I called to have it replaced the first time, they said I would be charged for the item unless I could prove i didn't take it.

This part confounds me. Did they say that to you or you have read that? How do you prove you didn't take something?

 

[disneynutz]

We do one call to Mousekeeping and if they don't respond in a timely fashion, I talk to the Front Desk Manager face to face.

When we get home I follow up with a email to Member Satisfaction.

Bill

 

[jade1]

That's a bummer, esp from the #3 timeshare in the whole world according to Tug.


Top 10 Rated Timeshare Resorts
Rank Resort Name and Review Link RCI/II Code
1 Four Seasons Residence Club Aviara North America, USA, CA, Carlsbad FSA
2 The Royal Sands North America, Mexico, Quintana Roo, Cancun RSD
3 The Villas at Disney's Wilderness Lodge North America, USA, FL, Lake Buena Vista DWL

 

[bobbiwoz]

disney time is definitely too precious, especially when you come every other year, but we were missing necessary items to be able to prepare lunch and when I called to have it replaced the first time, they said I would be charged for the item unless I could prove i didn't take it so we did inventory. I didn't want to have to pay for everything when I already pay the high dues.

Wow, someone must have had a bad day at work! I've never been told I had to pay for something. I've mentioned on another thread that I don't have a pack and play on the room. They haven't brought one yet, but I told them that idon't need it. I've never used the vacuum cleaner!

It seems that someone at BLT may have lied to me when he said that plastic ware comes unwrapped in studios, because someone here has said they have it wrapped. It confuses me because housekeeping did come by in a timely manner with the cup and dish liquid I also needed. Why they didn't bring me the correct plastic ware, I don't understand.

 

[Tamar]

What's that old saying? I think it goes something like this: You'll catch more flies with honey than with vinegar.

When we've had something missing or broken, a pleasant call to housekeeping has always resulted in a quick solution. Our last stay, a previous visitor had bent the metal in one slot of the toaster so that a bagel wouldn't fit in it. Within 20 minutes of calling,we had a brand new toaster.

I also called once to say I couldn't find a frying pan. Discovered it in the drawer under the oven later in the stay (in the meantime, housekeeping quickly brought us a "replacement").

 

[Celestia]

Glad to hear most people have a positive response to missing items from the staff. We are new to DVC and this had me really worried at first.

OP - I'm very sorry you had to go through this. Hopefully your next stay will restore your faith!

 

[jodifla]

Unfortunately, it's unrealistic to expect housekeeping to inventory every room. Cleaning those rooms takes quite a long time already.

What I do when I get there is open every cabinet quickly, to make sure the main things are there. Sometimes stuff does end up in weird places. If I see anything missing or anything else I need, I call housekeeping. Typically we are heading out the door for dinner the first night, and the stuff is there by the time we get back.

No reason to get angry about it.

 

[SusieBea]

Unfortunately, it's unrealistic to expect housekeeping to inventory every room. Cleaning those rooms takes quite a long time already.

What I do when I get there is open every cabinet quickly, to make sure the main things are there. Sometimes stuff does end up in weird places. If I see anything missing or anything else I need, I call housekeeping. Typically we are heading out the door for dinner the first night, and the stuff is there by the time we get back.

No reason to get angry about it.

Agree! We've stayed at OKW over 30 times, and there's most always something missing. I've grown to accept that. Frequently I won't need what's missing, but if I do, I call and it's replaced. In December, I couldn't find a cutting board. Housekeeping brought one within 15 minutes (then I found the one that was supposed to be there! Duh!). I've never ever been told I would be charged for missing items.

 

[Sheepdog23]

I think what angers me most was that i was ok with some of the missing items until I really needed one, so i called housekeeping and politely said i was missing it. She immediately asked me if I had looked under the stove and I replied yes and then I said that i needed it to finish my meal so could i come by and get it from someone, and then she just started to speak very rudely. I didn't expect her to drop everything and bring it to me since I knew that they were very busy so I thought i would go get it. I also mentioned that I thought other things were missing as well and asked if i should make a list and leave it for them to get to when they got a chance, or how does it work. she told me i would be charged for the missing items if i couldn't prove I didn't take them. I was shocked and spoke with the front desk and she confirmed that people would be charged, but housekeeping would send a manager by to take an inventory and the items would be replaced. Should anything be missing at the end of my stay, then i would be charged. I had to do my inventory myself and show her because she didn't believe me about everything. I don't know what to say, but we became DVC members so we could get to Florida now that we are currently in Europe, and cooking for us is a necessity, especially with the declining quality, increasing prices, and food allergies. I am beginning to be a little disappointed with disney because in the 25 years I have been coming, I have never experienced treatment like I have the past few years as a DVC member. I am currently drafting an email to let them know, but I really do not think I will be doing the large add-on we had thought we would. Thanks to those of you with suggestions.

 

[connorlevismom]

Sorry that you were treated this way. People need to be a little more understanding that while THEY have not been treated rudely, that does not mean that YOU were not treated badly. We were also going to add on on our last trip and with what happened at SSR, we decided not to. If more and more people have this experience, DVC is going to be losing a lot of money.

There are always things missing from my rooms, everytime I stay at a DVC resort. The only time I said anything was when my ihome's were missing from my AKV room. I did not want to be charged for those!

 

[DVC Jen]

We had a VERY strange experience at VWL several years ago. We went down for a swim one evening and while sitting on the edge of the pool I noticed an usually strong chlorine scent. I mean REALLY REALLY REALLY strong.

DH and our DDs were splashing and swimming and having a good time. I had gotten in a few times for quick dips, but decided I wanted to take a bath so I headed back to our room.

When I got back to the room I noticed all of my silver jewelry was badly tarnished. My swimwear was also very bleached out. When the rest of the family came back their swimwear was even worse than mine was - and it was all brand new.

We called down and spoke with the manager who then sent the housekeeping manager to our room to inspect the swim wear as well as my silver jewelery. Imagine my shock when she tried to place blame on me for buying what she considered "cheap swim wear" and while it was not expensive it certainly was not cheap like she was stating. She even tried to argue with me about my jewelry not being real silver but fake or overlay. IT WAS NOT!

After telling her that now not only is our swim wear ruined, my jewelry tarnish but we are now very insulted by her accusations and I will be reporting her to the hotel manager as well as DVC member satisfaction she changed her tune and gave us a hotel credit.

It is the one and only time we have ever been treated like that and to say I was shocked is an understatement.

BTW - we got cleaned up, dressed and headed out later that evening for evening EMH at the MK and the villas pool was closed. The main lodge pool was open - but not the villas pool. The strong chlorine smell was still there and almost overwhelming. That alone proved my point that there was an issue with the chlorine level in the pool and it was not our "cheap" clothing and jewelry.

Every stay after that at VWL has been wonderful.

If I was ever told I would be charged like the OP was - you can bet your points I would be pretty irked as well. Rudeness does happen - even if you are nice when bringing a situation to someones attention.