SSR...bad luck or bad management?

[Jump4Joy8390]

We are currently at SSR for a 4-day stay before we head home. When we checked in yesterday, we noticed several "deficiencies" and had to call either the Front Desk or Housekeeping 3 or 4 times:

• First of all, our patio door was stuck and we could not open it. Maintenance came within a couple of hours and fixed that.
• Then we noticed that there were no glasses at all, only 2 mugs and 2 paper plates. We called about that and housekeeping came right away.
• Then right before bed, we found that we were short 1 sheet for the foldaway bed.

I'd also like to add that we had just stayed at the Boardwalk Villas last week, where the foldaway bed was already made up for us; at SSR, we had to make it ourselves. Today, we are going to call again because the AC unit makes a loud, rattling noise every hour or so - it woke me up about 6 times last night.

Are we being too nit-picky or should we expect our room to be in better shape than this???

This is our 3rd stay here and all 3 times, we've had issues. It's our Home Resort and we really love the location but sheesh, I think they need to shape up! Or is it just the luck of the draw? Any similar issues from anyone?

 

[tgropp]

The main thing is, do not let it spoil anything. They are just minor issues. Just ask politely with a smile on your face and 99 times out of 100 they will be corrected immediately. I know its not what you want to happen but if the people ahead of you did not report it, maybe housekeeping did not see it. Also, I have seen all the dishes in the dishwasher, clean of course, just not put away. No big deal. Remember, you are at the happiest place on earth. Hope that you had a great time.

 

[peemagg]

If you have a studio, they have taken out all the regular cups because of lack of dishwashers at a few of the resorts. That is probably why you don't have the dishes you thought you would have, or had at other resorts.

 

[Crystal_27]

I don't think that you are being nit-picky, but I view the items listed as all fairly minor, so it sounds more like you ran into some bad luck. What I view as positive is that your issues were all addressed fairly quickly, which sounds like SSR's management is stressing the importance of addressing guest problems as quickly as possible, which is awesome to read!

 

[MEK]

SSR is my home resort and I have stayed there three times. The only issue I had was being placed in a ground floor accessible unit that smelled of bleach and disinfectant. I hated the location, the furniture was worn, and when my DH says, "lets ask for another room", then I knew it was definitely sub par. But our room was changed promptly and the rest of our stay was great. FWIW - when I say "smelled" of disinfectant, I mean you practically needed a respirator to breathe in there. Really noxious, but probably very germ free!

 

[hakepb]

..It would be nice if there was better quality control over items mousekeeping is supposed to leave in the unit, but I'll take clean with forgotten items over dirty.

I do agree you should not have to experience both a maintaince issue and forgotten items, but I think it could be worse. For instance, in my BWV stay, sure the pull-out bed was made...

...and used by the previous guests. Very fun seeing crumbs and sheet stains when we first opened the bed

I've never been too annoyed by the mousekeeping issues because in the end they are nice and we usually wind up with a few complimentary extra supplies (towels or paper plates) or an extra cleaning

 

[Dizny Dad]

You will get your best response to any room problem by going down to the front desk.

I know, what a hassle, but when calling on the phone, you are talking to a central phone center. They will acknowledge that they are the correct call destination, but they really only pass on messages.

I have experienced the quickest response to any problems after going to the front desk.

Remeber to smile.

 

[Chuck S]

Bad luck or Bad Management? Likely a combination of several factors.

Maintenance can not repair a balcony door they don't know is stuck or broken. It is possible that former occupants never reported the problem, or that housekeeping had reported it and maintenance hadn't gotten the message. I have occaionally reported a problem directly to maintenance staff, they wrote it down, but it wasn't fixed while we were there (not a major problem), so I sent an email to Member Satisfaction to follow up and remind them of the problem when I got home.

The bed not being made up varies by style of the sofa sleeper and resort. Some sofa sleeper styles, even some of the newer ones, do not function well if they are made up and then folded up.

There should have been two sheets available for the sofa sleeper. It is possible that there were not enough clean sheets available when the room was serviced. I have one a couple of occasions been assigned rooms with no bed spreads, they had run short and brought some when the next batch of clean lined arrived. The housekeeper probably just forgot...no matter what there will always minor instances of plain old fashioned human error from time to time. A minor inconvenience at best, though I certainly understand wanting to get ready for bed and having to wait for a sheet to be less than optimal.

I don't recall the sofas ever being made up and ready for use at OKW. So as I said, it varies by resort and sofa design.

 

[Deb & Bill]

You will get your best response to any room problem by going down to the front desk.

I know, what a hassle, but when calling on the phone, you are talking to a central phone center. They will acknowledge that they are the correct call destination, but they really only pass on messages.

I have experienced the quickest response to any problems after going to the front desk.

Remeber to smile.

Not quite. If you select the Housekeeping or Maintenance button on the phone you get Housekeeping or Maintenance. Just don't push the front desk button and expect them to help you with these problems because they are at the call center.

 

[Jump4Joy8390]

Thanks, everyone, for your thoughts and advice. You are all right; our issues were minor (still waiting for someone to fix the rattling noise, tho) so we will take it in stride and enjoy the rest of our trip....going home tomorrow We found it odd that we were 3 for 3 at SSR for room problems, tho.

However, we took advantage of the Bounceback offer in the room, and booked a week at VWL in December! Can't wait to see WDW all decorated for Christmas!

 

[disneynutz]

You know what I'm going to say. If it's wrong, have them make it right.

Also follow up with a email to Member Satisfaction. dvcmembersatisfactionteam@disneyvacationclub.com

The email is important because according to the DVC Management company, there aren't any problems because very few members contact them.

Bill

 

[starbox]

We have had similar minor issues on just about every stay. Seems like our foldout is missing sheets or pillows more often than it has them. The worst was a broken air conditioner at AKV that had to be replaced and a broken door key unit that had to be replaced. We've found dirty linen, unwiped fridges - even a wadded up pile of towels that appeared to have been used to clean up puke under the sink at BWV. We've always just called and had it resolved quickly. I have no illusions that mousekeepeers are given time to thoroughly clean each room - so part of our unpacking always involves checking to see that all is as it should be.

 

[jelliott04]

Thanks, everyone, for your thoughts and advice. You are all right; our issues were minor (still waiting for someone to fix the rattling noise, tho) so we will take it in stride and enjoy the rest of our trip....going home tomorrow We found it odd that we were 3 for 3 at SSR for room problems, tho.

We had bonus points at SSR because we bought at AKV before it was open. We had to use our points so they wouldn't go to waste but we had similar problems as you each time. I don't know what it is about SSR but it is the same problems each time. It is now our least favorite resort and if we had the option between SSR and paying for a moderate we'd have to seriously think about that. I can see a few problems here and there but consistent problems? No. You shouldn't have to walk into your room knowing your going to have to call maintenance several times. The mousekeeping at SSR is notoriously bad if you read these boards.

However, we took advantage of the Bounceback offer in the room, and booked a week at VWL in December! Can't wait to see WDW all decorated for Christmas!

What is a DVC bounceback offer?

 

[jackskellingtonsgirl]

When we stayed at SSR in 2008 there were no sheets on the pull-out AND no sheets anywhere in the room to put on the pull-out. When I called Housekeeping they came to the room straight away, but they looked at me like I was lying about it. Like I had maybe stashed the sheets in my luggage and was trying to say there weren't any to begin with. The lady came in the room and actually LOOKED for the sheets before she gave me the set she brought with her. And then she left, so DH and I had to make the bed. There was also no mattress pad, which I didn't realize until we got to AKV and there was a mattress pad.

 

[BCV23]

I think a major factor is that people don't report small things.

We were at THV last week and had several things that needed attention. I got to know Sondra (or maybe Sandra) on a first name basis. She was helpful and friendly every time I called. Twice I spoke to someone else who seemed annoyed with me. I can see people being reluctant to call back if she was the first one they reached. Just a thing in her voice. Also talked to a manager whose name I don't remember who was delightful.

Anyway, kudos to Sondra.

The CMs that came for the various repairs were all very friendly and arrived on a very timely basis.

 

[Jump4Joy8390]

What is a DVC bounceback offer?

I don't think it's only for DVC members, but if you book an upcoming stay before you leave, they are offering 40% off Deluxe Resorts and 45% off Deluxe Villas (DVC). They only require one nights' deposit when you book. You can make changes to your reservation, subject to availability, and you can cancel with 5 days' notice, I believe. The Villas were $5 more per night, with the discount, but for the convenience of a kitchen sink area, microwave, and toaster, it was more than worth it!