SSR room - a hot mess UPDATED WITH PICTURES

[connorlevismom]

I have never been disappointed with a stay at a DVC resort. There have been some that I liked better than others, but never have I been disappointed in a room like I was with my current SSR room.

I have stayed at SSR several times and really enjoyed it, but it has been about 2 years since I have stayed here. We checked in on Friday and my room has been a mess.

1. My 2 year old daughter discovered that our utility door in our room was unlocked. If anyone has seen the inside of those, it is not a place you want your little one to go in. We called on Friday night to have someone come and lock it and nobody ever showed up.

2. The tiles along the floors in both the bathroom areas (we are in a 2 bedroom) are broken or coming off the wall.

3. The bathroom light in the kids bathroom was flickering like crazy.

4. The light in the kitchen, 2 of the 3 light bulbs were burnt out.

5. I did a load of towels on Saturday night and threw them in the dryer. I woke yesterday morning to get all the towels out and they were still wet. Yep - the dryer was not working. No heat was coming out. So we had no towels to take showers. I called down to housekeeping and it took them 1 1/2 hours to bring some towels up. We had planned on getting to MK at 8, but got there at 9 because we were waiting for towels. My husband took a shower and used a washcloth to dry off.

5. When we checked in it noticed that our toilet in our bathroom kind of rocked back and forth. No big deal. Then yesterday morning as we were getting ready, my husband asked "what smells in here?" I went in the bathroom and it smelled like a sewer. Upon further inspection, he discovered that our toilet was not even connected to the floor (meaning we could slide it all around the floor) and there was sewer gas coming out of it!

So my husband made a list of all these things and went down to the front desk and told them that these things needed to be fixed TODAY or they were going to have to put us in a new room. He said he could not stay in a room that was giving off sewer gas.

So we went to the parks and came back about 5 hours later and there was someone replacing our toilet. The lightbulbs had been replaced and the dryer has been attempted ot be fixed but was not totally fixed. And after she left, we realized that the utility door was still open. We called down and someone finally came up around 8 PM last night.

So hopefully this is the lasy of our maintenence issues on this trip. I just could not believe the wear and tear on this room. The resort is not that old!!

Hopefully this is not a sign of things to come with DVC resorts because it will make coming here much less enjoyable.

 

[disneynutz]

We have found that all resorts have good and bad rooms and it's the luck of the draw. We are at SSR currently and the only issues that we have had is that the living room TV didn't work and that the lights in the bedroom didn't work.

Maintenance fixed the TV in 3 hours and I found a GFCI behind the night stand had been tripped so I reset it.

I don't understand your comment about the utility room. Where is it, we have never had one at SSR?

You also need to send a email to the Member Satisfaction Team about your problems so they can make sure that everything was fixed. If prior Guests staying in that room had done so, you wouldn't have had the problems.

Bill

 

[connorlevismom]

The utility room is the little door right when you walk in that has a lock, but no handle. It holds your heating and cooling unit.

Our room still smelled this morning of sewer gas so I went up to the front desk before leaving for Epcot to talk to them about it. The girl said that it was never noted that there was a gas smell in the room but that she would note it and let someone know to come and take a look at it. This morning the smell was so bad that nobody could use any part of that bathroom. We all had to get ready in the second bedroom bathroom. Thank god we had that!

When we got back from Epcot around 3, the bathroom STILL smelled like sewer so I went back there AGAIN and talked to the front desk. The lady tells me that it is not noted anywhere that there is a gas smell in my room but that she will call and have someone look at it. I told her that they need to fix it NOW or I need to move rooms. She tried to call the foreman and the phones were not working. So she went into the back and said that they were going to talk to the forman on the walkie talkie and that someone would be up within the next two hours to look at it. BUT if someone did not show up, to call the front desk and let them know. I am leaving at 6 to go out with my husband for the evening and I sure hope that someone gets here in that 2 hour period or I am going to get REALLY upset. It is insane that they expect a family with little kids to sit in a room that smell like sewer gas! They will not move me until someone comes and looks at it. Well then get up here and look at it!!!

What the heck is going on here?

 

[ABE4DISNEY]

I feel for you. We had our first poor room situation in November staying at BWV. At the same time there were many posts on the boards talking about the great maintenance and housekeeping at BWV. I knew we had just gotten "the room" and we just sucked it up. (Our room issues were more about cleanliness issues rather than maintenance.) However, it did put a bit of a damper on our trip because although we politely requested some improvements, they were really not addressed. Your situation is even worse and I do hope they come thru for you with an acceptable solution--a new room if they can't take care of the sewer gases. Good luck and hang in there.

 

[bumbershoot]

If the toilet problem hasn't been fixed, I would stop saying "sewer gas" and just say "sewage". Because a "gas" smell is different than a sewage smell, and it could be messing with their communication of the problem.

 

[vicki_c]

We had a number of small problems in our SSR studio at Easter. Leaking fridge when we arrived (carpet was soaked), the sofa bed was in bad shape and pieces of wood were coming off of it every time we opened and shut it. There were a number of other small issues too, that I can't recall right now. It was enough that for the first time ever I went to the front desk towards the end of our stay and spoke with the manager and handed him a list.

 

[DisDaydreamer]

Any luck with your room woes?

 

[connorlevismom]

It was FINALLY fixed yesterday. Monday night someone came up with a plunger and asked us if we wanted him to plunge the toilet. My husband said "no, come here and let me show you what needs to be done". He told the guy that either the wax ring was not set right, and/or they needed to caulk around the toilet. The guy tells my husband that the guy that does that stuff is not here and we would need to wait until morning. The guy would be up right away in the morning. Tuesday, nobody showed up at all. Then Tuesday night the head of housekeeping called and asked if everything was fixed to our satisfaction and my husband told him no, that our room still smelled like sewage. He had the head of engineering call and my husband told him the same thing.

The head of maintanence said that whomever came up the night before (the guy who told us someone would be out in the morning) closed the ticket out and so it looked like it was fixed. He said that someone would be out to our room at 8:30 yesterday morning and as of 10:00am, nobody had shown up. So my husband called the head of housekeeping and told him we needed to leave for a breakfast appointment and he guy told him they would come up and look at it.

They did end up coming up and they took care of it. So as of Wednesday afternoon, the toilet was fixed. Marty, the head of housekeeping called and let us know they had fixed it, and he said that they were going to credit us $300.00.

So for 2 of our 8 days here, we can use both of our bathrooms. I am not so much irritated with the state of the room as I am the clear communication issues and lack of service with this stuff. It should not take me almost my entire trip to get something fixed.

 

[rock_doctor]

We need pictures!!! Not of the sewage but it does help document your problems and with out them Disney can say you were exaggerating. Remember the SSR owners pay several millions of dollars each year for maintenance. If it is not being done then they owe you a refund. <refund>

 

[twinklebug]

We need pictures!!! Not of the sewage but it does help document your problems and with out them Disney can say you were exaggerating.

Pics of their issues won't convey much (burnt out/flickering bulbs, unlocked closet, broken drier and a gas smell?) If you can figure out a way to do that you have a talent in photography that's rare Video might work.

It sounds to me like maintenance had no idea these issues existed, and they accumulated and landed on connorlevismom and her family. maintenance has always been very good about addressing our issues asap whether it's a missing remote, broken faucet or entryway light falling off of the ceiling. What we need here is a checkout system that encourages guests to report any issues they noted during their stay (but just couldn't bother with calling about)

 

[rock_doctor]

Pics of their issues won't convey much (burnt out/flickering bulbs, unlocked closet, broken drier and a gas smell?) If you can figure out a way to do that you have a talent in photography that's rare Video might work.

Well i was thinking more of the broken tile, unlocked maintenance door, a toilet that isn't attached to the floor...but i guess one of the kids could stand there pretending to faint while holding his/her nose...

 

[DisDaydreamer]

Hope you can enjoy your last couple days. $300 doesn't compensate for your lost time and lost enjoyment. Hope you write an angry letter to DVC.

 

[JessLCH]

That is awful. I recently posted about our experience with mildew/mold smelling rooms at SSR over Thanksgiving. We are not DVC owners but always rent through an owner. We are looking at renting off site at the Wyndham Bonnet Creek presidential rooms because of our dissatisfaction with the room conditions at SSR.

 

[scottashackleton]

We have found that all resorts have good and bad rooms and it's the luck of the draw. We are at SSR currently and the only issues that we have had is that the living room TV didn't work and that the lights in the bedroom didn't work.

Maintenance fixed the TV in 3 hours and I found a GFCI behind the night stand had been tripped so I reset it.

I don't understand your comment about the utility room. Where is it, we have never had one at SSR?

You also need to send a email to the Member Satisfaction Team about your problems so they can make sure that everything was fixed. If prior Guests staying in that room had done so, you wouldn't have had the problems.

Bill

Good and bad rooms?!? That is not tolerable at all. We pay tens of thousands of dollars for the privilege to stay at these amazing resorts and I 100% expect everything to be flawless.

 

[connorlevismom]

Back from the trip and I did take pictures of the things that I could. yesterday we noticed mold and water damage on the window in the second bedroom. Oh - and the toliet was not fixed.....the smell continued for the rest of the stay.

I will be writing a letter (what is the email address?) and I will post the pictures here so that you can see the state of this room. Just give me a sec to get all settled.

Kristine

 

[mlittig]

I am so very sorry about those horrible room conditions That is beyond gross

 

[connorlevismom]

 

[connorlevismom]

 

[connorlevismom]

 

[DisDaydreamer]

That is absolutely, completely, unacceptable... Might as well be a (bad) Motel 6. Please forward these pics and your story to DVC customer service. I've never seen this in DVC and nobody ever should. Are all those hairs I'm seeing your family hairs?