Thanks to OKW Mosekeeping Manager....

[OlderMan]

On Saturday, April 4, I drove my wife and daughters to OKW to meet wife's BFF for some Spring Break fun.

When we checked in at OKW around 10:30 AM, our villa was not ready. No surprise, here.

Wife's BFF got in around 11:00 AM. DD's played shuffleboard and air hockey for a while before we took the ferry over to DTD for some shopping and lunch.

After a while, we took the ferry back to OKW at 3:30 PM. When we got back to OKW at 4:00 or so, there was a message on my cell phone--from 3:45--giving us our villa number and telling us that it was ready.

We went over to the villa, and IT WAS STILL BEING CLEANED AT 4:05 PM--after being told it was ready 20 minutes earlier.

A call to the "front desk" assured me that the villa was ready. I held out my phone so they could hear the vacuum cleaner being run at, by now, 4:10 PM.

After being on hold for a few more minutes, the Mousekeeping Manager came on the phone and apologized and said she was heading right over.

Moments after she arrived (around 4:15--30 minutes after we were told the villa was read), she saw the mouskeeping staff leaving the villa.

She apologized profusely and said that the situation should NEVER have occured. She then offered us FREE DINNER (less alcohol) at Olivia's that night.

I told her that was not necessary and I just wanted her to be aware of what happened. Still she insisted, and she had already made arrangements for it.

When we checked out, there was a credit of $125 for dinner on our receipt!

I will be contacting Customer Satisfaction about the over and beyond service we received!

 

[princessfionasmom]

It's so nice to hear there are some managers out there who take accountability for their ee's. It seems more often than not you hear of people (not necessarily at WDW but other places) who just say "Oh well". So glad to hear the manager was on the ball. To me her just showing up and apologizing would satisfy me but the diner credit did go above and beyond. I'm also glad to hear you are going to contact MS about her great service. It's nice to hear good people get praise instead of just compaints all the time.

 

[Disneypirate85]

WOW...got to love great service! REALLY like OKW...Shawn

 

[kid-at-heart]

Thanks for posting. It is uplifting to read about good deeds.

 

[La2kw]

OKW has had serious housekeeping issues the past few years. I'm glad you called the manager and gave them a chance to correct the problem. If no one complains, they think everything is great. Complaining gives them a chance to fix it and make it up to you. Often, they will throw in a freebie for the inconvenience, but that shouldn't be the reason for complaining.

Last summer, the water in our building stopped working. I looked outside and there was a utility room door open and no maintenance people around anywhere. I called to the front and asked to speak to the back of the house at OKW. (When you call the front desk, you are sent to a central office not on the property). They didn't even know what the problem was, but they found out and apologized profusely for not notifying the guests that there would be no water that afternoon. They also gave us a similar credit on our bill for a free meal.