Thoughts and advice on a resort complaint

[DisneyWishes14]

When we stayed at RIV, my DS12 spilled chocolate milk on his bed and I needed to call housekeeping to ask them to change his sheets. As PP's have noted, they seem to be taking the "housekeeping" button off the phones. There wasn't one at RIV, so I called the "front desk", asked if they could please connect me with housekeeping, and the CM said he could handle the request. This was very new to me as I've always been able to contact housekeeping directly from other WDW resorts. I gave him the request and he must have routed it properly because housekeeping came later that day and changed the sheets (housekeeping at RIV was stellar!). I'm not a fan of WDW's centralized phone system, but, at least in our case, the CM did handle the request in a very efficient way.

OP, I would recommend contacting Guest Services regarding your experience. I don't think it's acceptable that the CM told you to take out your own trash.

 

[Betty Rohrer]

I think the difference now is that not all resorts have an actual housekeeping button. And you can call the front desk button from your room to opt out of housekeeping.

I haven't seen anything that changes what has been common knowledge for awhile. next time send someone to resort desk have them call another member of party in room who calls the desk and see if rgey hear a phone ring

 

[AngiTN]

I haven't seen anything that changes what has been common knowledge for awhile. next time send someone to resort desk have them call another member of party in room who calls the desk and see if rgey hear a phone ring

No, the phone still rings at a call center.
But now, they use a computer system for requests.
One central spot to enter all requests and get them out to their destination.
Though I do agree, I'd rather go to the desk with my needs, than call. They'll be able to issue the same request on the computer too.
And that way, there are logs of the requests

 

[Disneylover99]

I haven't seen anything that changes what has been common knowledge for awhile. next time send someone to resort desk have them call another member of party in room who calls the desk and see if rgey hear a phone ring

I’m just saying, with the opt out, housekeeping questions, requests, etc....are commonly dealt with over the phone. We‘ve opted out of housekeeping at values and moderates for the past few years now. We’ve needed to call for supplies, requests, and questions several times since opting out. Since the opt out rolled out, it seems the norm is to call from the room. If you have other issues such as noise complaints as an example, I’d definitely go to the front desk.

 

[Disneylover99]

No, the phone still rings at a call center.
But now, they use a computer system for requests.
One central spot to enter all requests and get them out to their destination.
Though I do agree, I'd rather go to the desk with my needs, than call. They'll be able to issue the same request on the computer too.
And that way, there are logs of the requests

And I do think Disney has definitely made improvements in this area. Years ago, I would never have used the phone at all. I would always go to the front desk. But on recent visits we‘ve called when we’ve had maintenance issues, and magicband issues. Each time I was pleasantly surprised by someone arriving within a few minutes.

It sure beat shlepping to the front desk to ask for assistance.

 

[nkereina]

This in no way reflects Disney policies, but just for reference, when I worked at a hotel, compensation would have been gauged on the guest's level of upset. First step was always bringing them supplies and collecting their trash. My hotel was "limited service," meaning after 5:00pm there was no housekeeping or maintenance, but front desk staff would go get the trash bags, replace the bags, and replenish supplies. If the guest was still furious after this, it might justify 10% off the night's rate - but certainly, that would have to have been handled at the time of occurrence. Most definitely would not refund 10% two months later. If they were fine with us collecting their trash and replenishing their supplies, then no further discount.

I used to work at a hotel too so I know its discretionary. But my point was this situation occurred on OP's trip back in December. I can see accepting some discretionary compensation at the time. But to request compensation for a poor housekeeping experience that occurred two months ago would be in bad taste, IMO. I think its fine to send them a note to let them know what happened, because they can't improve if they don't know about these occurrences, but I wouldn't seek out compensation now. Not to say that OP IS seeking compensation, but it wasn't specified what their end goal is.

 

[StarSeven7]

Declining housekeeping is what I do now since, even when I didn't decline, they never came and I had to consistently ask for towels and throw trash out myself like you. Funny, last time I was there, that was even AFTER I had to ask for another room because the initial one assigned was dirty. It was obvious housekeeping hadn't tended to the room yet with chips being spread on the floor, no towels and a messed up bed. Though I haven't been back since last year, now I will just grab towels or soaps off a housekeeping cart if I see one. I've never received any credit or gift card for declining housekeeping. :/ It's sad to hear that housekeeping and customer service continues to decline.

Just wanted to note, in case you didn't realize, you have to "officially" opt out of housekeeping with the front desk (and I believe you can call now) on the day of arrival - after you do that is when they send you your electronic gift card.

 

[AngiTN]

Just wanted to note, in case you didn't realize, you have to "officially" opt out of housekeeping with the front desk (and I believe you can call now) on the day of arrival - after you do that is when they send you your electronic gift card.

Can also be done on the app, in conjunction with online check in

 

[StarSeven7]

Can also be done on the app, in conjunction with online check in

Oh, before you even arrive? That's definitely new since we last went and that's awesome!

 

[AngiTN]

Oh, before you even arrive? That's definitely new since we last went and that's awesome!

Yes, it's quite new. A nice addition for those with stays that qualify. Tells you right there what amount you'll get on a gift card too.

 

[SpacemanSpiff]

We were clear with the front desk at check in that we were not interested in taking the compensation in lieu of daily housekeeping service and did make in-person requests asking for the lacking service. We typically rent DVC points without mousekeeping and have no issue however this was a special holiday trip and thought it would be nice to have the room tidied with fresh towels each day.

All in all CBR is a fantastic resort and where we will plan our next visit despite this issue. I don't really have that much of a problem with the whole situation - I do the trash collection and removal at my house and never (or, rarely) complain about it. To the responses that the room call went to a call center, I agree and realized that at the time but still wished to speak with someone local (resort) without having to trek across the lake in the rain.

Very much appreciate all the responses. I've read them all and agree with the sentiments. I'm not going to follow up with Disney as I do believe that this was a busy BUSY time at the resort and perhaps standards slipped just a bit. Did not impact our experience much and I'm sure we will forget it ever happened in short time.

 

[nkereina]

did make in-person requests asking for the lacking service.

I agree and realized that at the time but still wished to speak with someone local (resort) without having to trek across the lake in the rain.

I can't discern if you talked to the front desk in person or if you just called the front desk, which ultimately routed you to a call center. But either way, for future reference or for anyone reading, hitting the Housekeeping button on the phone is the best course of action. Removes the middle man and ensures your request/complaint actually ends up with housekeeping, who are the only ones who can rectify it.

 

[AngiTN]

I can't discern if you talked to the front desk in person or if you just called the front desk, which ultimately routed you to a call center. But either way, for future reference or for anyone reading, hitting the Housekeeping button on the phone is the best course of action. Removes the middle man and ensures your request/complaint actually ends up with housekeeping, who are the only ones who can rectify it.

IF the phone has the button. I can attest that it is no longer there on all phones. Though I can't recall now where I've seen it and where I've not seen it.

 

[DisneyWishes14]

I can't discern if you talked to the front desk in person or if you just called the front desk, which ultimately routed you to a call center. But either way, for future reference or for anyone reading, hitting the Housekeeping button on the phone is the best course of action. Removes the middle man and ensures your request/complaint actually ends up with housekeeping, who are the only ones who can rectify it.

As noted in previous responses, this is no longer an option at many resorts as they have eliminated the housekeeping button. There is no housekeeping button at RIV for instance.

 

[Farro]

As noted in previous responses, this is no longer an option at many resorts as they have eliminated the housekeeping button. There is no housekeeping button at RIV for instance.

That's a shame. I always call them for extra hangers!

 

[marikujawa]

That's a shame. I always call them for extra hangers!

Never thought of that! We always bring ours from home

 

[Farro]

Never thought of that! We always bring ours from home

Last time I called at Poly and asked for 15! (I hang all my tops and dresses) I was embarrassed but they showed up at my door in less than 5 minutes with all the hangers!

 

[AngiTN]

That's a shame. I always call them for extra hangers!

You can still request whatever you want. The option to request stuff isn't gone. Just who you call.

 

[Nox]

I can see accepting some discretionary compensation at the time. But to request compensation for a poor housekeeping experience that occurred two months ago would be in bad taste, IMO.

That's why my post said "would have had to have happened at the time of occurrence ... most certainly would not refund two months later."

 

[preemiemama]

Personally, I would write to Guest Relations and let them know what occurred. NOT to ask for compensation, but to let them know that the standard of service you (and most of the rest of us) have become accustomed to at Disney was not met. It is unacceptable that the solution you were given was to just bring your own trash to the dumpster. I can understand if it were a DVC stay- you agree that there is limited housekeeping involved when booking. I'd even give it a pass if it were one day of missed service. Things happen. However, you not only had several days missed, but an unacceptable response from a cast member working for Disney (no matter where they were located) to the situation.

I would send an email to guest.services@disneyworld.com and let them know what happened. I would not ask for or expect compensation; just simply let them know that it was not acceptable customer service protocol. Hopefully your feedback can help prevent it from happening on any future visits you or others have at that resort.