Thoughts and advice on a resort complaint

[SpacemanSpiff]

West coast travelers with youngish kids we spent 10 days over Christmas at Caribbean Beach Resort and had a fantastic time. It was our first time staying at CBR after spending most trips at AKL. Kids enjoyed the Skyliner as much as the parks and for the most part it was a delightful trip. Still using the limited edition Skyliner refillable mug for my travel mug.

However, we did experience some trouble with the staff, customer service, and mousekeeping regarding our resort room. We had numerous days where mousekeeping did: 1) not service the room 2) when service was done, did not refill the shampoo et al. in the bathroom, 3) (and probably most problematic) when after many days of not having the room serviced and trash, towels accumulating in our room I called to the front desk and was told to collect the trash bags and take them to a bin or dumpster outside. While I understand that they do not want excess garbage accumulating in their resort rooms I was floored at their response that I deal with this myself. Noramally I would shrug this off and deal with it to alleviate the problem however after detailing this experience to most seasoned WDW travelers on the Skyliner they told me it would be good that someone at Disney know about this experience. Has anyone had a similar experience and if so what would you recommend me doing in response? I did explain to the front desk in person what was told to me (it was over the phone from the room) and they were somewhat apathetic and offered us additional Fastpasses for the next day as a concession however after weeks of reflecting on this I am still perturbed that this happened during a special holiday trip (our first at Christmas).

Thoughts and advice would be well appreciated.

 

[Deb & Bill]

Your biggest problem was not handling the problem by going to the front desk while you were there and talking to the manager. Even calling Housekeeping might have given you a better response. When you called the front desk from the room, you got a call center not at the hotel. And it is the middle of February, six/seven weeks from Christmas when you were there. However, you should still be able to write a letter to Walt Disney World Guest Relations, P.O. Box 10000, Lake Buena Vista, FL 32830. You will need to determine ahead of time what you might suggest as suitable compensation and they may agree or not. Be clear with your concerns, don't get angry or whiny, just the facts. Give a telephone number or address to contact you back if you write.

 

[nkereina]

At this point, I think it would be fine to reach out to Disney Guest Relations if your intention is just to put them on notice of what occurred so that they can make improvements or give any necessary training. But if you're looking for some kind of compensation, I think that window has passed. I'd also question what compensation would be due because its hard to put a value on the poor housekeeping experience.

During our stay at AOA, we had housekeeping not service our room one day out of the four days we were there. We were out of the room from 10am until night time, so there was plenty of time for them to do it. The next morning, I called housekeeping before leaving the room to let them know we were inadvertently missed the day prior, and to please make sure the room was serviced today. When we came back, they had made an attempt to make up for it by leaving us towel animals and tons of extra towels. No FPs were offered to us, but I was fine with just the extra towels at that point.

As a side note for anyone reading, if you decline housekeeping during your stay, Disney will give you a $10 gift card for each night of your stay (minus the last night). I'm half tempted to do this on my next trip, because I have always found housekeeping to be sub-par and its not worth these frustrations.

 

[Jonfw2]

The GM of Caribbean Beach is Brian Vucinich. Address your letter directly to him.

 

[marikujawa]

We had a few minor issues at CBR during our last trip - a dripping bathtub faucet, a broken dresser drawer and some weird dirt mark on the wall. We would have left a note for housekeeping but there was no pen or notepad in the room and we weren’t bothered enough to call. But we had some extra time after checking out, so my husband went to the front desk to report the problems. The CM he spoke to apologized for the problems and my husband responded that we weren’t particularly inconvenienced but wanted to let them know so the matters could be addressed before the next guest checked in. We never asked for anything. When we got home, we found out that we had been credited for one nights’ stay (around $350).

 

[Beer Me]

Wow, telling you to take your trash to a dumpster is terrible hospitality. They should have sent someone to your room with towels and supplies immediately. I defer to others on where to send feedback but you should send it.

I disagree with the suggestion that you made a mistake calling the front desk. Yes it’s true that you were probably talking to a call center - and maybe you would have had better luck hitting the Housekeeping button - but how are you supposed to know? This is just poor service. Whoever picks up the phone should help you or direct you to someone else who can. No excuses.

 

[Disneylover99]

West coast travelers with youngish kids we spent 10 days over Christmas at Caribbean Beach Resort and had a fantastic time. It was our first time staying at CBR after spending most trips at AKL. Kids enjoyed the Skyliner as much as the parks and for the most part it was a delightful trip. Still using the limited edition Skyliner refillable mug for my travel mug.

However, we did experience some trouble with the staff, customer service, and mousekeeping regarding our resort room. We had numerous days where mousekeeping did: 1) not service the room 2) when service was done, did not refill the shampoo et al. in the bathroom, 3) (and probably most problematic) when after many days of not having the room serviced and trash, towels accumulating in our room I called to the front desk and was told to collect the trash bags and take them to a bin or dumpster outside. While I understand that they do not want excess garbage accumulating in their resort rooms I was floored at their response that I deal with this myself. Noramally I would shrug this off and deal with it to alleviate the problem however after detailing this experience to most seasoned WDW travelers on the Skyliner they told me it would be good that someone at Disney know about this experience. Has anyone had a similar experience and if so what would you recommend me doing in response? I did explain to the front desk in person what was told to me (it was over the phone from the room) and they were somewhat apathetic and offered us additional Fastpasses for the next day as a concession however after weeks of reflecting on this I am still perturbed that this happened during a special holiday trip (our first at Christmas).

Thoughts and advice would be well appreciated.

I wonder if they somehow marked your room down as opting out of housekeeping. Maybe that’s why they responded the way they did when you called the front desk.

 

[Mackenzie Click-Mickelson]

"Numerous" days without mousekeeping makes me think something was up like how a PP mentioned opting out of mousekeeping.

Did you happen to verify that you were indeed opting in for mousekeeping? Did you ever receive Disney gift cards at check in (which would have been very likely tied to opting out of mousekeeping)?

 

[OhMickeyUrSoFine]

At this point, I think it would be fine to reach out to Disney Guest Relations if your intention is just to put them on notice of what occurred so that they can make improvements or give any necessary training. But if you're looking for some kind of compensation, I think that window has passed. I'd also question what compensation would be due because its hard to put a value on the poor housekeeping experience.

During our stay at AOA, we had housekeeping not service our room one day out of the four days we were there. We were out of the room from 10am until night time, so there was plenty of time for them to do it. The next morning, I called housekeeping before leaving the room to let them know we were inadvertently missed the day prior, and to please make sure the room was serviced today. When we came back, they had made an attempt to make up for it by leaving us towel animals and tons of extra towels. No FPs were offered to us, but I was fine with just the extra towels at that point.

As a side note for anyone reading, if you decline housekeeping during your stay, Disney will give you a $10 gift card for each night of your stay (minus the last night). I'm half tempted to do this on my next trip, because I have always found housekeeping to be sub-par and its not worth these frustrations.

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.

 

[ForceofWill]

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.

We always take the gift card and decline house keeping. We just prefer to clean up after ourselves and I don't like other people in my room while my stuff is in there. We've always found it easy enough to grab whatever towels we need at a cart nearby etc. However this time will be our first time at a Deluxe(Yacht) and was told that you can't opt out for the gift cards at Deluxe resorts. Were you always at Deluxe?

 

[OhMickeyUrSoFine]

We always take the gift card and decline house keeping. We just prefer to clean up after ourselves and I don't like other people in my room while my stuff is in there. We've always found it easy enough to grab whatever towels we need at a cart nearby etc. However this time will be our first time at a Deluxe(Yacht) and was told that you can't opt out for the gift cards at Deluxe resorts. Were you always at Deluxe?

I stay at moderate or deluxe. The last time with the room that was gross was Port Orleans Riverside. I've never been given a gift card, but it explains the deluxe time. Odd. Thank you kindly for letting me know! I'll go back eventually, for sure, but it's becoming way too pricey (I'm a local). I keep checking for a good deal on a Club Level - it's something I always wanted to try, so that will be next.

 

[ForceofWill]

I stay at moderate or deluxe. The last time with the room that was gross was Port Orleans Riverside. I've never been given a gift card, but it explains the deluxe time. Odd. Thank you kindly for letting me know! I'll go back eventually, for sure, but it's becoming way to pricey (I'm a local). I keep checking for a good deal on a Club Level - it's something I always wanted to try, so that will be next.

Love Riverside, stayed there last July and opted out and received the gift card. I always tell them at check in though then leave the DnD sign on the door.

 

[OhMickeyUrSoFine]

Love Riverside, stayed there last July and opted out and received the gift card. I always tell them at check in though then leave the DnD sign on the door.

Thanks for the information! That's crazy I never received a gift card. I'll be sure to remind them of that, if I don't receive anything again. I had no idea. haha. I like to do a lot of walking and Riverside is nice to walk around, so is Saratoga Springs and Polynesian.

 

[Betty Rohrer]

I wonder if they somehow marked your room down as opting out of housekeeping. Maybe that’s why they responded the way they did when you called the front desk.

call did not go to front desk but to a call center not even in the area. need to go to the front desk not call. do agree it could have been marked wrong for housekeeping

 

[Disneylover99]

call did not go to front desk but to a call center not even in the area. need to go to the front desk not call. do agree it could have been marked wrong for housekeeping

Regardless of which button they pressed.......front desk, housekeeping, whatever, it’s strange to be told to take our their own trash. I believe that there is no longer a button on the phone that says housekeeping at some resorts, not sure about CBR. I know at Pop we called the front desk button for housekeeping items we needed, and whatever we needed was brought to the room within a few minutes.

 

[Betty Rohrer]

Regardless of which button they pressed.......front desk, housekeeping, whatever, it’s strange to be told to take our their own trash. I believe that there is no longer a button on the phone that says housekeeping at some resorts, not sure about CBR. I know at Pop we called the front desk button for housekeeping items we needed, and whatever we needed was brought to the room within a few minutes.

from a call center I am not surprised at that response. did you call front desk or housekeeping for the items? I think housekeeping is on site but not sure. think about how many times you read about someone calling and getting very different answers to the same question by calling back

 

[Disneylover99]

from a call center I am not surprised at that response. did you call front desk or housekeeping for the items? I think housekeeping is on site but not sure. think about how many times you read about someone calling and getting very different answers to the same question by calling back

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.

 

[hereforthechurros]

Thanks for the information! That's crazy I never received a gift card. I'll be sure to remind them of that, if I don't receive anything again. I had no idea. haha. I like to do a lot of walking and Riverside is nice to walk around, so is Saratoga Springs and Polynesian.

For some reason the e-gift cards love to go straight to spam in my experience. Just a heads up to check there in the future!

 

[Nox]

I'd also question what compensation would be due because its hard to put a value on the poor housekeeping experience.

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.

Wow, telling you to take your trash to a dumpster is terrible hospitality. They should have sent someone to your room with towels and supplies immediately.

Yep, agree. See above - even in my limited service, only-one-person-on-staff-at-night hotel, we would have brought towels/supplies/fresh trash bags and taken the trash bags. Never would we ever have told a guest to take their own trash out. Absolute yikes.

 

[AngiTN]

Thanks for the information! That's crazy I never received a gift card. I'll be sure to remind them of that, if I don't receive anything again. I had no idea. haha. I like to do a lot of walking and Riverside is nice to walk around, so is Saratoga Springs and Polynesian.

The gift card for service hasn't been going on that long. It's entirely possible your last stay was before the Service Your Way program began