VGC room not available because Hotel rooms get cleaned first

[McCrae]

Currently waiting at VGC to get my room.

Checked in at 1.30pm ..... Room not available.

Fully understand.

At 4.15pm checked with the front desk if my room was available told no, maybe another hour or so.

I said I didnt understand why it was taking so long when check out time is 11am.

I was told it was because they did they hotel rooms first.....then DVC.

Whilst not surprised I find it terrible that Disney would treat DVC members as second class citizens!

Their is no way that this should happen. Disney should make sure they have enough staff to clean the rooms quickly.

I dont expect to be treated better because I belong to DVC, but I don't expect to be treated worse.

 

[CarolMN]

If you haven't already, consider sending a written/email complaint to the Member Services Satisfaction Team.

FWIW, I do not think this is policy as it makes very little sense. One would think they would clean the rooms in some type of order based on when the previous occupants left, not by room type. It's not unheard of for CMs to make things up - especially if they are trying to appease a guest.

 

[McCrae]

I will send a letter when I return.

I wouldn't have minded if they said it was due to a staff shortage ..... These things happen..... But to say it was because they gave priority to hotel rooms drove me mad!

On every level it's wrong.

 

[DebbieB]

So did you get into your room yet? I have a trip 3 weeks from yesterday.

 

[BeccaG]

Hmm, that's disappointing and I wonder if its true. When I have staid I have definitely seen them cleaning on the DVC side early in the morning. I wonder if they mean if two rooms vacate at the same time, the hotel room would get cleaned first than the DVC. I am guessing the hotel has an earlier check in time?

 

[the donut]

That's right - the hotel guests have a check in time of 3pm, an hour earlier than DVC. They usually have the room ready pretty close to 4pm, though we rarely get in much earlier than that in half a dozen stays at the VGC. Once, we didn't get in until 5:30! To be fair, once we got in at 1:30, so it works both ways.

 

[disneynutz]

Sad but true! Disney resorts does treat DVC Members differently then cash Guests. To resort CM's DVC Members are not their bread and butter, we are someone who contracts for their services and they know that we can't take our business elsewhere.

On more than one occasion we have had problems with our room and the Front Desk is very apologetic until they find out that we our DVC Members staying on points. The policies for DVC and cash Guests are different!

Bill

 

[McCrae]

Got into our room just before 5pm.

Not great .... But we are in at last.

 

[hakepb]

If my job were to clean a certain number of rooms/units and metrics were kept on the number of completes by a certain time, then I'd start with the smaller hotel rooms.

I suppose if they changed the key metric to sq.ft by a time, I'd clean the DVC firsta.

 

[cseca]

I can totally see that. When we were there this past december we saw a bunch of clean stuff in front of the villas still (you know how they set up the towels/sheets/etc.) around 4pm. I wondered then if those rooms were empty or not.

 

[DizDays]

But doesn't part of the Annual Dues go toward mousekeeping? I would think if we're paying our share, we should get our share's worth - or does it work differently at VGC?

 

[McCrae]

If my job were to clean a certain number of rooms/units and metrics were kept on the number of completes by a certain time, then I'd start with the smaller hotel rooms.

I suppose if they changed the key metric to sq.ft by a time, I'd clean the DVC firsta.

I would do the same.

It appears Disney does not have enough cleaners to do the job, if they had more this choice would not need to be made.

Treating DVC members as second best is wrong.

 

[JimmyJam838]

When we were at VGC in Feb, I saw them cleaning rooms before 10AM.

 

[Maistre Gracey]

If my job were to clean a certain number of rooms/units and metrics were kept on the number of completes by a certain time, then I'd start with the smaller hotel rooms.

I suppose if they changed the key metric to sq.ft by a time, I'd clean the DVC firsta.

Why? What difference does it make at the end of the day?

MG

 

[kikiq]

So what you really are upset about is the statement that the hotel rooms are cleaned first? Because getting a villa by 4 pm during the busy season is a bonus. I'm not excusing the CM for saying that and you should report it. But there are other variables in getting your room later than 4 pm. The foremost being did the people before you using your requested size unit leave at 11. And then did you make any other room location requests?

We have stayed in VGC three times and the earliest we have gotten into a room is 4:30 pm. That stay we checked in at 11 am so that my brother's family could use the pool. At 4, they were really done with swimming and a little chilled, so I asked when the villa would be ready. What I got was the 1 bdrm HA unit on the first floor after the CM checked. The only request I had made was a villa on a high floor...guess there wasn't one available at the time I asked. If I had waited, would I have gotten a higher floor?

On each of those three stays, the Mousekeeping staff were on the floors by 9 am double checking rooms to be vacated. And we have seen on all stays villas being cleaned at 11 or earlier.

 

[Buckeye Fan]

If my job were to clean a certain number of rooms/units and metrics were kept on the number of completes by a certain time, then I'd start with the smaller hotel rooms.

I suppose if they changed the key metric to sq.ft by a time, I'd clean the DVC first.

This is so true. Whether you call them "key performance indicators" or "service level agreements," something is driving the behavior on what Mousekeeping cleans when.

From what I've read, 4:00 pm is the "guideline," but it is not guaranteed. To me, the question then becomes how many hours should we reasonably have in our rooms to justify spending the points? It's a rhetorical question, I know. So many times we've been on the road and spent $75 - $100 to go to sleep at 11:00, and check out no later than 8:00. But that's okay, because we are on our way to Disney and the beach!

 

[Maistre Gracey]

This is so true. Whether you call them "key performance indicators" or "service level agreements," something is driving the behavior on what Mousekeeping cleans when.

Why? At the end of an 8 hr day, aren't all the rooms clean? What does it matter which are done first? There is no competition for how many can be done by noon.

MG

 

[Garthilk]

To the original poster, if you did contact the satisfaction team, please let me know what you found out. I'd be interested to know what the policy is regarding the rotation of which rooms are cleaned.

 

[McCrae]

I will post any response I get. I don't mind waiting for a room to be ready as long as it's done on a fair basis.... Just because we are DVC members it doesn't mean that we should not be treated the same as hotel guests.

 

[hakepb]

Why? At the end of an 8 hr day, aren't all the rooms clean? What does it matter which are done first? There is no competition for how many can be done by noon.

MG

Its called management. I think its bad, but as long as there is a number they can track (going on something like "room ready") and possibly the cash side has to give credits or upgrades if their rooms are not ready by 3 or 4.... so a specififc number/metric gets managed to death and now all employees are slave to the number.

There is probably a manager proudly going into some upper level meeting saying "due to process improvements our on-time performance has improved 15%"