VGC room not available because Hotel rooms get cleaned first

[nunzia]

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.

We also didn't get in our room until well after 5:00 one time..

 

[RweTHEREyet]

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.

We have had three stays at VGC, and what I observed is that they put those baskets outside each room every night. There was a basket outside our door and we were not checking out for 2 more days.

As far as check-in, our last trip we didn't get in until after 5:00, and I cannot remember about the previous two trips. Oh, one trip we arrived late at night, so it was ready, can't remember about the other.

I have also noticed that in DL, they aren't quite sure what to do with us DVC people. WDW has a ton of DVC rooms and experience with DVC people, but DL just doesn't have it quite sorted out yet. Just little things like no sweetner, Equal or anything in the villas, need to ask for tokens if you wish to use the laundry, if you ask for dishwashing detergent, etc., they mention a fee, just little stuff, but things you notice if you have been a DVC member for a while and know what to expect at WDW.

 

[tjkraz]

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%"

That sounds a little more diabolical than the attitude I would ascribe but it's difficult to completely discount this supposed policy.

A Two bedroom villa is 3x the size of a standard guest room. If you could clean 3 rooms and satisfy 3 parties in the same time it takes to service a room for one party, which manager wouldn't choose the former?

It's also possible that the small size of VGC works against members in this situation. Housekeeping has over 1000 standard rooms to be cleaned daily and 50 villas which only need occasional servicing. From a scheduling standpoint, I can see having each staff member assigned to a standard route, and then attending to the villas after their regular rounds are complete.

I'll have to pay more attention to those housekeeping carts next time we visit.

Getting into a room after 4pm is often disappointing, but it happens occasionally even at WDW DVC resorts. If members were consistently getting rooms at 5-6pm, we would have reason to be upset. But as long as they are meeting the 4pm target most of the time, we don't really have room to complain.

 

[jelwallace]

While I understand that 4PM is a guideline and not a guaruntee, I still get frustrated when my DVC room isn't ready at 4PM. I travel a lot and I have never had a hotel room not be ready when I check in after noon (even though most check-ins are 3PM). However, I have had to wait multiple times for DVC and 3 times I have had to wait until after 5:00. I don't get upset when I get there before 4PM and the room isn't ready but I do start getting upset when it isn't ready after 5PM. I really think that DVC members should start complaining and maybe rooms would be more consistently ready on time. I do understand that this might increase our dues because they might have to have extra housekeeping on busier check-in/out days but I think it would be minimal spread out over the membership.

 

[toocherie]

I guess what I don't understand is why isn't there housekeeping dedicated to DVC? How do they allocate housekeeping time between GCH and GCV when it varies from day to day?

I will also say that last October I checked in at 6:30 a.m. (yes, you read that right--I live and work 15 minutes from the GCV and checked in early because we were going to the Halloween party that night and were hoping to get in well before 4 p.m. to get changed into costumes, etc.). I went to work until 1 p.m.--we had all arrived by 2 p.m. No villa available. (We had a two-bedroom). We were all waiting in the lobby sitting and chatting and a CM came up to us and started chatting too. We explained that we were waiting and why, and she said "just a minute"--went over to the desk and came back a couple of minutes later and "tah-dah" our villa was ready. Seriously, we think the villa had been ready for some time--but for whatever reason they weren't letting people check in before 4. Maybe to keep traffic out of the hallways? It was just mighty suspicious.

My last experience was better--checked in around 2 p.m. and villa was ready (again a two-bedroom).

 

[McCrae]

While I understand that 4PM is a guideline and not a guaruntee, I still get frustrated when my DVC room isn't ready at 4PM. I travel a lot and I have never had a hotel room not be ready when I check in after noon (even though most check-ins are 3PM). However, I have had to wait multiple times for DVC and 3 times I have had to wait until after 5:00. I don't get upset when I get there before 4PM and the room isn't ready but I do start getting upset when it isn't ready after 5PM. I really think that DVC members should start complaining and maybe rooms would be more consistently ready on time. I do understand that this might increase our dues because they might have to have extra housekeeping on busier check-in/out days but I think it would be minimal spread out over the membership.

Exactly how I feel.

 

[Goofy4Disney99]

We have stayed at VGC six times and never did we get into our villa before 4PM. Most of the time it is 4:30. Once we did not get in until 6:30PM even though we had arrived and checked in at 3PM. They kept telling us that the previous guests had left quite a mess. What had really happened was the mousekeeper had forgotten to enter into the room inventory system that the villa was cleaned. The villa had indeed been ready at 4PM! Guest services was genuinely upset and they gave us a food voucher worth $75. All that said, we still love DVC and GVC!

 

[LIFERBABE]

I dont think our dues will go up, but our check out times will move to 10am.

I prefer the 11 am check out.

We share the resources with resorts and most are contracted. DVC management is not stand-alone services, and with millions of points in the system, a small increase in dues is alot.

Someone asked this question at the Assn Meeting and people checking out late was the reason given by JL.

 

[Nonsuch]

It's also possible that the small size of VGC works against members in this situation. Housekeeping has over 1000 standard rooms to be cleaned daily and 50 villas which only need occasional servicing. From a scheduling standpoint, I can see having each staff member assigned to a standard route, and then attending to the villas after their regular rounds are complete.

Another issue is dirty dishes. If housekeeping runs the dishwasher, they will need to return later to unload it. This creates a double delay

My 1-bedroom villa has been ready as early as noon, and as late as 6PM. Unfortunately, the 6PM day it was raining and cold.

The text message system can be problematic (or might just be an issues with ATT or iPhone). I call the hotel starting at 3PM to check on room availability.

 

[crisi]

A Two bedroom villa is 3x the size of a standard guest room. If you could clean 3 rooms and satisfy 3 parties in the same time it takes to service a room for one party, which manager wouldn't choose the former?

I'd guess a DVC villa on checkout day that is 3x the size of a standard hotel room also takes more than 3x longer to clean. Things like "check the hideabed to make sure it wasn't used if it isn't out," and "do up any dishes." People cook in DVC villas, meaning you are wiping down greasy stoves and dirty countertops. There are more surfaces.

So you can probably make 4 cash guests happy - cash guests who have significantly more margin at the point in the revenue cycle - in the time it takes to make one DVC guest happy.

More housekeepers will potentially move up the time when the last guest checks in, but they'll still likely start with cash rooms - the last guest is still likely to be a DVC member.

Is it ideal for DVC members?, no. Is it to be expected when you have a shared timeshare/cash model?, Yep.

 

[MommiePrincess]

Hi all,
I'm getting nervous reading this!! We will be having our first VGC vacation in about 4 weeks!! We will be arriving after a 8 hour (on a good day) drive with DD5, DD2 and DS 4 months and tons of luggage, boxes etc for a one week stay. I can't imagine having to wait at all for a room to be ready. We have stayed at the hotel at GC many, many times and always get our hotel room by 2:00pm. We will be arriving by 4:00pm (shooting for 3:30pm). Do any of you call 60 minutes or so prior to arrival and let them know you'll be coming? I used to do that with the hotel side and they acted like they didn't know how to handle my phone call.

 

[mdsd8700]

We have only stayed at the VGC once (last July) so I am no expert on general timing to get in to the villa. We arrived at the resort about 11 am checked and headed off to the parks. They called us about 1:30 to tell us room was ready. I was completely surprised but very pleased. Of course I am sure there are a whole lot of factors that go into what time the room is ready including but not limited to check out time of previous occupants, condition of the room, how many staff members are cleaning. I know that our situation is not always the norm and I am sure there really is one. It can sometimes be the luck of the draw.

I hope that all goes well for you and you have wonderful trip.

 

[TheRustyScupper]

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

1) I started out working concierge at DVC resorts.
. . . hotel check-in is 3:00pm
. . . DVC check-in is 4:00pm
2) Hotels and DVC's each have maid staff.
3) But, the effort is more toward the hotels.
. . . sometimes we would get complaints
. . . most DVC owners understood
. . . if not, we turned them over to a "manager"
. . . the "manager" took the heat
. . . sometimes the owner would get a freebie, if at all
. . . usually in the $15-$25 value range, like a fruit basket
4) If there is a combo hotel/DVC, usually the DVC gets finished last.
5) Even if it is after 6:00pm.
. . . two bedroom DVC's take at least 1-hr to clean
. . . if messy, they can take 1½-2 hrs each
. . . a Grand Villa can take 3-4 hours
. . . normal hotel rooms are done in ½-hr each
6) Just the way it is.

 

[tjkraz]

While I understand that 4PM is a guideline and not a guaruntee, I still get frustrated when my DVC room isn't ready at 4PM. I travel a lot and I have never had a hotel room not be ready when I check in after noon (even though most check-ins are 3PM).

Of course, this is just one way in which timeshares are different from hotels. There are many challenges unique to housekeeping in timeshare villas--room size, infrequent servicing, additional amenities (kitchen w/ dishware and utensils), higher occupancy level, etc.

Hi all,
I'm getting nervous reading this!! We will be having our first VGC vacation in about 4 weeks!! We will be arriving after a 8 hour (on a good day) drive with DD5, DD2 and DS 4 months and tons of luggage, boxes etc for a one week stay. I can't imagine having to wait at all for a room to be ready. We have stayed at the hotel at GC many, many times and always get our hotel room by 2:00pm. We will be arriving by 4:00pm (shooting for 3:30pm). Do any of you call 60 minutes or so prior to arrival and let them know you'll be coming? I used to do that with the hotel side and they acted like they didn't know how to handle my phone call.

With a 4pm arrival, the room should be ready. If not, the resort can certainly store items and deliver when the room is ready.

Calling is a waste of time, IMO. At best, phone operators would probably give you a scripted reply regarding arrival times.

 

[crisi]

Hi all,
I'm getting nervous reading this!! We will be having our first VGC vacation in about 4 weeks!! We will be arriving after a 8 hour (on a good day) drive with DD5, DD2 and DS 4 months and tons of luggage, boxes etc for a one week stay. I can't imagine having to wait at all for a room to be ready. We have stayed at the hotel at GC many, many times and always get our hotel room by 2:00pm. We will be arriving by 4:00pm (shooting for 3:30pm). Do any of you call 60 minutes or so prior to arrival and let them know you'll be coming? I used to do that with the hotel side and they acted like they didn't know how to handle my phone call.

With DVC and getting into a room early (or even "on time") always hope for the best (we have only had one wait for a room and we got in before 4) but plan for the worst. If you can't get in, have DVC store your luggage, and make sure swimsuits are in daybags - head to the pool. Or pack a change of clothes, freshen up in the bathroom, and stretch your legs at the park or DTD. Have a backup plan. Hopefully, you won't need it, but it turns "crushing disappointment and confusion at the start of a vacation" into "well, that wasn't the ideal start, but we moved on."

There are some things you can't plan for....we went to Hawaii last month. We checked into our hotel and went out for dinner. We kept the kids up late trying to get them to adjust to the time difference. We fell asleep. Within an hour we were moving to our car and we slept in the car that night. We didn't get back to our hotel until 11pm the next night. NOT an ideal start to a vacation - and one I hadn't planned for at all (well, if a tsunami hits, we will sleep in the car and I'll make sure to grab something for breakfast, and a change of clothes, and some sunscreen and a toothbrush as I'm evacuating the hotel room - yeah, that didn't happen - we bought a change of clothes at KMart the next morning). However, not getting into a DVC room until after 4 - that one is easy.

 

[McCrae]

I think the argument that DVC rooms are bigger and take longer to clean is pretty lame excuse for simply bad service.

VGC DVC is not a big resort and the demands on house keeping are small. If you look at the total demand on mousekeeping, DVC probably takes up less time than regular hotel rooms.

Unlike the hotel rooms DVC rooms don't get cleaned every day.

Not all of the DVC rooms are biggar than the hotel rooms, studio's are clearly not and the 1br will be similar in size to th larger hotel rooms.

On a daily basis turnover of rooms at DVC will be relatively low. It simply shouldn't take 5 hours to clean a room.

As it stands hotel guest daily cleaning service is treated as a priority at VGC over getting a room ready for newly arriving DVC members.

 

[tjkraz]

I think the argument that DVC rooms are bigger and take longer to clean is pretty lame excuse for simply bad service.

A couple of things.

Getting a room after 4pm is certainly not ideal. If this is happening at VGC with regularity, hopefully members are forwarding comments to Member Satisfaction and appropriate steps can be considered.

However, if you're simply bitter that VGC rooms (reportedly) get cleaned last, I don't see the resort or DVC taking any steps to correct that.

VGC DVC is not a big resort and the demands on house keeping are small. If you look at the total demand on mousekeeping, DVC probably takes up less time than regular hotel rooms.

I'm sure that, as a whole, it takes less time to clean 50 villas than hundreds of cash rooms, but that doesn't mean it makes sense to clean the villas first.

Unlike the hotel rooms DVC rooms don't get cleaned every day.

That's exactly why cleanings can take longer. It certainly takes longer to clean up 5 days' worth of mess than 1 day's worth.

Not all of the DVC rooms are biggar than the hotel rooms, studio's are clearly not and the 1br will be similar in size to th larger hotel rooms.

VGC hotel rooms are 353 sq ft. One Bedroom villas are 865 sq ft. Two Bedroom villas are 1257 sq ft.

On a daily basis turnover of rooms at DVC will be relatively low. It simply shouldn't take 5 hours to clean a room.

As it stands hotel guest daily cleaning service is treated as a priority at VGC over getting a room ready for newly arriving DVC members.

Obviously it doesn't take 5 hours to clean a single room. But then VGC doesn't employ 1000 housekeepers so that every room can be cleaned simultaneously. It's a process that occurs throughout the day--some rooms will be cleaned at 9am while others are cleaned at 3pm.

As I said in my original post, due to the low number of DVC villas and irregular servicing needs, I wouldn't be surprised if staff is directed to complete their rounds of the standard hotel rooms and THEN are assigned to service the villas which need attention. If so, then yeah, the villas would get serviced last.

But those are internal decisions that resort management must make. Even if the villas get serviced last, it doesn't necessarily mean that DVC members are "second class citizens", rather it is probably the most logical means in which to clean 1000 rooms daily.

As members, we are certainly entitled to critique the outcome (not getting into a room by 4pm), but I don't know that any of us is qualified to critique the system itself.

 

[jelwallace]

If DVC is truely struggling with getting the rooms cleaned before 4PM then maybe they should have people check out by 10AM or check in at 5PM. I am not in favor of either but it would give mousekeeping extra time and less people would be upset because they would know the check in/out rules ahead of time.
That being said I acknowledge that it does take more time to clean a DVC room but there are less rooms to clean every day because they only get cleaned at check out and every 4 days (trash and towel). They know who is going to need cleaning and should plan and staff accordingly.
Even on busy days at a hotel I have never checked in after noon and been told that my room isn't available. Maybe I have been lucky but I practically live in hotel rooms and it just doesn't happen. However with DVC it has happened every time but once (and that time I don't think my room was occupied the night before).
I think we as members should start complaining more and offering solutions to DVC when we have them. Prior to this thread I thought I was the only person who had had this problem with DVC...apparently not.

 

[3Minnies1Mickey]

I think the argument that DVC rooms are bigger and take longer to clean is pretty lame excuse for simply bad service.

VGC DVC is not a big resort and the demands on house keeping are small. If you look at the total demand on mousekeeping, DVC probably takes up less time than regular hotel rooms.

Unlike the hotel rooms DVC rooms don't get cleaned every day.

Not all of the DVC rooms are biggar than the hotel rooms, studio's are clearly not and the 1br will be similar in size to th larger hotel rooms.

On a daily basis turnover of rooms at DVC will be relatively low. It simply shouldn't take 5 hours to clean a room.

As it stands hotel guest daily cleaning service is treated as a priority at VGC over getting a room ready for newly arriving DVC members.

No it shouldn't...but its not just your unit that needs to be clean on any given day. Also if I remember correctly, hotel guests check out earlier so the cleaning rounds through the hotel section SHOULD start before the DVC units since the DVC members haven't even vacated their units yet.

 

[Maistre Gracey]

I just don't see the rationale for excuses here. I mean, it's not like we're asking for FREE housekeeping. We pay for housekeeping with our dues.

I refuse to cut DVC any slack on many issues that other Member's here make excuses for. We pay top dollar, and I don't have a problem with that. In fact, I want to pay top dollar because I want top level service, cleanliness, and overall quality.
I have a real problem with paying top dollar, than making excuses for mediocre work.

MG