What would you do?

[CelestriaSky]

I'm usually not a complainer, but I think something needs to be said or done about what happened to us. It's not REALLY bad, but when you pay the amount of money for these time shares, I think I'd expect a little more. My parents bought into DVC last year for our entire family. We went for the first time last week, the 14th - 21st of October and stayed at SSR. I LOVED our room, it was wonderful, great location, etc. Here's the issue. We got there about 4:00 p.m. on Sunday. We got there a little later than planned, so we went, checked in - then my dad ran into the room really quickly just to check on things and we took off for MK. Stayed over there until fireworks were over and hung out for Magic hours. Get back about 11:00 - we're all tired, walk in and start exploring the room. I open the freezer to fill the ice trays and find a box of Hot Pockets frozen pizzas. I look at my dad and am like "looks like they stock the freezer or something" - thinking maybe it was a sample or something from their grocery service or whatever. Well, then my dad opens the fridge and it is FILLED - not with food, but with half eaten stuff on dirty dishes - SUSHI of all things. I don't even want to know what some of the stuff was. Anyway, my mother is not one to make a big fuss out of things - was like "just clean it up" - I was like "No way" - so I called housekeeping and told them about it. They acted a little put out but said they would send someone. So as we're waiting, my mother starts to unpack her suitcase. She opens one of her dresser drawers and there are someones dirty clothes and UNDERWEAR in the drawers. At this point, I freak out because I think - maybe they gave away someones occupied room or something - it was just really bizarre. So I called the front desk and she said the only person the room was registered to was my mother's last name.

Anyway, I think my mother at least needs to call someone and tell them what happened. A guy did come and clean stuff out - and he seemed really weirded out that no one had found it before - he also went and put on latex gloves which I would have done as well. But I would have thought someone would have called to at least see that it was taken care of or apologize - I dunno, maybe I was asking too much?!?! Thoughts?

 

[dianeschlicht]

Yes, your mother needs to complain! This should be documented with photos, and a letter sent to quality assurance. I don't think any restitution is called for, but someone needs to know that someone didn't do their job.

 

[casper]

It seems like the lack of a clean room is becoming a popular theme on these boards. It really has me concerned as I just bought DVC a year ago and have only been on one trip. My room wasn't perfectly clean. Some marks on the counter and a microwave that was not clean and a floor that didn't look vacuumed. I just cleaned it up and didn't think it was a "big" deal. It was still irritating though. But your mom should send in a complaint. And maybe someone ought to lose their job over it too. I think with what we are paying in maint. dues, and the fact that check in is "after" 4:00 p.m. we should have a right to expect a clean room.

But I also wonder what kind of condition people are leaving the rooms in when they leave. Before my family left, we cleaned the microwave, emptied out the frig (and cleaned anything that was spilt), and even had the trash collected and waiting in one spot. Anything I can do to make the clean-up faster for the mousekeeping and get "you" in your room quicker is just curtious. I really don't think mousekeeping should be responsible to clean out the food we leave behind in the frig. But neither should the people coming in after us. Maybe it's time to "fine" those who leave a unit in an "unusual mess"?

 

[kimberh]

I have a Timeshare in Tn. When we check in, we are given a package with check out procedures. We have to strip the beds, gather the trash, put all the towels into the tub, fill the dishwasher, start the dishwasher etc. We also have to check out at 10 am. My maintenance fees are much lower. I get fresh towels every day. I mean, I think we should really not tolerate this... food in the fridge... that should have been wiped out for the new occupant.

OP, Your mother needs to complain, then the dirty laundry... to much!!! I do every thing I can in my DVC room to make housekeeping job's easier.

 

[DBBN]

I believe your mother should complain as well. Just don't expect any improvement or an apology. Reality is if you travel enough whether you stay at a DVC resort or just about any hotel these types of things will happen. No matter how careful housekeeping or hotel management is eventually someone will miss something.

In our dozens of stays at OKW and other DVC resorts we've found food in the freezer, food and drinks in the refrigerator and cooked uneaten very dry food in the oven. By the looks of it the food in the oven had been there for some time...possibly even left there by other than the guest who occupied the villa before we did. If what I suspect is correct housekeeping missed it on more than one ocassion. We've found clean wet clothes in the washer, clean dry clothes in the dryer and a drawer full of clean clothes in the bedroom. We've found personal hygiene products in the bathroom. We've found socks under the bed and on one ocassion about 10 years ago we found a "magazine". I'm uncomortable saying what it was but I will say it wasn't Car & Driver or Sports Illustrated.

We handled these issues much the same way you did. With the clothes we called housekeeping. With the food and magazine we just tossed them out.

Sad to say but I think in the hospitality industry in general as well as at DVC resorts our experience is not uncommon.

 

[disneynutz]

We have had multiple Mousekeeping problems at SSR. The one that I don't understand is the bag of dirty laundry that has been left outside our door that last 2 visits. Last month, people kept adding to the pile. Dirty laundry and trash bags. After a couple of days, I call twice a day until someone picks it up. I guess once a pile is started, people think that it's OK to add to it.

 

[dianeschlicht]

We are some of those who try to make houskeeping's job lighter too. We always throw away EVERYTHING left in the fridge, gather up all the garbage and bag it in one place (usually the kitchen). We also throw all towels (not just the ones we used) into the tub and strip the beds...folding the blanket and spread, and leaving the dirty linens in a pile on top. We put all dirty dishes in the dishwasher, but usually don't start it because I know they usually add things to it like the coffee pot etc.

Last year we had a room where the "old" soap from the last guest was not removed from the shower soap dish. It kind of grossed me out (and I don't gross easily). I called down to have someone come up and fix the situation. When we returned, they had been in the room and added new soaps, but the dirty old soap was still stuck to the soap dish in the shower. I called down again with the SAME result!!! After the second time ( I now had 3 extra supplies of new soap), I gave up and cleaned the soap dish myself. I cleaned the shower while I was at it too, since obviously they hadn't even looked in there!

 

[dreaming_of_disney__]

The thing is these villas aren't your typical hotel room, they are larger and have more places to get dirty. Yes it's polite to throw your food in the trash on check out as for stripping the beds I have never thought of doing that. And if i choose to do nothing and leave the place untidy.. so what ... I'm on vacation and there are no stipulations in my DVC contract that I must do so.

But doesn't housekeeping have a checklist ie: check the fridge, check the oven, clean the shower ( a no brainer i think) etc and then be accountable to some supervisor that this work is complete. I know where I work (in a hospital where cleanliness is vital) housekeepers who aren't doing the job are let go. IMO every instance of poor housekeeping needs to be brought to the attention of management because the housekeeping staff will continue to get away with doing a shoddy job when guests just let it go.

 

[dianeschlicht]

I totally agree that if a few folks got let go for not doing the job correctly, things would change, but these folks are paid a pittance, and many do not speak or understand enough English to be able to be told when they are not doing their job correctly.

 

[Chuck S]

I usually am not a person to lodge a complaint for minor problems. But I do not think an uncleaned refrigerator and clothes left in drawers is a minor problem. Please encourage your Mom to write a complaint letter or email. Like other posters, I don't think any major restitution is due (well, maybe a free dinner) but it certainly needs to be brought to the attention of Member Satisfaction. And thank you for calling housekeeping right away so they could handle the problem, rather than allowing your Mom to clean it up.

If it is a truly minor problem, like a little grease residue on the stove or something, I usually wipe it up, but for a real mess I call.

 

[donmil723]

I think your mom should also let DVC know about the condition of her room. If you have pictures, that would even be better.

We have been very fortunate to find clean rooms on all of our trips. Of course, some have been cleaner than others.

On check out day, I put the used towels in the tub, leave the bed unmade, strip the sofabed if we used it and throw out all opened food. I do not strip the bed or gather the trash. For one thing, if there is anything in the trash that might leak, I don't want it to get on the carpet or floor.

 

[CelestriaSky]

Thanks for all your replies! I didn't think any resistution was due, per se - but like I said a call with "Was the problem taken care of - we are so sorry that happened" would have been nice.

I totally agree with those that it shouldn't be mousekeeping's responsibility to clean that type of stuff out - but it's not mine either. BLECH! I've been to other hotels and when I pass the carts, I see a clipboard with a checklist on there - checking the refrigerator and freezer when they turn over the rooms should definately be on their list as should opening the dresser drawers. Just my opinion When we left, we ran the dishes through the dishwasher and put them away, put all our linens in the middle of the floor (including the roll out), etc. and made sure all the unused soaps in the shower, etc - were gone. I just wish everyone would do the same

 

[Lenc324]

I still feel Disney should focus on housekeeping room readiness. Too many issues with check in and dirty rooms.

 

[Poohs Pal]

I totally agree that if a few folks got let go for not doing the job correctly, things would change, but these folks are paid a pittance, and many do not speak or understand enough English to be able to be told when they are not doing their job correctly.

Not understanding English isn't a good enough excuse for me. Learn enough to do your job properly. Our family alway's feel's responible to do a full cleaning before check out. We stripe the bed's and put all towel's in the tub. Vacumn the floor and mop where needed. Clean the bathroom. Clean out the fridge and freezer. Put all dish's including coffee pot in the dishwasher. Check the balcony to make sure nothing was left outside. We also check the washer and dryer. I run a dishwasher tablet in the whirlpool tub. You should have seen the look's I got when I insisted we do a cleaning of our GV on departure day, with 5 adult women we finished ahead of checkout time. I know we probably don't have to do all this but it is my Home away from Home not just a hotel room. We also leave a tip for housekeeping. Susan

 

[LVSWL]

I don't feel that "not speaking or understanding English well enough to be told when they are doing their job correctly" is a good excuse for sloppy work. If they can collect their paycheck, then they can pay attention to how the job is supposed to be done, most of it would be common sense: no old soap left, no clothes left, change linens, take out trash, vacuum, etc..

 

[fkj2]

I just returned from the Beach Club. When I arrived, there was something wrong with the pull-out sofa; it looked "swayback," as though it needed to be replaced. I mentioned it to the bellman who delivered my luggage, who insisted he would notify housekeeping. Within minutes I had three housekeepers at my door. It seems the bellman had reported dirty linens were left in the room which wasn't the case at all. After dismissing the woman who had cleaned the room, the remaining two housekeepers practically insisted they'd have the couch attended to the following day but I told them to wait until after I checked out.

 

[LVSWL]

That's always good to hear. We had a stay there a year ago and the closet doors were off track. We noticed it as soon as we came in and started to put away our clothes. In fact, the CM was still in the room with our bags. He immediately called someone, and they were there within 15 minutes. Great response, but could have been caught before, but glad they came quickly!

 

[nunzia]

Not understanding English isn't a good enough excuse for me. Learn enough to do your job properly. Our family alway's feel's responible to do a full cleaning before check out. We stripe the bed's and put all towel's in the tub. Vacumn the floor and mop where needed. Clean the bathroom. Clean out the fridge and freezer. Put all dish's including coffee pot in the dishwasher. Check the balcony to make sure nothing was left outside. We also check the washer and dryer. I run a dishwasher tablet in the whirlpool tub. You should have seen the look's I got when I insisted we do a cleaning of our GV on departure day, with 5 adult women we finished ahead of checkout time. I know we probably don't have to do all this but it is my Home away from Home not just a hotel room. We also leave a tip for housekeeping. Susan

I agree. My degree is in hospitality, and I used to work at the MGM Grand in Las Vegas, in food management, not hotel, but I can tell you that even though many of the housekeeping staff had english speaking problems, the supervisors and managers could communicate with them very well what was expected and consequences when expectations weren't met. You would think Disney, who certainly has a reputation to uphold, as does the MGM (who owns about half the strip, including Bellagio), would be on top of this issue, especially at the DVC properties where people have paid so much. This isn't a Motel 6 down the street, but I've stayed at those and never found leftovers from previous guests. I'm sorry to ramble, but this decrease in quality thing that is happening not only Disney wide but industry wide is bothersome.
Your Mom should write a letter directly to the resort, sending one to the resort manager and housekeeping manager, as well as to the head of DVC. Be sure to show on the letter where all letters have been sent and have all details, room number, date, etc. At MGM several people would have been talked to and you would have been comped a future visit. I wouldn't expect that from Disney, but at least you know you are reporting the problem and might improve things for other guests.
As for people leaving things nice, good for you! We do that also and it's just common courtesy.

 

[disneynutz]

Like any business, Disney pays very little and they get what they pay for. The Mousekeepers know that they have Disney over a barrel. Don't get me wrong, some care, but it seems that the latest batch doesn't. They know how to play the system and seem to only do what they have to. At SSR it seems more noticeable for some reason. We have had trash cans left sitting on the table with no liner. Dirty towels left behind on T&T day. Dirty rag left sitting next to the sink in the kitchenette. The attitude from the Mousekeepers at SSR during our last couple of trips makes you feel like you are bothering them if you say hi. Washing dishes and emptying of the fridge is a given, but I don't agree that any member should clean their villa b4 check out. That's what our point purchase and dues are for. Believe me Disney isn't hurting for money.

 

[groverdog]

We once checked in and found ice cream bars in the freezer. About an hour after arriving the maid knocked on the door and asked for her ice cream which she said she left behind. It was kind of amusing.
We usually leave unopened food in the fridge for the maid, which they seem to appreciate. I also tidy up before I leave, I am in the hotel business and I know what a tough job maids have so I like to help them out where I can.