Who do I complain to?Is it worth it?

[dianeschlicht]

It's easy to say it's all the "renters" faults, and maybe to a degree there is something valid in that. Maybe under paying for luxury makes people act like pigs, BUT... I don't think this kind of wear after this short of time can be totally blamed on renting...Disney's or otherwise. I see it as several problems all happeing in tandem to create a larger problem.

1. Poor quality materials used both in construction and furnishings.
2. Poorly managed housekeeping.
3. uncaring owners who probably don't take care of their own homes any better.
4. Renters who feel they paid Pop Century prices for a "deal", and they don't care and don't know better.

I'd have a hard time believing #3, since owners are going to pay more in the long run if things deteriorate quickly. I'd be inclined to think #'s 1 and 2 are pretty important here.

 

[daisyyy]

Wow. YUCK.. who would do that..... it would make me leary of wanting to buy in, and or renting in the future. How can they not address these issues? Think about the value of the property. If word about stuff like this gets out, the property values could drop. Seems to me like lasy people coupled with lazy house keeping. I would have said I'm not on vaction to clean a previous guest's dirty dishes! why is it so hard for them to open the cabinets to do a quick check.

 

[barrysprot36]

When we checked into BLT in December we noticed the bench table was very badly scratched along the edge

We called Maintenance as the AC wasn't blowing warm air (it was freezing weather) and they came straight away to fix it.

Caron

 

[DenLo]

I was talking to a maintenance guy at BLT for a minor fix regarding the I-Home and the CM said that many of the I-homes go missing each week. I asked why they didn't charge the credit cards for the guests who had just stayed there when Mousekeeping comes and finds the I-home missing. The CM says it's policy not to charge them because all the guest has to say is that it was there when I left. So Disney/DVC does not purpose the cost of replacement. I hope the CM is wrong about that, otherwise what deterrent is there to prevent people from packing up and taking with them every loose item in the place?

To the OP sorry that maintenance did not give you satisfaction. Definitely contact the DVC further at the email given by DaveBirdofPrey above.

To those that blame it on renters, I doubt all of the blame can be given to them. It's more common these days to go into a neighbors or even a relative's house as see that they don't take care it well. They let the kids sit on wood tables or play with their toy cars on it, do crafts without any protection etc. Stains in the carpet and chairs and couches are not removed. I would think people like this would treat hotels as bad if not worse. Sort of sad don't you think?

 

[Simba's Mom]

This happened to us during our BWV stay. Every pot and pan in the cabinet was dirty with food still in them. We did complain and were treated rather rudely about it. We were told that housekeeping does not go through the cabinets to check for dirty items. It is not part of their job to do that and would it be that difficult to wash the pans ourselves? They made me feel like I was the one that had done something wrong. That incident made me a bit cautious about complaining ever again.

I would definitely question DVC about that. I'm wondering exactly how mousekeeping is supposed to deal with the dishes, pots, pans, etc. as far as checking for cleanliness between guests. I thought that was one of the reasons why DVC check-in time is 4:00, not 3:00. Maybe I misunderstood, and this is correct. I'd really be interested to know.

 

[Deb & Bill]

I would never expect the housekeepers to go through every dish in the cabinet. I'd expect them to make sure there were no dishes in the sink or dishwasher.

 

[hellerjw]

I feel accounting for all the kitchen items (pans, utensils, glassware, etc) is the responsibility of Mousekeeping just like restocking the toiletries, paper products, etc. They should at least be verifying the correct number of items are present before each new check-in and the simple act of doing this would reveal any issues with uncleaned cookware. This would take no more than 5 minutes to do and should be done each time the room is turned over. There should be some responsibility placed on DVC to do this and not rely solely on member complaints to make sure these items are addressed regularly. Its the little things that make a difference.

 

[dianeschlicht]

I feel accounting for all the kitchen items (pans, utensils, glassware, etc) is the responsibility of Mousekeeping just like restocking the toiletries, paper products, etc. They should at least be verifying the correct number of items are present before each new check-in and the simple act of doing this would reveal any issues with uncleaned cookware. This would take no more than 5 minutes to do and should be done each time the room is turned over. There should be some responsibility placed on DVC to do this and not rely solely on member complaints to make sure these items are addressed regularly. Its the little things that make a difference.

I totally agree, and I KNOW it doesn't take more than a few minutes, because I do this every time I get into a unit. I've been burned a few times by getting half way into the prep of a meal before realizing that the spatula or whisk or measuring cup etc. etc. etc. is missing. I always check against the inventory sheet in the cabinet, and call to have missing pieces brought in. Even if I don't think I'll be using them that trip, I at least know I CAN use them should I need to, and they will be there for the next guest.

I do know that guests "filtching" everything that isn't nailed down is the reason we no longer have the color themed towels, cloth napkins, placemats, etc, etc, etc at OKW. It's also why the decor is glued down! SAD!

 

[Inkmahm]

I was talking to a maintenance guy at BLT for a minor fix regarding the I-Home and the CM said that many of the I-homes go missing each week. I asked why they didn't charge the credit cards for the guests who had just stayed there when Mousekeeping comes and finds the I-home missing. The CM says it's policy not to charge them because all the guest has to say is that it was there when I left. So Disney/DVC does not purpose the cost of replacement. I hope the CM is wrong about that, otherwise what deterrent is there to prevent people from packing up and taking with them every loose item in the place?

To the OP sorry that maintenance did not give you satisfaction. Definitely contact the DVC further at the email given by DaveBirdofPrey above.

To those that blame it on renters, I doubt all of the blame can be given to them. It's more common these days to go into a neighbors or even a relative's house as see that they don't take care it well. They let the kids sit on wood tables or play with their toy cars on it, do crafts without any protection etc. Stains in the carpet and chairs and couches are not removed. I would think people like this would treat hotels as bad if not worse. Sort of sad don't you think?

May be a silly question, but what the heck is an "I-home"?

 

[starbox]

It's easy to say it's all the "renters" faults, and maybe to a degree there is something valid in that. Maybe under paying for luxury makes people act like pigs, BUT... I don't think this kind of wear after this short of time can be totally blamed on renting...Disney's or otherwise. I see it as several problems all happeing in tandem to create a larger problem.

1. Poor quality materials used both in construction and furnishings.

ITA with this, and I think that another key factor is poor choices in decorating styles. By design, DVC accomodations get worn much harder than regular rooms - and they don't receive daily attention via mousekeeping. As any parent of young kids knows, you want to furnish your home with things that can handle and not show wear.

The style of BLT, with its sleek lines, smooth upholstery, surfaces that need to be fingerprint and dust-free to look good, and lighter colors (and single colors) is going to show wear and tear much faster than decor at AKV - with lower lighting, chunky "carved" wood furniture, dark patterned carpet, and dark tweed-like fabric couch.

I imagine that the decor will BLT combined with the fact that it is the MK resort and therefore the most attractive to traveling parties with toddlers-preschoolers will be one of the most difficult resorts to maintain.

 

[bobbiwoz]

May be a silly question, but what the heck is an "I-home"?

http://www.ihomeaudio.com/Home-Audio

I know what they are...theoretically, but I've never used one. For me, they make the alarm clocks harder to figure out!

 

[ToddyLu]

The place where the Iphone/Ipod/Itouch goes to sleep.

 

[La2kw]

If people mis-treat the Villas... I hope it can be detected by Mousekeeping & charged back to them! We always treat the resorts as we do our home.
My family owns a condo on St. Augustine Beach and only rents out to family and friends. Years ago, they rented it out through the Complex rental agent & there weren't damages that we're being detected and charged to renters. This was supposed to be done by the cleaning crew, but never was.

Housekeeping can barely manage to clean the rooms properly, I doubt if they bother to check on damage. They can't even make sure the items that are supposed to be in the room are there. I can't tell you the last time I received a unit that had everything in it that was supposed to be there. Disney outsourced housekeeping a few years ago, and with that went any standard of service.

 

[rock_doctor]

...We were told that housekeeping does not go through the cabinets to check for dirty items.

The members/owners pay over a million dollars a year for just house keeping services if they do not feel the need to actually clean then maybe it needs to be brought up during an owners meeting. After all it is our money paying for their "services". IMHO you should insist that repairs be made and rooms cleaned when you are there and if they get snotty get their names and let us know. The members/owners are paying their salaries and if they are not doing their jobs then the money is not being used properly.

According to the Public Offering Statement the members paid in 2009:
$987,000 Administration and Front Desk
$1.2 million dollars to housekeeping
$724,000 for maintenance
$709,000 for management

 

[papertraveller]

I have got to say that I am increasingly dismayed at the comments I see here about the lack of care from the housekeeping staff. (Sorry, but mousekeeping just doesn't hold with me ...)

The unit should be as prepared, and as clean, as any other on the Disney property, end of story. To suggest that they don't check cupboards (to count the supplies, as one PP mentioned) is just sloppy.

We are new BLT owners and heading for our first vacation this summer, and if it isn't clean and in good shape, then we will be sorely disappointed and customer service will know about it pronto.

 

[Debbie & Bill]

We had problems with filth and rooms not being maintained twice at the BWV, I complained and was told by front desk management that DVC is to blame for not spending on renovations and upkeep compared to the hotel side. There’s no excuse we pay the dues and want clean neat and orderly better said the Disney standards that we bought into. The front desk management gave my back my points for the first nights stay and cleaned the room again, but because of all the filth stains and need for a renovation back then two years ago, it was too little to late.

 

[doconeill]

...use duct tape to "baby-proof the room"...

Heck, sometimes I think I need to use duct tape on the kids to protect the room...

I've had a couple issues across my DVC stays so far...I've made sure to let them know right then...and now I contact Member Satisfaction after the fact whether the problem was resolved to my satisfaction or not, to let them know of the fact.

Our very first DVC stay, in a BCV studio, had a clogged tub drain. Like grossly clogged. It took three calls, two stops at the desk, and three visits from maintenance before they had the proper tool.

Our first stay in a 2BR at SSR, the fridge was missing the bar across the door shelf that holds stuff on the shelf, and one of the closet doors wasn't hinged properly (I ended up fixing that one myself).

Our last one, at AKV, was the kicker. I've recounted it before, but I was told that we'd get an Arusha view (confirmed by the CM at the desk), but when our room was ready, it was a Sunset view. Even when she told us the approximate location of the room earlier and I questioned it as I didn't think there was an Arusha-facing room in that area, she said there was, but there wasn't. I was concerned because it was only shortly before that the animals had been reintroduced to Sunset, which is why I asked for Arusha in the first place. What made this more aggravating is that while I was checking in, a man next to me getting a standard room asked about upgrades - and the CM gave him a SV room at the standard price because it faced towards Sunset and the Kidani buildings!!! Why did HE get a discount, if my view "was not impacted" as they later told me?

Well, not only was it the wrong view, but it was such a limited view I couldn't see how they classified it as a SV - it had a limited field of view back towards the main lodge, and further limited by having an outside staircase immediately next to it. The staircase in fact had a far better view because it could see out into the rest of the savanna. Some of the area we could see was fenced off as a maintenance area as well. In 6 days, we saw an ostrich, an eland (I think), and a couple birds. That was it. I could see more animals walking by the hallway windows towards Arusha in their narrow view than I saw all week from our room.

I went back down to the desk and said we had been given the wrong room. She checked, and could see where there were notes, but we were apparently still given the originally designated room that the first CM was supposed to have changed, and now there was no longer another room available. I ended up talking to a manager later on the phone, who apologized that the original CM was confused by the room number and which view it was facing, and we could switch rooms later in the week, which would of course disrupt all our plans. Instead, he offered us a credit on the room so that we could enjoy a good meal (which we did).

I still sent email to MSat to apprise them of the situation - mainly on the room being designated SV when looking at pretty much any other room I could see that it would have a better view than we did. They called me back, and wanted to know the details of the issue. I even said that it was probably impossible to change the classification of the room (they can't just delete points), but she actually said, "If enough people have issues, we will do something." I didn't think anything would come of it, but it appears something did - they apparently reclassified several of the Jambo rooms as standard. I don't know for a fact that mine was, but it seems likely.

Other communications with Disney proper have given me the sense that they ARE actually listening to us, and taking it seriously, as I've gotten phone calls out of the blue about things I've mentioned...they aren't necessarily "fixing" all of them, but they are listening at least...

So I'd make sure MSat is aware of issues - and their resolutions, if any - to make sure they are aware of problems especially if they are repeat issues.

I don't see why my dues should foot the costs of thieves making off with clock-radio-docks or vandalism repairs.

 

[Sammie]

It's easy to say it's all the "renters" faults, and maybe to a degree there is something valid in that. Maybe under paying for luxury makes people act like pigs, BUT... I don't think this kind of wear after this short of time can be totally blamed on renting...Disney's or otherwise. I see it as several problems all happeing in tandem to create a larger problem.

1. Poor quality materials used both in construction and furnishings.
2. Poorly managed housekeeping.
3. uncaring owners who probably don't take care of their own homes any better.
4. Renters who feel they paid Pop Century prices for a "deal", and they don't care and don't know better.

I'd have a hard time believing #3, since owners are going to pay more in the long run if things deteriorate quickly. I'd be inclined to think #'s 1 and 2 are pretty important here.

As usual you pretty much covered it. Sadly there are more and more instances of the above.

And regardless of what some want to believe you can lay #1 on DVC upper management. They are so focused on throw something up quickly and cheaply and start selling.

 

[Sammie]

The members/owners pay over a million dollars a year for just house keeping services if they do not feel the need to actually clean then maybe it needs to be brought up during an owners meeting. After all it is our money paying for their "services". IMHO you should insist that repairs be made and rooms cleaned when you are there and if they get snotty get their names and let us know. The members/owners are paying their salaries and if they are not doing their jobs then the money is not being used properly.

According to the Public Offering Statement the members paid in 2009:
$987,000 Administration and Front Desk
$1.2 million dollars to housekeeping
$724,000 for maintenance
$709,000 for management

Good luck with bringing up anything at the Member meeting and actually having it addressed.

 

[Sammie]

We had problems with filth and rooms not being maintained twice at the BWV, I complained and was told by front desk management that DVC is to blame for not spending on renovations and upkeep compared to the hotel side. There’s no excuse we pay the dues and want clean neat and orderly better said the Disney standards that we bought into. The front desk management gave my back my points for the first nights stay and cleaned the room again, but because of all the filth stains and need for a renovation back then two years ago, it was too little to late.

You know, I have been a huge supporter of any Disney and DVC for years and years, but I am really beginning to get tired of this treatment to members.

I don't care what anyone says I am laying the blame on Jim Lewis. He and his management team are simply not listening to the current membership about maintenance and housekeeping issues.

And I really do not want to hear about our dues would have to be raised to cover it, where the heck is the money going to, that we are paying for maintenance and housekeeping.

One of the best Satisfaction Team members is no longer on the team and truly I do believe she was moved because she actually tried to pass on member concerns to upper management. She is now answering the phones at MS instead.