Would you have complained?

[WDW LOVR]

Diane - I guess my problem was it was obvious the bed had an issue, seeing as how the fabric was ripped a couple of places where the metal piece was broken. We saw it as soon as we sat down on the couch. If it was that obvious to us, shouldn't have Mousekeeping seen it also and reported it?

I don't know what everyone else does for a living, but if I show up at my job tomorrow morning and discover something wrong, I take care of it or make sure it gets taken care of. Shouldn't I expect the same thing?

The reason we didn't complain was because of the polite, efficient manner the problem was handled, but it was also an issue that was obvious and should have been handled before 1:00 am.

We're not people who complain about much. I've never sent a steak back to the chef because it was bloody when I asked for medium well. But I also think this was something that should have been taken care of in the routine cleaning/maintenance of the room that would have removed the only issue in a throughly great trip to the World (despite the spring break crowds, but that's another thread!).

Incidentally, the replacement guts in the hide a bed was the most comfortable hide a bed I've ever slept on (and my kids agree). Maybe that's another reason I didn't complain.

 

[DrTomorrow]

I would not have complained (big surprise there, eh?). As others have said, problem found, problem worked on, problem solved. I do think, given the time of day (or night), that the could have made some arrangements (another hideaway, a rollaway, a cot, etc) and done the main repairs the next day. I might make a point to bring this to a manager's attention BUT NOT WITH MY HAND OUT; you never know how much they're kept up.to.date on the "little fixes" that can indicate a serial problem.

As to Mousekeeping's responsibilties - I just don't know if that's their job. One one hand, if they truly have to redress the hideaway (are there sheets on it 24/7?), they they should have noticed the problem. OTOH, I can't see MK going around and checking the beds, the washer, the dryer, the dishwasher, all fans, all electrical equipment, all plumbing, ..... I suspect that they have more than enough to do just to get the obvious tasks (vacuum, bathroom, sheets, gen. cleaning) done. Hmmm, maybe this is a Jim Lewis / whoever.the.current.DVC.customer.support.person.is issue.

And WDW LOVR, I wish that everyone had the "see a problem, fix a problem" attitude that you (and I) have. Haven't you seen this yet: "Blessed are those who fix every problem they see, for they shall end up doing all the work"?

Be well!

 

[kimszath]

I mean, given the hour, you'd think they would have given you the option of maybe bringing a rollaway with fresh linens, just to get you through the night. Of course, they may not have realized how long it would take to fix. The rollaway seems like the obvious answer, unless they truly don't have them!!! Hmmm.. couches in a studio at OKW??? We were just there during Spring Break as well.... had the two beds in the studio... are they going to the same setup as SSR, with one queen bed, and a queen sleeper sofa? That would be great!!!

 

[DebbieB]

I don't believe the have rollaways at DVC resorts.

They can't change the configuration of the studio to a bed & sleeper sofa because members were sold OKW based on 2 queens.

 

[Dean]

I don't believe the have rollaways at DVC resorts.

They can't change the configuration of the studio to a bed & sleeper sofa because members were sold OKW based on 2 queens.

Not at OKW thought I'm sure they could have sent a truck for one elsewhere.

I don't think a complaint is in order for the same reasons a number have stated above.

 

[dianeschlicht]

Diane - I guess my problem was it was obvious the bed had an issue, seeing as how the fabric was ripped a couple of places where the metal piece was broken. We saw it as soon as we sat down on the couch. If it was that obvious to us, shouldn't have Mousekeeping seen it also and reported it?

If it was obvious, does that mean that you too did not notice it until that night? Was that when you checked in? If you didn't notice it earlier, I doubt mousekeeping would have either. It really wouldn't be their job. As for remaking the hide-a-bed...the sheets etc. are always kept in the closet of the master, not on the pull out itself. The only thing mousekeeping would have done is take the old ones off if indeed it had been used by the last guest. That doesn't meant that it was broken then either. Perhaps a very large person plopped down on it and broke it before your visit.

 

[jmminarik]

I might make a point to bring this to a manager's attention BUT NOT WITH MY HAND OUT;

Then how do shake their hand to thank them for having a staff that responded promptly and apparantly courteously/appropriately to fix a problem well after normal staffing hours?

-Joe

 

[jimmytammy]

I wouldnt complain. Sounds like they fixed the problem and gave forth their best effort in doing so.

I dont really understand all this stuff breaking anyway. Over at VWL, things never break

 

[3DisneyNUTS]

No they did their best and I think complaining should be left for poor treatment. You called and they worked at fixing the problem and suceeded.

 

[Doctor P]

No, I don't think I would have complained. If they had made you wait until the morning to fix it I think that would have been a different story, and moving in a new bed would have further disturbed other guests at that time of night. I would have felt that I was in part culpable for the timing since I could have discovered it earlier, so I think I would have been grateful to have it taken care of in what seems like a timely manner.

 

[ArRzrbk]

It sounds like they were very responsive and did all they could working as fast as they could to fix the problem. However, it might be a good idea to "suggest" they check the sofa beds at the end of each guest's visit, to make sure they are working properly. Perhaps if that had been done, they could have avoided the situation you experienced in the first place. Or perhaps they could have offered you the chance to change rooms.

If you do decide to pass that suggestion on, I would be really, really nice about it. And I would not get upset, regardless the response. They may simply tell you that their policy is to check the beds. And that's good. You can just say, "Great." Anyway, just my two cents. And I'm sorry this happened to you. Just glad insult wasn't added to injury and that you ended up with CM's that tried their best to help.

 

[beattyfamily]

No I wouldn't go out of my way to complain BUT if I got a call from them or a survey from them, then I might say something. Or if I was writing a letter to them with a few compliments and 'magical' experiences, I would certainly mention it. But that's it and I wouldn't expect ANYTHING in return.

Things happen.

 

[Mike]

Perhaps a very large person plopped down on it and broke it before your visit.

Hey - I resent that!

 

[DrTomorrow]

Then how do shake their hand to thank them for having a staff that responded promptly and apparantly courteously/appropriately to fix a problem well after normal staffing hours?

-Joe

True. I'd have my hand out perpendicular to the ground - in "handshake" mode - not parallel "waiting for my tip" mode.

 

[EdTreo]

Do we have a check list somewhere in this board ? It would be nice to discover the problem early on and get it fix right away!

 

[Pumbaa_]

I am in the minority - I would have complained to the manager. Not with the intent of getting something, but to let them know the problems with the sofa and the inconvenience to my family. Substandard accomodations are not acceptable. I would have also let the manager know how well the CMs' responded and their professionalism.

Based on the condition of the sofa and the rips, someone had to know there was a problem. I assume mousekeeping opens the sofa bed each time to see if someone used it and to change the sheets if they did. I expect my room to funtion when I check in.

 

[DisneyMim]

We travel a LOT, Disney and other places throughout the year and one thing I have learned is to check things as soon as we get into a room. This avoids a late night call. From my experience the later you call to fix something the less people are on hand to help you. You have to keep in mind that all the Disney resorts, DVC or not, have a huge turn-over rate and the CMS can't see everything. I don't know why the last CM who closed it didn't notice it and do something about it, but......they didn't. Maybe the next time you could try and open it when you get into the room. From my experience the few times that I have had to call for something, they came right away and things were fixed pronto. I usually call this our "move-in" time. We totally unpack, try everything out, etc. and then we feel we can relax and enjoy our vacation!

 

[Maistre Gracey]

I agree with most here. I don't see any reason to complain. The problem was addressed, and fixed in a timely fashion.

That being said, I also agree with earlier posters who wonder how housekeeping missed this. I thought they had to change linens between each guest.
I suppose the carpet cleaning machines could have run-a-muck, and wiped out the lower mechanism.

MG

 

[cbjl]

As for remaking the hide-a-bed...the sheets etc. are always kept in the closet of the master, not on the pull out itself.

So....
If, when you pull out the sofabed for the 1st time after check-in,
you find that there are already sheets on it...
*please* tell me that this does not mean they are leftover from the last guest

That's how we found our sofabed at BWV (1BR) in Dec, and we assumed that housekeeping made it up for us, although I think there were extra linens in the closet. We hadn't used a pull-out before, so now I'm wondering if a pre-made sofabed was odd...

 

[dianeschlicht]

So....
If, when you pull out the sofabed for the 1st time after check-in,
you find that there are already sheets on it...
*please* tell me that this does not mean they are leftover from the last guest

That's how we found our sofabed at BWV (1BR) in Dec, and we assumed that housekeeping made it up for us, although I think there were extra linens in the closet. We hadn't used a pull-out before, so now I'm wondering if a pre-made sofabed was odd...

The older ones (with the uncomfortable bar) always had a mattress pad and sheets already on it, but the newer ones are not made up. Instead the bedding is in a zippered bag in the master closet. In fact, we found the bed difficult to fold up with sheets and blanket still on it.