A Question Before I Complain ... But I Might Anyway!

CouponGirl said:

Wow, I wonder if OP expected so many passionate responses!

Just curious... For those of you that mention that you left tips despite poor service, why did you leave a tip? Wouldn't that indicate you were pleased with the service? Do you tip at all hotels or just Disney? Maybe I am missing proper etiquette (as it's rare for me to go to a place and not just leave up the do not disturb sign), but it seems to me if you're not pleased with the job you wouldn't tip unless the tip is in hope of them doing a good job...

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I tip housekeeping starting on day 1 but I stop when they don't so their job.

I didn't read all the replies, apologies if I'm repeating.

Moms said:

When we arrived at the resort our room was not ready ... it was about noon and that's fine, but for what it is worth it was literally the first time we have ever not had our room ready when we arrived ... and we have often arrived well before noon. We have stayed on property about twenty times, moderate and deluxe and I know that we have no right to expect the room before 3:00 but it was notable in our experience.

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FWIW, whether or not your room is ready prior to 3pm is luck of the draw. Its solely dependent on the room's prior occupant and what time they leave. From there, housekeeping will need to turn the room over. If a hotel is not at capacity or the room's prior occupant has checked out early, then that could result in your room being ready early. Disney is often at or near capacity, so I never go expecting my room to be ready much earlier than early afternoon. Many will get lucky and get in during the morning, but its just luck.

Moms said:

We try to be conscientious and keep our room tidy to make the servicing easier, we always tip the housekeeper and dutifully place the "occupied" sign out when we are in the room. Could it be that they were not happy with out request for early service? I know they start early so "before noon shouldn't have been an issue.

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We stayed at POR last summer and had similar issues that you described. I can only assume that they are shorthanded on housekeepers, especially with the new option to forego housekeeping entirely. Or maybe its that housekeepers have so many rooms to clean that they try to get through each as quickly as possible. Or perhaps your room was near the end of a shift so their cart was emptied out of supplies by the time they got to you. None of it is a good excuse, especially at a deluxe resort. In our experience, our coffee and toiletries were never replenished, dirty mirrors from prior guests, and a gold piece of confetti was on the carpet from some prior guest and remained there for the duration, telling us the carpet wasn't vacuumed or the housekeeper was in such a rush that they didn't notice it.

Moms said:

has Disney cut back on amenities?

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They've installed the dispensers for toiletries in many resorts, so I believe they are phasing out the travel size amenities. Perhaps that's why they didn't replenish yours? Who knows!

Tink-osophy said:

I hope you are surprised this time around and have excellent housekeeping - as well as a fabulous time, generally, of course!

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Thanks, Tink We will have a great 50th anniversary celebration. I do hope we don't have to waste time with this simple issue again.

Ninja Mom said:

I would, but it's abundantly clear that management doesn't care anymore. They are conducting business by following a model of "Let's see what kind of poor service we can get away with" in conjunction with "Lets see how much more we can charge". Disney Management is counting on the fact that there is an endless stream of suckers that can be duped into paying premium prices for a less than stellar vacation experience.

Most people taking Disney vacations do not follow social media so they are not aware of just how far the experience has eroded. I'm sure there are a good number of guests that have never even been to Disney before. They have zero reference concerning the brand excellence that Disney has prided itself on, and marketed to people, to justify their astronomical pricing.

This is not to say that the CM's don't care, I think the majority of them do and they are not happy with this "New Disney Style" approach. The fault for these problems goes directly to poor management.

~NM

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Yikes! I honestly do not believe most Disney guests are suckers. Just the posited, in fact. There is an expectation of services that above those elsewhere. I have only had one less than stellar experience and I addressed it at the hotel and then again upon my return. I was take very seriously when I made my concerns known once I got home. While they were not ignored when we were at the resort, the issues just kept on coming and that was why I felt strongly that guest services needed to be apprised of the situation.

I really believe that if you addressed your concerns and they were not addressed, you should let guest services know. Mistakes happen, but if the mistakes are not rectified and are ongoing, someone should be notified.

nkereina said:

I didn't read all the replies, apologies if I'm repeating.



FWIW, whether or not your room is ready prior to 3pm is luck of the draw. Its solely dependent on the room's prior occupant and what time they leave. From there, housekeeping will need to turn the room over. If a hotel is not at capacity or the room's prior occupant has checked out early, then that could result in your room being ready early. Disney is often at or near capacity, so I never go expecting my room to be ready much earlier than early afternoon. Many will get lucky and get in during the morning, but its just luck.

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Yup. I will also note that since you don’t technically have to tell the front desk you are leaving (at least as long as you had a valid credit card on your room - maybe just for US residents?), that could result in a lot of rooms not showing as available for cleaning until after 11.

I know this morning I was heading to MK for EMH and some last-day park time, and I checked with the desk to let them know I was out and see if I needed to do anything and she said I was good. But then said “What was your room number? I can go ahead and mark you out so they can get it cleaned early.” (This was at Sports.)

We just came back from AKL & had similar issues, mainly not replacing dirty glasses, coffee cups, and coffee. Also, not emptying garbage. We came back one day to find the toilet paper holder on the bathroom counter. I guess they were going to put on a new roll but either got interrupted or forgot. So I went ahead & grabbed the extra roll on the toilet to put on the holder & found a bloody piece of toilet paper hidden in the hole.

Dug720 said:

Yup. I will also note that since you don’t technically have to tell the front desk you are leaving (at least as long as you had a valid credit card on your room - maybe just for US residents?), that could result in a lot of rooms not showing as available for cleaning until after 11.

I know this morning I was heading to MK for EMH and some last-day park time, and I checked with the desk to let them know I was out and see if I needed to do anything and she said I was good. But then said “What was your room number? I can go ahead and mark you out so they can get it cleaned early.” (This was at Sports.)

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Agreed . When we are leaving a hotel ( Disney or not) we either stop by the front desk , checkout via the TV or call on the phone ( if the option is available) so they know the room is now empty. Due to our plans it is rare we have ever been still in the room ( at any hotel) after 9:00am

As a retired supervisor of staff whose job was public service ..... constructive feedback about how services are being provided, or not, is important to managers. Don't be shy about copying more senior levels in the Disney Corporation. Having to "ask" for basic levels of service is not quality service. And now ... think all of all the fun you guys had on that trip!

Moms said:

I did not complain while we were there because sometimes that backfires

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When does complaining to Disney EVER backfire? You had grounds to make multiple complaints.

nkereina said:

They've installed the dispensers for toiletries in many resorts, so I believe they are phasing out the travel size amenities. Perhaps that's why they didn't replenish yours? Who knows!

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Wait, what??? I only heard about this at Pop...which other resorts have them now?

KrazeeK120 said:

Wait, what??? I only heard about this at Pop...which other resorts have them now?

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Currently being installed at POFQ as part of the room refurb.

dansdad said:

Currently being installed at POFQ as part of the room refurb.

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And I would imagine they will go into the AllStars when they get the hospital refurb as well.

If they are short staffed in cleaners than they are also short staffed in laundry. It's a big circle. Ive never worked for Disney, but every hotel I've ever worked at had almost all laundered items in rotation. Short on items, short on staff and ya you are going to have trouble getting things replenished.

Stillcindersmella said:

If they are short staffed in cleaners than they are also short staffed in laundry. It's a big circle. Ive never worked for Disney, but every hotel I've ever worked at had almost all laundered items in rotation. Short on items, short on staff and ya you are going to have trouble getting things replenished.

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The oddest thing I can't figure out is we hang towels which I've always thought means we're using them again. Every time they take them. Not once have they left them. Not at any resort

I'm sympathetic to the OPs position. I have had less than stellar Disney hotel experiences as well and don't complain then and there. It's usually a series of small shortfalls throughout the stay that in aggregate would warrant a call, but in the heat of the vacation, I don't bother complaining and just suck it up.

Two years ago I stayed at the Poly. When first entering the room, I noticed sand in the shower. I then noticed dried toothpaste in the sink. I suppose I could have called but then I would need to hang around waiting for someone to show up and then awkwardly stand around while they cleaned. I ended up cleaning the sink myself with a wash cloth. We also saw an empty tray in the hall for 2 days straight. Again not a big deal, but I expect better for $500/night.

This past Christmas we stayed as Coronado Springs. On multiple days, we didn't get coffee replenished or ice bucket liners. I just dealt with it. Our final night was new-years eve. We got back to our room at 2:30 AM and the room was not touched. The pile of wet towels was still on the floor. That really irritated me since they totally skipped our room. We were paying top dollar Xmas week and no maid service at all. Fortunately I got towels delivered within 15 minutes but not servicing my room was inexcusable.

I have been staying at Disney hotels since 1991. I absolutely think service has declined. I am now surprised if service doesn’t come up short during one of my stays. I also believe “we can’t get enough maids” is a lame excuse. Pay them more and you will have plenty of excellent maids.

I think it's a good idea to address the issue at the time, because it ensures that Housekeeping managers are aware of the deficiencies. It IS inconvenient, problematic and irritating for the guest to have to detract from their vacation schedule to get what they've already overpaid for. If a guest chooses not to report it at the time, I certainly understand and I'm not gonna berate them on a message board because they tolerated the bad service.

I remember a stay at Beach Club several years back. 3 adults. We were at Epcot all day, got back to the room very late. Our room was short on something... towels or T.P., i can't remember. And some dirty places in the room. Not great, but we really just needed to go to bed. I started to open up the sofa bed, and the sheet was gritty... REALLY gritty. I was annoyed but figured I'd just tolerate it. I looked around the room for the top sheet & bedspread (usually present in a room that offers a sofabed)--no bedding anywhere. Sat down on the gritty sheet, and it was disgusting. I called housekeeping, and was on hold for 20+ min. My mother who was already in her bed got up and pulled the gritty sheet off... underneath is was a badly-decomposing slab of foam. It sent grit flying EVERYWHERE. I have no idea how many centuries old that foam was, but it was a major problem. I stayed on hold, on the phone, and my mom went down to front desk. She returned around midnight with a person who wanted to inspect the mattress BEFORE bringing items, but couldn't speak English very well. It was close to 1am before we got a usable mattress and the missing bedding & other supplies. The grit was left on the floor. No compensation was offered.

I doubt that we were the only room whose sofa foam was that aged. I hope it got onto management's radar, but it doubt it did.

That's how I remember my $432 night at the "deluxe" Beach Club. Way overpriced, dirty, inadequate, and inconvenient/problematic for the guest. And although I've returned to Disney for a couple short stays (for the transportation convenience and to give my nieces once-in-a-lifetime experiences), I'm aware that WDW sux for lodging cleanliness/care.

It's important for people to share their own experiences about a brand, when the brand has been offering poor service. It's important to inform other consumers about what they will and won't get at a Disney hotel. One thing is certain: Disney will have no motivation whatsoever to improve their bad lodging service until they become well-known for it. Currently, the message isn't being shared enough.

AngiTN said:

The oddest thing I can't figure out is we hang towels which I've always thought means we're using them again. Every time they take them. Not once have they left them. Not at any resort

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Only resort where they have left them during our stay is AKL-DH is all about reusing towels for a few days in a row. Me...not so much - I need a clean towel every time.

I can't use the resort toiletries (colored hair cause Momma ain't going gray-lol) but DH used to love the citrus shampoo. The new stuff gives me a headache too (the body wash) so now I bring my own body wash. I still have some Mickey Head bottles of shampoo and conditioner-and lots of their newer bottles and tons of the Elemis toiletries from DCL.

We tip daily but if we have ANY problems then we know to go to the front desk and not call via in room phone. If the person who posted about knowing the EXTENSION TO THE FRONT DESK would post it that would be great.

Even though I do not use the WDW toiletries - I do not like the big dispensers. The last couple of Home2suites have had shampoo and body wash only and no conditioner.

fireflyer said:

... It is inconvenient, problematic and irritating for the guest to have to detract from their vacation schedule to get what they've already overpaid for. If a guest chooses not to report it at the time, I certainly understand and I'm not gonna berate them on a message board because they tolerated the bad service...

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I agree. Ultimately, the responsibility lies with the company providing, and charging for, the products and services - not the customer paying to receive them.

...Particularly when dealing with a company like Disney (ie charging high prices and still riding a reputation of exceptional customer service), Guests shouldn't have to know in advance how to expect and solve problems. I know you have to plan that way for some vacations, but Disney resort vacations never used to be in that category, certainly not to this extent.

Issues and inconsistencies should be relatively rare and, when they arise, easy to communicate to CMs and, most importantly, solved by them promptly.

Guests shouldn't have to jump through hoops to get what they've paid for. Otherwise, Disney needs to review finances and funnel more money into these very basic areas.

Disney used to pride itself on attention to detail beyond the norm and it was true then! Now, there are increasing reports of below, even, average quality!

I want to relax and rely on them for a friendly welcome; a clean and maintained room; basic levels of respect and privacy; consistent enforcement of their advertised rules (re. smoking, flash photography, dogs) and so on. I want a Disney vacation on a Disney vacation! IYSWIM.