Mouse keeping--is this just an issue at Poly?

[AngiTN]

I have stayed at Disney Resorts every year for more than 20 years. The late housekeeping was NEVER an issue, until this year. I can understand if some people are fine with having late service. However, when we are paying some of the highest rates at Disney and leave our room every morning at 8:00 am and return and the room is still not serviced at 3:00 in the afternoon, it is unacceptable. In our case, housekeeping was noted in the system to be done daily by 12:00 PM, and it simply wasn't done. When you come back after spending 4-5 hours in the park, and you are unable to rest in your room because they still haven't gotten to it, it's not acceptable. We lost about 3-4 hours in our room every afternoon, because of housekeeping delays. That is not okay. We also found that after the room was serviced, it was done very poorly. Dirty glasses left on the table, no new glasses left, water in the ice bucket, dirty linens left several times, with no fresh linens left, no toiletries left when requested, no vacuuming...the day we arrived, there were toe nail clippings in our carpet. That is just gross.

Honestly curious, so if every guest in the resort were to leave at 8:00 and demand cleaning by 3:00 what do you suggest the resort do?

 

[Spencer Wright]

Honestly curious, so if every guest in the resort were to leave at 8:00 and demand cleaning by 3:00 what do you suggest the resort do?

good point, but I'm guessing a lot of people would not require a cleaning by three. Myself and family I've always gone with are always pretty much out the door by 8. However, we went with some different people last year who would sleep in till 9 or 10, therefore probably not demanding a cleaning by 3.

 

[AngiTN]

good point, but I'm guessing a lot of people would not require a cleaning by three. Myself and family I've always gone with are always pretty much out the door by 8. However, we went with some different people last year who would sleep in till 9 or 10, therefore probably not demanding a cleaning by 3.

Yes, I agree. It would be very unusual for that to happen. But it could, theoretically. Or at the very least, more than could be met by the staff based on needs such as turnover and such.
Rooms that are being vacated have to be cleaned by 3:00 for new guests to check in and that will more than likely take priority over returning guests who request cleaning by 3:00. They can only clean so many rooms by 3:00.
So I would really love to know what a resort is supposed to do when they can't meet the demand. The first to get pushed to a later time is returning guests, not vacated rooms that have to be ready for arriving guests.

 

[KrazeeK120]

I have stayed at Disney Resorts every year for more than 20 years. The late housekeeping was NEVER an issue, until this year. I can understand if some people are fine with having late service. However, when we are paying some of the highest rates at Disney and leave our room every morning at 8:00 am and return and the room is still not serviced at 3:00 in the afternoon, it is unacceptable. In our case, housekeeping was noted in the system to be done daily by 12:00 PM, and it simply wasn't done. When you come back after spending 4-5 hours in the park, and you are unable to rest in your room because they still haven't gotten to it, it's not acceptable. We lost about 3-4 hours in our room every afternoon, because of housekeeping delays. That is not okay. We also found that after the room was serviced, it was done very poorly. Dirty glasses left on the table, no new glasses left, water in the ice bucket, dirty linens left several times, with no fresh linens left, no toiletries left when requested, no vacuuming...the day we arrived, there were toe nail clippings in our carpet. That is just gross.

How did you lose 3-4 hours in your room? Housekeeping takes about 15 minutes.

I, personally, don't care about having beds made. If I'm in my room (anywhere, not just at Disney), I ask them to service the bathroom, trash, and towels and I just stay in the room. It's never been a problem anywhere. Obviously, you'd have to vacate if you wanted the entire room done.

 

[AngiTN]

How did you lose 3-4 hours in your room? Housekeeping takes about 15 minutes.

I, personally, don't care about having beds made. If I'm in my room (anywhere, not just at Disney), I ask them to service the bathroom, trash, and towels and I just stay in the room. It's never been a problem anywhere. Obviously, you'd have to vacate if you wanted the entire room done.

True, it doesn't take long at all. That sweet Housekeeper at CBR in June told us we could stay while she did our room if he wanted, since it was so hot. DGD and I always were heading to the pool, or already there. DH just stepped out to the little seating area that was right outside our door. It was shaded and cool enough that he was comfortable long enough for her to get our room finished but they don't even seem to have a problem if you want to stick around.

The time we were in the room before they'd gotten there we just did the unthinkable and sat on our unmade bed!

 

[quandrea]

This is not on the guests. The people advocating for Disney and arguing that guests are being unreasonable are out of line. As others have said, Disney rates are exorbitant. Wanting one's room serviced at a convenient time is a minimum level of service to expect from a hotel. It is on the housekeeping managers to deploy staff where they are needed most. It is not the guest's place to excuse or tolerate inconvenience.

As for losing 3-4 hours in one's room--I get that. I don't want to be in an unmade room. I want my bed made, I want clean towels. I want total use of my room. If I notify housekeeping of my morning departure and noon return time and state that I'd like housekeeping during that four hour interval, it is on housekeeping to figure it out.

 

[anniemae]

They aren't contracting out Housekeeping. The Housekeepers work for Disney, not a 3rd party. I don't get where this type of stuff starts. Well, I do but I don't get why people want to start that type of stuff.

We were told by housekeeping that an outside contractor did our room. As I stated before, on arrival day we got our text around 4:00 that our room was ready. We proceeded to the room and a housekeeper was in our room. She was surprised to see us and asked who told us our room was ready. We told her we received a text. She told us that she was waiting for her supervisor to inspect the room because it was done by an outside contractor. Normally she could approve, but because it was done by someone else, her supervisor had to sign off. I don't know what is so bad about a 3rd party. It's like when a company get swamped, they call in temps. My guess is that they cut some housekeeping staff to save money and when they get busy they call in some help. Or maybe we misunderstood her. Maybe it was a new housekeeper and the supervisor has to sign off on the new staff. I'm not saying Disney does or does not contract out housekeeping, but that is what we were told by our housekeeper.

 

[AngiTN]

We were told by housekeeping that an outside contractor did our room. As I stated before, on arrival day we got our text around 4:00 that our room was ready. We proceeded to the room and a housekeeper was in our room. She was surprised to see us and asked who told us our room was ready. We told her we received a text. She told us that she was waiting for her supervisor to inspect the room because it was done by an outside contractor. Normally she could approve, but because it was done by someone else, her supervisor had to sign off. I don't know what is so bad about a 3rd party. It's like when a company get swamped, they call in temps. My guess is that they cut some housekeeping staff to save money and when they get busy they call in some help. Or maybe we misunderstood her. Maybe it was a new housekeeper and the supervisor has to sign off on the new staff. I'm not saying Disney does or does not contract out housekeeping, but that is what we were told by our housekeeper.

I can see that they may call in some to help fill in. But I know for certain they have not contracted out the entire department

Though I do have to wonder about something she said, that seems confusing. The bold, if she didn't clean it and she couldn't approve the cleaning, what was she doing in there? Not that I'm asking you to answer the question, just putting the question that popped in my head out there

 

[AngiTN]

I hope those of you who demand a room clean by X time are able to get it next time.
Maybe there will be enough of the rest of us to give them the time to meet your needs. If we are back early, I'll sit on my unmade bed. It was me that slept in it, seems ok to sit on it too. No?
And when we do get back later that night, we'll enjoy our perfectly spotless room that we have no complaints about.

 

[anniemae]

I can see that they may call in some to help fill in. But I know for certain they have not contracted out the entire department

Though I do have to wonder about something she said, that seems confusing. The bold, if she didn't clean it and she couldn't approve the cleaning, what was she doing in there? Not that I'm asking you to answer the question, just putting the question that popped in my head out there

Oh yeah, that is what I meant, they call in help when they get busy. I agree they don't contract out the whole dept.

Not sure why she was in there, she seemed like some kind of supervisor. Like maybe she was in charge of the outside help. Then she was waiting for her supervisor to give the final sign off.

 

[KAT4DISNEY]

About the complaints for not being done by 3PM etc. I travel quite a bit and have for years. From my observations Disney falls below most other hoteliers in housekeeping timing. It is extremely rare that I ever see the normal housekeeping duties continuing into the later afternoon anywhere else. To expect similar timing from Disney doesn't seem out of line.

We were told by housekeeping that an outside contractor did our room. As I stated before, on arrival day we got our text around 4:00 that our room was ready. We proceeded to the room and a housekeeper was in our room. She was surprised to see us and asked who told us our room was ready. We told her we received a text. She told us that she was waiting for her supervisor to inspect the room because it was done by an outside contractor. Normally she could approve, but because it was done by someone else, her supervisor had to sign off. I don't know what is so bad about a 3rd party. It's like when a company get swamped, they call in temps. My guess is that they cut some housekeeping staff to save money and when they get busy they call in some help. Or maybe we misunderstood her. Maybe it was a new housekeeper and the supervisor has to sign off on the new staff. I'm not saying Disney does or does not contract out housekeeping, but that is what we were told by our housekeeper.

Honestly, that sounds like an easy pass for housekeeping - "oh, our people didn't do it". Even if they are having to bring in temp help it is Disney resort housekeeping. Who the actual person is doing the room matters not to the guest and should not matter with the cleaning.

 

[gina2000]

Overworked and undervalued employees don't stay for long. Hire more housekeepers so that rooms can be cleaned in a timely fashion and the employees aren't exhausted at the end of a shift. Raise the hourly working wage to attract their services. Treat your workers well and make them feel valued. That's how industries keep employees.

Everyone talks about taking breaks in the summer heat. A cleaned room is the logical choice if family members have had enough fun in the sun. Sometimes a pool just doesn't do it for cranky, overtired toddlers and adults.

Is the customer ever right on these boards?

 

[AngiTN]

Overworked and undervalued employees don't stay for long. Hire more housekeepers so that rooms can be cleaned in a timely fashion and the employees aren't exhausted at the end of a shift. Raise the hourly working wage to attract their services. Treat your workers well and make them feel valued. That's how industries keep employees.

Everyone talks about taking breaks in the summer heat. A cleaned room is the logical choice if family members have had enough fun in the sun. Sometimes a pool just doesn't do it for cranky, overtired toddlers and adults.

Is the customer ever right on these boards?

Of course they are. And unreasonable sometimes too. Goes both ways.
90% of our stays our room is cleaned by the time we come back in the afternoon.
10% of the time we have gotten a room that worked out to be in the later rotation of their timing
Someone gets the later timing.
Someone has to.
It was our turn.
I don't think it was the end of the world and it don't think Disney was giving me less for my money because of it.
And yes, I think they get lots wrong. This just isn't one of them.

 

[GF Girl]

How did it take 3 hours? Come back and room not touched. Requested service again, after it was already noted in the system by the manager, and they come another 2-3 hours later. And the housekeeping does not take 15 mins. My brother waited in the lobby area while they were cleaning, and they were in there for 45 mins. Hey, if you don't mind paying over $500 a night, and coming back to a room that hasn't been cleaned....more power to you. Like I said, we've been an annually guest at Disney for more than 20 years, and this has never happened before...EVER.

 

[Roxyfire]

Overworked and undervalued employees don't stay for long. Hire more housekeepers so that rooms can be cleaned in a timely fashion and the employees aren't exhausted at the end of a shift. Raise the hourly working wage to attract their services. Treat your workers well and make them feel valued. That's how industries keep employees.

Everyone talks about taking breaks in the summer heat. A cleaned room is the logical choice if family members have had enough fun in the sun. Sometimes a pool just doesn't do it for cranky, overtired toddlers and adults.

Is the customer ever right on these boards?

I think you have it right there. Sometimes, the customer needs to keep in mind the person and the reality. We all want to think we're in this magical wonderful place. There are real people there working hard to make that happen. We're on vacation and they're doing their job. Even in WDW, I think people should have reasonable expectations. A little empathy and respect is all it takes, we're all just human. If your room was skipped or not cleaned until 6 or 7 pm that seems unreasonable but it's not vacation ruining. They provide you a quick access to housekeeping for those exact matters. Advocate for yourself, but don't forget the human element.

 

[gina2000]

I've never been in a hotel (worldwide) where hotel rooms aren't finished by 3-:30. The staff starts early and completes their work by check in. All of the work...not just new check ins. Disney gets this wrong, very wrong. They want you to spend time at their resorts. They want you to buy DVC. Their service must be top notch for people to consider buying in. Sloppy hallways, trays left, and rooms that aren't cleaned within a reasonable time frame won't attract repeat customers or potential buyers.

And I am advocating for both the workers AND the consumer. One does not exist without the other. Human error? No problem. Repeat problems occurring to many customers? Problem.

 

[maxiesmom]

Apparently Disney can't hire enough staff. What would you suggest they do. 200 housekeepers can't do the work of 300 no matter how upset guests get

 

[anniemae]

About the complaints for not being done by 3PM etc. I travel quite a bit and have for years. From my observations Disney falls below most other hoteliers in housekeeping timing. It is extremely rare that I ever see the normal housekeeping duties continuing into the later afternoon anywhere else. To expect similar timing from Disney doesn't seem out of line.



Honestly, that sounds like an easy pass for housekeeping - "oh, our people didn't do it". Even if they are having to bring in temp help it is Disney resort housekeeping. Who the actual person is doing the room matters not to the guest and should not matter with the cleaning.

But there was nothing wrong with the room. It was spotless and perfect. She was just waiting for the supervisor to "sign off" on it. We were not complaining. If we had said, "the tub is filthy and was not cleaned." Then I could see them saying, "we didn't do it, a 3rd party did." But she had no reason to lie to us. She was very sweet, just confused as to why we were in the room since it was not signed off.

 

[AngiTN]

But there was nothing wrong with the room. It was spotless and perfect. She was just waiting for the supervisor to "sign off" on it. We were not complaining. If we had said, "the tub is filthy and was not cleaned." Then I could see them saying, "we didn't do it, a 3rd party did." But she had no reason to lie to us. She was very sweet, just confused as to why we were in the room since it was not signed off.

Sounds like someone did clear the room in the system the resort uses desk uses to assign rooms but didn't inform the person that was in your room, whoever it was. Maybe she was the one that didn't get informed correctly?

 

[anniemae]

Sounds like someone did clear the room in the system the resort uses desk uses to assign rooms but didn't inform the person that was in your room, whoever it was. Maybe she was the one that didn't get informed correctly?

Yeah, that is what it sounds like, the person in the room was not told it was cleared. It worked out though, she was very sweet and we offered to leave so she could do what she needed to, but she wouldn't hear of it. She said she would talk to her supervisor since the room was obviously in pristine condition.