Changes Coming to Housekeeping Services at Walt Disney World

[Animaniac93-98]

In related news...

Guests Can "Whistle While They Work" In the NEW Disney Enchanted Cleaning Experience®

In the tradition of such classic Disney animated films as "Cinderella" and "Sleeping Beauty", Walt Disney World® Resort guests can now take part in a new, interactive tour - Disney Enchanted Cleaning Experience® - where they too will feel like a Disney Princess® in training as they scrub, brush and sweep their way into the hearts of their fellow resort friends. Running from 10:00am to 6:00pm on Wednesdays, Fridays and Sundays, the experience includes a short training session, 30 minute counter service lunch break and tools for each participate, including a delicate apron (autographed by each guests' Princess of choice) and an exclusive collectible pin!

"One of the things our guests say they want to feel like the most when they visit Walt Disney World is a Disney Princess" explains Senior Tour Developer Mark Zen. "What better way for them to start their journey than the place where so many of our beloved heriones began theirs? On the floor of course! ...We hope everyone who participates will leave knowing they're one step closer to making their dreams come true."

Disney Enchanted Cleaning Experience® is available at all Walt Disney World® Resort hotels, excluding the Walt Disney World® Swan & Dolphin, Four Seasons® Orlando, Shades of Green® and the hotels of the Disney Springs® Resort Area. Cost is $119 per adult and $114 per child (tax & gratuity included). A 15% off discount is available to Walt Disney World® Resort Annual Pass Holders and Disney Vacation Club® members.









Or not

 

[Gabe1]

I don't know enough about this industry to know if Disney deluxe hotels can ever reach the level that the Four Seasons staff does in terms of cleaning and customer service. I just know, though, that they can do better.

All of this kinda is sad for me. I was a little kid when WDW opened, we went to DL prior to that. Disney was the benchmark from hotels to parks as far as industry standards. I remember the White Glove service they provided with pride. Not possible with the new Disney business model to even begin to compete with Four Seasons. Disney doesn't want to be of service any longer. Disney wants its guest to check in online. They no longer want to greet you in a nice lobby, just go to your room, they do not want the CM guest interaction of yesteryear.

If we go back over a year ago when the stock needed a boost and there was a hiring freeze, over time cut out we all quickly saw the in room care quickly decline. We saw it in the parks especially with trash and restrooms. Cutting staff and low-jacking their surviving staff won't cure the problem of not adequately staffing for the amount of guests in a park or resort.

Fans are pretty equally divided, the ones that are disappointed and the others that label disappointed guests as naysayers. Me I was disappointed that a room at a resort I stayed in for 20+ years no longer has a dresser for a 2 week stay. Seriously nowhere to unpack to.

I am frustrated with housekeeping over the last couple of visits. I am not frustrated with the mousekeepers. Cut the staff count, increase the rooms they have to clean in the same amount of hours? It isn't like the $$$ in revenue doesn't warrant housekeeping expenditure. Blah. It is the business model that has hurt Disney overall. And in return Fans are staying at upscale resorts like you have offsite, staying at some nice resorts within Universal. Me, I am a big fan of the Portifino at Universal. Charm and Clean.

The staff likely doesn't really need to be retrained to clean a room, it is basic and is what it is, routine and redundant. The resorts need adequate employees to cover the amount of rooms. They need maintenance be on top of maintaining like they did in yesteryear. And that goes back to funding that department once again. It isn't just housekeeping, grounds crews, restaurant staff. Even quick service dining venues at the resorts have horridly low amounts of staff. At high traffic times to have 2 clerks is inadequate. Disney needs to care once again to right the ship.

 

[Delgado]

Glad to hear this. I checked out of POP yesterday and we had really nasty drain flies in our tub. I thought it was odd when the tub was plugged at checkin...I guess the housekeeper thought she could hide them that way? If I had little kids and was giving them baths I would have freaked out. Not that it wasn't disgusting having little dark flies all around the tub. I left a note for housekeeping and nothing was done, so I finally just said something at checkout. The CM was completely disgusted and assured me someone would look at it ASAP. First time I've seen drain flies in a WDW resort!

We stayed at POPat the end of December through January and had the same issue. Those damn things were all over. We had a light out on the vanity and a drawer broken. With family staying in a connecting room we found out they had the same issues with the drain flies. I'm repulsed thinking about it now. I had a one year that had to shower the entire time we were there because of this. Poor kid just wanted to play in the tub! He was all shades of sad about that.

 

[roj2323]

I can tell you flat out the reason their housekeeping has started to suck is because they only hire Housekeepers with experience. Experienced Housekeepers bring their bad habits with them. Inexperienced house keepers on the other hand take a little longer to train but they tend to do the job as they were trained by Disney.

 

[angelahoward]

I was disappointed to find mold in the tub/shower when we stayed at Pop last May. But mostly I was appalled at all of the worms. I don't blame housekeeping for that, but it was pretty gross.

 

[xdan0920]

Egads sire . How do you cope staying in anything less than a suite. Your standards are obviously slipping.

Color me shocked as well. Who stays in a single room on a holiday? Where do you put your luggage in such an arrangement?

 

[King Panda 77]

Color me shocked as well. Who stays in a single room on a holiday? Where do you put your luggage in such an arrangement?

Not my problem. Why hire a butler and worry about luggage yourself

 

[Bacon]

I wonder if the 3rd party will suggest towel art?

Like towel Mickeys? Or like a print on the towel

 

[rle4lunch]

Been Seeing various posts about this on Twitter and other sites. Apparently, due to declining service in recent years, Disney is bringing in a third party to help retrain the cleaning staff at each WDW resort. Additional changes will be the hiring of additional personnel, including management positions, to make certain that guest experience is improved in terms of room cleanliness and upkeep.

I have to say that I can agree that room quality has not been consistent, as we always change which resorts we stay in for each visit. Also, the addition of a Four Seasons on property can really highlight what world class guest service can be like, at price points comparable or even slightly less than some of the deluxe resorts on site. We have stayed at the Four Seasons in Orlando and it is breathtaking, and the service is top-notch, along with the quality and cleanliness of the rooms.

I hope that Disney does move to keep their resorts cleaner and their staffs friendlier. For what they charge this shouldn't even be in doubt.

Yes, and hopefully they'll be able to communicate through the spoken language. Our stay at GF two months ago proved to be difficult to get just an extra set of towels from the housekeeper, ending in us having to track someone down in management that could understand what we were asking for. "no service today, just fresh towels". -cocked head and quizzical look ensue- Not good for a $450/night resort.

 

[Lets Respect]

One area they need to work on are the attitudes of the women who answer the phone when you hit the Housekeeping button the phone. Those women are mean. No customer service attitude, they argue back with you, they lie. On and on. It's about the same level of customer service as one might receive when trying to track down a package that Lasership lost.

The front desk people are generally hopeless if you do go down to voice a concern. If you get a College Program kid, forget it, you might as well just come back later. Maybe they are terrified of the women who answer the phone at Housekeeping too.

The housekeepers I suspect aren't being given enough time per room to do a proper cleaning. That's what it always looks like to me. It looks like my house when I half- a cleaning but I want to make sure things are still at least hygienic. Are some of the housekeepers lazy? Probably, there are lazy people in every job. But that isn't the main problem IMO. And you always need checks when it comes to housekeeping.

The average Marriott property, I'm talking like a Hampton Inn or a Residence Inn, has a higher standard of room cleanliness than even the Deluxe Disney resorts (and all resorts should be clean don't get me wrong), in my experience. Maybe they are going to get Marriott to come in and re-organize for them. What they should do is just outsource the entire housekeeping service. Maybe the entire resorts.

 

[Bocabear]

In related news...

Guests Can "Whistle While They Work" In the NEW Disney Enchanted Cleaning Experience®

In the tradition of such classic Disney animated films as "Cinderella" and "Sleeping Beauty", Walt Disney World® Resort guests can now take part in a new, interactive tour - Disney Enchanted Cleaning Experience® - where they too will feel like a Disney Princess® in training as they scrub, brush and sweep their way into the hearts of their fellow resort friends. Running from 10:00am to 6:00pm on Wednesdays, Fridays and Sundays, the experience includes a short training session, 30 minute counter service lunch break and tools for each participate, including a delicate apron (autographed by each guests' Princess of choice) and an exclusive collectible pin!

"One of the things our guests say they want to feel like the most when they visit Walt Disney World is a Disney Princess" explains Senior Tour Developer Mark Zen. "What better way for them to start their journey than the place where so many of our beloved heriones began theirs? On the floor of course! ...We hope everyone who participates will leave knowing they're one step closer to making their dreams come true."

Disney Enchanted Cleaning Experience® is available at all Walt Disney World® Resort hotels, excluding the Walt Disney World® Swan & Dolphin, Four Seasons® Orlando, Shades of Green® and the hotels of the Disney Springs® Resort Area. Cost is $119 per adult and $114 per child (tax & gratuity included). A 15% off discount is available to Walt Disney World® Resort Annual Pass Holders and Disney Vacation Club® members.









Or not

OMFG That is hysterical!!!!!

 

[Dead2009]

So this wonderful lady is coming?

 

[Grimley1968]

So this wonderful lady is coming?

Or this guy:

 

[L.C. Clench]

One area they need to work on are the attitudes of the women who answer the phone when you hit the Housekeeping button the phone. Those women are mean. No customer service attitude, they argue back with you, they lie. On and on. It's about the same level of customer service as one might receive when trying to track down a package that Lasership lost.

The front desk people are generally hopeless if you do go down to voice a concern. If you get a College Program kid, forget it, you might as well just come back later. Maybe they are terrified of the women who answer the phone at Housekeeping too.

The housekeepers I suspect aren't being given enough time per room to do a proper cleaning. That's what it always looks like to me. It looks like my house when I half-**** a cleaning but I want to make sure things are still at least hygienic. Are some of the housekeepers lazy? Probably, there are lazy people in every job. But that isn't the main problem IMO. And you always need checks when it comes to housekeeping.

The average Marriott property, I'm talking like a Hampton Inn or a Residence Inn, has a higher standard of room cleanliness than even the Deluxe Disney resorts (and all resorts should be clean don't get me wrong), in my experience. Maybe they are going to get Marriott to come in and re-organize for them. What they should do is just outsource the entire housekeeping service. Maybe the entire resorts.

This reminds me of our last stay at Pop where they didn't replenish the plastic cups or ice bucket liner for two days. I called the line and after explaining why we needed these things when they went someone we got 1 liner and two cups. The next day no liner and no cups so I went to the lobby and the girl there was super nice but referred me to the food court for drink cups. Luckily a manager overheard the conversation and when I retold he story she said they didn't have the items there but she'd have them delivered to the room. By the time I got back my wife had a bag with 5 liners and 20 cups. Slight overkill on the cups but it really shouldn't be that much work for 3 cent items.

 

[OliveMcFly]

I did read that they are hiring new management as well. Maybe housekeeping was lacking as work wasn't being checked by supervisors?
We're staying at POP next month and I'm sick to my stomach reading some of these comments. We are vocal people when it's come to cleanliness of our room. Fingers crossed we don't have any issues.

 

[Raineman]

I definitely think housekeeping is an issue, but I think that maintenance at WDW resorts is just as much of an issue.We stayed at Pop in March, and the room was clean, but it looked...tired would be the best word. Or used. The bathtub and shower were showing signs of wear, the shower head leaked, the furniture had small chips/scratches on them, etc. I don't want to sound like I am complaining, and I realize the value for $ you get at a WDW resort room is less than at a hotel outside of Disney property, but the cost per night at Pop gets you a room that is not nearly as well-appointed or clean-looking as a room you would get for the same price at a Hampton Inn or Marriott.

 

[rael ramone]

My thoughts are all over the place on this one...

Upping cleanliness, if it results in this and is maintained, is a positive. If you genuinely need outside help, get it.

But it seems (like others have said) that they want to find a way to 'value engineer' a way to get the place cleaner, instead of simply looking at what the very same resort did as Standard Practice for years.

Staff appropriately, and pay them a premium service wage for the premium service that guests rightly expect at that price point.

 

[Bolna]

Racial slur??? How is saying that the majority of Disney housekeeping is from Haiti, and DCL's from Asia a slur???

Not getting into a debate whether it is slur or not. However, the statement is not true. A large part of the housekeeping staff on DCL is from various Caribbean islands, especially Jamaica. Yes, there are also plenty from Asia. But unless someone has access to DCL's employment files, my observation is that you cannot make out a specific majority.

 

[Bolna]

I am wondering if not one of the main reasons for this "retraining" is that Disney is finally realizing that their low housekeeping standards harm themselves. The upkeep of rooms has become more and more of a problem and I am sure it is due to housekeeping not taking the time to check things and even if they notice them to not report them. This not only damages guest satisfaction, but also can mean a financial burden. The little thing that would have been cheap and easy to fix becomes worse and worse the longer it stays damaged. And finally they might have remembered Walt Disney's idea that the cleaner you keep the place, the better guests will treat it.

 

[DDLand]

This is surprisingly introspective for a Resort that has seemed pretty sure of itself. Does anyone recall if one of their recent hires came from the hospitality business? This is disruptive. Realizing there's a problem is exactly the opposite of what most in a bureaucracy would want to admit.

I recall a story from the days when George K. was head of Grand Floridian. Someone complained that a reception they were having on a lawn was going to be too muddy and wet following a rainstorm. He immediately called his entire team to action. With little other choice, he ordered everyone to literally dry off the grass with towels. There he was, General Manager, along with the rest of his team all on their knees drying grass for a good experience.

What happened to that type of service?

I say good for Walt Disney World. They have some really truly excellent properties. Better maintaining and managing them would be superb. To be honest, it feels like you get roughly the same quality of service across the lineup. More differentiation would be appropriate.

I suspect part of the problem is occupancy numbers. Apparently both moderates and values are very strong. Deluxe has continued to lag. Asking the big question of why, probably yielded this uncomfortable result. I applaud leadership for committing to these improvements, they should do more of this sort of soul searching.