The complaint has been investigated and
resolved to the customer's satisfactionResolved Disney World's Caribbean Beach Resort — Cleanliness of room!
resolved to the customer's satisfaction
My husband and I decided to go on a 4 day cruise to the Bahamas and then spend a week in Disney World for our honeymoon. Since we started with the Bahamas we decided to pick the Caribbean Beach Resort as our Disney hotel to stay in theme. When we arrived our room wasn't ready, which was fine, it gave us an opportunity to roam a park. We were told our bags would be delivered to our room. Sounds great. Oh I forgot to mention that my husband is wheelchair bound and we needed a handicap accessible room.
Upon returning from the park, we went to our room to find what looked like a poorly cleaned up crime scene. The green palm tree covered carpet had huge brown stains all over it in every area of the room. The walls were scuffed and peeling and had undetermined matter on them. The bed frame looked as if it had been kicked on one side and then there was some undetermined matter smeared on it as well.
Needless to say I was very upset. I called the front desk to complain and they acted as if I was exaggerating, but wouldn't send the manager to look at it. Instead they said they would have the housekeeping manager call me. He did, but he also would not come look at the room. I explained to him that for the amount of money I paid for this crap shack of a room, I could have stayed off WDW property and got a much nicer and cleaner room. He offered to send the cleaning crew and to comp us for 1 night. He said he would check to see if they had any other rooms available. We were unable to move to standard room because of the bathroom set up and the wheelchair access.
He found us another room. Hooray!!! WRONG!!! The walls and bed frame were cleaner but the carpet was just as much of a mess as the last room. We took because it looked cleaner and it was late.
The next day a resort employee knocked on the door to "status" the room. Basically she was to sent to see if we were happy. When she walked in I explained the problem with the other room and showed her the pictures that I had taken of the room the night before. She looked grossed out. She then noticed the carpet in the new room and immediately called the front desk to see if there was another room. They wanted to move us back to the room from the night before. NO WAY. She then proceeded to tell us that at least our room smelled good. Most of the rooms have a musty odor. She left and we left for a day at the parks.
There were no other rooms available and the ones that were not handicapped accessible that I saw, had carpet just as bad. Our room even had a mysterious wet spot in the carpet that couldn't be explained. The last 2 days of our trip our bathroom wasn't even cleaned. They replaced towels and that was it.
Overall I have to say that I would never suggest anyone stay at this resort. Disney should be ashamed. I am sending them a letter along with a copy of the pictures of that filthy mess they call a room. If you are interested in seeing any of the pictures, let me know.