~ HoJo's ~ UPDATE ~ WE JUST RETURNED!!! Please read post 88!!!!!

[MommyWithDreams]

Okay all my DL DISer's, I have an UPDATE! I emailed Jonathan late last night as he requested! I was out all morning and just got in and in the meantime Jessica had emailed me (this a.m.) from HoJo's!

Jessica asked me to call her! I just did and she was AWESOME! She offered me a KING room in Building 2 with a VIEW all for the $59.00 rate!

I am so excited! Yeah! So HAPPY BIRTHDAY TO ME!!!

So HoJo's has turned my frown upside down!!!

Excellent news! HOJO's is #1 in my book regarding the rooms and their customer service.

 

[momrek06]

yeahhh *hugs* happy bday

Karen that is great news!

Excellent news! HOJO's is #1 in my book regarding the rooms and their customer service.

 

[pixiewings71]

You can actually book online with both the AP and ET rates with the codes lnap or lnep (I had said lkap and ep before, but it's ln). If there are rooms available on those dates for the special rates, it works just fine.

Yes but that only works if every day of your stay is available at the Ent Rate. I have much much better luck calling in house and speaking with them directly.

Okay all my DL DISer's, I have an UPDATE! I emailed Jonathan late last night as he requested! I was out all morning and just got in and in the meantime Jessica had emailed me (this a.m.) from HoJo's!

Jessica asked me to call her! I just did and she was AWESOME! She offered me a KING room in Building 2 with a VIEW all for the $59.00 rate!

I am so excited! Yeah! So HAPPY BIRTHDAY TO ME!!!

So HoJo's has turned my frown upside down!!!

YAY!!!! I knew they would make right by you!!

 

[momrek06]

YAY!!!! I knew they would make right by you!!

YAY!!!! I am so happy, pixie!!!!

 

[DangerMouse]

Great news, Karen. I knew the good people at the HoJo would do what they do best -- most excellent customer service!

 

[momrek06]

Great news, Karen. I knew the good people at the HoJo would do what they do best -- most excellent customer service!

They are indeed "good people", DM!

YEAH!!!

 

[CrazyDuck]

Great news, Karen. I knew the good people at the HoJo would do what they do best -- most excellent customer service!

If it was excellent customer service they should have given her the price that was advertised in the first place... Instead they wait until she complains on a public forum to do the right thing.... Just sayin!

ETA... I like to stir the pot!

 

[DangerMouse]

ETA... I like to stir the pot!

really? I hadn't noticed.

Sure, it may have took this complaint on a public forum for the General Manager to realize that this timing issue pops up often enough to train his reservations staff to follow new procedures.

What other Anaheim area hotel is scanning public forums in order to ensure that they are giving the very best customer service? And on a Sunday night no less?

 

[MommyWithDreams]

really? I hadn't noticed.

Sure, it may have took this complaint on a public forum for the General Manager to realize that this timing issue pops up often enough to train his reservations staff to follow new procedures.

What other Anaheim area hotel is scanning public forums in order to ensure that they are giving the very best customer service? And on a Sunday night no less?

 

[nottellin']

If it was excellent customer service they should have given her the price that was advertised in the first place... Instead they wait until she complains on a public forum to do the right thing.... Just sayin!

I agree with this. Why did it take being on a public forum for them to offer her the good customer service? What about the people it has happened to that didn't come here to complain. Hojo should have made it 'right' to begin with.

I know that I won't be staying at Hojo anytime soon. With the cancellation policy and this I would rather go somewhere else.

 

[jory29]

Any time I have had any requests or possible concerns with a future stay at Hojo's, I have always received exemplary personalized customer service from all of the staff, and would never consider airing all of it on a public forum first.... those posters who feel that the the public forum post here was to create a need for the management of Hojo's to respond to the issue at hand publicly are being unfair, I feel, as Hojo's has always proven to provide top notch customer service to their clients... not to say OP did so to garner more attention, I feel she had genuine concerns - and was courteous enough to respond cheerfully in an update about how awesome Hojo's management was to respond to her complaint. Those who feel that the OP created this thread and received attention from management only because she aired her grievances on a public forum are sadly mistaken in what Hojo's customer service is all about. Had the OP written a private letter or email to management, all would have been addressed in a more than satisfactory means, in the same manner in which it was addressed publicly. Hojo's has a superior standard of service to all guests, and it clearly shows.

 

[Funball]

i think and agree with dreams that HOJO should honor the price that is on the website, after all other people saw that price to, so karen probably was not the only one-and therefore yes they should honor it..that would be like giving a kid a cookie and then taking it away before he gets a bite of it and telling that kid he can't have it.. it's just wrong!

 

[Funball]

really? I hadn't noticed.

Sure, it may have took this complaint on a public forum for the General Manager to realize that this timing issue pops up often enough to train his reservations staff to follow new procedures.

What other Anaheim area hotel is scanning public forums in order to ensure that they are giving the very best customer service? And on a Sunday night no less?

ohh. what if maybe they are a disboard member.... ..or not. who knows. but the thing is, price that advertised is the price they should of gave

 

[chrissiecutie]

If it was excellent customer service they should have given her the price that was advertised in the first place... Instead they wait until she complains on a public forum to do the right thing.... Just sayin!

ETA... I like to stir the pot!

Ha! You are SO right!

After reading this entire thread, I'm curious as to what "really" happened. I admit, I'm a bit confused...did the OP call on a weekend and was thus transferred to the central res system? If so, that would obviously make a difference. Or did the OP get the Jessica in house and Jessica just dropped the ball??

Frankly, if HoJo's is advertising a date as AVAILABLE on their website at a discounted rate, then they MUST honor it up until that date is pulled from the website.

So even if the OP got Jessica at the in-house res line, Jessica SHOULD have honored the AP rate because it was (and correct me if I'm wrong, it still is) listed as available on their website.

It is the HoJo's responsiblity to monitor and update their website. If they fail to do so in a timely and accurate manner, then the simply must honor what they advertise.

I agree that it's not really "great" customer service for the OP to have to go through ALL of this just to get the advertised rate. I'm glad HoJo's fixed it for her but really, what else were they going to do?? Quite honestly, any hotel or any good customer service rep would have done this. It's just standard procedure...when someone complains, you fix it and you throw in a little something extra...hence the "view" room the OP got. This isn't "stellar" customer service, it's just standard...

With that said...my family likes the HoJo's but I don't stay here for the customer service. I stay here for the kids water park, clean facilities and the ET rate. I have a sneaking suspicion that I'm not alone in this....

 

[momrek06]

OP, here. I will answer your questions in red, ok.

After reading this entire thread, I'm curious as to what "really" happened. I admit, I'm a bit confused...did the OP call on a weekend and was thus transferred to the central res system? If so, that would obviously make a difference. Or did the OP get the Jessica in house and Jessica just dropped the ball??

I read on these forums about HoJo's and after staying at CCI (which was lovely) decided let's try another hotel. (We do mostly day trips.) I read the HoJo's threads on the DIS as to the new cancellation policies as well. I decided to go on the HoJo's discussion boards and it was there that I saw a thread about AP holder discounts. Clicked on the thread and saw the exact date I wanted, Sunday March 6th, standard king room, $59.00. In this thread it stated to call directly to HoJo's in Anaheim at 714-776-6120 and ask for In-House ressies which I did last Saturday morning (1-29-11). I asked who I was speaking to and she identified herself as Jessica. I did not get Central Reservations, I was talking directly to Anaheim.

Frankly, if HoJo's is advertising a date as AVAILABLE on their website at a discounted rate, then they MUST honor it up until that date is pulled from the website.

This exactly what I said to Jessica, 'it's on your website, Jessica, I am looking at it as we speak on the phone", "well, I'm sorry, they were all changed this morning" … this is what bothered me the most. I am looking at the rate and yet it changed that morning. It actually was on their website right up until Monday (1-31-11), as I was able to view it on Sunday when I c&p'ed it and posted it on this thread.

So even if the OP got Jessica at the in-house res line, Jessica SHOULD have honored the AP rate because it was (and correct me if I'm wrong, it still is) listed as available on their website.
Absolutely. That was my thought.

It is the HoJo's responsiblity to monitor and update their website. If they fail to do so in a timely and accurate manner, then the simply must honor what they advertise.

I agree that it's not really "great" customer service for the OP to have to go through ALL of this just to get the advertised rate. Go through all what.

I'm glad HoJo's fixed it for her but really, what else were they going to do? Quite honestly, any hotel or any good customer service rep would have done this. It's just standard procedure...when someone complains, you fix it and you throw in a little something extra...hence the "view" room the OP got. This isn't "stellar" customer service, it's just standard...

With that said...my family likes the HoJo's but I don't stay here for the customer service. I stay here for the kids water park, clean facilities and the ET rate.

Well maybe, you have NOT needed to use their customer service as of yet. I definitely felt they needed to know that what their WEBSITE was saying was NOT what In-House Ressies was saying.

All in all, I am thrilled with HoJo's and plan on having an awesome birthday weekend at DISNELYAND!!!

 

[luvsmickey1968]

I have to say that I have been reading this thread and I really do not understand why so many people feel that if Hojo's advertises a rate and that advertisment includes the fact that the rates are subject to availibility and may open or close without notice, that they should have to honor the rate no matter what.
If a store advertises something on sale and indicates that quantities are limited, if you get to the store and they don't have the product, they are not expected to give you something better. Right!
I constantly get e-mails from other hotels via their loyalty cards telling me that I can get stays at great prices but inevitably when I check for the hotel I want for the dates I want, they are not available. Should I expect every hotel for every date I want to be available?
The Entertainment Rate has always been an excellent value. Before they began posting the dates, you had to call them or put individual dates into their website to see if they were available. They then began posting them which was a great help to anyone looking to see if they could book their stay at the Entertainment Rate.
When I wish to book a stay at Hojo's, I look to see their advertised rates and then I check with their website to see if it is still available or a call them direct. I have never thought that just because it is posted, it is available and I think they have made that very clear!
It seems that anytime something better than the norm is offered, someone has to complain about it because they didn't get what they wanted. It reminds me of a former employer that gave us a nice bonus one year after a particularly good year. The next year everyone expected the same or better and were very negative when it was less. It seems an expectation was created and what was once a positive thing became a negative thing. Due to the expectations and negativity, it was decided that a yearly bonus would no longer be considered.
I for one will be staying at Hojos on my next visit and I booked part of my stay at the Entertainment Rate after checking the Hojo boards and then confirming that the rate was available by calling Hojo's directly.
I am genuinely worried that all this negativity may cause Hojo's to stop offering the Entertainment Rate and then I guess everyone who didn't get what they wanted will be pleased when no one is getting the good rate.
Is that what everyone wants?

 

[Sally_fan]

I have to say that I have been reading this thread and I really do not understand why so many people feel that if Hojo's advertises a rate and that advertisment includes the fact that the rates are subject to availibility and may open or close without notice, that they should have to honor the rate no matter what.
If a store advertises something on sale and indicates that quantities are limited, if you get to the store and they don't have the product, they are not expected to give you something better. Right!
I constantly get e-mails from other hotels via their loyalty cards telling me that I can get stays at great prices but inevitably when I check for the hotel I want for the dates I want, they are not available. Should I expect every hotel for every date I want to be available?
The Entertainment Rate has always been an excellent value. Before they began posting the dates, you had to call them or put individual dates into their website to see if they were available. They then began posting them which was a great help to anyone looking to see if they could book their stay at the Entertainment Rate.
When I wish to book a stay at Hojo's, I look to see their advertised rates and then I check with their website to see if it is still available or a call them direct. I have never thought that just because it is posted, it is available and I think they have made that very clear!
It seems that anytime something better than the norm is offered, someone has to complain about it because they didn't get what they wanted. It reminds me of a former employer that gave us a nice bonus one year after a particularly good year. The next year everyone expected the same or better and were very negative when it was less. It seems an expectation was created and what was once a positive thing became a negative thing. Due to the expectations and negativity, it was decided that a yearly bonus would no longer be considered.
I for one will be staying at Hojos on my next visit and I booked part of my stay at the Entertainment Rate after checking the Hojo boards and then confirming that the rate was available by calling Hojo's directly.
I am genuinely worried that all this negativity may cause Hojo's to stop offering the Entertainment Rate and then I guess everyone who didn't get what they wanted will be pleased when no one is getting the good rate.
Is that what everyone wants?

I agree 100% & could not have said this better myself! Every time I call, even though I have seen it posted on their website before I make said call, I ALWAYS ask if the ET rate is still available, cross my fingers & hope that I am not too late. This is because of the "**Please note that these rates are subject to availability and may open or close without notice." disclaimer printed in red above the dates listed. I don't know but it seems to me that they have covered their butts on this one.

I am however happy that the OP is happy with the outcome of this situation & received awesome customer service from HoJo as always.

 

[jory29]

I stand by what I stated earlier:

Any time I have had any requests or possible concerns with a future stay at Hojo's, I have always received exemplary personalized customer service from all of the staff, and would never consider airing all of it on a public forum first.... those posters who feel that the the public forum post here was to create a need for the management of Hojo's to respond to the issue at hand publicly are being unfair, I feel, as Hojo's has always proven to provide top notch customer service to their clients... not to say OP did so to garner more attention, I feel she had genuine concerns - and was courteous enough to respond cheerfully in an update about how awesome Hojo's management was to respond to her complaint. Those who feel that the OP created this thread and received attention from management only because she aired her grievances on a public forum are sadly mistaken in what Hojo's customer service is all about. Had the OP written a private letter or email to management, all would have been addressed in a more than satisfactory means, in the same manner in which it was addressed publicly. Hojo's has a superior standard of service to all guests, and it clearly shows.

I have to say that I have been reading this thread and I really do not understand why so many people feel that if Hojo's advertises a rate and that advertisment includes the fact that the rates are subject to availibility and may open or close without notice, that they should have to honor the rate no matter what.
If a store advertises something on sale and indicates that quantities are limited, if you get to the store and they don't have the product, they are not expected to give you something better. Right!
I constantly get e-mails from other hotels via their loyalty cards telling me that I can get stays at great prices but inevitably when I check for the hotel I want for the dates I want, they are not available. Should I expect every hotel for every date I want to be available?
The Entertainment Rate has always been an excellent value. Before they began posting the dates, you had to call them or put individual dates into their website to see if they were available. They then began posting them which was a great help to anyone looking to see if they could book their stay at the Entertainment Rate.
When I wish to book a stay at Hojo's, I look to see their advertised rates and then I check with their website to see if it is still available or a call them direct. I have never thought that just because it is posted, it is available and I think they have made that very clear!
It seems that anytime something better than the norm is offered, someone has to complain about it because they didn't get what they wanted. It reminds me of a former employer that gave us a nice bonus one year after a particularly good year. The next year everyone expected the same or better and were very negative when it was less. It seems an expectation was created and what was once a positive thing became a negative thing. Due to the expectations and negativity, it was decided that a yearly bonus would no longer be considered.
I for one will be staying at Hojos on my next visit and I booked part of my stay at the Entertainment Rate after checking the Hojo boards and then confirming that the rate was available by calling Hojo's directly.
I am genuinely worried that all this negativity may cause Hojo's to stop offering the Entertainment Rate and then I guess everyone who didn't get what they wanted will be pleased when no one is getting the good rate.
Is that what everyone wants?

There is a disclaimer, and this is exactly why it's there. Hojo's made it clear on the discussion forum where the rates are posted: **Please note that these rates are subject to availability and may open or close without notice."** luvsmickey1968 has made excellent, valid points.

 

[longtimedisneylurker]

I have to say that I have been reading this thread and I really do not understand why so many people feel that if Hojo's advertises a rate and that advertisment includes the fact that the rates are subject to availibility and may open or close without notice, that they should have to honor the rate no matter what.
If a store advertises something on sale and indicates that quantities are limited, if you get to the store and they don't have the product, they are not expected to give you something better. Right!
I constantly get e-mails from other hotels via their loyalty cards telling me that I can get stays at great prices but inevitably when I check for the hotel I want for the dates I want, they are not available. Should I expect every hotel for every date I want to be available?
The Entertainment Rate has always been an excellent value. Before they began posting the dates, you had to call them or put individual dates into their website to see if they were available. They then began posting them which was a great help to anyone looking to see if they could book their stay at the Entertainment Rate.
When I wish to book a stay at Hojo's, I look to see their advertised rates and then I check with their website to see if it is still available or a call them direct. I have never thought that just because it is posted, it is available and I think they have made that very clear!
It seems that anytime something better than the norm is offered, someone has to complain about it because they didn't get what they wanted. It reminds me of a former employer that gave us a nice bonus one year after a particularly good year. The next year everyone expected the same or better and were very negative when it was less. It seems an expectation was created and what was once a positive thing became a negative thing. Due to the expectations and negativity, it was decided that a yearly bonus would no longer be considered.
I for one will be staying at Hojos on my next visit and I booked part of my stay at the Entertainment Rate after checking the Hojo boards and then confirming that the rate was available by calling Hojo's directly.
I am genuinely worried that all this negativity may cause Hojo's to stop offering the Entertainment Rate and then I guess everyone who didn't get what they wanted will be pleased when no one is getting the good rate.
Is that what everyone wants?

Totally agree and something I've pointed out more than once myself.

 

[blackjackdelta]

I have read so much about Hojo's being such a great place to stay with the retro/Ent rate, but it becomes mediocre and " I will stay someplace else" when the rate is not available. If it is a great hotel, it is great hotel whether people save a couple of bucks or not????

Jack