kaitlynangel
Mouseketeer
- Joined
- Oct 12, 1999
where do i start?, Ok yes the hotel is beautiful, I loved the Hotel itself, very nice lobby, good layout, wonderful pool, great to walk to parks, nice beds, but they are very inconsistent with the service that a Loews hotel has always been known for. I'll list what happened in order:I made reservation over the phone in mid-january using the Heroes Salute Discount that was given to me for $99, I was required to pay for one night of my 3 night stay, so I gave them my Debit card for $109 (?), at check-in I asked to be upgraded to a poolview from a standard view, I showed my Loews First Card and was told no problem, it'll be $35 per night more for the upgrade, I said fine. This was at 3:00pm, I was told that they had nothing available until 4:00pm for my request, I said no problem and went to Sunset Grill had lunch for $40. Went back up to front desk, now it's 10 to 4:00 and they say it's going to be longer for my room to be ready, he calls up to housekeeping and they say another 20 minutes, another girl comes out from the backroom and hits a few buttons and indicates there is a room with a view available. So he gives me those room keys and me and my husband and 2 1/2 year old are on our way up. I open the door and it's a smoking room, and a view of nothing but the complete head of a very large palm tree. I wanted non-smoking and a view (i was paying for the view I want a view). So I left them in the room since all i got on the phone was a busy signal and went down to tell them this room was not acceptable for the two reasons mentioned. They immediately gave me another room 2 floors higher with a great view and was non-smoking, I have no idea why I couldn't have been given this room from the start, anyway it's now almost 5 I had been on the road for hours so I just wanted to relax. I needed a refrigerator so I called down, was told told $12 a day, I said no problem, they immediately brought up a refrigerator. next, I needed security to come up to and unlock the safe. So far I've seen alot of staff. Well I put all our perishables into refrigerator (DD on Amoxicillin so that has to be kept refrigerated). Come morning the refrigerator was dead, I called and was told that they would send up maintenance people to look at. They came they said you need a new refrigerator we'll have someone bring one up. We went to park. DD got very sick with fever of 103.9 had to take her to hospital, I called from Guest Services at Universal over to cancel my Characther dinning at the Portofino and the reservationist told me well you can always go to the Sunset grill tomorrow at HRH they have the Characther dinning with Scooby Doo over there, I said great, I'll do that and she took all my info and siad she'd make the arrangements. I got back at 9:00pm from the Hospital, still no refrigerator and very thing inside is warm. I called again was told well bring you a new one and tell us how much you lost and we'll reimburse you , i was reasonable and said $20 worth. They finally brought a new one up at 10:00 pm. The next day my daughter stayed in the room all day so that she would feel better enough to go to her dinner with Scooby Doo, that's all she talked about for days prior to getting to Florida. So at 6:30 we went down stairs and went to sunset grill to be told they had no characther dinning on Tuesdays, and they don't know who told me that they did. Well I told them how I called from Universal guest services and so forth and they said that who ever I talked to was wrong, the hostess pulled me aside and said this happens all the time with the reservations dept, and she felt really bad. She said she would call the mgr. and the fronmt desk and see what we could do, Since my mom drove in from Tampa and my daughter was best staying inside and we had no other place to eat now that it was right smack dab in the middle of dinner time, we decided to sit down and see what the mgr and front desk can do. They told us that drinks were on them (as per the restuarant mgr.) but they were still awaiting word from Concierge. I was so upset, all my DD wanted was to see Scooby Doo she brought her stuffed Scooby with her. I really didn't want to order al a carte either, the Scooby Doo dinner has a fixed rate of $16.00 per adult, DD is free. SO I told them due to mix I wanted to have dinner on them, this was a hugh mess up and they said they couldn't do that, they gave us drinks (none of drinks, so we got soda) and they gave us Dessert. We still wound up spending $80 for dinner without Scooby Doo and left with a little girl asking for him. The hostess told me if I wanted to speak to the Concierge I sould see what they can do. I did just that and they were no help, almost acussing me not knowing that there was no Scooby Doo on Tuesday. I asked to see Hotel Mgr. He said he couldn't do anything about dinner and that he would give me late check out the next day, since I had a Cabana reserved for my day of check out, I was given 4 pm. The day of check out We went to cabana had snacks from the bar and at 3:00 we left to go shower in our room. The waitress knocked on our door and said we couldn't put our snacks on our account because is was over ist's limit and we would have to pay cash. So I paid cash asI fumed over the Over the Limit excuse (which I was not), So I took a fast shower and went down stairs to settle the acount which was totally messed up of course. They charged me for the refrigerator that didn't work and they charged me for a roll away bed which wasn't mine and there was no credit for the $20 they offered me for food spoilage. I had that corrected and finally got the correct toal, I gave them 2 credit cards to pay, Half on my card, and half on my husbands card. No problem, not until I tried to check in to Dolphin later that day. There was a problem with my credit card they said. I went to the nearest pay phone and was told by my Credit card company that the HRH was holding $550 on that card in authorization and also a charge of $308. and that the vendor would have to call to correct. Then I called my debit card bank and they said that there were two charges from HRH both for $308. and then my husband called his card and they told him there was also two charges on that card for $308. I was so irate I called immediately to HRH it was after 5 so all I could get was the front desk and they were clueless, they said that i could leave a message for the mgr and the he would call me back, I got put through to housekeeping and called back and again was put through to the wrong extension. I finally got a person would gave me the number to Loews Credit dept.. I called that next morning and I got some one who basically said well, we're sorry and we'll contact your banks to correct but it could take 5-7 days to credit, I was irate they had almost $1500 in authoriztions and cash from my bank, and I was on vacation having to deal with crap. I was told I would have to speak to a supervisor and I of course was put through to voice mail. No one called me back that whole day. I tried to enjoy my vacation by going to the parks and visiting with my mom who was staying with me and watching my DD. But I was really upset we had gone on this vacation with a budget of how much we could put on on cards and now we were down to nothing mavailable in our budget. I called when i got in to the room and actually got a supervisor. she said she was working on it and that the HRH was offering us a free day in the future to use if we wanted, I told her I really need my money back so I can continue with my vacation, and she said that since it was now after 5 on a friday that nothing could be done until monday. I told her well tka e the HRH free day now because it seems we may need it, so she called us on Monday and had made arrangement fo rus to stay on Wednesday the HRH So I checked out of the Dolphin early and stayed at HRH for one day. We canceld the rest of the day we where supposed to stay at the dolphin and drove to Tampa to stay with MOm. By Wednesday all the moneys had been returned but my entire vacation was turned upside down by the incompetence of the HRH hotel, The Credit mgr had no idea how this could have happened but she said some one at the hotel would have to igniate the chrage for them to post to the account. I didn't ven give them my bank card when I checked in I gave my bank card over the phone in Jan. for the reservation how could they charge antoher $308 on to a card they never even had in their hands. She had to answer. I loved the Hotel phyiscally but they can't their act together, and it can cost you alot of aggravtion and time to correct and they can't be trusted with your credit card. I don't think the free night which really didn't cost them anything was a great settlement, I am just luckly that nothing bounced in my checking account and hopefully I'll never have to go through something like this again.
