I had big problems at HRH (long)

[kaitlynangel]

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.

[sha_lyn]

I have had 2 bad experiences at the HRH. The first time it was avery bad problem with housekeeping. They did give us 4 free meals to the Sunset grille so yes thay can do that. We went back to use our free night this Jan. and had a lot of problems again. Lickily they did make up for it. They compt. all 3 nights and sent my sis and I a bottle of wine and a cheese plate, and they kids got cookies and milk. The only reason I would consider staying there again is how well they made up for the problems. Your problems were much worse (I consider 3x charging very bad IMHO) and they certainly needed to make a better effort. Check out my post on the trip reports if you want an idea of how they messed up this last trip.

[hercamore]

I am so sorry to hear all this...what a mess. glad you could still had a good time in spite of everything.

if it were me, I'd find write a long letter of complaint to the HRH directly and cc to management of Loews Hotels.

I had Disney overcharge me big time in August and after three months of letters, they finally refund my monies, plus 3 extra nights.

Herc

[nhrenee]

That's awful. We all go on vacation to relax not deal with all that. Please write a letter to the HRH manager (Lou Carrier) and maybe to someone at Loews too. Hope your daughter felt better.

[gschmerl]

I agree with hercamore. Write a letter to HRH and Loew's Hotels. I have gotten great responses from large companies when I've done this.

[Spaceman Spiff]

wowsa, what a nightmare to have to deal with while on vacation! im always scared of something like that happening so i never give disney or universal my CC# or debit card #. i pay by cash or check unless they need one to cionfirm my reservation.


i hope that this episode didnt spoil any future universal trips. :(

[lookingforward]

I had a similar experience last April. I went for two nights which I booked through Travelscape and pre-paid in full. When I checked in I gave them my credit card for incidental charges. HAH! They put a $600 hold on my account for whatever I might charge which was fine with me. BUT, when I checked out they put through the charge of $250 in actual purchases I had made. Then they did not release the $600 they had on hold. It took a full week for the $600 to be released. Also, they put through a mini-bar charge of $12 several times and I had to call several times to clear that up. It was not a problem about the $600 on my card because we did not need the credit later on, but if I had to go to another hotel or rent a car I might have run into a problem. I was very mad that they would put through a charge and not release the original hold. We are going again next week and I will NOT give them a credit card. I will leave a cash balance for incidental charges and just pay as I go. And I will verify that the credit card I gave them to prepay my room is NOT being used or held for incidental charges. I love the Hard Rock but they do have some problems with their charge policy.

[dreamer]

Lookingforward - Please help me understand. We will also be at the HRH next week and I'm wondering if you can check in and not give a CC. I prepaid our 1 night already on our CC. We have a super high credit limit so I'm not really worried about not have $ for the rest our our trip. But how do i handle the check in process? Any adivse appreciated. Also, how do you check that no monies are being held against your card?

[sha_lyn]

Would you believe the CC bill just came in and they charged 219 to the card 4 days after we checked out (the CC bill shows transaction date as 3 days after we checked out). Guess who is getting a call in the morning. I wish they could get their act together

[Spaceman Spiff]

sha_lyn,

from past exprience i have found that hotels do not always charge you right away. for example i had a bottle of water that i drank at HRH and it was just charged to my card in DEC and I went in OCT.(this was one of the rare times I actually gave a CC#) Out of curiosity is the $219 money you actually spent?

[sha_lyn]

The only thing the 219 could be was the room charge if they decided to not comp. the room for all three nights. It was suppose to be one night but then they told us that 2 nights would be compted through the excutive office. Then the 3rd night was suppose to be for the problems we had at check in. The first room's lock was not working and Security wanted the fornt desk to move us. The front desk kept sending security back up to check the lock and argued with them that it was the only the battery. Like security pointed out if it was the battery their master keys wouldn't work either. The front desk wanted us to wait for mantanience to come up and change the battery. By this time it was after 1 am. The 219 was not on our final check out bill. they charged the final bill we were given and then 2 days later charged the 219

[Spaceman Spiff]

Hmmm...I would definitely look into that. Hope all works out and you don't get hassled too much.

[lookingforward]

Dreamer- I know from other posts that you can give a cash deposit on your room for phone calls, room service and such and then pay directly in the parks. That way when you check out you can settle in full. I do know that charges in the Citywalk restuarants sometimes take a while to show up (a $78 charge at the NBA restuarant took about ten days to post on my charge card). For me it is not the issue of the amount of credit, etc. it is definately the fact that it was so confusing and messed up and that it required me to make several long distance calls to straighten out. We have traveled all over the world and I have never had that happen to me anywhere else. Have a good trip!

[LadyTrampScamp&Angel]

Wow, so sorry for all the problems - what a nightmare.

Has anyone had the same problems at Portofino? Or are they better at accounting over there?

[Shannon D]

I had a problem with the Portofino, when they first opened. I had a charge from the Spa (which we did not use)

It must have been a guest who signed our room number for his service (accounting kept asking me if I was sure I didn't know a Gary?) No, hubby is Mike and boys (who aren't named Gary) sure didn't use the spa. I would have LOVED to have had a spa service, but didn't, and was darned sure I wasn't footing the bill for someone else.

After several long distance phone calls, this was eventually credited back to us.

[yoopermom]

Based on our experiences at Xmas, you do NOT have to give HRH your credit card. I had reserved and prepaid through hotelkingdom.com. When I checked in, the front desk asked if I wanted to leave a credit card. When I politely declined, she was very nice and just said, "That's fine, but I'll have to leave the bar locked." End of subject! I am sorry that you had such a bad experience, and am glad you documented everything that happened. Hopefully, you'll be comped appropriately.
Terri the Yoopermom

[beachbuzzard]

On the flip side...

Sometimes it's just a combo of bad things happening that seem to snowball. We just returned from HRH, I used my card to charge purchases from the parks, beach club and city walk to my bill and it worked perfectly. I always carefully check my bill and it was flawless.

Of course, I do have a fairly high limit and started the vacation with very little balance, so I wasn't subject to pre-authorization tie-ups. That can be a nuisance and I can understand the frustration with that. I've seen that problem before... sometimes it's more with the credit card company. The hotel needs to pre-authorize your card so you can charge on it, but once the charge comes through the pre-authorization should drop. Many times the credit card companies don't drop it quickly.

I agree with a majority of the posts... a long detailed letter to the manager and Loews should result in some form of compensation. The trip you described opening this thread was just a nightmare and I feel for you.

[kutchyone]

Our first trip and stay will be in June and I find this information a bit unsettling. Can you just pay cash for calls and what not when you check out? I would rather pay cash for purchases at the time of purchase than to try to figure out where they have made mistakes. I did pay by credit card for the one night, will this be a problem later?:confused:

[beachbuzzard]

kutchyone:

Absolutely, you can pay cash for the remainder of your bill. They will still require some form of security for the room, so an imprint of a card or a cash deposit will likely be required in case you make phone calls, buy a movie, or damage something (I'm sure you're not intending to damage the room, but they don't know that). You will probably not be given access to the wet bar (which we rarely use, but some people like for convenience sake). Then you will just pay cash as you go through the parks and restaurants. There's nothing wrong with that. I prefer not to, but I certainly can understand the opposite view.

[Letsbgoofy]

I had problems at the HRH last summer, but they were all with housekeeping. We're staying at the RP this summer; I think maybe I'll pay cash for the room after reading these posts!

[cottontail]

Wow, I am wondering if I should just visit the universal park while we are staying at the dolphin after hearing all this.

Kaitlyn: So sorry for your trouble, but most of all for your little one getting sick, her being sick was probably bad enough without all this other stuff happening.
There you are on their hero's program , you should have been treated like royality, you should have been given all your nights for free I think for all the trouble that happened with your stay and credit card.

We have never been to universal but are thinking of a day or two at that park before or during our wdw vacation. If we do not stay on site will it spoil the holiday waiting in lines etc, heat in april. I thought about staying one night, but then it probably is a zoo in the a.m. everyone trying to do the same thing book a room and get a room key so that they can get front of the line access.

I understand that they have an express program like disney's fast pass, does that work pretty good. Thanks,

Deb.

[beachbuzzard]

Cottontail Deb: We didn't use the Express Line Passes because we had our HRH key, but it appeared to be just like the Disney system. Perhaps the rules are slightly different, someone else can comment.

But I think it's important to point out that for every bad story like this one there's probably 100 good one's out there. We stayed two nights with no problems. I'm not going to say that if you stay at HRH it will be without problem... but I am saying that I believe it to be the exception rather than the rule.

Having the Express Line access was worth every penny to me and my family... yes, the HRH is not the cheapest accomodations around (we paid 189 a night for 2 nights), but better "bargains" are available (there's plenty of discussion about that in here). Trust me, there is nothing like it. We did each park in about 5 hours, without rushing and we rode some rides multiple times. Then it was back to the pool to relax and play.... it was wonderful. On Saturday night we went back to USF for the Mardis Gras parade. We loved it, and would NEVER go to USF and not stay there, even if just for one night to get 2 days of Express access.

I know you're trying to balance the Canadian exchange rate into your decision making (that was you I believe, right?)... and it gets mighty pricey. And with talk of problems at the hotel, it gets even tougher to decide. So I certainly can understand your reservations (pardon the pun) about staying onsite.

Whatever you decide, good luck. I know it's never easy trying to piece these vacations together... seems like yesterday I was struggling with the same decisions!!!!

BUZZ

[cottontail]

Hi Beachbuzzard:

Glad you had a good visit, i certainly like the idea of being thru a park in 5 hours. My other problem is that there are three of us who suffer very bad migraines, my daughter gets at least three bad ones a week. So staying onsite would work out perfect for us say two nights, and getting on the rides quickly would be a blessing to get away from the hot sun.

I have called and they have one of our nights for 125 before tax, but the other night is either pool view or deluxe which sounds great but for us is expensive.
We are heading over to the animal kingdom lodge and either the dolphin or poly after that. So I am already spending big bucks, but it is our 25th anniv. celeb, so we splurged on the disney trip.

Well out comes the calculator again first for the american prices (which are like a dream come true) then for the scary canadian prices (which are like a nightmare). But it has been 6 years since our last trip and my family is growing up, it could be our last trip together.

Bye.

Deb.


Deb.

[Jon360]

Please write a few letters to Loews, Universal, and HRH.

That is not right.

[pathubia]

I feel so bad that your experience was terrible. We have had two great stays at the HRH, last August and last month. We have already booked another stay for this April.

The worst thing that happened to us was having to call twice for our Loews Welcome Gift.

Our first trip was a pkg that we paid in advance for on a credit card. We did not leave a card imprint upon checkin and we did not have access to the fridge and wet bar. We could not charge to our room. This past vacation we did leave the credit card, the only thing that we have been billed for was the room. (So far).

I would write a letter to Loews and the HRH.

Good Luck, Hope your daughter is better.

Patty

[Pin Wizard]

Wow! Sorry you had such a rough time! I already feel like a traitor to WDW by staying at PBH. I'm hoping they get their paperwork straight. Think I might bring my credit card statement showing they already charged me the room charges. And I don't plan on giving them a cc at the desk. I won't make any room charges. (Wishing I made plans to stay at WDW 3 nights and Universal 1 night as opposed to the other way around!) Not getting a good impression of Universal here. You had MULTIPLE problems with them on one trip! :(

[Pin Wizard]

Also, whenever I make ressies with Disney Travel, I have my actual tickets within 2 weeks. When I reserved with Universal, they sent confirmation and said I would receive the tickets closer to vacation time. I don't care for that! Still don't have them. :(

[thefoyboy]

Well, sorry I and my family missed all of you at the meets. Family and issues constrained us from doing so though we did get to Mythos, but just not when everyone else did.

Our visit to HRH this year was no better and maybe worse than last year. Housekeeping was as miserable if not worse than last year. It's very hard to understand how they can justify putting 3 bath towels and 2 washcloths in a Deluxe bathroom when 4 adults and 1 child are staying there. In the end, we ended up calling down every day after returning to our room for more towels and such. The other major problem is that vacuuming must be a foreign concept to them. With a child eating crackers and cookies in the room you tend to get crumbs everywhere plus feathers from pillows ends up on the floor. Some of those crumbs and feathers were on the floor for 2 to 3 days before housekeeping thought they might want to take care of it.

The worst was our fouth night there. I called down at 11:15pm one night to get two additional pillows for my wife. The operator said they would be right up. Well, 'right up' to me means 10 to 15 minutes. 30 minutes passed and nothing, so I called back down. The same operator answered and I inquired as to what the holdup on the 2 pillows were. She was surprised that I had not received them and was very apologetic and said they'd be up immediately. Well, once again, 'immediately' to me means less than 5 minutes.

Guess what, the pillows showed up another 45 minutes later. A grand total of 1 hour and 15 minutes after calling down for them.

As a result of this problem along with the others, I called down the next evening after returning from the parks and told the concierge I would like to speak to the manager on duty. She told me Derrick was on the phone and would I like to wait or have him return my call. I said we were going out to eat and I'd like the manager to come look at our room while we were out and tell me if he'd be happy with the level of housekeeping our room had received and then call me later that night with his thoughts no matter what time it was.

Well, low and behold he never showed up nor called. So at midnight I went downstairs to the check-in counter and was going to get this resolved. Bryan was the manager on duty as Derrick's shift apparently ends around 11pm. I told Bryan of the numerous problems we had to this point as well as now not having management respond to guest concerns.

He asked what I wanted from him. I told him one that housekeeping problems have not improved in one year and have actually gotten worse, so that needed to be corrected. Second, that I wanted a reimbursement of some kind in a monetary form and not wine or platters of any kind as my and my family's wasted time calling for towels, enduring dirty floors, and waiting for pillows was worth something. I told him I had no definite figure in mind, but that I ask him to put himself in my shoes and imagine from that perspective. I, also, indicated I wanted to talk to Mark Shugert in the morning about this. He ended up giving me $100 off my room rate for that night and anymore would be in discussions with the GM.

The next morning I did talk to Mark as I did last year. He did remember me and was appalled about the lack of housekeeping and shocked when he heard about the pillow time wait. He said hotel standards are 15 minutes MAXIMUM and that there are always enough people working that this would never be a problem. He was also disconcerted that Derrick didn't call back and while offered some scenarios why he might not have done as I requested, there was no excuse.

He also asked why I hadn't booked directly through him this year as he had given me his card last year to call him if I needed anything. I told him I didn't view him as my personal travel planner there. He said I shouldn't view it that way and to call him next year and he'd 'set me up' whatever that means.

In the end, he said he'd take this all up with the involved parties and the GM and decide how to deal with it. As for further reimbursement, he said that would be under discussion and would let me know.

This all has soured me on HRH. Yes, it is a beautiful hotel, some very good and friendly people, specifically Lourdes at the front desk, nice rooms though the wear on the hotel is beginning to show as well as settling, and FOTL. Ultimately, I think this will be our last HRH stay barring some miraculous response from Mark and staff. I do plan on writing an additional lengthy letter to him regarding all this and that I think 2 years of bad housekeeping is enough.

If we do come down again next year, Royal Pacific will be our next attempt.

[cforza]

Sorry for the problems you had, but let me just offer some advice. Whenever you have a problem, the quicker you go to "the top", the better off you will be. Many times the lower level staff don't have the authority to correct problems to your satisfaction quickly, like the GM or manager can. We had a bit of a mix-up with our reservation and rate last year, so rather than keep explaining and trying to resolve it with reservationists, I went to Lou Carrier and Mark Shouger, who could not have been more responsive, helpful, and really went out of their way to correct the situation. They more than made up for our problems and were geniunely concerned with keeping us satisfied.

We had such a great experience at the Hard Rock that we are returning again this year. We travel a lot, stay in many 5 star hotels and I have to say I couldn't be happier with the service or personnel at the Hard Rock.

[thefoyboy]

Cforza,

I appreciate the advice, but I am greatly aware of what to do in various situations as I have gone to the CEO of UPS on two occasions to get problems solved and the CEO of Home Depot on another when no other solution was available. The thing that amazed them the most was how in the world I managed to get their direct office numbers.

Anyway, one doesn't always jump to the top of the ladder lest you get sent back down it to have the problem dealt with on some occasions.

Mark Shouger was a very kind and understanding individual and I appreciate him taking the time to listen and respond to me as he is able, but to have major, and I mean major, housekeeping problems two years in a row with the visits each over 11 months apart speaks to a larger issue I believe. Where is the focus?

Funny and maybe sad part is that one of the explanations given to me for the housekeeping issue is that they just replaced the Executive Housekeeping position within the last 3 weeks. Ironically and coincidentally that was the very reasoning given to me last year in March after only being open two months. Either someone doesn't know how to interview and hire good leaders or I am being fed lines. I doubt the latter and believe the former.

While the initial $100 refund was nice, in my mind it isn't nearly enough for the poor situations we were required to deal with now two years in a row and this was probably our last visit as a result at this specific resort anyway. Only much larger renumeration for what we went through would make me rethink this position.

[cforza]

foyboy, I was directing my response to the original poster. I think you've got the art of complaining effectively mastered ;) .

[thefoyboy]

Cforza,

I apologize for not recognizing that, but seeing that your post directly followed mine I did not recognize any way to interpret it otherwise.

Yes, I do complain loudly when it is needed, but I equally and probably more so compliment very fervently when needed.

[thefoyboy]

Cforza,

I apologize for not recognizing that, but seeing that your post directly followed mine I did not recognize any way to interpret it otherwise.

Yes, I do complain loudly when it is needed, but I equally and probably more so compliment very fervently when needed.


:D :D

[manhattan]

I am sorry that you went through all of that, however I think it is more of a Loews problem rather than just HRH. I had it happen to me with the South Beach hotel, with a company sponsored conference, and it seems that they went ahead and charged the company and individuals for our rooms, I didn't notice until two weeks later. I placed a call to the hotel, left a message on the voicemail, and no one ever returned my call. I finally went to the person here at the company who had coordinated the conference and she said she would add my name to the list. I was credited within a few days, but was still embarassed when I had tried to use my card and was told I was over my limit. I took that as a lesson with Loews and now pay cash, and I also try to get a daily print out of any activity on the room. You should definitely write a letter.

[dan-tot]

See that is what happens when you have people who would be asking you if you want frys with your order. It doesn't seem like the company for the hotel really cares about what is going on if so the problem would change. I think all they are really concerned about it the profiet margin instead of the people who stay at HRH. We have a time share that we use thank goodness we don't have to stay at the hotel.


Dan-tot