Customer Service problems with HRH

[wwessing]

We have ressies coming up in April. We also have a DD with special needs. Some time ago I wrote an e-mail to a generic e-mail address from the website with details about our DD's needs. I got a very nice response from special services assuring us that my requests would be met and that the information had been forwarded to the hotel directly.

So, I call the hotel about another matter and ask about the information included in our ressie. . . please sit down before reading any further as I don't want to be responsible for anyone hurting themselves when they fall over from shock. . . there is no information regarding our special needs included in our reservation notes. Ok, so I e-mail the person that had previously assured me our needs would be taken care of and I get another e-mail with an address for the concierge. I forward the string of e-mail to the address I was provided. . . please remain seated. . . received no response. Two weeks later, I send another e-mail to the same address. Yep, no surprises here. . . no response. So, some very kind soul from these boards provides me with e-mail address for a couple of the managers. I sent them BOTH the string of e-mails over a week ago, with a very nice note telling them I understand how things can get overlooked, but would like really appreciate a response. . . . and once again, no one has answered my e-mail! :scared1: Ok, so by this time I am certain I've mixed up the e-mail's and I have been sending requests to the Budgetel over on Crack Lane. . . but wait, I probably would have gotten better customer service (at least of some kind of service). So, being the diligent pain in the a$$ that I am, I sent the entire string of e-mail to the general manager this morning. Please remain seated. . . I GOT A RESPONSE!!!! But wait, it was only an auto reply that he was out for the next week. . . :sad2: In a desperate attempt to get someone to acknowledge my existence, I sent the entire, sad string to the gm's assistant, who likely can't do anything anyway, but I'm beyond disgusted, irritated and all other -ed words you can think of and I have ZERO patience left with the whole situation.

I'm sitting here, with this horrible feeling that I'm going to be sooooo disappointed in HRH and wondering if I've made a huge mistake. I think we will very much enjoy the hotel, but without any service that part really doesn't matter. Maybe they will reduce my rate to about $23 per night because that's about all they are worth in my opinion. Who the heck assigns ratings to these places anywho??? I hereby strip them of 3 of their stars. . .

Allright. . . I'm finished, but I don't feel any better :guilty: :sad1: :sad2:


PLEASE READ THIS ENTIRE THREAD. . . IT TAKES YOU THROUGH MY TRIALS AND TRIBULATIONS, BUT DON'T FORGET TO GO TO THE END WHERE ALL PROBLEMS IN THE UNIVERSE ARE TAKEN CARE OF BY THE HRH MANAGEMENT! IF YOU AREN'T INTERESTED IN THE ENTIRE SAGA. . .JUST BE CERTAIN TO CHECK OUT THE LAST POST. IT IS MY INTENT TO MAKE CERTAIN HRH IS REDEEMED.

[Sleepy]

I am sorry for your frustration. We experienced a similar situation (although having nothing to do with special needs) with HRH summer 06. We kept calling the hotel to get the proper information we requested (prepayment issues) and they kept saying they would send it to us or they would give us the number to the person that could help us and then that number would either be a fax :confused3 or they would not return my call because I live in Italy. Finally, I gave up and called PBH to see who at HRH could really help me. The manager took it upon herself to send me the information and told me if there was anything else she could do to help us, she would be happy to do it. Unfortunately, that should have been my clue to switch my stay to PBH. My stay at HRH was terrible. This is the reason we have decided our upcoming stay will be at PBH. I hope you have a better experience.

[damo]

The GM's assistant has great powers so be patient. Give it a day and then find her phone number and give her a call.

[firsttimemom]

We just spent 2 nights there and I was LESS than impressed with their CS. Twice I was told something would be taken care up and it wasn't. We had split our stay btwn WL at WDW and HRH. Next time I think we'll just stay at WDW.

[ky07]

We just spent 2 nights there and I was LESS than impressed with their CS. Twice I was told something would be taken care up and it wasn't. We had split our stay btwn WL at WDW and HRH. Next time I think we'll just stay at WDW.

Sorry to hear you had a bad stay and that happens everywhere and I have heard the same thing from WDW resorts also.

[wwessing]

Ok, so it's been since 1/26 that I sent an e-mail to the general manager, then his assistant.

I've heard nothing?!?! I sent another e-mail this afternoon and if I haven't heard back by Saturday morning, I will be contacting the corporate offices. I am absolutely shocked at this situation.

Anyone got any ideas???

[damo]

Phone them.

[phamton]

Personally, I'd call Guest Services Main Number: 407-224-4233 Choose option 9. Explain how you have already tried to get some response from the hotel with no luck.

[dsmom]

I have a special needs son and we have stayed at PB several times. They have been incrediblely nice to us. I always had return phone calls the same day. I would try there if you are not happy with the HRH.

[wwessing]

I can't change hotels now. . .or trust me, after what I've been through so far with HRH (and not just this situation) I would definitely be changing. It's complicated, but suffice it to say our dd's special needs will not allow us to change now.:sad1:

[wwessing]

Phone them.

Personally, I'd call Guest Services Main Number: 407-224-4233 Choose option 9. Explain how you have already tried to get some response from the hotel with no luck.

I took your as always good advice and called. I got a wonderful young lady by the name of Katie who was very concerned with my situation and immediately called HRH. I got a call within minutes from one of the front desk managers and forwarded the ridiculously long string of e-mail to him. I am anxiously awaiting a reply, just letting me know he got the e-mail. I've got my fingers crossed. . . . .

[phamton]

That is wonderful. Let us know how it works out.

[wwessing]

Ok. . . so here is the lastest update. After following the as-always excellent advice of some Uni homies, I made a phone call. Without going into long details, suffice it to say that my issues have been immediately addressed and beyond my expectations. I need to share that the reason my e-mails were not returned was because they were not being received. . . lots of technical details that had to do with forwarding and attachments, but I probably should have just called weeks ago.

After my rants here, I need to let everyone know that, at this point and even though the issue really wasn't their fault, they are now providing outstanding customer service. . . beyond anything I honestly expected. I'll update again in a trip report to see if they really came through.

So to everyone who's having cs problems with HRH, at least, don't give up, remain determined, pursue the issue, all that stuff. It really is effective.:thumbsup2

[macraven]

Ok, so it's been since 1/26 that I sent an e-mail to the general manager, then his assistant.

I've heard nothing?!?! I sent another e-mail this afternoon and if I haven't heard back by Saturday morning, I will be contacting the corporate offices. I am absolutely shocked at this situation.

Anyone got any ideas???

carlton hudson is out of town thru the 31st.
in his email back to you, it listed the person to contact now in case you can not wait for his return. this was an automatic return response for any email sent to him while he has been gone.

it would have had the phone number on that email.

it will get taken care of.
HRH is very good with taking care of special circumstances for the guests.
don't switch hotels just because of this glitch.

try HRH, you'll like it

[damo]

Ok. . . so here is the lastest update. After following the as-always excellent advice of some Uni homies, I made a phone call. Without going into long details, suffice it to say that my issues have been immediately addressed and beyond my expectations. I need to share that the reason my e-mails were not returned was because they were not being received. . . lots of technical details that had to do with forwarding and attachments, but I probably should have just called weeks ago.

After my rants here, I need to let everyone know that, at this point and even though the issue really wasn't their fault, they are now providing outstanding customer service. . . beyond anything I honestly expected. I'll update again in a trip report to see if they really came through.

So to everyone who's having cs problems with HRH, at least, don't give up, remain determined, pursue the issue, all that stuff. It really is effective.:thumbsup2

So glad that this all worked out. Sometimes emails just don't work and you have no way of knowing if you are being ignored or they just aren't being received -- so many of the emails I receive go straight to junk mail. So glad you made the phone call! Now you can rest easy.

[wwessing]

Me thinks perhaps I spoke too soon. . . I was supposed to have a call this afternoon . . . nothing. Was supposed to have a call back last night, no call but I did get an e-mail saying he got busy and would call THIS AFTERNOON to finish up. Nothing. . nada. . . not a darn thing. So what am I supposed to think at this point??:confused3 Knowing everything they know and all that I have been through with this stupid ressie so far, how could they not find a minute to call me, like they said, even if it was to say they hadn't forgotten me, can't talk now, whatever :mad: an e-mai would have served just fine and would have taken 15 seconds to fire off one sentence . . . 3 words. . . anything. . . . so now anything they tell me is going to sound like some crappy excuse and I've lost faith in the person I am dealing with. Back to ground ZERO here. . .at least it feels that way. I don't think doing what you say you are going to do is a difficult or unreasonable task. I'm not sure there is really anything they could do at this point to convince me they aren't going to screw everything up :sad2: :sad1: :sad2: :sad1: :guilty: what, do I stink here?

I'll be back with the next episode. . . . .

[damo]

I don't blame you, one bit. Hard to trust them when they haven't given you any reason to. Give them another day and call again.

[phamton]

I am sure that they will make sure everything is taken care of. You don't go for 2 months so I'd give them a few days to work out any details. The manager is out of town through today. Possibly the person that is handling this may want to run everything by the manager who will be back tomorrow. I can certainly understand the frustration, but since your trip isn't tomorrow, I'd give them some time to get everything right for you. An extra day or so doesn't mean that they are going to screw everything up as you still have quite awhile before your trip. If you are concerned, call back guest services.

[wwessing]

I am sure that they will make sure everything is taken care of. You don't go for 2 months so I'd give them a few days to work out any details. The manager is out of town through today. Possibly the person that is handling this may want to run everything by the manager who will be back tomorrow. I can certainly understand the frustration, but since your trip isn't tomorrow, I'd give them some time to get everything right for you. An extra day or so doesn't mean that they are going to screw everything up as you still have quite awhile before your trip. If you are concerned, call back guest services.

You've got more faith than I do. I know we have some time before we go, but I need to know about the room asap. . .has to do with dd's special needs. Plus, my issue is bigger than just getting the ressie right. It's about being a 4 star hotel with no star service. I just think that if they told me they were going to do something, then they are obliged to follow through. I know at my job I am required to do that. So, I'm not strong on patience at this point, but I am trying to understand. Honestly, the most important issue of all is that our vacation goes as I expect and we are taken care of. My frustration with them shall pass as long as that happens. . . it's just that right now I'm not impressed, unhappy and feeling neglected. Guess my drama is showing :confused3 I hear what you are saying too, and guest services called me back this morning to make sure hrh was taking care of me. . . I am VERY impressed with them. I told her that she would definitely be hearing from me if things don't get worked out. You make a valid point regarding the gm being away until tomorrow. Finding just the right room can't be a simple or quick task, but just letting me know that shouldn't be a huge issue. . . especially since they told me they would call today. I keep coming back to that. . . if they had told me it might take a few days or whatever, I'd have no problem today. I really am trying to be patient and understanding, but they just have not given me any reason to do so.

Stay tuned. . . .

[macraven]

You've got more faith than I do. I know we have some time before we go, but I need to know about the room asap. . .has to do with dd's special needs. Plus, my issue is bigger than just getting the ressie right. It's about being a 4 star hotel with no star service. I just think that if they told me they were going to do something, then they are obliged to follow through. I know at my job I am required to do that. So, I'm not strong on patience at this point, but I am trying to understand. Honestly, the most important issue of all is that our vacation goes as I expect and we are taken care of. My frustration with them shall pass as long as that happens. . . it's just that right now I'm not impressed, unhappy and feeling neglected. Guess my drama is showing :confused3 I hear what you are saying too, and guest services called me back this morning to make sure hrh was taking care of me. . . I am VERY impressed with them. I told her that she would definitely be hearing from me if things don't get worked out. You make a valid point regarding the gm being away until tomorrow. Finding just the right room can't be a simple or quick task, but just letting me know that shouldn't be a huge issue. . . especially since they told me they would call today. I keep coming back to that. . . if they had told me it might take a few days or whatever, I'd have no problem today. I really am trying to be patient and understanding, but they just have not given me any reason to do so.

Stay tuned. . . .


don't panic.
hrh will get back to you soon.

whatever you were told they would do for your special needs, it will be met.
rest assure that will happen.

everything will fall into place for you wressing.

just have patience and you will be wonderfully surprised with the services at HRH.
they have mummy dust and can make anything you need to happen.

[Sleepy]

The manager is out of town through today. Possibly the person that is handling this may want to run everything by the manager who will be back tomorrow.


Just my thoughts. Let's just say the person handling the manager's position temporarily is deciding to wait to talk about this matter to the manager. If a person promises to call someone, they should call and at least explain what he/she has in mind. Ignoring the person is not making things better no matter what good intentions the person has. Maybe just a coincidence, but this was my same experience with HRH 2 years ago. I gave them many chances to contact me. I even called them on many occassions reasking for information and I ended up with dead ends everytime until I contacted PBH and asked what was going on over at HRH. :confused3 Just seems like poor quality customer service to be ignored and given dead end contacts. I just have no faith in a hotel that not only can't handle phone/e-mail contact, but also drops the ball on an in-person situation, which did happen to us on that same trip.

[phamton]

Stay tuned. . . .

Ok I'm starting to worry. Have you heard from anyone yet?

:grouphug:

[wwessing]

Ok I'm starting to worry. Have you heard from anyone yet?

:grouphug:

Nope. . . . I'm trusting the experts here and I'm being patient. :thumbsup2

But wait. . . If YOU'RE starting to get worried. . . maybe I should start worrying again :confused3 :rolleyes1

[damo]

I think we should all worry ... or at least get slightly annoyed. This is just plain silly.

[wwessing]

So here's my thinking at this point. . . all I wanted was assurance that our special needs could be met. I wanted to know for CERTAIN that the correct notes were present and hoped that they could pre-book a specific room or something. We need to know what to expect so we can prepare dd. While I realize it seems we still have penty of time for this. . . that's not the case in our world. So, as each day passes, I have gone from midly annoyed, angry, shocked, confused, regretful to the point where I'm an now. . . well, I don't know where I am now because it is just so ridiculous, I almost think it's funny.

My last contact was this. . . I sent an e-mail saying, what's up, did you forget about me, you were supposed to call. I did get an e-mail returned late that night basically saying "I'm busy". . . .ok, it said exactly "this is a work in progress". . . . it also offered other excuses such as there was a live band performance in the lobby. . . so, I don't know what "a work in progress" means. . . unless they are specifically designing a room for my family (likely that could have been handled quicker than resolution to my issue). I sent an e-mail Thursday saying I would be patient. . . . the old more flies with honey thing. . . but there's only so much honey in this pot:mad: Next comes the vinegar and there's a large supply available.

My plan is to wait until Wednesday of next week - this will be the 7th day since I spoke to the "upper management" person I am dealing with. There can be no excuse, and I mean none that could possibly be reasonable or acceptable, that it would take that long to resolve this issue.

I'm saying that there had better be some flawless, absolute perfection to our stay at HRH. For some ridiculous reason, I keep being hopeful. . . . what a sucker I am, huh :confused3

[wwessing]

Ok, here's the latest. . .

A while ago I got a call from the wonderful young lady who I originally spoke to at Universal Guest Services. . . her name is Katie:thumbsup2 and she deserves to be recognized as an outstanding employee as well as give a great big :grouphug: . . . Katie was checking in with me to see if everything had been taken care of. I hesitated, but cautiously told her not really, though someone was working on it. She said she had heard, through her grapevine, that things had not been settled. She told me, prior to calling me, she had called hrh, spoken with the manager on duty and I would be getting a call from the manager who has been working with me (this is day 4, by the way, for anyone who is keeping track) this afternoon and she would call me last thing before she goes off shift to make certain I had gotten a call. I explained to her what the manager was doing for me and that he had told me this was "a work in progress". She said she understood, but would still call me this evening to check in. So, I don't know where this is going. . . I don't know if there are issues between hotel management and uni guest services that I have stepped into. . . all I know is that I hope and pray this all turns out to be better than any arrangement I could have made myself.

[macraven]

it will all work out.
there are different managers on duty at different times.
if one is off a day, that might contribute to the delay in getting back to you.

i'm sure you will be happy and delighted with what they offer you.

if you are in need of a specific room, hrh management will have to make sure the room you need is available for your stay. i think they just would like to have everything set up before they get back to you.

they are a 4 star hotel. i can't imagine you will have any trouble once they get back to you.

i have stayed there many times. any issues that i have incurred have always been corrected.






sending you mummy dust...............

[wwessing]

it will all work out.
there are different managers on duty at different times.
if one is off a day, that might contribute to the delay in getting back to you.

i'm sure you will be happy and delighted with what they offer you.

if you are in need of a specific room, hrh management will have to make sure the room you need is available for your stay. i think they just would like to have everything set up before they get back to you.

they are a 4 star hotel. i can't imagine you will have any trouble once they get back to you.

i have stayed there many times. any issues that i have incurred have always been corrected.

sending you mummy dust...............


I know you have stayed there quite a bit. . . you obviously would not continue to return if the hotel and service were not satisfactory. I also know they have to deal with special needs on a regular basis. If it weren't for that, we would not be in this position.

I'm afraid I'm going to have to hold you personally responsible . . . :rolleyes1

Seriously, I think it will all work out just fine and I've read so much about how to handle things here on the dis, that I feel confident I will know what to do if somthing is not to my satisfaction. I think, once we are there, they will take good care of us. . . that is my mantra and I keep chanting it and burning incense and :worship: so it must happen.

I promised to keep everyone updated. . . so I shall keep my promises (unlike SOME who work at hrh) :rolleyes1 and journal good, bad and ugly here. Hopefully I will have some more good to write about soon. . . . I would really like to be able to do that. Honestly, I'm not really all that worried about it anymore, I just want it to be settled and finished because I do not like loose ends.

[damo]

Ok, here's the latest. . .

A while ago I got a call from the wonderful young lady who I originally spoke to at Universal Guest Services. . . her name is Katie:thumbsup2 and she deserves to be recognized as an outstanding employee as well as give a great big :grouphug: . . . Katie was checking in with me to see if everything had been taken care of. I hesitated, but cautiously told her not really, though someone was working on it. She said she had heard, through her grapevine, that things had not been settled. She told me, prior to calling me, she had called hrh, spoken with the manager on duty and I would be getting a call from the manager who has been working with me (this is day 4, by the way, for anyone who is keeping track) this afternoon and she would call me last thing before she goes off shift to make certain I had gotten a call. I explained to her what the manager was doing for me and that he had told me this was "a work in progress". She said she understood, but would still call me this evening to check in. So, I don't know where this is going. . . I don't know if there are issues between hotel management and uni guest services that I have stepped into. . . all I know is that I hope and pray this all turns out to be better than any arrangement I could have made myself.

That grapevine sure is great isn't she!:goodvibes I think Katie and her grapevine deserve a big thanks.

[wwessing]

That grapevine sure is great isn't she!:goodvibes I think Katie and her grapevine deserve a big thanks.


AMEN!!

[wwessing]

Ok. . . I've got an optimistic update. I heard from "my" manager a few minutes ago. He's had security with him and they've been scoping out rooms for us. I have to say that it appears he really took an interest in our special needs and when I spoke with him, he made some excellent points. He found a great room for us, but it's not what we requested. . . but it makes more sense. I was thinking fairly narrowly when I requested a room, but he's thought in a much broader sense. Tomorrow he's going to take pictures of the room itself as well as the view because he says they lost the light today, and e-mail those to me tomorrow. He told me that he's going to watch over our reservation and meet with me personally because he says they are in the business of making memories and he wants ours to be wonderful. So, that may sound corny, but it's just what I need to hear right now. I'll be so happy to get this settled, once and for all. I need to say that it became obvious our manager carefully read the information I provided needs and processed that while looking at each room. He described many rooms to me, so it was obvious he had toured them and then considered what would best suit dd's needs. He took a good deal of time explaining to me what was available according to my request, and what he had found on his own. I told him it was abundantly clear he had taken this task very seriously and had a better solution that I did.

Yes, Mac, you told me so. . . and I'm thinking it will have been worth the wait and the frustration when we get there. I've never had the personal attention of management before, so we will see the results.

Tomorrow's episode. . . does Mr. Manager send wwessing the pics he promised??

[damo]

Awww. Hope you are starting to get excited now instead of worried.

[bubba's mom]

:banana: Told ya not to fret..... if they were personally scoping out rooms for you (& came up with something better), then, yeah, i can see it taking some extra time...well worth it.

I never doubt the UO hotels go out of their way to satisfy....proven right once again!:goodvibes

[macraven]

i think you will be fine.

tomorrow is super bowl day.....
if you get a call tomorrow, you should feel honorerd.
it will be a very busy day at the hotel.

i was thinking you would get more info on the weekdays, but if you were told sunday, then hopefully you will get more info then.

it will all work out long before you go on your trip.

hrh and the other hotels do strive for customer service and making everyone's stay there a 5+ star one!


hang in there.
mummy dust will come through

[wwessing]

Awww. Hope you are starting to get excited now instead of worried.

I've been excited for a long time :cool1: Now I'm feeling relief.

:banana: Told ya not to fret..... if they were personally scoping out rooms for you (& came up with something better), then, yeah, i can see it taking some extra time...well worth it.
I never doubt the UO hotels go out of their way to satisfy....proven right once again!:goodvibes

I know. . . you guys told me, and it's not that I doubt you. You stay onsite all the time and have great experiences. It's just that we don't and I have such high expectations for this vacation and have worked really, really hard and spen literally hundreds of hours of planning and blah, blah, blah so I'm not very patient when something gets in the way of that.


i think you will be fine.

tomorrow is super bowl day.....
if you get a call tomorrow, you should feel honorerd.
it will be a very busy day at the hotel.

i was thinking you would get more info on the weekdays, but if you were told sunday, then hopefully you will get more info then.

it will all work out long before you go on your trip.

hrh and the other hotels do strive for customer service and making everyone's stay there a 5+ star one!


hang in there.
mummy dust will come through

Again, I know you are right. . . you always are. And yes, I was told tomorrow I would get what he promised, so we will see.

It's that stuff that bothers me most. . . the I'll do something tomorrow and then they don't. It's not really that I think they forgot me or aren't going to help us out, it's uber irritating when I am consistently told something will happen on this day or this time and then it doesn't. THAT is my biggest gripe. I would rather be told look, this is going to take me a few days or a week, but I will get back to you. . . if you haven't heard from me in a week, you call me to see what's up. That I can deal with and that, imho, is quality customer service. . . just do what you say you are going to do.

I think I'm finished with my rant about this, but, then again you never know. I won't be surprised if I don't get contacted tomorrow, although I WAS told tomorrow. . . I wish he would have just said Monday or Tuesday. I'm NOT going to obsess about this :laughing: my OCD is showing, isn't it :rolleyes1 jeez, I think I'm the one with the special needs. . what a drama queen

[AlexandNessa]

Ok. . . I've got an optimistic update. I heard from "my" manager a few minutes ago. He's had security with him and they've been scoping out rooms for us. I have to say that it appears he really took an interest in our special needs and when I spoke with him, he made some excellent points. He found a great room for us, but it's not what we requested. . . but it makes more sense. I was thinking fairly narrowly when I requested a room, but he's thought in a much broader sense. Tomorrow he's going to take pictures of the room itself as well as the view because he says they lost the light today, and e-mail those to me tomorrow. He told me that he's going to watch over our reservation and meet with me personally because he says they are in the business of making memories and he wants ours to be wonderful. So, that may sound corny, but it's just what I need to hear right now. I'll be so happy to get this settled, once and for all. I need to say that it became obvious our manager carefully read the information I provided needs and processed that while looking at each room. He described many rooms to me, so it was obvious he had toured them and then considered what would best suit dd's needs. He took a good deal of time explaining to me what was available according to my request, and what he had found on his own. I told him it was abundantly clear he had taken this task very seriously and had a better solution that I did.

Yes, Mac, you told me so. . . and I'm thinking it will have been worth the wait and the frustration when we get there. I've never had the personal attention of management before, so we will see the results.

Tomorrow's episode. . . does Mr. Manager send wwessing the pics he promised??


Wow, that is going WAY above and beyond great customer service, IMHO. Way to go HRH! :thumbsup2 And, if you rate over the Super Bowl, I am not sure what else you get to ask for ... :lmao:

[ruadisneyfan2]

So here's my thinking at this point. . . all I wanted was assurance that our special needs could be met. I wanted to know for CERTAIN that the correct notes were present and hoped that they could pre-book a specific room or something. We need to know what to expect so we can prepare dd. While I realize it seems we still have penty of time for this. . . that's not the case in our world. So, as each day passes, I have gone from midly annoyed, angry, shocked, confused, regretful to the point where I'm an now. . . well, I don't know where I am now because it is just so ridiculous, I almost think it's funny.

My last contact was this. . . I sent an e-mail saying, what's up, did you forget about me, you were supposed to call. I did get an e-mail returned late that night basically saying "I'm busy". . . .ok, it said exactly "this is a work in progress". . . . it also offered other excuses such as there was a live band performance in the lobby. . . so, I don't know what "a work in progress" means. . . unless they are specifically designing a room for my family (likely that could have been handled quicker than resolution to my issue). I sent an e-mail Thursday saying I would be patient. . . . the old more flies with honey thing. . . but there's only so much honey in this pot:mad: Next comes the vinegar and there's a large supply available.

My plan is to wait until Wednesday of next week - this will be the 7th day since I spoke to the "upper management" person I am dealing with. There can be no excuse, and I mean none that could possibly be reasonable or acceptable, that it would take that long to resolve this issue.

I'm saying that there had better be some flawless, absolute perfection to our stay at HRH. For some ridiculous reason, I keep being hopeful. . . . what a sucker I am, huh :confused3

This actually is no BS. I just returned tonight from a 3 day stay and it was very chaotic/loud while the band was there. Also appeared to be a lot of set up prior. We were given valet parking for the self-park rate b/c of all this even though we were checking in Wed. early afternoon.
Please don't think I'm defending them. I agree they should say what they mean and mean what they say. I truly hope they take good care of you and your dd's needs. We had excellent service and staff constantly asked if there was anything else we needed/wanted. They definitely exceeded our expectations and spoiled us once again. (This was our 4th onsite stay, 2nd at HRH.)
good luck and please post after so we all get to hear how it went. :goodvibes

[Sleepy]

:cheer2: Hope they come through with their promises!

[wwessing]

Wow, that is going WAY above and beyond great customer service, IMHO. Way to go HRH! :thumbsup2 And, if you rate over the Super Bowl, I am not sure what else you get to ask for ... :lmao:



Yep. . .I think so too. I sent an e-mail to the manager with a copy to the GM thanking him for his above and beyond.

I will complain when the service is crap. . . but I will give credit where credit is due, and usually more loudly ;)

[wwessing]

:cool1: This actually is no BS. I just returned tonight from a 3 day stay and it was very chaotic/loud while the band was there. Also appeared to be a lot of set up prior. We were given valet parking for the self-park rate b/c of all this even though we were checking in Wed. early afternoon.
Please don't think I'm defending them. I agree they should say what they mean and mean what they say. I truly hope they take good care of you and your dd's needs. We had excellent service and staff constantly asked if there was anything else we needed/wanted. They definitely exceeded our expectations and spoiled us once again. (This was our 4th onsite stay, 2nd at HRH.)
good luck and please post after so we all get to hear how it went. :goodvibes

I think things will be fine and we are looking forward to our stay.

I:cheer2: Hope they come through with their promises!

I have it on good authority ;) that I can rest assured all will be well.

[wwessing]

Wow, that is going WAY above and beyond great customer service, IMHO. Way to go HRH! :thumbsup2 And, if you rate over the Super Bowl, I am not sure what else you get to ask for ... :lmao:




Guess we rate :thumbsup2

I check my e-mail a while ago and I have one from my manager. . . he went this afternoon and took a slew of pics of the room he's found for us, and I could not have walked through that place and picked a better one for myself! So. . .:worship: :worship: :worship: :worship: :worship: :worship: to the MANager. He's my superstar!

Allright . . . so here's where I guess I eat a little. . . well something. While it was rough going for a few weeks, it's feeling like a distant memory right now. It doesn't undo the mistakes they have made. . .and there were quite a few. . . but it certainly makes up for them. There are some details that I can not provide here, but I do want to say, in the end, that the MANager has gone above and beyond any reasonable expectation and I don't think he could do anything more to make a person happy. At this point, I have complete confidence that everything will work out as promised. . .no one in the world would go to this amount of work to let something mess it up in the end. He truly wants us to have a wonderful stay and, while he said it, he's backed it up. I do believe there is room for improvement in some areas, but isn't there always. If you stop improving, learning, growing. . . well, you're probably not reading this anyway. I've learned from this experience and I hope everyone who has been following this thread remembers what it took to get here, but puts the good stuff, and it's really good, ahead of the mistakes. I know this falls short of saying "sorry HRH for doubting you, and quite publicly", but. . . ok "Sorry HRH for doubting you and doubting you loud", I still wish I hadn't had the bad experience. . . it does leave something lingering back there somewhere. . .but the end result is the most important.

Important note here:

We have not recieved a bunch of free stuff; we are not getting our room free of charge and never, ever did we ask for any of that. We had ONE issue on our list and that is to accommodate our special needs dd . . . that is all we were asking and that is what we have received. To us, that is supreme customer service and would rather have happy children than any amount of free or comps. He carefully listened to what our needs are and then took that to a level I did not imagine. He did a tremendous job of grasping and understanding what our daughter would need. . perhaps even more that I did. THAT is where I am impressed and THAT makes every penny we are spending seem like the best value in the world. I'll just bottom line this thing I am dancing all around here. . . it seems like HRH is there if you need something and will accommodate you if there is a need. . . I would not wish for anyone to take our experience and twist it into a way to manipulate the system. I had mucho documentation of our problems, which I did present to the manger. Please allow me to reiterate. . . we did not get free stuff here. . .what we got was something much, much more valuable, but don't ever hesitate to call if you've got a problem. I've only addressed this because it was brought to my attention that folks have actually taken issues like this from these boards, printed them out and tried to use them to get . . . well, whatever they tried to get. . . and I don't want to be the cause of or any part of that.

Here's looking foward to our rapidly approaching, much needed 10 days in Orlando! :thumbsup2