My HRH res was cancelled - And I didn't do it

[robvia]

Was looking thru my current credit card transaction list, and see a
-194.01 from HRH.
Think to myself, HUH?
Call them up, and sure enough, my reservation for June has been cancelled. The girl on the phone says I did it. I say no I didn't. She says they have rooms available, but it's $259, not the $174 I got. Asked for a manager, none around, they are going to call me back tomorrow at work. This is going to be fun. I never called to cancel, I've had this booked since January 19th.
They claim that the only way someone can cancel, is if they know the address, and confirmation number. I think it was a computer glitch.

Everyone who has an entertainment rate, check your credit card statements, call the hotel, and make sure your reservation was not cancelled. The refund on my credit card was posted early this month.

[A Mickeyfan]

That happened to me at the Royal Pacific when they first opened up.. I had made my ressies back in Dec when they werent' even opened..when we were about a month out...I checked to see if everything was ok and it wasn't.... they didn't have my ressie at all..they had no clue what happened to it. I had the $139 rate concierge grand opening rate... they had availability for me but not at my rate:mad: :headache: I had to fight with them for about 3 days straight playing phone tag! Finally I got my rate back but not for all of the nights I had booked.. I ended up with only 5 nights. Then later that same year (Thanksgiving time). I called to add a name to my ressie for my Thanksgiving stay (had the same grand opening rate) and they sent me a new confirmation with a rate doubled what I had!!! I didn't want to fight with them...when I called they said they didn't have my rate anymore..so I just canceled! Now this coming trip... I booked the RPR in March for 2 nights...5/30 & 5/31. When I called this past Sunday (to check the status of my Lowes card...Lowes shows me as Gold & the resorts are showing me as Blue = no free upgrade :mad: ) ...they confirmed my rate...that was correct, but they had the wrong dates.... they had me as arriving on 5/29 for 2 nights... they said I never had the other dates.... my confirmation has the correct dates on it!!! They couldn't figure out what happened...luckily for me..they did still have availability at my rate for the correct dates....or I would have had to cancel.

[GeminiMom]

Wow robvia.....so sorry to hear about your snafu!:( I have reservations for June also (ENT rate) that I made back in March. They were still ok last I checked (a few weeks ago) but thanks for the heads up to keep checking......no one should have to deal with this kind of stress when planning their vacation! Hope it all works out for you & you get the rate you originally booked for. Post back & let us know.

[curlyjbs]

Are you guys saying that even with a printed copy of the confirmation showing the rate you booked that they will NOT honor it?

That doesn't seem right.

curly:wave2:

[Eclpz314]

Wow, this thread scares me because I have 10 nights booked in one room and just added a 2nd room for 2 of those nights for my mom. The person I talked to said it would be the same confirmation # which struck me as odd. I'm going to go call and verify the ressie again right now!

UPDATE 5/13- just called and both rooms are listed on confirmation. ::yes::

[Castillo Mom]

Thanks for the heads up. I called HRH and everything is in order.

[SpideyHulk24]

Yikes! Sorry to hear this. I am going to call and confirm my booking.

[Az Pirates]

Same thing happened to us once through Hotel Kingdom.
HK and RPR worked together and did get our dates and rate back - but it took getting to a manager, several phone calls, and me faxing them my confirmation printout.

[themepark]

That stinks! I hope you get it all staightened out robvia!

[tiggerguy2000]

What I dont like is they dont send you a confirmation letter like disney does unless your getting the package deal like i got when the HRH first opened.This is my 3rd trip without any paperwork.I called last month to check on the dates and I got the confirmation number again and made up my own letter. Sorry to hear your bad news.
tiggerguy2000

[robvia]

I have a letter with all the info on it.
But they claim I called on April 29th and said, "I didn't want it anymore."
Yet in March, I called to see if it was ok to bring our yellow lab, and they said fine. HRH is a pet friendly hotel. They have record of that call in March.
Thanks for everyone for posting replies.
I'm e-mailing this thread to the next level as proof it's happened to others.

[Familyof14]

I booked online and RPH sent me an e-mail confirmation. Should I check later to make sure we still have reservations since I have it in writing?

[taxman]

I too had problems with a reservation at RPR. Had 4 nights and wanted to add 1 add'l night. First, I was told couldnt add one night cuz only had multiple night ressies only. But I already had four nights. go figure. Then, a second phone call to Lowes First this time and was told could add 1 night but they couldnt do it since my ressie was thru central reservations. third call to central reservations and was told they'd add the 1 night. So, the next day I check reservation. Got my add'l 1 night, but the other four were dropped from the system (and I had a written confirmation). Although I could get em back for rack rate - 240/nt ( I had 146/nt AP rate)! Lots of calls later, finally got my 5 nights at the old AP rate. But I had to jump thru some serious hoops. It really depends on who you deal with at reservations. Some dont have a clue. some can get it done. And I keep callin back to check. What ever happened to the no hassle vacation planning? I hope my stay at RPR is worth it.

[dantin]

I wanted to let all of you know that if you have a reservation and you call to make a change - any type of change they will automatically cancel your original reservation. It could be something as simple as calling to change from one bed to two beds or from a garden view to a pool view. The amazing thing is that once you call to make this change to your existing reservation they do not tell you that they are cancelling your original reservation and creating a new one. This creates all kinds of problems with your deposit. This has happed to me about 3 times. When we get to the hotel and I show them my confirmation number they tell me that the reservation has been cancelled and that my deposit has been refunded and that I need to pay for the entire room. AGH! So, please be aware that they do do this.

[DNSDisney]

Whew!! just checked my ressies they are still there. I had called a couple of weeks ago to add my loews no# and a couple of other things. I read this thread and went into a panic LOL
But all is ok here , they changed mine and kept the GA res. discount i had in tacked. What a relief!!:goodvibes :duck: :cloud9:

[robvia]

In my case, when I told them I was bringing the pet, they said ok, and then sent me an e-mail with all the reservation info. In fact, it was sent on March 24th, and my reservation was cancelled on April 29th and the confirmation number is the same. They told me to send an e-mail to unspecsvc@nb.aibn.com but I haven't received a response yet. If no response in the morning, then I'll have to get a phone number to call.

[themepark]

Originally posted by dantin
I wanted to let all of you know that if you have a reservation and you call to make a change - any type of change they will automatically cancel your original reservation. It could be something as simple as calling to change from one bed to two beds or from a garden view to a pool view. The amazing thing is that once you call to make this change to your existing reservation they do not tell you that they are cancelling your original reservation and creating a new one. This creates all kinds of problems with your deposit.

Fortunately I haven't had any problems with my reservations getting mysteriously cancelled but I have had the weird experience of changing my ressie. Once, I called to make a change when the AP rate dropped. I was told that they would not cancel the original ressie but simply make the change. Of course they did cancel it and make a brand new one. When I saw the deposit credited back on my bank statement, I immediately called to see if all my information was still correct. It was. THen a few days later they charged me for the deposit at the old rate. Their reservation system is quite strange.

[4greatboys]

I made RPR ressie back in Jan for June with the Ent rate. When I cb to change my rooms from regular to club level they only had me down for 2 rooms not 3. They said I didnt cb within the 24 hours to put down my dep :confused: I know it was less than 24 hours and the rep stated I needed to have made my dep back in Dec when I didnt even make the original ressie til Jan. I did make my new ressie on the club level with my AP rate and I have cb atleast twice to make sure I still had a ressie. I did but they still have only mailed us our confirmation for 1 room and not the other 2 even though I requested it more than once.

[Familyof14]

robvia - Sorry about your problem. I have two reservations set up right now (one at RPH and the other at PBH) both for the same dates. I hope I am not setting myself up for disaster!:eek:

Just a thought about what might have happened to you. Did you by any chance check your reservations online? I just checked mine online and as I was closing, I almost accidently clicked on the cancellation button. :eek: :eek:

[4greatboys]

I just cb to reverify mine today and so far so good (knock on wood).
Hope your able to get yours staightened out robvia

[robvia]

Nope, I've never gone online to check my reservation.

I called on March 24th to ask about adding a pet and they said fine. That was the last I called, then on April 29th (1 month later), it's cancelled.

They haven't responded to my e-mail. I'm going to call on Monday and ask for a phone number of someone higher up the ladder. I'm also e-mailing a journalist at the Orlando Sentinel this thread to find out why this happens. It's really the principle that's eating me up. I book this thing in January because I know the Entertainment rates sell out fast, plus it's mid week, and poof, it's gone and they're saying I did it.

[damo]

I just called RPR to check my reservation for next week. I had called and added another day so I was a little concerned. However, everything is in order.

Hope you get it all resolved Robvia!!!

[GAM]

I'm getting nervous now. I had made a reservation for 7-10 to 7-17 at the HRH with the AAA rate at $199.20 per night with an upgrade to a deluxe room because I was a loews gold member. Then we decided to spend a few days at a Disney resort since we had never stayed on-site and wanted to check out all the bikes and boats and "other things" you can do besides the parks at a Disney resort. I made my reservations with Disney but was waiting to drop the days off of my HRH reservation until I was sure my DH was on board with the Disney thing. I'm ready to make the change but now I am afraid I'll lose both my AAA rate and my upgrade to Deluxe if I change (the website shows $249 for those nights now even with the AA A rate). Do you think I will lose everything if I try to drop off some days? When I reserved they had no minimum no. of nights or anything as a requirement.

[A Mickeyfan]

Originally posted by curlyjbs
Are you guys saying that even with a printed copy of the confirmation showing the rate you booked that they will NOT honor it?

That doesn't seem right.

curly:wave2:

Yep.... that is what happened to me when the RPR first opened up.....

[GeminiMom]

I made my reservation over the phone by calling Loews.....never got a written confirmation, just the confirmation # they gave me over the phone. Should I have gotten written confirmation & should I be worried?:confused: I think I'll be calling Loews today!

[momof2inPA]

I wonder if it's just as easy for a reservationist to accidentally hit the "cancel" key, as it is for a normal person going on line? Could be a keyboarding error due to a poorly designed screen.... Hmmm.

[AaronX]

Yeah but if you or the people at Loews are going to cancel anything, i'm sure there has to be confirm button "Are you sure you want to cancel this reservation for July 2nd - 5th?" just as you would see online.

[4greatboys]

Originally posted by GeminiMom
I made my reservation over the phone by calling Loews.....never got a written confirmation, just the confirmation # they gave me over the phone. Should I have gotten written confirmation & should I be worried?:confused: I think I'll be calling Loews today!

We have 3 rooms all together at the RPR. 2 rooms June 4--7 and then 1 additionall room June 5-7. All I have ever gotten is a confirmation letter for the June 5-7 room, even though I have called more than once to ask the send me the confirmation letter for the other 2 rooms. No luck.

[AaronX]

Yeah, when they added my Loews number I asked for a confirm leter but, they'd never send me one. Atleast I have a e-mail saying that they were going to add it.

[*Flower*]

As we're due into PBH on Memorial Day Weekend, I got a bit nervous about this thread-

So I called Universal Reservations and confirmed both my May and December reservations. They're still there- so I feel better!!

[BarbaraMB]

HRH told me that they don't send out confirmation letters unless you request it. They then sent it out and I received it right away. I noticed that this year they have both my rooms under one confirmation number and repeated the same information for each room (# of adults/children in each room). They also haven't charged my deposit this time.

[mickman1962]

Family of 14

"Just a thought about what might have happened to you. Did you by any chance check your reservations online? I just checked mine online and as I was closing, I almost accidently clicked on the cancellation button."



How do you go about checking them online. I found nothing on either Universal's of Loew's site.

Thanks

[tinkerdorabelle]

I also am going next week in Royal Pacific for a 2 days, then over to Disney area. I was just recently upgraded on my Loews card, and I have an entertainment rate, I wonder if I'm eligible for the upgrades available with Loews such as upgraded room, fruit basket, late checkout if available, etc. Anyone know??? I'm also going to call them back to recheck my ressies.

[robvia]

No response to my e-mail sent to USF.
I did get a response from the Orlando Sentinel. The person I e-mailed doesn't cover hotels, so they are forwarding my e-mail to two other reporters, one who covers hotels, the other a consumer reporter.

[robvia]

Looks like I made enough noise saying I had contacted the Orlando Sentinel. Sent USF another e-mail Monday afternoon and this time they responded.

Dear Mr. Viands,

We apologize for not responding to you sooner, but we have taken the liberty of reinstating your original reservation under a new confirmation number of xxxxxxxx - arriving at the Hard Rock Hotel on June 15th for a 2 night stay under the entertainment rate of $174 per night plus tax.

We do ask for the name of the caller as well as whether they can verify the address on the reservation and the reason for cancelling the reservation, before we actually do cancel the reservation. Whomever, cancelled your reservation did state that their name was Robert and they were able to give the reservation agent your complete address down to the inclusion of the zip code.

If we can be of any further assistance, please feel free to contact us at 1-888-837-2273 option #2 and ask for Special Services.

Sincerely,
Joan
Universal Special Services
Central Reservations Office

[damo]

That is so weird. So they are saying that someone gave your confirmation number, name and address and cancelled your reservation? Who'd you tick off lately?;)

[4greatboys]

Atleast you got your rate back but the whole story sounds kind of fishy to me. Who is going to have all that info about you? It sounds like that did get the info when you called in but looks like the rep made the mistake of canceling it. I dont know why they just dont say sorry, we made a mistake here's your rate back.

[Familyof14]

- Maybe your husband cancelled them and was upgrading you as a surprise. :earsboy:


mickman1962 - Try this:
https://www.netbooker.com/booker/AppLogic+booker.retrieval.Entry?iid=UE

You can either put your CC # in or the reservation number to check your reservation.

[GeminiMom]

Originally posted by Familyof14
- Maybe your husband cancelled them and was upgrading you as a surprise. :earsboy:

I'm pretty sure his husband didn't cancel for an upgrade, but the jury's still out on the yellow lab.....Better check your welcome gift too Rob......instead of milk & cookies, I'm betting it's now dog biscuits!:p

Glad you got it all straightened out even though it required more work than should have been necessary. I re-checked our reservation last night & Loews still has ours as was originally booked, a relief to me.

[DNSDisney]

Originally posted by Familyof14
- Maybe your husband cancelled them and was upgrading you as a surprise. :earsboy:


mickman1962 - Try this:
https://www.netbooker.com/booker/AppLogic+booker.retrieval.Entry?iid=UE

You can either put your CC # in or the reservation number to check your reservation.

OK has this site worked for any one else? because it is telling me no ressie if found for me

I double checked last wk when this thread started and my ressie was there by phone. Is this site a universal site or someones elses? Now i am worried again!:confused:

[highlander447]

Alls well that ends well but u must have a malicious friend:jester:

[robvia]

I've ticked off a few people in RRC with my remarks about family rides. And no, the wife didn't try to upgrade anything, I asked her. But for someone to impersonate me, they'd have to know my confirmation number and address, which I've never posted anywhere. If someone knew that much information about me and was that mad, I'm sure they'd do more than just cancel a reservation at the HRH. The only person that could do something like this, is someone who works there.

Plus with others saying the same thing has happened to them in one way or another, it makes me believe their reservation system is flawed.

They gave me a new confirmation number, and I have received an e-mail with all the info. I'm scared to call in and make sure it's still there. I'm going to keep checking my credit card statement everyday.

[themepark]

Originally posted by DNSDisney
OK has this site worked for any one else? because it is telling me no ressie if found for me

I double checked last wk when this thread started and my ressie was there by phone. Is this site a universal site or someones elses? Now i am worried again!:confused:

It doesn't work for me. It shows nothing. I just called last night to confirm and my reservations were intact.

[Familyof14]

Perhaps the link I gave is just for the Portofino Bay Hotel. It just worked for me.

Sorry!

[AaronX]

It didn't work for me either.

[A Mickeyfan]

The link just worked for me. I want to say that the link will only work if you originally booked online. If you book thru the phone, you will not be able to check online, at least that is how it has been with me.... :flower:

[Cmould]

When I read this thread I too called Loews to check my reservation and the conversation I had with the Loews reservationist was upsetting to say the least!

I'm Loews Plat. I have reservations for a king suite at the PH hotel at the AAA rate of 175.00 per nt. (AAA rate for standard room with comp upgrade to suite because of plat.)

The young lady I spoke to claimed that AAA is only eligible for the welcome gift and that Loews reservations had made a mistake and someone would have to call me. When I pressed her as to why they would have to call me,as I do have a reservation that confirms my rate and room she became almost rude and was certainly evasive.

I told her that I knew AAA was eligable for the upgrade because I did the same thing in June at the HRH. She said they would call me.

I called Loews Customer service and relayed the story. LCS said I was right and kept me on hold while they called Loews Reservations. She got back on and said that they needed to get on the same page but she was unable to contact a supervisor at Loews reservatons. She said not to worry they would certainly honor my reservation.

An hour later someone from Loews reservations called me. They were difficult to understand but I think the jist of it was that the rules were changing but they would still honor the rate quoted me.

My advice to everyone with a discounted rate tied to an upgrade is MAKE SURE YOU HAVE WRTTEN CONFIRMATION !

Now I have to figure out how I'm going to cancel one of two other rooms I have without screwing this whole thing up.
Carol

[Familyof14]

Mickey - Makes since to me.

That's a great rate! When is tour trip?

[maggiew]

I had a slight problem with PBH reservations. When I made my reservation several months ago, I was quoted $155 for a Bay view room with the Entertainment Book rate. I received my email stating the rate and the view, etc. WEll, about a month ago after reading some things on this board I decided to call and add a request for a non-pet room due to my allergies. The CM said, no problem and we hung up. Two days later I received an email that my reservation had been canceled. Then another email that I had a new reservation but it said $155 but a GARDEN view. This change was out of the blue and was NEVER mentioned when I made the request for a non-pet room. Apparently the CM who made my original reservation and made a mistake and gave me the rate for the Garden View room but put down Bay view. The second CM must have recognized this and decided to change it on her own!! Without telling me. I called the reservation line and asked what had happened - why did my view get downgraded? They had to have someone in Guest SErvices or something like that call me back. Luckily, since I had the original email that said $155 and Bay view that they were going to honor that rate. So it all worked out in the end. The part that makes me mad is that this CM just made the change without telling me!! It may have been a different story if she had said that the rate was a mistake, blah blah, I may have understood. But I think it was sneaky to do it behind my back.

Maggie