A bit annoyed with the reservation line

GaSleepingBeautyFan

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Aug 12, 2007
Messages
10,685
I'm just venting here:

I'm booked at RPR for a Jurassic Park Kids Suite over Memorial Weekend for 6 nights.

I found out we can only stay 5 nights so I called to adjust my dates and was told that I would lose the Kids Suite and the rate because there are no kids suites available any longer over that weekend. It would have to be a cancel and rebook for another room type instead of just a quick adjustment.

So I ask for a Supervisor who comes on the line and tells me the same thing. I explained that I want to keep the room - just have it for one less night but was still told not possible. So then I said that doesn't make sense because I'm already booked in the room so why would we lose it just because we don't need one night.
I was told it's the way their computer system works. That is totally ridiculous.

I have left it alone currently because I figure I'll call back in a day or so but it so annoying that I can't just make an adjustment.

If I can't make the adjustment when I call back, I don't know what I'll do. We want the kids suite and I'm honestly not interested in staying at RPR if I can't book the room we want.

I guess I'll talk with the kids when they get home and see if Kids Suites are available in the Hard Rock Hotel for the dates I need that weekend.
 
That's really bizarre of their system....Did you call the hotel directly or the reservation line? I know with most hotels if you call the front desk they can help out a lot better. Don't give up!
 
That is the way their reservation system works. You need to call the hotel directly to circumvent the computer system. The reservationists work according to the system. There are several of us who have had that issue but have it fixed by calling the hotel directly.
 
We have a kids suite booked for that same time (May 26th for 6 nights) and I had a bit of trouble as well. Initially we were booked for 5 nights and I wanted to add a night. Was told repeatedly it was not possible. Calling the hotel directly did not really help---though they were very nice there---they could not reserve a room (only block a room after reservation is made). Anyway, I called a couple of times more and voila---third try was a charm. Apparently they have "blocks" on rooms for various stays and if your stay doesn't match what they have you are out of luck. When I called the third time the block had opened up to a 6 night stay and we were able to add a night.

Good luck w/ everything!

P.S. We have friends coming w/ us on this trip and when we originally booked there was only one kid suite available and my family reserved it, so our friends reserved two adjoining rooms. I was checking earlier this week and noticed that there was a 5 night stay available from May 27th-June 1st and notified my friend in case she was interested. Just a thought---in case you want to try your luck w/ cancelling and re-booking.
 

We have a kids suite booked for that same time (May 26th for 6 nights) and I had a bit of trouble as well. Initially we were booked for 5 nights and I wanted to add a night. Was told repeatedly it was not possible. Calling the hotel directly did not really help---though they were very nice there---they could not reserve a room (only block a room after reservation is made). Anyway, I called a couple of times more and voila---third try was a charm. Apparently they have "blocks" on rooms for various stays and if your stay doesn't match what they have you are out of luck. When I called the third time the block had opened up to a 6 night stay and we were able to add a night.

Good luck w/ everything!

P.S. We have friends coming w/ us on this trip and when we originally booked there was only one kid suite available and my family reserved it, so our friends reserved two adjoining rooms. I was checking earlier this week and noticed that there was a 5 night stay available from May 27th-June 1st and notified my friend in case she was interested. Just a thought---in case you want to try your luck w/ cancelling and re-booking.

The OP's problem is different. They don't want to add on a day. They want to take off a day. The room they want is the one they've got just with one less day, so really you would think there wouldn't be an issue. However, the computer will cancel your current reservation and then make a new one. Since the rate they currently have is all sold out, they can't rebook for one less day at the rate that they had...they would have to book with the rates that are available now. Hence the frustration. It isn't that there are no rooms available, just that the rates they got are no longer available if they have to cancel and rebook.
 
The OP's problem is different. They don't want to add on a day. They want to take off a day. The room they want is the one they've got just with one less day, so really you would think there wouldn't be an issue. However, the computer will cancel your current reservation and then make a new one. Since the rate they currently have is all sold out, they can't rebook for one less day at the rate that they had...they would have to book with the rates that are available now. Hence the frustration. It isn't that there are no rooms available, just that the rates they got are no longer available if they have to cancel and rebook.

That's exactly it. I really don't want to pay 499.00 a night when I should be able to keep my 374.25 a night rate.

So I called the hotel directly and was told I needed to speak with the reservation line to make any changes. I think it's just my luck today LOL.

I did check with my kids and they much prefer being at RPR than HRH. The kids suites at HRH don't look all that great and the kids prefer RPR over HRH.

I figure I'll call back tomorrow.
 
That's exactly it. I really don't want to pay 499.00 a night when I should be able to keep my 374.25 a night rate.

So I called the hotel directly and was told I needed to speak with the reservation line to make any changes. I think it's just my luck today LOL.

I did check with my kids and they much prefer being at RPR than HRH. The kids suites at HRH don't look all that great and the kids prefer RPR over HRH.

I figure I'll call back tomorrow.

I'd call the manager or at least send him an email. His name is Larry Beiderman.

email should be lbeiderman@loewshotels.com

You could also try just emailing the hotel first by going here... http://www.loewshotels.com/en/Royal-Pacific-Resort/index/contact
 
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if you contact Larry, you won't have any issues with your ressie.

he really needs to hear from you about the issues with the reservation line.


i made contact and heard back immediately when i had an issue with reserving my room.


i made my ressie in December last year for my october '12 stay.

i called the Loews number and then my call was transferred to an outsource center in canada.
well, i ended that call quickly and called back and got the canada center again. :sad2:
must be new peeps working that line as i received incorrect info when booking.


this is the first time i ever had an issue booking a room.
i wasn't upset, just taken back that it happened.

it was all taken care of with everyone satisfied.

 
if you contact Larry, you won't have any issues with your ressie.

he really needs to hear from you about the issues with the reservation line.


i made contact and heard back immediately when i had an issue with reserving my room.


i made my ressie in December last year for my october '12 stay.

i called the Loews number and then my call was transferred to an outsource center in canada.
well, i ended that call quickly and called back and got the canada center again. :sad2:
must be new peeps working that line as i received incorrect info when booking.


this is the first time i ever had an issue booking a room.
i wasn't upset, just taken back that it happened.

it was all taken care of with everyone satisfied.


Loews has hotels in Canada as well. I've dealt with some employees from Canada before. I don't think it is an outsource centre. I think that before they had the central Orlando line, you used to just be connected with the main line. That line often had French speaking operators...I guess because there are two hotels in Quebec. I wonder if at certain times when the Orlando line is overwhelmed, it connects to the main reservation line? Those people wouldn't be as informed as the dedicated Orlando centre.
 
If the night you are cutting out is the last night, can't you just check out early ? A few years ago that is what I did and it did not change the rate for the nights I did stay.
 
Loews has hotels in Canada as well. I've dealt with some employees from Canada before. I don't think it is an outsource centre. I think that before they had the central Orlando line, you used to just be connected with the main line. That line often had French speaking operators...I guess because there are two hotels in Quebec. I wonder if at certain times when the Orlando line is overwhelmed, it connects to the main reservation line? Those people wouldn't be as informed as the dedicated Orlando centre.

no, they both told me it is the outsource center.
 
If the night you are cutting out is the last night, can't you just check out early ? A few years ago that is what I did and it did not change the rate for the nights I did stay.

You are supposed to give 5 days notice for cancellations. You could have been charged for that night.

no, they both told me it is the outsource center.

That is weird that they outsource to Canada where our wages are higher.
 
I wanted to let everyone know that I called RPR direct today and was able to remove the day on the front of the reservation with no problems.

It's too bad they can't get the normal computer reservation system to be able to make a quick change like that.
Thanks for all the advice.
 
I wanted to let everyone know that I called RPR direct today and was able to remove the day on the front of the reservation with no problems.

It's too bad they can't get the normal computer reservation system to be able to make a quick change like that.
Thanks for all the advice.

Excellent!!!

Whoever designed that reservation system did an awful job. It seems that calling the hotel directly is the only way to get around it.
 
This is the same thing at many hotels, we stayed at the Hilton Grand Vacations last year and when I booked I told them I didn't know if I needed 4 nights or 5 so they told me to book the 5 nights for the 3 rooms and remove one if I needed. Well right before our stay I called and was told that if I removed the night the rate would go up $100 per night per room. I also had to call the hotel directly and speak to a manager to fix our rooms for the correct number of nights.

Many times when you make a reservation part of the disclaimer says that if you need to add/remove/switch nights then you are subject to a rate change or not being able to get a room :(

Still stinks though!
 
I'd be annoyed too. I have no problem doing this in under a minute with a regular old Hojo, so I wouldn't expect Loews reservations to be a problem. Glad it's all figured out now. :thumbsup2
 
Thanks for updating, I had been a bit worried about this after reading your thread. We have 6 nights reserved at Hard Rock in May, but might have to drop the first night if the girls don't get moved out of their college apt. soon enough. Glad to hear I can contact the resort if necessary.:goodvibes
 
:goodvibesHow long did it take for you to hear back from them. I have a similar problem and emailed them last week and haven't heard back. Wondering if I should just email the gm?:confused3
 
:goodvibesHow long did it take for you to hear back from them. I have a similar problem and emailed them last week and haven't heard back. Wondering if I should just email the gm?:confused3

Try calling the hotel directly.
 












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