Bad stay at HRH!!!

[AspiringCindy]

We checked in on 8/16 at 12:30...and didn't expect to have a room ready(and didn't) so decided to go to the parks for a few hours! They gave us a number to call in a little while...so we waited till 2:30 NOT READY! Then called at 5:00 Not Ready! We wound up checking in at 9:45 PM!!! We had a deluxe room and requested Pool view( and yes..I know requests are just requests) and were given the ugliest view of a roof and front entrance and floor 5 surrounded by dogs! Everytime we left the room, we passed atleast 2 different parties with dogs! One morning, we were awakened by constant barking! The rugs were a mess(dirty, stained and worn) and our room had a weird odor! We asked to switch, but was told the hotel was sold out! We were on the Entertainment rate...so we didn't receive our welcome gift(Loews member)! They doubled charged us for a Cabana and was told they would remove 2nd charge, but I am waiting to verify this with Visa! Also, when we asked for a late check-out(being that we had a late check-in) the reception girl told us even though we are Loews members, they will not give us the benefits because we are paying Entertainment rate! That is CRAZY! When you stay at a Disney resort with a code, they don't discriminate between rates people pay...They simply give everyone good service!
On a positive note, we rented the cabana for the day, and that was wonderful!...it really made you feel special! The proximity to the parks is unmatched and the FOTL made it all worth it! Would I stay at HRH again?...only if I got another unbelievable rate!

Does anyone have an EMail address for complaints?

 

[luvdisney14]

Sorry to hear about the problems you had with your stay. We stayed there last year and the rugs were definately worn. I don't think this resort is kept up like a disney resort. You mentioned that you were on the 5th floor, is that the animal floor. If so, I will have to make sure that I request not to be on that floor. I am not very fond a strange pets. We are hoping to return to HRH next summer if we get a good rate, I would love it if they would fix up the rooms a little. Another option is to stay at Royal Pacific. I think that resort is in better shape, but they don't have a slide in their pool.

 

[AspiringCindy]

I am not sure if it is considered a DOG floor, but I saw atleast a dozen different guests with pets in the halls! I happen to love dogs! We have 2 of our own...but they have to figure out a better plan with these guests! I was skeeving the rug in our room!
I do love the pool area! It was nicer and alot more fun than the Poly's pool!

 

[robvia]

Sorry to hear about your bad stay.

Yes, the 5th floor is for dogs, we stayed in room 5026 earlier this year. Our dog barked when we arrived because the daughter was excited and played. We got a call from management, and then they came up to talk with us. After that we kept the dog from barking.

Looks like the Entertainment rate is finished, most have better luck with the AP rate.

If you wish to complain, the e-mail address is
unspecsvc@nb.aibn.com
If that e-mail address doesn't work, the phone number is 1-888-837-2273 option 2. But the e-mail address is one level up from the people you would speak to on the phone. If they don't respond to your e-mail, you may have to send another a few days later.

 

[highlander447]

Thats a terrible check in time ridiculous to wait that long for a room am sure some posted Lou Carrier adress on this board so I would search old posts as he is the general manager at HRH

 

[highlander447]

Did a search and found it here it is lcarreir@loewshotels.com.

 

[AspiringCindy]

Thanks so much Highlander!

 

[bratray]

i'm sorry you had to wait so long to get checked in

just wondering why you didn't speak to management- after 5pm i would have been livid and would have expected some type of compensation for my long wait- it states that check in time is 4:00

i hope you write lou a letter- this to me is unacceptable!

 

[hftmrock]

I agree with Bratray.

I was wondering what people do after you dont get a promised service (like 4:00pm check in). Do you call for a management? Do you look for a compensation in an upgrade to the room? Money off?

How do you stand up for yourself in these situations without looking ridiculously pushy? Do you ask for compensation?

Just curious. I have been in this type of situation before and sometimes I push a little and sometimes I just wait...

What does other people do given the same scenario here. You are with you family and then make you wait until 9:00pm until your room is ready. Do you just grin a bear it?

 

[AspiringCindy]

Originally posted by hftmrock
I agree with Bratray.

I was wondering what people do after you dont get a promised service (like 4:00pm check in). Do you call for a management? Do you look for a compensation in an upgrade to the room? Money off?

How do you stand up for yourself in these situations without looking ridiculously pushy? Do you ask for compensation?

Just curious. I have been in this type of situation before and sometimes I push a little and sometimes I just wait...

What does other people do given the same scenario here. You are with you family and then make you wait until 9:00pm until your room is ready. Do you just grin a bear it?

I am usually more pushy!...and somehow get compensated, but for some reason, I didn't go that route! Maybe it was the people working there! I didn't want to seem not HIP! After we called the 2nd time to see if the room was ready, they almost seemed annoyed! I kept asking for an upgrade...and they kept saying," Sold Out"! I am definitely writing to the general manager!

 

[Mercy]

Originally posted by AspiringCindy
I am usually more pushy!...and somehow get compensated, but for some reason, I didn't go that route! Maybe it was the people working there! I didn't want to seem not HIP! After we called the 2nd time to see if the room was ready, they almost seemed annoyed! I kept asking for an upgrade...and they kept saying," Sold Out"! I am definitely writing to the general manager!

We checked in on Aug. 15, we had reserved 3 nights at the Ent. rate. We decided to try to stay another night and asked at check in if there was availabilty. The girl who check us in was rather rude, or "hip", whichever way you want to view it, and said the same thing... "no, we're sold out" rather bluntly.

Well the next day while sitting at the pool (which was very nice), and after drinking a Cabo Wabo Rita (which was very delicious and potent), I decided to CALL reservations at the HRH and inquire again about the extra night. The told me sure they have a room and quoted me $219 (I paid $134 Ent. rate), I said ok, but made sure I would not have to change rooms. She put me on hold and came back and said that no, we would not have to change rooms and my rate would be the same $134... woo hoo! I felt like going back to Miss Too Cool For Herself at the front desk and going "nah, nah, nah, I got another night anyway!!!"

Actually the "hip" attitude of this hotel was the one thing that kind of bothered me, mainly because it kind of borders on rude. We were on the 5th floor and I did see some guests with dogs, that didn't really bother me, and my room was in pretty good condition. But most of the time I just felt like saying, "get over your cool self!"

But all that said, my DH and DS's really liked the hotel and I loved FOTLA and would probably stay there again with a good rate.

 

[AspiringCindy]

If I had paid rack rate, then I really would have been mad...but because we only paid $164/night for a deluxe room, I just let it slide! Like you said,"FOTL made it all worth it"!...and not all the employees were rude. The girl in the business office was really nice and mailed out packages for me, and the cabana guy(loaded with tatoos and facial piercings) was also very nice and accomodating! Most of my problems were with the front desk! Did you happen to notice the rug in the hall by the ice station? It leaked and leaked and ran right into the hallway on the 5th floor! It caused a nasty stain and smell!!

 

[Mercy]

Originally posted by AspiringCindy
Did you happen to notice the rug in the hall by the ice station? It leaked and leaked and ran right into the hallway on the 5th floor! It caused a nasty stain and smell!!

Yes, I did see that, I was wondering what had happened. What room were you in? Maybe we were neighbors.

 

[D&R love Disney]

AspiringCindy, we had the same cabana guy - Drew last friday. He was great!
We had the same view over the roof but on the 6th floor. Our rooms were clean and had no problems.

 

[AspiringCindy]

We were in 5041! You have to walk past the ice machine room and down the hall right before you hit the next circular hallway we were on the right side!

 

[Mercy]

Hey, we were neighbors... we were in 5048! Our room was on the left side going back to the rooms. What was the view from your room? Ours looked out to the pool, but we were over a roof so we couldn't see the pool that well. I had to stand on that ottaman in the room to see.

 

[lovetheparks]

We also had a really bad stay at the Hard Rock and I contacted Lou Carrier directly via email. I believe I was sent a follow up "How was your stay" email and I got his name and email addy from that.

We ended up getting a free night for our next time and I have to say that was very much better, they even sent a fruit/cheese tray and had a manger call us to see if everything was OK.

I was very angry of course but I did allow them to make it right and now, would definitely go back. I would let Lou Carrier know of your bad time for certain.

 

[AspiringCindy]

I just sent Lou a letter via E Mail! I hope I get some response!

 

[higgyman]

Originally posted by Mercy
We checked in on Aug. 15, we had reserved 3 nights at the Ent. rate. We decided to try to stay another night and asked at check in if there was availabilty. The girl who check us in was rather rude, or "hip", whichever way you want to view it, and said the same thing... "no, we're sold out" rather bluntly.

Well the next day while sitting at the pool (which was very nice), and after drinking a Cabo Wabo Rita (which was very delicious and potent), I decided to CALL reservations at the HRH and inquire again about the extra night. The told me sure they have a room and quoted me $219 (I paid $134 Ent. rate), I said ok, but made sure I would not have to change rooms. She put me on hold and came back and said that no, we would not have to change rooms and my rate would be the same $134... woo hoo! I felt like going back to Miss Too Cool For Herself at the front desk and going "nah, nah, nah, I got another night anyway!!!"

They were completely booked; the reservation system probably shouldn't have taken the reservation. We had three nights starting on the 18th. When we arrived at around 10:30PM, we were told the hotel was overbooked and we were put up in a room at the Peabody. The hotel staff went out of their way to be helpful and the Hard Rock did not charge us for the night and sent up a fruit tray the next day when we did check in.

 

[AspiringCindy]

Still no response from GM at HRH! Now what?