Better rate but they won't let me book it...

[catwoman71]

I had made a reservation at RPR for two nights with the 2 park ticket. We have decided that we would like to add an extra night to our reservation so I checked availability online before calling. When I check online, it gives me a super saver rate for the three nights.

When I called, the girl on the phone says that the super saver rate is online only and they cannot give me that same rate over the phone. The difference in price between online and on the phone is over 200 dollars.
There is no where on the website that I can find that says this is online only.

Also, I've already paid my deposit.

Any advice or thoughts would be greatly appreciated!

 

[lisaross]

I would ask to speak w/a Manager! You can always cancel your reservation and rebook!

good luck

lisa

I had made a reservation at RPR for two nights with the 2 park ticket. We have decided that we would like to add an extra night to our reservation so I checked availability online before calling. When I check online, it gives me a super saver rate for the three nights.

When I called, the girl on the phone says that the super saver rate is online only and they cannot give me that same rate over the phone. The difference in price between online and on the phone is over 200 dollars.
There is no where on the website that I can find that says this is online only.

Also, I've already paid my deposit.

Any advice or thoughts would be greatly appreciated!

 

[damo]

If you have booked through the Universal Orlando website, it is a travel agency called Universal Parks & Resorts Vacations and they make their own rules. Often, once you have booked a package with a travel agency, they don't let you change it without penalty. However, there usually is just a revision fee. Here are their rules:

Revision Fees:
Once deposit and/or full payment is received, a $50 revision fee per transaction, plus any applicable services fees or price increases, will be assessed for any changes made to the reservation including, but not limited to, dates, air carrier, hotel, and ground transportation. If your vacation includes airline reservations, air change fees apply, plus a $50 per reservation revision fee and any other fees or price increases imposed by the airline will be charged. Fees are non-refundable. Certain types of airline reservation changes, including name changes, are prohibited based upon restrictions imposed by the carrier.

Cancellation Fee for Bookings:
DAYS PRIOR TO ARRIVAL - PENALTIES
45 days or more - Full refund*

44-6 days - $100 fee per reservation, plus fees imposed by hotel, airline and/or other components

5-0 days - $200 fee per reservation, plus fees imposed by hotel, airline and/or other components





If you have booked through Loews directly, there is no reason you can't cancel and rebook without penalty as long as it is within 5 days of your arrival. They will simply refund your deposit and charge you a new deposit with your new booking.

The super savings rate is definitely not online only. I booked mine on the phone and always have. Either way ... call again. Sometimes the reservationists are a bit clueless!!!

 

[nifty16]

Something to consider: the supersaver rate will not include the tickets. So if you switch to the supersaver rate, you'll have to buy the tickets separately.

 

[catwoman71]

Thanks to everyone for your words of advice!

I decided to try to call back to see if a different person would give me the rate. This time I got a lovely woman named Denise. When I told her my issue, she said just one second while I check the rate - in about 10 seconds, she came back with the same rate that I was getting online. I've made the change to add the extra night second week of March, and received the super saver rate.

It always amazes me how one customer service person can be the EXACT opposite of another in terms of knowledge, helpfulness (is that a word?) and personality!

 

[damo]

Thanks to everyone for your words of advice!

I decided to try to call back to see if a different person would give me the rate. This time I got a lovely woman named Denise. When I told her my issue, she said just one second while I check the rate - in about 10 seconds, she came back with the same rate that I was getting online. I've made the change to add the extra night second week of March, and received the super saver rate.

It always amazes me how one customer service person can be the EXACT opposite of another in terms of knowledge, helpfulness (is that a word?) and personality!

Yay!!! It is always useful to talk to someone else. I have dealt with some wonderful people at Loews and some who really knew a lot less than I did.

 

[rpbert1]

I have found this as well , i called to change rate , but was told i could not change it, i knew i could , with the info i have learnt on here over time , so rather than argue, i just called back and the person was more than helpful and changed the rate without any probs

 

[nifty16]

Thanks to everyone for your words of advice!

I decided to try to call back to see if a different person would give me the rate. This time I got a lovely woman named Denise. When I told her my issue, she said just one second while I check the rate - in about 10 seconds, she came back with the same rate that I was getting online. I've made the change to add the extra night second week of March, and received the super saver rate.

It always amazes me how one customer service person can be the EXACT opposite of another in terms of knowledge, helpfulness (is that a word?) and personality!

Did the package still include tickets?

 

[catwoman71]

Yes, the total package was room and tickets. 3 nights RPR, 2 park unlimited tickets.

 

[macraven]

.

 

[damo]

One of the call centers was changed to Canada a few years back.

when you call for making a ressie, you don't know if you are talking to someone in Orlando or Canada.

I have had incorrect information in the past due to the call center i reached was not trained properly.

You saying that we Canadians don't know what we're talking about???

 

[macraven]

much easier to delete the post since it has unintentionally offended some.

 

[damo]

much easier to delete the post since it has unintentionally offended some.

No it didn't. Just teasing you Mac!!!

I totally agree that having call centres offsite can be annoying. I'm not even sure where the Universal Orlando call centre is. Loews has a few hotels in Canada, so I can see them having some sort of call centre up here. I know I called the Loews First at one time and spoke to a gentleman with a french accent. And you're right...he couldn't answer my questions!!!

 

[macraven]

ok, i'm back.

one of my friends had a job at the orlando call center before it was split up to outside call centers.

the main problem i have when that happens is, orlando employees know the park and universal. they are highly trained. they are accurate in answering questions or helping you order whatever you want to.

the outside call centers hire people to answer calls and read the screen with a set reply.

many wrong answers.

a few years back, i ended up with the call center when i was trying to buy the hhn tickets.

the person told me the one day ticket was $600.


i knew that was incorrect.
there were no supervisors for her to transfer me to as i wanted to buy but not at the price on her screen.


i ended up calling back later and reaching a different employee. it then turned out well.

it's a bad situation when a newbie calls to buy a package, tickets, get information, etc and is giving erroneous information. how many people would call back again to book??