Check your HoJos Reservations!

[DizDragonfly]

I made reservations months and months ago for this coming Nov/Dec. The other night I made a second reservation online when I realized that a Kids Suite had opened up for the other dates I needed. I called today to cancel the first reservation and apply a discount to the new reservation.

Well, they found the new reservation with no trouble, but apparently they upgraded their system recently and my old confirmation # no longer worked in their system and they had NO RECORD of me having made that first reservation. She said there were some "glitches". Ummm, yeah, ya think?

If I hadn't had to make changes to my trip, I would have shown up at the hotel and they wouldn't have had a room for us!

And to top it all off, I just noticed that the day I had that overlapped between both reservations, I had originally reserved for a cheaper rate (Entertainment Book Rate) than my second reservation (Passholder) ended up being for that same night. I suppose I can call and ask them nicely to give me the original rate for that night, but since they don't even have a record of me making that reservation, there's no reason for them to honor it.

Bottom line: Check your HoJo's reservations to make sure you still have one!

 

[DizNee Luver]

Yikes.....that would have been a nightmare to show up & have no room!!! Glad things worked out!!

 

[Aussie Princess]

i just emailled them to check mine

 

[longtimedisneylurker]

And to top it all off, I just noticed that the day I had that overlapped between both reservations, I had originally reserved for a cheaper rate (Entertainment Book Rate) than my second reservation (Passholder) ended up being for that same night. I suppose I can call and ask them nicely to give me the original rate for that night, but since they don't even have a record of me making that reservation, there's no reason for them to honor it.

Well, you never know unless you ask. The worst that can happen is they say no and you're in the same situation as now. Do you have an e-mail confirmation of your original reservation that you can send them and attach your rate adjustment request to?

 

[Littleprincess2010]

Did they say when they did the upgrade to their system? We got confirmations emailed to us a couple of weeks ago but now Im worried

Is Lorealle out there anywhere We need reassurance!!!

 

[silence]

I made October reservations a few months back. I called earlier this week to cancel and they had it even w/o my conf. #. They also had my November ressie which was made when Nov. dates were first published long ago.

 

[Littleprincess2010]

I made October reservations a few months back. I called earlier this week to cancel and they had it even w/o my conf. #. They also had my November ressie which was made when Nov. dates were first published long ago.

This is good to hear!!!

 

[DizDragonfly]

Well, you never know unless you ask. The worst that can happen is they say no and you're in the same situation as now. Do you have an e-mail confirmation of your original reservation that you can send them and attach your rate adjustment request to?

I'll probably ask. It's not a lot of money, but it's at least a couple of Mickey Bars, right?

No, unfortunately, no email confirmation. I made that reservation by phone because I was asking for the Entertainment Book rate.

 

[DizDragonfly]

Did they say when they did the upgrade to their system? We got confirmations emailed to us a couple of weeks ago but now Im worried

Is Lorealle out there anywhere We need reassurance!!!

She didn't say when the upgrade was, but I made that reservation months and months ago. Maybe even last year. I wish I had jotted down who I spoke to and the date, but I just put the reservation details on my calendar, noted the cancellation deadline and the fact that I had to bring my Entertainment Card.

It's entirely possible that mine was the only reservation that got lost, but I wanted to give a heads up for anyone else who made have gotten lost in the "glitch" as well.

 

[Littleprincess2010]

She didn't say when the upgrade was, but I made that reservation months and months ago. Maybe even last year. I wish I had jotted down who I spoke to and the date, but I just put the reservation details on my calendar, noted the cancellation deadline and the fact that I had to bring my Entertainment Card.

It's entirely possible that mine was the only reservation that got lost, but I wanted to give a heads up for anyone else who made have gotten lost in the "glitch" as well.

Im thinking we are ok, but Im going to email Lorealle in the morning to confirm.

 

[longtimedisneylurker]

I'll probably ask. It's not a lot of money, but it's at least a couple of Mickey Bars, right?

No, unfortunately, no email confirmation. I made that reservation by phone because I was asking for the Entertainment Book rate.

Bummer. Just so you know for future, you can ask for an e-mail confirmation of your reservation when you book by phone. It always makes me feel more comfortable to have something in writing that came from the hotel that I can refer to.

 

[blackjackdelta]

Just a word of advice, always check to make sure you have a reservation at least a couple times before arriving and always request an email with a confirmation number for proof. I travel a lot and it is easy for anyone to mess things up.

Jack

 

[smiley_face2]

I know this big upgrade was the whole Hojo's system, not just the local one, and it was on the weekend of October 2. I know that because with our reservation, our last night was not available in the premium room we have for the rest of it. I have been checking the online booking system everyday to see if it has become available, and that weekend it showed up. I selected the room and tried to book it online but it said there was system maintenance and to call the 1-800 number which I did. She told me she could not book it either because the whole system had been down all day, and would not be back up before the next day at the earliest. So then I called Hojo's (anaheim) directly and premium rooms for that day were not showing in their system. I followed up with an email to Kimberly and on monday morning she confirmed it was not available, it was just a glitch over the weekend.
Anyway, like Jack said, I always ask for a confirmation to be emailed to me and I print it and bring it! I've had to deal with incorrect prices 2 times now, once there when I had to walk all the way back to my room to get the confirmation to show them, was so glad I had it! and once somewhere else, so it can happen anywhere.....and you know the price difference is NOT going to be in your favor, and if you are talking about the difference between regular and entertainment/passholder, the difference can be in the hundreds of dollars!

 

[Disneyof3]

I booked our March 2011 in May of this year. I'm at work and don't have my reservation # on me. If I call them now, will they be able to find my reservation??

 

[Disneyof3]

I called anyway and they had my reservation still, but arriving one day later. So they changed it

 

[Hojoanaheim]

I made reservations months and months ago for this coming Nov/Dec. The other night I made a second reservation online when I realized that a Kids Suite had opened up for the other dates I needed. I called today to cancel the first reservation and apply a discount to the new reservation.

Well, they found the new reservation with no trouble, but apparently they upgraded their system recently and my old confirmation # no longer worked in their system and they had NO RECORD of me having made that first reservation. She said there were some "glitches". Ummm, yeah, ya think?

If I hadn't had to make changes to my trip, I would have shown up at the hotel and they wouldn't have had a room for us!

And to top it all off, I just noticed that the day I had that overlapped between both reservations, I had originally reserved for a cheaper rate (Entertainment Book Rate) than my second reservation (Passholder) ended up being for that same night. I suppose I can call and ask them nicely to give me the original rate for that night, but since they don't even have a record of me making that reservation, there's no reason for them to honor it.

Bottom line: Check your HoJo's reservations to make sure you still have one!

So here’s the complete scoop…

We completely changed our reservations software application back in April of this year. Most reservations transferred with no issues; however, we did experience a few “glitches” which were quickly corrected. Our new reservations system is better in many ways, and allows more accurate billing to accommodate the Entertainment and AP rate changes. More recently, in the beginning of October, the central HoJo reservations system experienced a problem which prevented new reservations, although our local system remained completely functional.

I was able to locate both the original reservation (with a last name misspelling!) and the new reservation. And I have updated your current reservation with the originally booked rate for the first night. I'm very sorry for the frustration our error caused!

Regards,

Jonathan Whitehead
General Manager

 

[Katink]

So here’s the complete scoop…

I was able to locate both the original reservation (with a last name misspelling!) and the new reservation. And I have updated your current reservation with the originally booked rate for the first night. I'm very sorry for the frustration our error caused!

Regards,

Jonathan Whitehead
General Manager

Now that's service and one reason why you have such an excellent reputation on the Dis Boards.

 

[DizDragonfly]

So here’s the complete scoop…

We completely changed our reservations software application back in April of this year. Most reservations transferred with no issues; however, we did experience a few “glitches” which were quickly corrected. Our new reservations system is better in many ways, and allows more accurate billing to accommodate the Entertainment and AP rate changes. More recently, in the beginning of October, the central HoJo reservations system experienced a problem which prevented new reservations, although our local system remained completely functional.

I was able to locate both the original reservation (with a last name misspelling!) and the new reservation. And I have updated your current reservation with the originally booked rate for the first night. I'm very sorry for the frustration our error caused!

Regards,

Jonathan Whitehead
General Manager

I was just coming over here to report that I'd just received two emails from HoJo's and found this post. So, my reservation (with an old confirmation # that no longer worked in the system) wasn't in fact _lost_ during an upgrade. It was just listed under my name which was misspelled and therefore wasn't found when they searched for my name. Sorry if I panicked anyone about their reservation! But, then again, as someone mentioned, it's always a good thing to confirm your reservation before you show up.

Thanks for tracking down that original reservation for me! I appreciate your time and the fact that you updated that price for the first night of the reservation. Great customer service!!

 

[Yukonjack]

BTW, for those interested, you can use a program on your iPhone/Android devices called Tripit. You forward your email confirmation for hotel/airfare/etc. reservations to an email address and it compiles the confirmation email into an entry on your device. You can view all your reservation details on your device through Tripit which is nice when you are checking in. Just a thought.

 

[DizDragonfly]

BTW, for those interested, you can use a program on your iPhone/Android devices called Tripit. You forward your email confirmation for hotel/airfare/etc. reservations to an email address and it compiles the confirmation email into an entry on your device. You can view all your reservation details on your device through Tripit which is nice when you are checking in. Just a thought.

I love Tripit! You can also access it through your PC. So if you don't have a smart phone, if you are bringing a laptop along, you can still see all your trip info in one place!