Customer Service problems with HRH

[wwessing]

We have ressies coming up in April. We also have a DD with special needs. Some time ago I wrote an e-mail to a generic e-mail address from the website with details about our DD's needs. I got a very nice response from special services assuring us that my requests would be met and that the information had been forwarded to the hotel directly.

So, I call the hotel about another matter and ask about the information included in our ressie. . . please sit down before reading any further as I don't want to be responsible for anyone hurting themselves when they fall over from shock. . . there is no information regarding our special needs included in our reservation notes. Ok, so I e-mail the person that had previously assured me our needs would be taken care of and I get another e-mail with an address for the concierge. I forward the string of e-mail to the address I was provided. . . please remain seated. . . received no response. Two weeks later, I send another e-mail to the same address. Yep, no surprises here. . . no response. So, some very kind soul from these boards provides me with e-mail address for a couple of the managers. I sent them BOTH the string of e-mails over a week ago, with a very nice note telling them I understand how things can get overlooked, but would like really appreciate a response. . . . and once again, no one has answered my e-mail! Ok, so by this time I am certain I've mixed up the e-mail's and I have been sending requests to the Budgetel over on Crack Lane. . . but wait, I probably would have gotten better customer service (at least of some kind of service). So, being the diligent pain in the a$$ that I am, I sent the entire string of e-mail to the general manager this morning. Please remain seated. . . I GOT A RESPONSE!!!! But wait, it was only an auto reply that he was out for the next week. . . In a desperate attempt to get someone to acknowledge my existence, I sent the entire, sad string to the gm's assistant, who likely can't do anything anyway, but I'm beyond disgusted, irritated and all other -ed words you can think of and I have ZERO patience left with the whole situation.

I'm sitting here, with this horrible feeling that I'm going to be sooooo disappointed in HRH and wondering if I've made a huge mistake. I think we will very much enjoy the hotel, but without any service that part really doesn't matter. Maybe they will reduce my rate to about $23 per night because that's about all they are worth in my opinion. Who the heck assigns ratings to these places anywho??? I hereby strip them of 3 of their stars. . .

Allright. . . I'm finished, but I don't feel any better


PLEASE READ THIS ENTIRE THREAD. . . IT TAKES YOU THROUGH MY TRIALS AND TRIBULATIONS, BUT DON'T FORGET TO GO TO THE END WHERE ALL PROBLEMS IN THE UNIVERSE ARE TAKEN CARE OF BY THE HRH MANAGEMENT! IF YOU AREN'T INTERESTED IN THE ENTIRE SAGA. . .JUST BE CERTAIN TO CHECK OUT THE LAST POST. IT IS MY INTENT TO MAKE CERTAIN HRH IS REDEEMED.

 

[Sleepy]

I am sorry for your frustration. We experienced a similar situation (although having nothing to do with special needs) with HRH summer 06. We kept calling the hotel to get the proper information we requested (prepayment issues) and they kept saying they would send it to us or they would give us the number to the person that could help us and then that number would either be a fax or they would not return my call because I live in Italy. Finally, I gave up and called PBH to see who at HRH could really help me. The manager took it upon herself to send me the information and told me if there was anything else she could do to help us, she would be happy to do it. Unfortunately, that should have been my clue to switch my stay to PBH. My stay at HRH was terrible. This is the reason we have decided our upcoming stay will be at PBH. I hope you have a better experience.

 

[damo]

The GM's assistant has great powers so be patient. Give it a day and then find her phone number and give her a call.

 

[firsttimemom]

We just spent 2 nights there and I was LESS than impressed with their CS. Twice I was told something would be taken care up and it wasn't. We had split our stay btwn WL at WDW and HRH. Next time I think we'll just stay at WDW.

 

[ky07]

We just spent 2 nights there and I was LESS than impressed with their CS. Twice I was told something would be taken care up and it wasn't. We had split our stay btwn WL at WDW and HRH. Next time I think we'll just stay at WDW.

Sorry to hear you had a bad stay and that happens everywhere and I have heard the same thing from WDW resorts also.

 

[wwessing]

Ok, so it's been since 1/26 that I sent an e-mail to the general manager, then his assistant.

I've heard nothing?!?! I sent another e-mail this afternoon and if I haven't heard back by Saturday morning, I will be contacting the corporate offices. I am absolutely shocked at this situation.

Anyone got any ideas???

 

[damo]

Phone them.

 

[phamton]

Personally, I'd call Guest Services Main Number: 407-224-4233 Choose option 9. Explain how you have already tried to get some response from the hotel with no luck.

 

[dsmom]

I have a special needs son and we have stayed at PB several times. They have been incrediblely nice to us. I always had return phone calls the same day. I would try there if you are not happy with the HRH.

 

[wwessing]

I can't change hotels now. . .or trust me, after what I've been through so far with HRH (and not just this situation) I would definitely be changing. It's complicated, but suffice it to say our dd's special needs will not allow us to change now.

 

[wwessing]

Phone them.

Personally, I'd call Guest Services Main Number: 407-224-4233 Choose option 9. Explain how you have already tried to get some response from the hotel with no luck.

I took your as always good advice and called. I got a wonderful young lady by the name of Katie who was very concerned with my situation and immediately called HRH. I got a call within minutes from one of the front desk managers and forwarded the ridiculously long string of e-mail to him. I am anxiously awaiting a reply, just letting me know he got the e-mail. I've got my fingers crossed. . . . .

 

[phamton]

That is wonderful. Let us know how it works out.

 

[wwessing]

Ok. . . so here is the lastest update. After following the as-always excellent advice of some Uni homies, I made a phone call. Without going into long details, suffice it to say that my issues have been immediately addressed and beyond my expectations. I need to share that the reason my e-mails were not returned was because they were not being received. . . lots of technical details that had to do with forwarding and attachments, but I probably should have just called weeks ago.

After my rants here, I need to let everyone know that, at this point and even though the issue really wasn't their fault, they are now providing outstanding customer service. . . beyond anything I honestly expected. I'll update again in a trip report to see if they really came through.

So to everyone who's having cs problems with HRH, at least, don't give up, remain determined, pursue the issue, all that stuff. It really is effective.

 

[macraven]

Ok, so it's been since 1/26 that I sent an e-mail to the general manager, then his assistant.

I've heard nothing?!?! I sent another e-mail this afternoon and if I haven't heard back by Saturday morning, I will be contacting the corporate offices. I am absolutely shocked at this situation.

Anyone got any ideas???

carlton hudson is out of town thru the 31st.
in his email back to you, it listed the person to contact now in case you can not wait for his return. this was an automatic return response for any email sent to him while he has been gone.

it would have had the phone number on that email.

it will get taken care of.
HRH is very good with taking care of special circumstances for the guests.
don't switch hotels just because of this glitch.

try HRH, you'll like it

 

[damo]

Ok. . . so here is the lastest update. After following the as-always excellent advice of some Uni homies, I made a phone call. Without going into long details, suffice it to say that my issues have been immediately addressed and beyond my expectations. I need to share that the reason my e-mails were not returned was because they were not being received. . . lots of technical details that had to do with forwarding and attachments, but I probably should have just called weeks ago.

After my rants here, I need to let everyone know that, at this point and even though the issue really wasn't their fault, they are now providing outstanding customer service. . . beyond anything I honestly expected. I'll update again in a trip report to see if they really came through.

So to everyone who's having cs problems with HRH, at least, don't give up, remain determined, pursue the issue, all that stuff. It really is effective.

So glad that this all worked out. Sometimes emails just don't work and you have no way of knowing if you are being ignored or they just aren't being received -- so many of the emails I receive go straight to junk mail. So glad you made the phone call! Now you can rest easy.

 

[wwessing]

Me thinks perhaps I spoke too soon. . . I was supposed to have a call this afternoon . . . nothing. Was supposed to have a call back last night, no call but I did get an e-mail saying he got busy and would call THIS AFTERNOON to finish up. Nothing. . nada. . . not a darn thing. So what am I supposed to think at this point?? Knowing everything they know and all that I have been through with this stupid ressie so far, how could they not find a minute to call me, like they said, even if it was to say they hadn't forgotten me, can't talk now, whatever an e-mai would have served just fine and would have taken 15 seconds to fire off one sentence . . . 3 words. . . anything. . . . so now anything they tell me is going to sound like some crappy excuse and I've lost faith in the person I am dealing with. Back to ground ZERO here. . .at least it feels that way. I don't think doing what you say you are going to do is a difficult or unreasonable task. I'm not sure there is really anything they could do at this point to convince me they aren't going to screw everything up what, do I stink here?

I'll be back with the next episode. . . . .

 

[damo]

I don't blame you, one bit. Hard to trust them when they haven't given you any reason to. Give them another day and call again.

 

[phamton]

I am sure that they will make sure everything is taken care of. You don't go for 2 months so I'd give them a few days to work out any details. The manager is out of town through today. Possibly the person that is handling this may want to run everything by the manager who will be back tomorrow. I can certainly understand the frustration, but since your trip isn't tomorrow, I'd give them some time to get everything right for you. An extra day or so doesn't mean that they are going to screw everything up as you still have quite awhile before your trip. If you are concerned, call back guest services.

 

[wwessing]

I am sure that they will make sure everything is taken care of. You don't go for 2 months so I'd give them a few days to work out any details. The manager is out of town through today. Possibly the person that is handling this may want to run everything by the manager who will be back tomorrow. I can certainly understand the frustration, but since your trip isn't tomorrow, I'd give them some time to get everything right for you. An extra day or so doesn't mean that they are going to screw everything up as you still have quite awhile before your trip. If you are concerned, call back guest services.

You've got more faith than I do. I know we have some time before we go, but I need to know about the room asap. . .has to do with dd's special needs. Plus, my issue is bigger than just getting the ressie right. It's about being a 4 star hotel with no star service. I just think that if they told me they were going to do something, then they are obliged to follow through. I know at my job I am required to do that. So, I'm not strong on patience at this point, but I am trying to understand. Honestly, the most important issue of all is that our vacation goes as I expect and we are taken care of. My frustration with them shall pass as long as that happens. . . it's just that right now I'm not impressed, unhappy and feeling neglected. Guess my drama is showing I hear what you are saying too, and guest services called me back this morning to make sure hrh was taking care of me. . . I am VERY impressed with them. I told her that she would definitely be hearing from me if things don't get worked out. You make a valid point regarding the gm being away until tomorrow. Finding just the right room can't be a simple or quick task, but just letting me know that shouldn't be a huge issue. . . especially since they told me they would call today. I keep coming back to that. . . if they had told me it might take a few days or whatever, I'd have no problem today. I really am trying to be patient and understanding, but they just have not given me any reason to do so.

Stay tuned. . . .

 

[macraven]

You've got more faith than I do. I know we have some time before we go, but I need to know about the room asap. . .has to do with dd's special needs. Plus, my issue is bigger than just getting the ressie right. It's about being a 4 star hotel with no star service. I just think that if they told me they were going to do something, then they are obliged to follow through. I know at my job I am required to do that. So, I'm not strong on patience at this point, but I am trying to understand. Honestly, the most important issue of all is that our vacation goes as I expect and we are taken care of. My frustration with them shall pass as long as that happens. . . it's just that right now I'm not impressed, unhappy and feeling neglected. Guess my drama is showing I hear what you are saying too, and guest services called me back this morning to make sure hrh was taking care of me. . . I am VERY impressed with them. I told her that she would definitely be hearing from me if things don't get worked out. You make a valid point regarding the gm being away until tomorrow. Finding just the right room can't be a simple or quick task, but just letting me know that shouldn't be a huge issue. . . especially since they told me they would call today. I keep coming back to that. . . if they had told me it might take a few days or whatever, I'd have no problem today. I really am trying to be patient and understanding, but they just have not given me any reason to do so.

Stay tuned. . . .

don't panic.
hrh will get back to you soon.

whatever you were told they would do for your special needs, it will be met.
rest assure that will happen.

everything will fall into place for you wressing.

just have patience and you will be wonderfully surprised with the services at HRH.
they have mummy dust and can make anything you need to happen.