Customer Service problems with HRH

[Sleepy]

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.

Just my thoughts. Let's just say the person handling the manager's position temporarily is deciding to wait to talk about this matter to the manager. If a person promises to call someone, they should call and at least explain what he/she has in mind. Ignoring the person is not making things better no matter what good intentions the person has. Maybe just a coincidence, but this was my same experience with HRH 2 years ago. I gave them many chances to contact me. I even called them on many occassions reasking for information and I ended up with dead ends everytime until I contacted PBH and asked what was going on over at HRH. Just seems like poor quality customer service to be ignored and given dead end contacts. I just have no faith in a hotel that not only can't handle phone/e-mail contact, but also drops the ball on an in-person situation, which did happen to us on that same trip.

 

[phamton]

Stay tuned. . . .

Ok I'm starting to worry. Have you heard from anyone yet?

 

[wwessing]

Ok I'm starting to worry. Have you heard from anyone yet?

Nope. . . . I'm trusting the experts here and I'm being patient.

But wait. . . If YOU'RE starting to get worried. . . maybe I should start worrying again

 

[damo]

I think we should all worry ... or at least get slightly annoyed. This is just plain silly.

 

[wwessing]

So here's my thinking at this point. . . all I wanted was assurance that our special needs could be met. I wanted to know for CERTAIN that the correct notes were present and hoped that they could pre-book a specific room or something. We need to know what to expect so we can prepare dd. While I realize it seems we still have penty of time for this. . . that's not the case in our world. So, as each day passes, I have gone from midly annoyed, angry, shocked, confused, regretful to the point where I'm an now. . . well, I don't know where I am now because it is just so ridiculous, I almost think it's funny.

My last contact was this. . . I sent an e-mail saying, what's up, did you forget about me, you were supposed to call. I did get an e-mail returned late that night basically saying "I'm busy". . . .ok, it said exactly "this is a work in progress". . . . it also offered other excuses such as there was a live band performance in the lobby. . . so, I don't know what "a work in progress" means. . . unless they are specifically designing a room for my family (likely that could have been handled quicker than resolution to my issue). I sent an e-mail Thursday saying I would be patient. . . . the old more flies with honey thing. . . but there's only so much honey in this pot Next comes the vinegar and there's a large supply available.

My plan is to wait until Wednesday of next week - this will be the 7th day since I spoke to the "upper management" person I am dealing with. There can be no excuse, and I mean none that could possibly be reasonable or acceptable, that it would take that long to resolve this issue.

I'm saying that there had better be some flawless, absolute perfection to our stay at HRH. For some ridiculous reason, I keep being hopeful. . . . what a sucker I am, huh

 

[wwessing]

Ok, here's the latest. . .

A while ago I got a call from the wonderful young lady who I originally spoke to at Universal Guest Services. . . her name is Katie and she deserves to be recognized as an outstanding employee as well as give a great big . . . Katie was checking in with me to see if everything had been taken care of. I hesitated, but cautiously told her not really, though someone was working on it. She said she had heard, through her grapevine, that things had not been settled. She told me, prior to calling me, she had called hrh, spoken with the manager on duty and I would be getting a call from the manager who has been working with me (this is day 4, by the way, for anyone who is keeping track) this afternoon and she would call me last thing before she goes off shift to make certain I had gotten a call. I explained to her what the manager was doing for me and that he had told me this was "a work in progress". She said she understood, but would still call me this evening to check in. So, I don't know where this is going. . . I don't know if there are issues between hotel management and uni guest services that I have stepped into. . . all I know is that I hope and pray this all turns out to be better than any arrangement I could have made myself.

 

[macraven]

it will all work out.
there are different managers on duty at different times.
if one is off a day, that might contribute to the delay in getting back to you.

i'm sure you will be happy and delighted with what they offer you.

if you are in need of a specific room, hrh management will have to make sure the room you need is available for your stay. i think they just would like to have everything set up before they get back to you.

they are a 4 star hotel. i can't imagine you will have any trouble once they get back to you.

i have stayed there many times. any issues that i have incurred have always been corrected.






sending you mummy dust...............

 

[wwessing]

it will all work out.
there are different managers on duty at different times.
if one is off a day, that might contribute to the delay in getting back to you.

i'm sure you will be happy and delighted with what they offer you.

if you are in need of a specific room, hrh management will have to make sure the room you need is available for your stay. i think they just would like to have everything set up before they get back to you.

they are a 4 star hotel. i can't imagine you will have any trouble once they get back to you.

i have stayed there many times. any issues that i have incurred have always been corrected.

sending you mummy dust...............

I know you have stayed there quite a bit. . . you obviously would not continue to return if the hotel and service were not satisfactory. I also know they have to deal with special needs on a regular basis. If it weren't for that, we would not be in this position.

I'm afraid I'm going to have to hold you personally responsible . . .

Seriously, I think it will all work out just fine and I've read so much about how to handle things here on the dis, that I feel confident I will know what to do if somthing is not to my satisfaction. I think, once we are there, they will take good care of us. . . that is my mantra and I keep chanting it and burning incense and so it must happen.

I promised to keep everyone updated. . . so I shall keep my promises (unlike SOME who work at hrh) and journal good, bad and ugly here. Hopefully I will have some more good to write about soon. . . . I would really like to be able to do that. Honestly, I'm not really all that worried about it anymore, I just want it to be settled and finished because I do not like loose ends.

 

[damo]

Ok, here's the latest. . .

A while ago I got a call from the wonderful young lady who I originally spoke to at Universal Guest Services. . . her name is Katie and she deserves to be recognized as an outstanding employee as well as give a great big . . . Katie was checking in with me to see if everything had been taken care of. I hesitated, but cautiously told her not really, though someone was working on it. She said she had heard, through her grapevine, that things had not been settled. She told me, prior to calling me, she had called hrh, spoken with the manager on duty and I would be getting a call from the manager who has been working with me (this is day 4, by the way, for anyone who is keeping track) this afternoon and she would call me last thing before she goes off shift to make certain I had gotten a call. I explained to her what the manager was doing for me and that he had told me this was "a work in progress". She said she understood, but would still call me this evening to check in. So, I don't know where this is going. . . I don't know if there are issues between hotel management and uni guest services that I have stepped into. . . all I know is that I hope and pray this all turns out to be better than any arrangement I could have made myself.

That grapevine sure is great isn't she! I think Katie and her grapevine deserve a big thanks.

 

[wwessing]

That grapevine sure is great isn't she! I think Katie and her grapevine deserve a big thanks.

AMEN!!

 

[wwessing]

Ok. . . I've got an optimistic update. I heard from "my" manager a few minutes ago. He's had security with him and they've been scoping out rooms for us. I have to say that it appears he really took an interest in our special needs and when I spoke with him, he made some excellent points. He found a great room for us, but it's not what we requested. . . but it makes more sense. I was thinking fairly narrowly when I requested a room, but he's thought in a much broader sense. Tomorrow he's going to take pictures of the room itself as well as the view because he says they lost the light today, and e-mail those to me tomorrow. He told me that he's going to watch over our reservation and meet with me personally because he says they are in the business of making memories and he wants ours to be wonderful. So, that may sound corny, but it's just what I need to hear right now. I'll be so happy to get this settled, once and for all. I need to say that it became obvious our manager carefully read the information I provided needs and processed that while looking at each room. He described many rooms to me, so it was obvious he had toured them and then considered what would best suit dd's needs. He took a good deal of time explaining to me what was available according to my request, and what he had found on his own. I told him it was abundantly clear he had taken this task very seriously and had a better solution that I did.

Yes, Mac, you told me so. . . and I'm thinking it will have been worth the wait and the frustration when we get there. I've never had the personal attention of management before, so we will see the results.

Tomorrow's episode. . . does Mr. Manager send wwessing the pics he promised??

 

[damo]

Awww. Hope you are starting to get excited now instead of worried.

 

[bubba's mom]

Told ya not to fret..... if they were personally scoping out rooms for you (& came up with something better), then, yeah, i can see it taking some extra time...well worth it.

I never doubt the UO hotels go out of their way to satisfy....proven right once again!

 

[macraven]

i think you will be fine.

tomorrow is super bowl day.....
if you get a call tomorrow, you should feel honorerd.
it will be a very busy day at the hotel.

i was thinking you would get more info on the weekdays, but if you were told sunday, then hopefully you will get more info then.

it will all work out long before you go on your trip.

hrh and the other hotels do strive for customer service and making everyone's stay there a 5+ star one!


hang in there.
mummy dust will come through

 

[wwessing]

Awww. Hope you are starting to get excited now instead of worried.

I've been excited for a long time Now I'm feeling relief.

Told ya not to fret..... if they were personally scoping out rooms for you (& came up with something better), then, yeah, i can see it taking some extra time...well worth it.
I never doubt the UO hotels go out of their way to satisfy....proven right once again!

I know. . . you guys told me, and it's not that I doubt you. You stay onsite all the time and have great experiences. It's just that we don't and I have such high expectations for this vacation and have worked really, really hard and spen literally hundreds of hours of planning and blah, blah, blah so I'm not very patient when something gets in the way of that.

i think you will be fine.

tomorrow is super bowl day.....
if you get a call tomorrow, you should feel honorerd.
it will be a very busy day at the hotel.

i was thinking you would get more info on the weekdays, but if you were told sunday, then hopefully you will get more info then.

it will all work out long before you go on your trip.

hrh and the other hotels do strive for customer service and making everyone's stay there a 5+ star one!


hang in there.
mummy dust will come through

Again, I know you are right. . . you always are. And yes, I was told tomorrow I would get what he promised, so we will see.

It's that stuff that bothers me most. . . the I'll do something tomorrow and then they don't. It's not really that I think they forgot me or aren't going to help us out, it's uber irritating when I am consistently told something will happen on this day or this time and then it doesn't. THAT is my biggest gripe. I would rather be told look, this is going to take me a few days or a week, but I will get back to you. . . if you haven't heard from me in a week, you call me to see what's up. That I can deal with and that, imho, is quality customer service. . . just do what you say you are going to do.

I think I'm finished with my rant about this, but, then again you never know. I won't be surprised if I don't get contacted tomorrow, although I WAS told tomorrow. . . I wish he would have just said Monday or Tuesday. I'm NOT going to obsess about this my OCD is showing, isn't it jeez, I think I'm the one with the special needs. . what a drama queen

 

[AlexandNessa]

Ok. . . I've got an optimistic update. I heard from "my" manager a few minutes ago. He's had security with him and they've been scoping out rooms for us. I have to say that it appears he really took an interest in our special needs and when I spoke with him, he made some excellent points. He found a great room for us, but it's not what we requested. . . but it makes more sense. I was thinking fairly narrowly when I requested a room, but he's thought in a much broader sense. Tomorrow he's going to take pictures of the room itself as well as the view because he says they lost the light today, and e-mail those to me tomorrow. He told me that he's going to watch over our reservation and meet with me personally because he says they are in the business of making memories and he wants ours to be wonderful. So, that may sound corny, but it's just what I need to hear right now. I'll be so happy to get this settled, once and for all. I need to say that it became obvious our manager carefully read the information I provided needs and processed that while looking at each room. He described many rooms to me, so it was obvious he had toured them and then considered what would best suit dd's needs. He took a good deal of time explaining to me what was available according to my request, and what he had found on his own. I told him it was abundantly clear he had taken this task very seriously and had a better solution that I did.

Yes, Mac, you told me so. . . and I'm thinking it will have been worth the wait and the frustration when we get there. I've never had the personal attention of management before, so we will see the results.

Tomorrow's episode. . . does Mr. Manager send wwessing the pics he promised??

Wow, that is going WAY above and beyond great customer service, IMHO. Way to go HRH! And, if you rate over the Super Bowl, I am not sure what else you get to ask for ...

 

[ruadisneyfan2]

So here's my thinking at this point. . . all I wanted was assurance that our special needs could be met. I wanted to know for CERTAIN that the correct notes were present and hoped that they could pre-book a specific room or something. We need to know what to expect so we can prepare dd. While I realize it seems we still have penty of time for this. . . that's not the case in our world. So, as each day passes, I have gone from midly annoyed, angry, shocked, confused, regretful to the point where I'm an now. . . well, I don't know where I am now because it is just so ridiculous, I almost think it's funny.

My last contact was this. . . I sent an e-mail saying, what's up, did you forget about me, you were supposed to call. I did get an e-mail returned late that night basically saying "I'm busy". . . .ok, it said exactly "this is a work in progress". . . . it also offered other excuses such as there was a live band performance in the lobby. . . so, I don't know what "a work in progress" means. . . unless they are specifically designing a room for my family (likely that could have been handled quicker than resolution to my issue). I sent an e-mail Thursday saying I would be patient. . . . the old more flies with honey thing. . . but there's only so much honey in this pot Next comes the vinegar and there's a large supply available.

My plan is to wait until Wednesday of next week - this will be the 7th day since I spoke to the "upper management" person I am dealing with. There can be no excuse, and I mean none that could possibly be reasonable or acceptable, that it would take that long to resolve this issue.

I'm saying that there had better be some flawless, absolute perfection to our stay at HRH. For some ridiculous reason, I keep being hopeful. . . . what a sucker I am, huh

This actually is no BS. I just returned tonight from a 3 day stay and it was very chaotic/loud while the band was there. Also appeared to be a lot of set up prior. We were given valet parking for the self-park rate b/c of all this even though we were checking in Wed. early afternoon.
Please don't think I'm defending them. I agree they should say what they mean and mean what they say. I truly hope they take good care of you and your dd's needs. We had excellent service and staff constantly asked if there was anything else we needed/wanted. They definitely exceeded our expectations and spoiled us once again. (This was our 4th onsite stay, 2nd at HRH.)
good luck and please post after so we all get to hear how it went.

 

[Sleepy]

Hope they come through with their promises!

 

[wwessing]

Wow, that is going WAY above and beyond great customer service, IMHO. Way to go HRH! And, if you rate over the Super Bowl, I am not sure what else you get to ask for ...

Yep. . .I think so too. I sent an e-mail to the manager with a copy to the GM thanking him for his above and beyond.

I will complain when the service is crap. . . but I will give credit where credit is due, and usually more loudly

 

[wwessing]

This actually is no BS. I just returned tonight from a 3 day stay and it was very chaotic/loud while the band was there. Also appeared to be a lot of set up prior. We were given valet parking for the self-park rate b/c of all this even though we were checking in Wed. early afternoon.
Please don't think I'm defending them. I agree they should say what they mean and mean what they say. I truly hope they take good care of you and your dd's needs. We had excellent service and staff constantly asked if there was anything else we needed/wanted. They definitely exceeded our expectations and spoiled us once again. (This was our 4th onsite stay, 2nd at HRH.)
good luck and please post after so we all get to hear how it went.

I think things will be fine and we are looking forward to our stay.

I

Hope they come through with their promises!

I have it on good authority that I can rest assured all will be well.