Disappointed with HRH stay-long!

[rascalmom]

Just returned from a 5 night HRH stay and we were really disappointed with many aspects of the resort and room. We have stayed there twice before at the beginning of WDW trips, this trip was for a conference. Since it was just hubby and I we reserved a King Bed room. I confirmed this with our TA and with the front desk at HR prior to our trip, but at check in no King beds were available. Room was very beat up - they no longer have the nice duvet covers from our previously trips. The bathroom door stuck opening and closing. The vanity sink area leaked water from the hot water knob. Half of the little jeweled dangles on the drapes were torn off. No more real glasses in the bar area - paper cups only. Had a problem with noise from the pool area on two nights. On our final morning we didn't have hot water. Called down to the front desk & they didn't know why or seem to care. Yikes - give me Disney next time. Service was either surly or non-existent. Tried to eat breakfast one morning at The Kitchen - sat there for nearly 15 minutes and never saw our waitperson PLUS the table smelled. (like they had wiped everything down with dirty dish water.) YUCK! I tried to complain at check out about all of this but was just blown off. Our conference rate was not a huge bargain. We were just really disappointed - we had great stays before, but the hotel is really not paying attention to maintenance and upkeep. Any one know who to send a letter to?

 

[tammy]

That's what I was thinking after most recent trip in August that they are not paying attention to the upkeep. We have come to LOVE universal and not going is not an option, so next time we will try one of their other hotels. Do you have any experience with those?

 

[rascalmom]

No experience here with the other Universal resorts, but since they are all operated by Loewes I'm not too hopeful that it would be better elsewhere. It's too bad, the theme of the HRH is a great fit for our family. We have two teen daughters who are both really into music. They have loved the pool area. I participate in several frequent travelers programs and I am quite disappointed in the LoewsFirst program. I was told that our rate for this stay didn't qualify for points. Hilton and Marriott have never told me that and have always been quite accomodating to any complaint or issue that has come up.

 

[highlander447]

Sorry to hear that the HRH has recieved very mivexd reviews although most do say its look very tired, we found the RPR to be excellent in decor service everything really we visited in march for 2 weeks and it was great

 

[robvia]

Sorry to hear it.
There is a thread with all the e-mail addresses, but the person who complained didn't get a response back. They won't do anything after the fact. I think they're burned out, seems everyone is complaining compared to the other hotels.

When things go good, it's a great place to stay.
Our room was clean, and we had no problems.

I think the HRH is the party destination, and the people who stay there beat up the rooms. You hear about rock stars staying there, so you know their crew has to end up in the regular rooms. I'd also probably try the PBH or RPR on my next onsite stay, even if it means a longer walk.

 

[lovetheparks]

When I had a bad stay I sent an email or letter (can't recall) to Lou Carrier. His name was on an email I received that said I hope your stay was well, yada, yada, yada. I don't recall getting a quick response but I was sent an aplogy letter and a certificate for a free night which I did use and they were much better. I agree they need to know your experience but do know that they can (and have) done much better should you decide to give them another try.

 

[AspiringCindy]

Originally posted by robvia
Sorry to hear it.
There is a thread with all the e-mail addresses, but the person who complained didn't get a response back. They won't do anything after the fact. I think they're burned out, seems everyone is complaining compared to the other hotels.

When things go good, it's a great place to stay.
Our room was clean, and we had no problems.

I think the HRH is the party destination, and the people -who stay there beat up the rooms. You hear about rock stars staying there, so you know their crew has to end up in the regular rooms. I'd also probably try the PBH or RPR on my next onsite stay, even if it means a longer walk.

I am the person who has never received a response! I E-Mail every EMail address on that thread...plus additionally, I E-mailed the comment Email that appeared on my bill! That is atleast 7 E Mails!!! I never received a response from any of them! This just proves my point!...The service at HRH stinks!

 

[Mercy]

A few weeks after our stay at HRH, I received an email from Lou Carrier asking about our stay.... so I told him. Our stay was not that bad, but coming from a great stay at Disney, it just didn't compare. My biggest complaint was with the attitudes of the workers at the front desk. He did respond to my email, apologizing for them, etc.

 

[pathubia]

Our last stay was great and I responded to an e-mail that Lou Carrier sent out. He (or someone in his office) has always responded to my e-mails. But fortunately for us I havent had any complaints.

Patty

 

[loribell]

First of all I just have to say go SOONERS!!!! Yep another Sooner fan here! I'm sure I know where you will be in a couple of hours rascalmom.

Now on to the HRH. WE have stayed here twice and each time I have been less than thrilled with the attitude of th employees at this hotel. I would really rather try the Royal Pacific this summer but my DH keeps wanting to go to the HRH.

I just couldn't understand why I don't want to stay there but he loves it. I think I have finally figured out why though, he has never dealt with anyone for check in or anything else. He's always off with the kids keeping them busy while I handle the check in and check out. I'm always the one that deals with anyone so he hasn't experienced the attitude.

I am going to go ahead and try RPR this summer. Better rates and better attitude plus a walk way that comes out at Margarittaville has to mean a better hotel!

I hope you can get some response from your complaints.

Let's go have a Bevo burger!

Lori

 

[ElizabethB]

We, too, were disappointed. Coming from Wilderness Lodge Concierge we moved to HRH Club Level. No comparison in service or food offerings. Our biggest complaint -- the haughty, and completely unhelpful, attitude of the Club Level staff.

 

[year2late]

I am not sure compairing "club level" at HRH and WDW concierge is a fair compairison. I am paying AT LEAST $100 less at HRH club than any WDW concierge that I have seen.

My expectations for HRH club are - cheaper cabanas, free sodas, light breakfast in the morning and quick snack or a glass of wine at night. For the price I am paying, I think it is reasonable. I expect minimal interaction with Club level staff.

 

[darkcircles]

My biggest complaint at HRH was with Robert at the front desk.