Dolphin Hotel & Management not fair! We're cancelling! I need to vent!!

[gepetto]

Originally posted by SGF

As for what I expect to happen.......NOTHING!!!!!!!!!!!!!!!!!!!!!

I've been in business many years and when my employees make mistakes (and we all do) I either honor the mistake or compensate my customers.

This statement you made earlier in the thread sounds like you were looking for either "compensation" or the rate that was incorrectly quoted to be honored.

 

[SGF]

Capt Jazbo:


I'm honored you picked my thread as your FIRST post out of all the different topics. Any reason why?

Maybe you don't realize being that it's your first post that these boards are here to express comments, concerns, etc..... If people choose to still post I'm going to be courteous and reply. Just like you have ever right to express yours.

Believe me, I'm not losing any sleep over this so don't you worry. Nor am I going to ruin my trip. So kind of you to be concerned.

You know you're right about one thing, I do feel better after replying to your post.

 

[SGF]

gepetto:

If you notice that statement mentions what I do.... not what I expect others to do. Yes, everyone makes mistakes, apparently you just did by interpreting a statement incorrectly. When I make mistakes I try to learn from them and correct them but I don't expect others to have the same view as me. To each their own.

You don't have to see my point in all this, nor do you have to agree. I didn't post originally to have confrontations or to have what I said torn apart to mean something else.

Most of the posters have been understanding as they could see themselves getting upset initially as well. To those that don't agree or understand I say NO big deal. Just like I'm entitled to my opinions you're entitled to yours.


Have a great day!

 

[kbeverina]

Honestly, I can see their position in not honoring a price quoted when there's no documentation that this was the price quoted. Unfortunately, people lie, make things up. Anyone can call and say they were quoted a price the night before by the front desk.

We had the exact opposite experience when we stayed at the Swan. A perk we had seen on their website was no longer being offered, but because we had seen it on the website, they gave it to us. We didn't press it at all, they insisted. Ironically, it was all the nicer because we'd just gotten off the phone with CRO--we were quoted a DC rate, put on hold for 10 minutes, and by the time the CM got back, the DC rooms were gone and we were out of luck.

 

[SGF]

kbeverina:

Hi, glad to hear you had a good experience with the Swan. Planning is half the fun and all the more exciting when it goes smoothly. I agree with your statement, some people can make things up or lie and they can't just go along with whatever is said by a potential guest but I had the names of who I spoke to so they could have checked it out if they wanted too.

 

[dreamflight99]

You phoned the central reservation # for Starwood resort reservations, and they "transferred" you to the hotel for "suite" information? This seems perfectly normal, as the central reservation center NEVER reserves suites. In fact, most major hotels/resorts require you phone the property directly, to BOOK a Suite.

When you spoke with the associate at the Dolphin/Swan front desk, they must have informed you "reservations" was closed. This is why they asked you to call back at 7:00am. Also, they usually do not have the rate info available to them, as they work on a different system entirely. This is why when ever you experience a "glitch" during check-in, the front desk associate must "disappear" through a door for a few minutes to amend the trouble. They are actually in reservations, obtaining assistance.

I'm amazed anyone in the front desk area would "quote" a price for a suite, especially a discounted price, unless they were offering a "ballpark" figure to give you some idea. Of course, things like this happen from time to time, even under the best of circumstances. Usually, they just defer to reservations, and ask you to call back in the morning.

Sorry for your problems. With the discounts, the Jr. Suites at these resorts are the best you'll find in a deluxe anywhere on Disney Property. I wish you luck with your venture, and hope it all works out for you.

 

[SGF]

dreamflight99:

.

You phoned the central reservation # for Starwood resort reservations, and they "transferred" you to the hotel for "suite" information?

Partly right. I phoned the hotel number first but it was after hours and by pressing #1 it transfered me to the Starwood resort reservations. I spoke to someone there who offered to connect me to the hotel directly and they could handle my reservation. I told him it wasn't open but he replied, "I can connect you to the front desk and that person can take your reservation for you."

When you spoke with the associate at the Dolphin/Swan front desk, they must have informed you "reservations" was closed. This is why they asked you to call back at 7:00am.

No, I was not told that reservations was closed by that person at the front desk until the END when I was ready to book, after he had quoted the rate. The rate quoted was NOT an estimate nor a "ballpark" figure. After the employee from Starwoods said he could switch me to the front desk and they could take the reservation plus the fact that that employee at the front desk starting quoting prices right after I told him what I wanted would lead anyone calling to believe that a reservation could be made. If it happened the way you mentioned which it didn't, there wouldn't have been any problem. That would have been the proper way to do things... mentioning that they are closed right from the beginning when I was transfered. Why waste everyone's time and cause misunderstanding?

With the discounts, the Jr. Suites at these resorts are the best you'll find in a deluxe anywhere on Disney Property.

Whether the Jr. Suites are a good deal or not for the discounted price isn't the question. I'm sure they are beautiful and worth whatever people are willing to spend. What is disappointing is the way the hotel management handled this situation. When I explained what happened their attitude gave off the feeling "who cares".

Some people are going to agree with how I feel, others won't, but that's ok. I'm not asking for anyone's approval to feel as I do. Just like I don't agree with everything written or posted on these boards I don't expect everyone to understand how I was treated. I just hope they change, correct or review the way they handle some procedures so other people don't get mislead or wrong information.

I don't want to ignore anyone who takes the time to post so I've been replying but to me this is a finished issue. I've expressed how I feel and nothing has changed in that regard.

Thanks for your good wishes. I did e-mail you at the time this happened to get some info but never received a reply. Appreciate you taking the time to post.

 

[dreamflight99]

It has been a difficult month here (family member passed, DD's classmate attempted suicide, etc.), and I apologize for overlooking your email.

I only wish you would have asked to be transferred to a "night manager" for the rate lock (hindsight is 20/20). I have actually done this in the past, on one occasion. I called a NYC elite prop for a suite ressie, and the ressie office was closed. The Front desk associate took the liberty of quoting a price, and I confirmed the price--having the associate "audibly" repeat the quote. I then promptly requested the front desk manager after being told to call back in the morning. The manager questioned the associate on the spot...and Voila, I was given the rate quoted (which was about $300 less than the previously quoted rate for the suite!).

Of course, not everyone thinks of these things at the time. I would "implore" you to phone the resort directly "during the day" and ask to speak directly with the resort manager. If he is in a meeting/busy, inform the associate/secretary it is "imperative" you speak with the manager. Ask "when" to return the call and speak directly with this manager. Be insistent.

Once you have connected, please...explain the situation exactly as you have on this thread. This front desk associate (and you have their NAME), should never be giving this type of information to prospective patrons. Of course, you could also call the resort at night and ASK for this associate by name, then confirm the information again. Be friendly, and refresh their memory of your previous call. Once they have recalled the conversation and quote, ask for the front desk manager.

There is always a WAY when there is a WILL. Sometimes, the results are not easily achieved....yet Rome was not built in a day. I am confident you should be able to "work something out" with the resort in this situation. I am tenacious when it comes to these matters, and do not appreciate being "duped" (bait and switch). If this associate has any character, they will relent and agree to their "error" in this situation. Just give it one more try. No letters and no emails. Call and speak with someone directly. Also, you may call Starwood Guest Services department with this dilemma. They too, may be able to assist you in resolving the matter. Keep me apprised, and let me know if you need any assistance with contact details. TTFN....

P.S. I am curious to know the price quoted? Was it ridiculously absurd? Did you question the price at the time it was quoted (asking the associate if they are SURE it was this price, etc.?). It truly doesn't matter, as the NYC prop was $300 less, which is an absurd price. I asked the associate if theywere POSITIVE this was the price, and yes...she was! LOL. I wish you success on this venture. Thanks for posting.

 

[SGF]

dreamflight99:

No problem with the missed email. Sorry to hear about the stressful month you endured. Hope things get back to normal for you soon.

I did ask the front desk person to please put a hold on it or some kind of lock-in when he said I couldn't leave a deposit. He said he couldn't do that either. I told him specifically that I had no problem calling back but wanted to be assured of the price we talked about. He just repeated that I had to call back at 7am in the morning.

As for calling and speaking to a resort manager at the hotel itself that's what I did after the girl the following morning quoted me a different price. It's management at the hotel who I'm most upset with because of the way they handled this problem. They just brushed if off even after I told one of the managers the names of the two people I spoke to. The indifference on there part is very unprofessional. They didn't even say I'll check into it. All they kept saying was "we don't have Jr. Suites at that price." Even if they don't have rooms at that price that's the price I was quoted. Just like they didn't have suites at the NYC property you called for $300.00 but that was the quote you were given. The difference here is that the hotel you wanted to stay at in NYC didn't brush you off like it didn't happen or have an attitude when you tried explaining what had transpired.

I have no intention of calling to speak to any of the managers at that resort again. The manager who called me back was no better than the one I spoke to the first time. Even in the letter they sent a few days later they only talked about how they don't have suites at that price, how I probably got my price off an "unoffical website" etc..... I never mentioned anything about getting a quote from a website. Don't know how they got that mixed up either. They probably only sent me a letter because I called Starwoods after the inital problem to see if this is how their hotels usually do business. Of course they were upset to hear about what happened and the gentleman who I spoke to was so nice.

I'm not going to drag this on by pursuing it. Even if I did call the same night person back doubt it would do any good since if management was interested they could have done it on their own. If the managers didn't want to deal with this situation then I doubt they will now. Not worth anymore of my time and effort.

You asked the difference in price and its only $29.00 a night. No where near what the difference was with your NYC suite. Most people on the boards understood how I felt some didn't but that's ok like I've said thru-out. Even $29.00 a night can add up. I probably would have paid it if the managers hadn't acted so indifferent.

Of course after being treated like that I ran to my dis-boards to vent out my frustations. The people who visit here have always helped me with questions and these boards are so informative. I did feel better after posting.

Thanks for trying to help me out and thanks for all the time you put in answering questions on these boards.

 

[disneymom3]

I just wanted to say that since these resorts are run by Starwood, I am not at all surprised by how you were treated! I had a major complaint about their Vistana Villages property and while still there was never able to get ahold of a manager to speak to, was told to send a letter if I had a complaint at checkout, and when I did received a form letter in response saying, "Gee, this isn't typical for us. Hope you'll stay here again." Not likely.

Sorry for the stress you have had to go through. I am sure you will have a wonderful trip in the end. It's just unfortunate that all this crazy mix up happened. Sounds like the managers did not even bother listening to what the problem actually was.

 

[SGF]

disneymom3:

Sorry to hear that you unfortunately also had a problem with a hotel. I understand how frustrated you must have been. You are so right in saying that the managers didn't even listen to what the problem was. Sounds like you had similar treatment. I guess some places have customer service and others don't.

Thanks for posting.

 

[ducklite]

Bottom line, if you are this dissappointed with the hotel now, what will happen when you check in? With you as upset as you are sounding, nothing they can say or do will make it right, and you will be looking for anything that is wrong (which would normally be overlooked).

They aren't going to change the rate for you, you need to accept that and move on. Whether the situation was handled properly or not is moot. At this point I don't think they will be able to make you happy, it would be too little too late.

I would suggest you simply wash your hands of it and book elsewhere. It's not worth ruining your entire vacation over.

Anne

 

[SGF]

Anne:

Bottom line, if you are this dissappointed with the hotel now, what will happen when you check in?

I have every right to be disappointed with the hotel management. I also have no desire to stay at the Dolphin so don't worry, I won't be checking in.

They aren't going to change the rate for you, you need to accept that and move on.

Guess you haven't read the whole thread! It has been mentioned several times already by me that this issue is finished!!! I'm only responding to anyone who still posts. If you had read the whole thread you would see that. Believe me, I have better things to do than to sit and dwell on this. There are a thousand other hotels to stay at besides the Dolphin.

With you as upset as you are sounding, nothing they can say or do will make it right, and you will be looking for anything that is wrong (which would normally be overlooked).

Your comment of how I'd react if I ever did check in (looking for things that are wrong...) is very childish and narrow minded on your part since you don't even know me. Does that statement also apply to everyone who's had a complaint or a negative comment on these boards?

At this point I don't think they will be able to make you happy, it would be too little too late.

You may say it's too little too late but there's also a saying, "BETTER LATE THAN NEVER!"

I would suggest you simply wash your hands of it and book elsewhere. It's not worth ruining your entire vacation over.

I wouldn't let the behavior of some people ruin my vacation. My hands have already been washed, and dried.

You sound more upset over my post than I did over the whole situation.

 

[dahess]

Yesterday I called the Swan & talked to Amy, she was awesome!!!!!!!, anyway I made reservations using the code "All Ears", Amy came back on the line and said that code had changed & actually had a lower rate of $147.50. I thought she was wonderful! Good Luck!

 

[SGF]

dahess:

That's great news. Hope you have a super time at Disney. Enjoy!