Don't be mislead...as we were.....

[Esmerelda]

we booked under the $99 a night rate...I questioned on the phone about the deal for residents of GA regarding the tickets. I was told by two different folks at reservations (yes, I have their names) that all we had to do was go the ticket desk at the hotel and prove we lived in GA...no problem.

We go down to the desk on Saturday morning. We were told that nothing was marked on our reservation and they REFUSED to give us the deal for the southern states. I was thoroughly ticked off especially due to the fact that I had twice confirmed with their reservations how to get these deals on the tickets. We were NEVER told that anything had to be marked on our reservation at any time??

Needless to say, we paid full price for our tickets..no discount at all. If they are going to advertise this stuff, they need to stand by it....other than that the hotel was great.

(quote from the paper...)
.....Plus Enjoy Two Days for the Price of One at Universal Studios and Universal's Islands of Adventure Theme Parks! Stay at Hard Rock Hotel for just $99 and you can purchase a 2-Day/2-Park ticket for the price of a single day ticket!

beware...
E

 

[welovemickey]

Thanks for the tip. I'm sorry that it didn't work out for you.

 

[h20jag]

Esmerelda,
I fully understand your frustration. I encourage you to call 1-800-23 LOEWS and voice your complaint.
I will be doing same this A.M., as we experienced our own displeasures with HRH staff this past week-end. (After paying rack rate on a last-minute decision to go there.)
A shortage of services CAN be overlooked, except when they're too numerous.... and the staff appears uncaring in all their grand smugness. (Just for starters, two families had to be their own bellmen after check-in. We were one! Did wait for 5 minutes before doing-it-ourselves.)
The list goes on, but not everything is HRH's fault. The public, as guests, have forced little niceties to be changed also. (ie: paper and plastic cups in room now, instead of the nice mugs & etched glasses)
Yep, the novelty of HRH has worn off for us. If you want excellent treatment.... go Portofino!
*The absolute best thing at HRH, besides the keycard thing for the Parks, is the food & drink at Beach Club when waited on by "Char". She (has short black hair) is the friendliest & hardest working person we dealt with. If only she could run the show!!
Jim

 

[jtryan]

Well that is very dissapointing to hear. We also made reservations at HRH at the 99/night rate and asked about the 2 day for the price of 1 and was told we could buy them at the concierge desk when we arrived. I guess that was not true. I will certainly get on the phone today. Thanks for the info.

roxanne

 

[Robinrs]

How HORRIBLE, Esmeralda!

I, too, had this package booked. However I cancelled it when I found out that I can get the Annual pass for $99.95 from AAA. It was the main reason I was booking the hotel and it would have been a major disappointment if I got there and was told otherwise.

I cannot emphasize how important it is to get a complaint in in writing and by phone.

Loews Hotels
667 Madison Avenue
New York, NY 10021
212.521.2000

Let us know what they say.

 

[goofyfordisney]

We have reservations for 11/17-11/19--we are leaving this Friday...we booked 2 nights at a $99 rate. When I called to check our reservation, I was told our rate was $129! Because they have failed to send our confirmation letter, I guess it will be our word against theirs'--we will definitely fight this one! I was also told that we would be able to purchase the get one day free tickets when we get there--looks like we will have our work cut out for us when we get there to get what was promised to us! I will be letting you guys know how it all worked out when we get back--keep your fingers crossed for us!!

Sue

 

[Esmerelda]

I am going to write a letter still to the top dog and complain. The advertisement we saw is what attracted us to even go to the HRH in the first place...the great room rate AND the deal on the tickets and by gosh I am going to complain! (I believe thats false advertisement in legality terms) That same commercial is still being aired down south....growwwwl.....



It ain't over till the fat lady sings.......

 

[Robinrs]

I'm not claiming that "fat lady" title (no comment, Barry!) but I will SING if you get a decent answer, Esmeralda!

I hope this time it works!

 

[DW mouser]

I loved HRH when we were there for 7 days last month. I do however, wish that they could do a better job on their reservations. There is alot of complaints on this board and I have also experienced it myself. The only thing to do is to write or call Lowe's directly and tell them your complaints. Maybe if they get enough of them, they will finally do something about it!! That's putting it in alot nicer words then I was actually thinking! I didn't know if we were allowed to say "kick ***" or not!

 

[jtryan]

Hey Sue,

How was the trip? Did you have the same problems with your tickets or did all go smoothly? Happy Thanksgiving!!

roxanne

 

[Niagara2]

We alslo stayed at HRH last weekend. Very disappointed in service and also were told our ressie was wrong. I went to desk night before check out as I have read so much on confusion on what is billed, and lo and behold told that my rate went up for weekend. I was NOT told this at time of reservation nor at checkin. I complained to no avail. I will get home and write and call. It is not the $50 a nite more but the treatment. I run hotels and for a hotel of this stature - this is terrible. I also know that our concierge room would of failed a AAA inspection. One day it was clean, but the weekend help needed training!!
Also - beware - no front of the line access after 4pm on a Saturday - we chose this hotel for this feature - any of you told this before checkin - doubt it.
Have stayed at many nice hotels around the world and this one is on bottom of list. Has the concrete ingrediants to be a 4 or 5 star hotel but service is so poor I would rather stay at a 2 star hotel.
The breakfast in concierge lounge is the WORST we have ever experienced in any hotel. Do not pay the extra - it is not worth it at all. The hordourves were tortilla chips and dip - I kid you not!
We liked the parks, then left on our own at 4pm......so sa ve cash and stay off site. Yes - a bit upset!!!

 

[BarryHom]

I've never heard of them stopping your room key access after 4 pm on a Saturday. Yes, Universal Express tickets may run out after 4 pm, but your room key is good for the entire day.

 

[MarnieQ]

I just came back from Universal. I didn't hear anyone talking about the deal at the HRH or the 2 for one park tickets. We paid nearly $200 a night at the HRH and loved it. I'd have been upset if I heard some people were being offered $99/night.

But we did purchase our Universal park hopper passes with a Discover card and got 3 days for the price of 2. I don't recall this special being offered anywhere, so it was a nice surprise. There are other deals offered at restaurants if you use Discover or show your AAA card. Keep them with you. I hope this helps save a few bucks

 

[Niagara2]

Showed room key at MIB at 3:55 pm on Saturday and the attendant told me that it was not valid after 4pm. We went to Back to Future and tried express at 4:10 pm and turned away! We left park.

 

[puckmom]

We also experienced very poor service at the HRH. dried urine pooled behind toilet, hair in corners of bath (not ours) , no rollaway despite it showing on confrmation form, no Loews special service despite number showing on confirmation slip. We were told there was no extra service by reservationist at our level? She then took our confirmation slip , we assumed to check on it. We left our card at home . I phoned three tiimes from our room for our welcome package and rollaway . On third call I received rollaway and a cd from bellhop. No bedding , found a blanket and pillow in the closet for my son. We received no further welcome package. I assume the urine is still there for the next guest. We did love the FOTL perk. We may try Portofino as I have heard good things about it but never the HRH. We paid rack rate. Puckmom

 

[DW mouser]

Got my credit card bill for our stay at HRH and was actually charged for three days more then we were there!!! Our ressies were changed because someone was in our room they sent us too. We had to stay in another room all night--about 10 hours. We were charged for two days!! We were actually without a room all the next day until we finally just stood at the desk until they got us into the original room we were suppose to have in the first place! We were charged for an extra day there too and our kid's room had an extra day charge on it too!!! I got an answering machine when I called so I'm wondering if they will call back!! How discusting when this was all planned 8 months in advance! I will not stay there again. They are to unorganized!

 

[goofyfordisney]

We just got home a couple of days ago...I was really worried that we would have problems with the room rate that we were quoted ($99/nite) because we hadn't received our confirmation in the mail prior to leaving. Well, they did try to charge us $129/nite! My husband told them that he was quoted $99--the manager was called and the clerk adusted our rate to $99/nite! So, it looks like you need to be persistant and ask to speak to a manager if you don't get what you were promised. I also purchased 2 day--get 1 day free tickets at the hotel with no problem at all--I just was told that I needed to use my Discover card to purchase them.

I will be posting my full trip report today--overall, we had a great trip!

Sue