first stay at RP during Charley, am I being too sensitive??

[IowaGirl]

We stayed at RP checking in August 12 and departing August 16. Charley blew over us August 13th, later in the evening.

We had several incidents within one hour of checking in that made me feel like I did not belong at the Royal Pacific--I felt really looked down upon by several employees in just minutes!

1) The valet guys were extremely rude when they found out we did not want valet parking or help with our bags. We parked away from the front entrance, but just wanted to dig out suitcase out, and when they found out we needed no help, they demanded we move our car right then and there, even though there were a ton of cars in that 1/2 circle, and we were quite a distance from the door. We did not leave it, we just wanted to get luggage out, but that did not matter. They harassed us enough that my husband parked the car and drug our suitcase across the parking lot.
2) Check in lady informed me my rate was "too cheap to qualify for the amenities of the LOWES program" when I gave her my member card. She just said it in just a quietly snide way. I got the amenities last time when I stayed at the Portofino with an entertainment rate.
3) Went to the room to discover it had a mini bar. We were given no key. Went to the fron desk and asked for the mini bar key and she said, "We have refrigerators for rent for $15 a day." I asked her what made her think I would not buy anything from the mini bar, and she just sighed and handed me the key.
4) Had a message from the front desk we needed to settle our account right away--after checking an hour ago! I was on hold for 15 minutes to figure out what was going on and the guy said I did not fill out my information card, not sign it. I told him I was not given one and he said, "I SUPPOSE it could have happened that way."
It was just the way he slipped out 'suppose' that drove me bananas!
I left a note the next day with the conceierge for the manager but never heard from the manager.

I dropped it because he still had a good time despite that and despite Charley, and the park workers did such an excellent job working around those conditions.

Was I too sensitive?

 

[goofy!]

Not being there, I can't say if you were too sensitive or not. I am assuming the staff was a bit on edge with the looming hurricane, so perhaps that showed in their service.

We were there the previous week and had the most courteous service, so maybe the pending hurricane had some effect. I did ask at check-in if we would get our amenities (AP rate) and I was told no, our rate was too discounted for that. I didn't expect the amenities, as the Loews First clearly states that only rack rates qualify for the amenities, but thought it wouldn't hurt to ask. And we had received them the previous year with the Entertainment rate. I was not upset when she told me "no" because I knew I didn't really qualify for that.

We self-parked - no problems there, they just said "ok" when we said "No, thanks, we will park ourselves". However, we did use the bellhop to take our things to our room.

The best service we got was that I asked for a "park view" room at check-in, requesting several of the rooms that had been mentioned here previously. The resort was packed and all park view rooms were occupied. However, the next morning we awoke to our message light blinking. Called the front desk and they said that a park view room was available if we would care to move. Sure! We were there for another 5 days so it would not be an inconvenience to move. They told us to just put our things in the front hall, go to the parks and they would take care of everything else. We came back at about 5:00, stopped at the front desk to get new keys and went to our new room with our stuff waiting for us.

Also, when I first made our reservations, (long, long ago), I had asked if they had any suggestions of special things we could book for our 20th anniversary, as we would be there during that time. They must have noted that, because in our room was a bottle of wine, snacks and a nice card wishing us a happy anniversary.

They did give us a late check-out upon request even though we had a discounted rate, and even though the hotel was full and we had a premium room.

It is not pleasant to have to endure poor service, but for the most part, RPR is known for its quality of service. Hopefully, your poor service was a fluke and due to the pending hurricane. I hope you give RPR a try again, because it can be wonderful!

 

[Eclpz314]

I would honestly think, if anything, you got caught in the Charley panic. I've been to RPR twice and never had any thing but friendliness and professionalism shown by the bellmen out front. Their job is to make things run smoothly, especially when it's busy. I know they try to clear the driveup area of luggage quickly (moving it up on the front curb for your safety as well as allowing traffic to proceed. We haven't especially ever needed the bellman service, but haven't argued with it, giving whomever a tip. Are you sure you weren't parked in the valet parking service area? As for the Loew's perks, they "technically" only offer them if you pay rackrate or AAA rate. Other ones, such as fan club, enter.book, etc. are not supposed to qualify, even if you are a Loew's member. Sometimes they slip up and do give the perks, but not always...there's always been a lot of discussion and confusion on these boards over that. The minibar? I've never rec'vd a key for that either. Hearing how they check it and charge for things moved in it....I don't want one...nor the $7 bottle of water they insist on leaving in the room (made them take that out immediately). People on these boards have bought those cheap $1 styrofoam coolers to put in their rooms instead of chancing being charged for using the minibar. Maybe it's easier for RPR to just not give the key unless asked for it (and because of so many people thinking they can use them as a fridge and getting surprised by the charge, in turn going back to the front desk to argue) just offered info to you about a fridge rental. I think maybe by the time you got the phone call about your info. card (if it was the one w/you agreeing to terms, etc, I can see the urgency), maybe you were still feeling defensive.....things do go wrong at checkin/checkout. To relate that to you (and this was our 2nd yr. in a row at RPR), I reserved club level way back in Feb, and confirmed and reconfirmed. Got there in July and "no, you're not listed for club." Got that straightened out (and a club room) and then we ended up being double-billed for the 10night stay. Frustrating, yes. But at no time did I feel like I was being looked down on or anything like that. I'm glad you ended up having a good time anyway. Don't let bad timing ruin your impression of RPR.

 

[Laurabearz]

I have found the staff at RPR to be underwhelming to say the least. And wont stay there again.

No, your not to sensitive.... but at the same time, a lot of the employees at both WDW and US/IOA were freaked about their homes... not their vacations... their homes, filled with photos and furniture...

Stressed is the best you could say....

 

[damo]

I have never had anything but a great stay at RPR. We had friends stay right before Charlie and they absolutely loved the hotel and could have stayed much longer.

However, I do agree that the tone of the comments made to you were not appropriate.

 

[themepark]

We have had nothing but professional and courteous service during our 4 RPR stays. The bellmen especially have always been very friendly and helpful. We have never used valet but do use them to bring our luggage in. We never call them to carry it out when we check out, but they are still friendly as we load up our car to depart. I agree that you were treated unprofessionally. I would be upset if those comments had been made to me. Perhaps it was the tension of the impending storm.

 

[erinch]

I would send the manager a polite letter now, laying out what you did in your email, acknowledge that everyon was on edge, but indicate that you thought they might like to know, in case some further training of the staff is needed.

I've had to do that a couple of times, and have usually gotten courteous responses back (and a couple of times an offer to redress the "grievance") -- I also try hard to take the time to write a letter when the service is exceptional, so I'm more a praiser than a complainer.

 

[IowaGirl]

I just don't think my situation was hurricane stress related at all.
Easy for me to say, since my home was safe in Iowa.

We checked in Thursday August 12 about 2pm.

I did not want to really complain about it because the hurricane came the next night, but now I am thinking they really should know that immediately I felt like leaving. It was better after our first day though, but we really had no interaction with hotel employees after our initial check in.

It was this overall attitude that some guests may not be good enough for their hotel is something I think they should work on.

Oh well, the park employees made up for it as well as the restaurant employees at the RP. They were awesome!

 

[dylansdad]

we got the same attitude and more...


.............but i said to myself, "self , your rate is $139"


and let it go.....

 

[ILOVEPOOH1]

I would have demanded to see a manager! This is why I only stay with the mouse!!!!

 

[glawgirl]

We always stay at the Portofino or the Hard Rock and I do remember that the valet guys at the Hard Rock have given us a hard time if we decided not to valet. They do want you to move your car out of the way as soon as possible even though you tell them that you are just checking in and that you will move the car in a couple of minutes. I never get upset, I just give them a crappy tip. Also, re: the front desk - it's luck of the draw - it all depends who you get and what their mood is. Even though you are a Lowes member - you are only supposed to get the cookies, milk, late check-out if you are paying a full rate. If you are paying an Entertainment Rate or a AP rate or any other type of discounted rate they will not give you the Lowes Member Benefits but again it's all who you are dealing with. Most of the times we have gotten all of the Lowes member benefits even though we almost always book a Florida Resident rate or an Entertainment Rate. I think we were only denied the Lowes Member Benefits once and we go there at least 3 times a year. I hope this helps.

 

[Notatourist]

Originally posted by IowaGirl
I just don't think my situation was hurricane stress related at all.
Easy for me to say, since my home was safe in Iowa.

We checked in Thursday August 12 about 2pm.

I did not want to really complain about it because the hurricane came the next night, but now I am thinking they really should know that immediately I felt like leaving. It was better after our first day though, but we really had no interaction with hotel employees after our initial check in.

It was this overall attitude that some guests may not be good enough for their hotel is something I think they should work on.

Oh well, the park employees made up for it as well as the restaurant employees at the RP. They were awesome!

While I agree that how you were treated in NOT right, I will say this-The pre Charley mania was horrible. People were and still are in many cases stressed out and many felt that there wasn't a tourist understanding of the situation at hand.

Many people didn't understand on the day after Charley that many had lost their roofs and their homes. Their concentration was sadly not on guest service, but on their homes and family. The stress level has been HUGE.

Do write the manager. He needs to know. Things can be changed, just remember it.

 

[kellymonaghan]

You should communicate your displeasure to the hotel. There should have been a card in your room to let you do this.

RPR takes its customer service extremely seriously, which may be why it ranks at the top of the Loews chain in customer satisfaction. So your comments WILL be taken seriously and WILL be acted upon.

 

[Aimeedyan]

I'm so sorry you had such a bad exp! We had a wonderful one in May, but like with any business, it's hit and miss with service. I don't think it has anything to do with "staying with the mouse" or staying at Universal. Some people have attitudes, some dont. That's found EVERYWHERE.

Though I do believe you probably got some of the anxiety of those that live there who's HOMES were being threatened, it still doesn't make it okay to be rude when someone wasn't being pushy... you know?

I would write them a note letting them know your exp and just see what happens.

 

[seashoreCM]

Substandard tips should be accompanied by an explanation why.

If the area under the canopy is signed for leaving cars to the valets, then you need to move. If it is signed for loading and unloading, I would have ignored him and unloaded right there as I was already doing.

By stopping to write a comment, asking for the manager, you can include such comments as:

"The valet pushed us towards the car to suggest we need to drive it off right away dada dada ... I think it would be fitting if you comped us the cookies and milk...

"The valet rudely grabbed our luggage after we told him we could handle it ourselves...I think it would be fitting if you comped me this Incredible Hulk doll ...

(choose something valued at twice the amount of any tip you felt coerced to give)

Regardless of the stress of the hurricane or whatever, there is no excuse for rudeness, either from guests or hosts. An employee wrought up in personal matters so as to be not up to serving the customer properly probably should have been talked to and if the problem persisted, told to punch out and go deal with those personal matters.

Your paying a discount or promotional rate is not an excuse for rudeness, and the full rigamarole of seeing the manager is equally within your grasp.

Disney hints:
http://members.aol.com/ajaynejr/disney.htm

For bad service in restaurants I suggest saying before the manager that a reasonable resolution of the matter is a one third discount off of the bottom line. The expected final negotiation would be the amount of the bill with no tip or service charge or added-in gratuity.