Hard YUCK Hotel!

[Copperpenny]

We just returned from an 8 day trip to Disney/Universal. We had booked a two bedroom suite at the HRH for the last three days of our vacation...what a HUGE disappointment. We arrived at 2:00 and the room was not ready, so we went to Universal park. The express pass was the only positive from this hotel. Our room was ready at almost 5:00 and we had requested in the original reservation a pool view on an upper floor...what we got was the third floor no view joke of a room. Now mind you we were paying a little more than $700. a night for this two bedroom suite. It smelled horrible, the carpets were filthy, the furniture was filthy, and I mean gross. We had no comforter on our bed. Our towels in the bathroom were dirty and had makeup smudges and dried garbage on them. The shower had mold growing inside and the sheetrock was mangled and grungy on the outside. My DH went to the staff to complain which was a joke as they said they were completely booked. He offered to pay more to get us into another room, again they said they were booked. We happened to have our laptop and funny they werent booked on the online reservatin center! We stayed the one night and let the kids enjoy the parks, but left two days early. we were charged for two days. The manager that checked me out that next day and gave me a break by not charging the full three days. Maybe the other two Universal hotels a nicer, but I will not risk my time or money to find out!

 

[SpideyHulk24]

Sorry to hear about your experience. That is terrible. Have you thought about writing a letter? Maybe they will make it up to you. Others have been giving the resort a thumbs up.

 

[Planogirl]

I'd write a letter but be sure to write Loew's and maybe CC Universal. It's too bad that you got a bad room for all of that money. It sounds like the cleaning staff didn't do their job.

 

[disneyfreakk]

did you by any chance take pictures to send with your complaint?? that would help alot in getting your money back!

 

[Copperpenny]

Yes, I am writing a letter today. I had to unpack yesterday. I must say that the proximity to City walk and the parks is wonderful along with the express pass. Some of the lines were 75-80 minutes and the longest we had to wait was for ET and that was 25 minutes. Most of the rides we were on in 15. I hope others have a better experience at the hotel than I did.

 

[gonga]

Always, Always, Always go right to the manager - don't jerk around with the pimple faced minimum wager at the counter. Firmly but nicely state your case and tell them to take the time and go up to the room with you immediately - that is their job afterall. Do not leave without some kind of compensation and in your case it should have been a good one.


The first time we went to the PBH we were given the JERKER room. There was a dog pee semll, cigarette burns in the rug and on the comforter...not worth the $$ we were spending. We took our bags down to the lobby ourselves and asked for the manager. My husband firmly but nicely stated our case and ended with - if you cannot do something call me a cab because we are getting out of here and going somewhere else. We were given a beautiful suite - 2 seperate doors/room keys...no charge and vouchers for breakfast and lunch for every day we were there. We were recently at the PBH and the same manager is still there...so he must know what he is doing. He was very very nice and so is the staff at the PBH

2 years ago we made the mistake of going to the hard rock (we had no choice as the others were completely booked). We stayed at the club level too...just did not like it. The staff is not the same, they seem to have a crappy attitude. We will never stay there again. The HR seems to be the odd ball when it comes to customer service, not only on our experience but from friends that stay there and these boards as well.

I can certainly understand your anger and frustration, but do not put the HR in the same category as the other on site hotels...they are so completely different in every way.

 

[Copperpenny]

Hey Gonga! Our friends had the same experience at PBH and were satisfied with the Managers remedy. I tried to book both of the other properties but they were booked. My boys had a great time in the parks and this is what the trip was all about anyway. I had to post to vent and was not looking to spoil anyone elses excitement just warn those like myself who are not familar with the HRH. I have written a letter to Mr. Carrie the GM for the hotel.
I was unaware that Loews hotels allowed pets until I saw a post concerning dogs in the rooms maybe this explains the condition of our Suite...It was a doggie suite! I usually do a better job investigating!

 

[Tigger Woods]

Originally posted by gonga

We were recently at the PBH and the same manager is still there...so he must know what he is doing. He was very very nice and so is the staff at the PBH

I agree the manager at PBH is tops. We had a problem last year with a dress my wife bought at one of the clothing stores renting space at PBH. The clothing store manager would not provide us with a refund or store credit, so we spoke to the hotel manager. He immediately deducted $100 from our hotel bill. End of problem.