HoJo Cancelled Our Reservation When Adding a Day - Less Than 1 Week Away - FIXED!

[NostalgicDad]

We leave for DL in less than a week and I am sitting here in disbelief at the incompetence of a reservation rep. We've had our reservation for 5 at the Hojo for 2 months. Last night I called the 800 number to see if we could add a night to our stay but only if we could keep the same room and nothing would change on our existing reservation. The rep said it was available and he made the change (apparently) to add the additional night. He then said we were all set for the same rate and that I should receive the confirmation email within an hour. Only 5 minutes later I received a cancellation email for our existing reservation.

Concerned, I immediately called back to make sure everything was fine and that I should still get the other email confirming the change. Lo and behold, the lady informed me there is no reservation of any kind now for us. She said they never cancel the reservation when only adding a night and that he should not have done that. To make matters worse, she was not able to recreate it since they show no rooms available. I ended up speaking to their Customer Care and then a supervisor at Customer Care. Still no luck......nothing available.

So, right now I am beyond livid and we have no hotel for our DL vacation that starts in less than a week. Nothing is showing available at any of the good neighbor hotels. I'm sure I can find something not local to DL but as you all know, there is a reason why we stay at the Hojo and stay within walking distance. I always try to deal with the in-house reservations when we stay at the Hojo but last night I just wanted to check to see if anything was available because I didn't want to chance it and wait to call Monday morning when they open. Hindsight is 20-20 I suppose. The rep assured me it was not a problem to add the night without affecting the existing reservation so I made the mistake of believing that.


I was told by the supervisor last night that a case has been created and that I should call the General Manager, Jonathan, this morning to see what can be done. I also see now that Lorealle is no longer with the HoJo. Not only can I not believe that rep actually cancelled our 2 month old reservation, but the fact that we are just left high and dry is beyond absurd.

 

[PBader]

Wow, hopefully everything works out for you.

 

[HydroGuy]

That would really tick me off too!

So, hopefully HoJo's can resolve this but if you are ready to move into backup plan mode here are some ideas...

First, keep checking the other hotels. There are people who cancel at the last minute.

Second, it might be easiest to find rooms if you use an Expedia which can look at many hotels at once.

Third, you might have to consider a split stay at different hotels to cover your dates.

If you can find a backup then make the reservation. If HoJos comes thru for you then you cancel the backups.

HTH, and good luck!

 

[nunzia]

Awful!! I'd be freaking out..I hope HoJo can make this right for you. If not, try hotels.com also..I have very good luck with them.

 

[CarolAnnB]

I just canceled the 2 br parlor suite at Desert Inn right across the street yesterday, maybe that would still be available? It had 4 Q beds. It was for July 25 checking out on July 30. Hope that helps. Good luck.

 

[Sherry E]

I have a feeling that, in this case, it may have been better to make any changes through In-House Reservations rather than going through the 800 number. Several people have said that they get nowhere when they call the 800 number and that the only way to book at HoJo's or deal with actual people who can get the job done is to call In-House. I think I even recall reading someone's post a long time ago that said the 800 number rep couldn't even find their reservation in the system (it was made through In-House).

I think Jonathan will be able to do something for you if you don't find a solution before talking to him. From what I've heard, since Lorealle left he has been going above and beyond the call of duty to try to make the guests happy (especially the ones who were used to dealing with Lorealle). He checks in here on the DIS, too.

 

[DangerMouse]

I have a feeling that, in this case, it may have been better to make any changes through In-House Reservations rather than going through the 800 number. Several people have said that they get nowhere when they call the 800 number and that the only way to book at HoJo's or deal with actual people who can get the job done is to call In-House. I think I even recall reading someone's post a long time ago that said the 800 number rep couldn't even find their reservation in the system (it was made through In-House).

I think Jonathan will be able to do something for you if you don't find a solution before talking to him. From what I've heard, since Lorealle left he has been going above and beyond the call of duty to try to make the guests happy (especially the ones who were used to dealing with Lorealle). He checks in here on the DIS, too.

I agree, you need to contact in-house reservations this morning, and I know they will make it right for you.

I'm looking forward to seeing how this is resolved for you, and hope you have a wonderful trip to DLR.

 

[disneydreamer74]

Wow!! Sounds like the Howard Johnson Brand is not very organized. I would be in panic mode too!! I hope you will find a close hotel. I was looking for a hotel nearby for one night this week and I agree that most every place is booked solid that is within walking distance. Expedia did have a few options, I think Tropicana and BWPPI was available. Good luck to ya!! Hope the GM will accomodate you.

 

[Magalex]

We are planning a trip next July 2012. HoJo's was on my list. Maybe with this posting I might be taking this motel off my list. Good Luck! Keep us posted.

 

[rentayenta]

I am so sorry. Call the in-house people asap. They have always been pretty good but that was when Willie was there. Why did he and Lorealle go? I haven't stayed there in years.

 

[rlduvall]

Please post back as soon as you can with an update. This just makes me sick for you. We are going out there next week for 4 nights at GCH. I know how sick I would be if this happened to us.

 

[Mabel67]

We are planning a trip next July 2012. HoJo's was on my list. Maybe with this posting I might be taking this motel off my list. Good Luck! Keep us posted.

If you disregard every hotel that has had someone report a 'problem', you will have to sleep in your car...just sayin'.

And, while this is no doubt concerning to the OP, we have not yet allowed HOJO the opportunity for a resolution.

For the record, I too, added a day to my reservation with HOJO. I did so by emailing the IN HOUSE reservations. I promptly got an email response confirming my request. The staff member was very professional and courteous.

I always call the in-house reservation department no matter where or what hotel I chain I am staying at, because I have found them to be most knowledgeable about their own property.

Good luck, OP. I hope you are able post soon about a positive resolution soon!

 

[EmmersIsTheMommy]

Yeah what happened to Lorealle????

Man I can't believe that. I'd also call in house...but that's because I'm TERRIFIED of this happening. Keep us updated!!

 

[JH87]

Oh no!!!! I am so sorry to hear that. It must be super stressful. I hope it gets all situated though. Like someone else suggested, try sites like Expedia or travelocity to search all hotels in the area for the dates you need. HOJO should give you a coupon or something for making this mistake. A free night or something like that.

 

[jernysgirl]

This really sucks, but hopefully because the cancellation just happened last night that Jonathan will be able to get your room back on your reservation first thing today. I will be keeping my fingers crossed for you. Please update when you have an answer from them.

On a side note - its been awhile since I have seen you in this neck of the woods on the DIS! Since you'll be in DL soon, does that mean we can expect some spectacular photos in a couple of weeks to start appearing from you? (Been a fan of your photography since I joined the DIS ).

 

[Belle Ella]

I hope they are able to fix this for you somehow - please update us when you hear back fro Jonathan. I did something similar on a trip a year or so ago and I accidentally cancelled my reservation online. Thankfully they were able to help me out and fix my reservation and I hope everything works out for you!

 

[1disneynutt]

1 thing I have learned is NEVER call the 1-800 general reservation # for Hojos! They do not know anything about specials that the hotel may be running for example the entertainment rate. Call the hotel in-house reservations only as they are right there on site. If you call after hours or weekends it automatically gets transferred to the 1-800 reservation service so be sure not to call during those times. Hope everything works out for you! I am sure the hotel will try to make it right for you.

 

[NostalgicDad]

Well, wow. I have a new hero by the name of Jonathan. I spoke with him earlier and he pretty much had this resolved before I had to say anything else. We leave this weekend for our trip and we have our reservation fixed including the extra day we were looking for.

The past 15 hours were a tad bit on the stressed out side to say the least. Our 2 older kids knew about the situation but we hadn't told our 10 year old since we knew how disappointed he would be. Now he will be able to play in Castaway Cove which he really was looking forward to. And, what a load off our backs for not having to frantically search for another location at the last minute.

Thank you all for the great suggestions as I knew would happen. As frustrated and as angry as I was, I wanted to wait until I spoke to Jonathan and give the local property folks the opportunity to fix the mess. He did just that and I can't thank him enough. If anyone has any future concerns about staying at the HOJO, just deal with the in-house folks and you will be fine.

And yes, Kim, you can count on new photos for sure. It has been way too long and I'm looking forward to capturing more great moments at DL. Thank you for the nice comment.

 

[DangerMouse]

Well, wow. I have a new hero by the name of Jonathan. I spoke with him earlier and he pretty much had this resolved before I had to say anything else. We leave this weekend for our trip and we have our reservation fixed including the extra day we were looking for.

The past 15 hours were a tad bit on the stressed out side to say the least. Our 2 older kids knew about the situation but we hadn't told our 10 year old since we knew how disappointed he would be. Now he will be able to play in Castaway Cove which he really was looking forward to. And, what a load off our backs for not having to frantically search for another location at the last minute.

Thank you all for the great suggestions as I knew would happen. As frustrated and as angry as I was, I wanted to wait until I spoke to Jonathan and give the local property folks the opportunity to fix the mess. He did just that and I can't thank him enough. If anyone has any future concerns about staying at the HOJO, just deal with the in-house folks and you will be fine.

And yes, Kim, you can count on new photos for sure. It has been way too long and I'm looking forward to capturing more great moments at DL. Thank you for the nice comment.

Just what I expected.

The good people at HoJo Anaheim always come through with excellent customer service.

Have a great trip, Danny, and we'll look forward to seeing your gorgeous photos when you get back.

 

[JH87]

Great news!
Glad it all worked out for you.