Hotel Royal Plaza and Holiday Inn - Never again!

[MrsPotts]

Just wanted to share our experience from the night of 8/6/04. I had made a reservation at the Hotel Royal Plaza using the special MouseSavers rate that was published back in May for one night at the hotel. I was excited about being able to stay so close to Downtown Disney for our last night in Orlando. We arrived at the hotel at 5:15 on Friday evening only to be told the people who were supposed to check out decided to stay another night, therefore leaving us without a room. The man on duty said that the hotel couldn't "throw them out". I looked at him and asked "But it's OK to throw us out?" He simply shrugged and didn't say a word. I reminded he that we had already paid for our room and he said we will be receiving a credit on our credit card. (I'll be looking for that) He told me they did make us reservations at the Holiday Inn next door and they were paying for the night. Well, let's just say I will never ever ever stay in that place again! If they assign you to room 209 at the Holiday Inn run the other way!! That room smelled of mildew, the wallpaper was falling off the wall, the carpets were wet, there was mildew in the bathroom, the beds were soft and lumpy, and the phone did not work. It was a big disappointment, how they thought that the room was fit for human occupancy is beyond me. They wouldn't move us either! The hotel was booked! Yeah right, I'm sure that's the room they save for people being bumped from other hotels.

Needless to say I give neither hotel high ratings in customer service.

 

[zaxmom]

You were "walked". The hotel overbooked and that is the standard excuse given. Guest did not check out and they legally cannot kick them out. This all could have been true, but when I worked in a hotel, we used this several times.

 

[lilsonicfan]

I would definitely lodge a complaint with both hotels. Overbooking is standard practice, but the hotel should do its best to see that you receive the same quality room or better, wherever they put you.

I wonder if it may also be worth it to contact Mary at Mousesavers since she recommended the Hotel Royal Plaza?

 

[inthetink]

I was thinking of booking one of these hotels for our October visit to WDW. I wanted to save money by trying a non-disney resort on property. I think I will wait for the AP holder rates to come out.
Thanks for your information.

 

[TINK61]

Wow! That's scary. Now I'm worried about getting "walked". You'd think they would "walk" you into a deluxe suite since it was their mistake.

 

[Tigger7570]

Wow! What a horrible experience. We are booked at the Holiday Inn for two nights in November before going to OKW. This will be the first time we have stayed there and now I am a little nervous. Do you suppose that they gave you an under par room because it was booked by Royal Plaza or if it's the only room they had available? We stayed at the Royal Plaza in the spring and had a great room in the Tower. We were only there for two nights, again before going to OKW, but enjoyed it. Definitely, let Mary at Mousesavers know what happened. I hope the rest of your vacation was better and ended on a higher note. I hope this was an isolated incident.

 

[mar3990]

I definitely would have asked to speak to a manager at both hotels. I have heard of a mildew problem at both of these hotels, but we have stayed at both with no problems. We stayed in the tower at the Royal and loved our room both times and the staff was very accomodating and also stayed at the Holiday Inn last year for the $20.03 rate and didn't like our view and they immediately switched us ( even gave us a free buffet for 6 to compenstate us for having to move!) Sometimes I think its all about the staff on duty at the time you are there. I just hope the Hotel Royal Plaza doesnt disapoint anyone else because it is truly a great location and for the price it can't be beat( they are renovating so I wonder if the price will increase?)

 

[MrsPotts]

Just wanted to update you. We received a call from the Hotel Royal Plaza today. Apparently a little birdie contacted the hotel about the situation. The Plaza employee apologized and has tried to make things better with an offer to have us back etc. I thanked him and told him we would think about it.

Actually, it's sort of strange because they really didn't do anything wrong. I don't know how the rooms are etc, but they are the ones trying to make amends and have good customer service which is greatly appreciated. We haven't heard anything from Holiday Inn(I don't expect to) and they really are the ones who put us in such a bad situation to begin with.

Just FYI

 

[maximom]

Originally posted by MrsPotts
Actually, it's sort of strange because they really didn't do anything wrong. I don't know how the rooms are etc, but they are the ones trying to make amends and have good customer service which is greatly appreciated. We haven't heard anything from Holiday Inn(I don't expect to) and they really are the ones who put us in such a bad situation to begin with.

Just FYI

Maybe I'm confused, I thought Hotel Royal Plaza was the one that left you without a room AFTER you had already paid for one and they were the ones to get you a room at a less than equal hotel (Holiday Inn). I would think they should be trying to make amends. JMHO

 

[zaxmom]

When I worked in a hotel and we walked people, the standard practice was to pay for them to stay in the closest available hotel (same level of accommodations) and then bring them back for the next night for a free night. If they were to only be there for one night they would receive a certificate for a free night in the future. So go ahead and take free nights or whatever they are offering! They are sure to note it on your reservation and not let it happen to you again.