We were at HRH two weeks ago. The person at check-in immediately produced a stash of stuff for my son when I handed her a copy of his report card. It included the refillable mug, a visor, sunglasses, pen, bookmark, koosh ball and a couple of other things which I have already forgotten! She also made a "big deal" about his straight A's.
We only tried to refill the mug at the ice cream place at the entrance to Sunset Grill (again, my mind is gone re: the name). The first time the person behind the counter had no idea what we were talking about, and tried to send us away. It was awkward to say the least, as I felt like she thought we were trying to scam her in some way. It was "Free refills? I don't think so..." As they had told us at check-in that the cup would be refilled at ANY counter with soft drinks I was assertive and she went in search of an answer. After a bit of a wait she came back and refilled it. The second time, later that night, my son produced his mug and yet another employee looked at him blankly. (The mug says "Loew's Loves Kids" on it, BTW.) I told her that he wanted a refill of whatever (coke?). She then asked someone else about it, then filled it, THEN produced a charge slip for a drink! I went through the spiel about the A report card and free refills but she didn't seem to get what I was saying. Finally another employee came over and told her that it was okay to refill without a charge.
After that we sort of gave up. I was not going to send my young son alone to deal with the confused situation and the couple of times we passed later there was quite a long line. I still thought it worthwhile, as it is a nice travel mug and the other stuff was cool, as well as the check-in staff praising him so much for good grades. (There may be somewhere else that readily refills it and we just hit the one place that wasn't clued in.)
