Kudos to Carlton Hudson (GM @ HRH)

[tarheelmjfan]

As I've noted a couple times, when we arrived at HRH they didn't have the room type we reserved available. The hotel was sold out. The room we ended up in was actually a downgrade from what we booked. Anyway, after returning home, I completed the survey they emailed to us. I stated the good & bad, as I always do. Nowhere on the survey did I mention any type of reimbursement, nor did we expect one. They refunded the difference in the room rate, before we paid our final bill. I really didn't even expect a follow up email, much less anything else. A couple days after completing the survey we received an email from Carlton Hudson (General Manager @ HRH). In his email, he apologized for the situation & said he had held a meeting with the dept. managers to assure corrective actions were taken. He then asked, if we would confirm our mailing address, so he could send us a discount certificate to be used on our next visit. I have no idea what the discount will be. The fact that he offered a discount w/o any solicitation on our part shows us that he cares about his guests & wants to make sure they leave HRH with a positive experience.

 

[highlander447]

Thats good

 

[Lindy Loo]

wow, now thats impressive. It shows they do read and care about peoples view points!

 

[bubba's mom]

.... he could send us a discount certificate to be used on our next visit. I have no idea what the discount will be.

for you!!!! Glad to hear someone actually READS those surveys!! Wouldn't want to be wasting my time.....maybe next time I won't give such a "raving review" However, for our next trip, we're going to stay at HRH and from what I understand, it'll just be "rehab-ed"....so, we'll see. Now you know, you HAVE to let us know what he sends you...... we'll be waiting....

 

[tarheelmjfan]

We got the coupon. It was for 50% off one night stay. It doesn't appear that there's any blackout dates either. We consider it a very nice gesture, especially since we didn't ask for any type of compensation.

We also received a Loew's gold card in the mail. This was the 1st time we've been given credit for a stay. Nothing like a trip that keeps on giving.

 

[macraven]

the gm prior to carlton was lou carrier.

lou was more generous. i have met him a few times and when i did have an issue at the hotel and left the card, he called me at my home.

we got more than a one time discount off of a room at hrh.


i met carlton after he came to hrh.
he is kewl also.

 

[bubba's mom]

We got the coupon. It was for 50% off one night stay.

Awesome!! Yay for you!!!! A LITTLE something is better than NOTHING!!!!

 

[goNDmay9]

Last year we stayed in club at HRH and had a small issue with some fecal matter still smeared on the toilet when we checked in. MAJOR YUCKS! That on top of a really really late check in and some other small inconveniences warrants a call to management. When i went downstairs to alert management, the told me that someone would call the room. I answered the phone and they asked if i was the person that came downstairs - i responded with yes and they asked to speak to my parents! They refused to speak to me at all! LMAO! I admit, i was there with my parents and i am only 5'1, but I am 30! Well 29 last year. But still.

Anyway - i set up a meeting with Mr. Hudson for the next day and they took a little off of one nights stay and sent up a bottle of wine. I too think that he is really nice.

 

[Fan2CSkr]

As I've noted a couple times, when we arrived at HRH they didn't have the room type we reserved available. The hotel was sold out. The room we ended up in was actually a downgrade from what we booked. Anyway, after returning home, I completed the survey they emailed to us. I stated the good & bad, as I always do. Nowhere on the survey did I mention any type of reimbursement, nor did we expect one. They refunded the difference in the room rate, before we paid our final bill. I really didn't even expect a follow up email, much less anything else. A couple days after completing the survey we received an email from Carlton Hudson (General Manager @ HRH). In his email, he apologized for the situation & said he had held a meeting with the dept. managers to assure corrective actions were taken. He then asked, if we would confirm our mailing address, so he could send us a discount certificate to be used on our next visit. I have no idea what the discount will be. The fact that he offered a discount w/o any solicitation on our part shows us that he cares about his guests & wants to make sure they leave HRH with a positive experience.

I didnt know your room type wasnt available when you checked in. Did they lessen the rate along with your downgrade? I hope thay did! I am happy you brought your issues to their attention and that they addressed them. Its nice to know they are continuing to stay on top of things. I think they did the right thing in sending you a certificate. I feel after reading your posts on the room and room category booked wasnt given to you, that it should have been for one free night not half off of one night. At least it was something.

 

[tarheelmjfan]

I didnt know your room type wasnt available when you checked in. Did they lessen the rate along with your downgrade? I hope thay did! I am happy you brought your issues to their attention and that they addressed them. Its nice to know they are continuing to stay on top of things. I think they did the right thing in sending you a certificate. I feel after reading your posts on the room and room category booked wasnt given to you, that it should have been for one free night not half off of one night. At least it was something.

They did adjust the rate, although my DH had to request it. Our main issue was being put in a smoking room. Don't get me wrong. I'm not anti smoking. My DH smokes, which I hate. I could care less, if anyone else does. I just don't want to be exposed to smoke in an enclosed space. I hate the smell on my clothes &/ or hair. Shallow, I know. On a positive note, the room had a great location. After reading the amount of compensation others received, ours does seem rather inadequate. However, for someone who wasn't expecting or asking for anything, it's definitely better than nothing.

 

[jillybeene71]

I made a small complaint on the loews website (I posted on another thread the response from chris Garcia, hrh manager) I was told to call and he could get me a "special" rate just to get me to try the hotel again. He even went as far as to give me the name and direct ph # to Angel, special services supervisor. I was extremely excited because (like im sure everyone knows by now) were going for Thanksgiving
anywhoo...after I told him "sure we'll try your hotel again...what can you do for me?" He asked if I had any discount (AAA/APH) and I said yeah APH. The rate I got was the aph rate offered on the Loews website and Universal website. What kind of special rate is that when I can book it online for myself???
whatever...i booked with the aph rate on my own, and not at the Hard Rock at the Royal Pacific. The one and only reason I stay at these hotels are for the fotl pass.