Loews first didn't work

[DISNEYBIGGDOGG]

Just back for my first trip at PBH. I reserved a room at the Florida resident rate and got a deluxe room for $229/night. When I first booked my vacation I asked the lady in reservations if I would still be able to get my perks and she said "absolutely". My request was for my kids to get the milk and cookies at night. She even told me that I could request it every night of my trip as well as getting bottled water every day which amazed me as they charge $7/per bottle in the rooms. When i checked in I asked again about the milk and cookies and the lady "DJ" told me we would have it when our room was ready after 4pm so we left to the parks. At about 5pm I never received a call from them to tell me that my room was ready so I called them. The lady told me that my room 2377 was ready. I inquired one last time about the milk and cookies just to make sure and she told me that we were not going to recive them because the Florida resident rate that we received was much lower than the rack rate. I informed her of the previous conversations with their fellow employees and even gave her the names of the people I spoke to and she told me that she would have to look into it. When we got back to our room there were a couple of candies in a small beach bucket for my three kids, how disappointing.

Is there someone that I can call or e-mail to express my disappointment?

Besides that the FOTL option is awesome.
The kids loved the slide and beach/pool.
The water taxi's were awesome, no wait at all and I could push the stroller right in without having to close it.
Definitely will stay at a Universal resort the next time that I go back there.

 

[gonga]

Believe it or not that is what I was told too, as we are paying less than rack rate.

Apparently those cookies cost $10.00 a piece or something - absolutely crazy if you ask me.

So I guess you actually do "pay" for the added ammenities of being a Lowes First memeber...otherwise it would not matter how much your rate is.


There is a thread about AmEx Plat travel services check it out....this time my mom booked our trip, and we did not go thru AmEx (but it does not matter since we have club level this trip)

The benefits are much better at AmEx Plat than Loews First - regardless of how much you pay. Even a later check out guaranteed 4pm at no charge + all the othere great things

 

[damo]

Whoever you booked with was wrong. It is a welcome gift, not an everyday gift, and it is only available if you book AAA or rack rate. I wish they would get their acts together and train their people with correct information.

 

[gonga]

I got my information directly thru Lowes first....that is what I was told...

Not a big deal for us because of the club level, but it's not fair to others..I hope it is a mistake.

 

[damo]

I book with Loews First every time and have never been told that I would get anything free. I have been told, like the website says, that only rack rate and AAA rate qualifies you for the benefits. That doesn't mean that I haven't received it, though. I have, twice, out of about 7 or 8 times staying.

If they would just be consistent nobody would care. It is the fact that everyone that you talk to has some other idea that causes all the problems. People go expecting one thing and end up getting another.

 

[Disney's Deluxe Princess]

The rate is much lower than rack rate. I think it's fair that they don't give the welcome gifts to highly discounted rooms. They probably had to give away too many now that the word is out. I'll take the discount over milk and cookies anyday.

 

[Disbug]

We have stayed at the RPR 3 times now and each stay has been better than the last! I received the Milk and Cookies the first trip and it was a welcome surprise, not requested.

On subsequent trips I have been told that you can purchase the cookies and milk from room service! So, really there is no need to be disappointed... we can ALL have them now!!

 

[TigerLilly's Mom]

I am wondering if my rate is "rack rate"? When I booked I assumed it was, then when I called back, the Loews person said "Oh, you are booked with the Summer Bungalos special". I asked her if I would still get my Loews benefits and was told I would. I also joked that this rate didn't seem like a special - but I don't think she found it funny - LOL. The operator also made me confirm what my choice for a welcome gift was and when I told her when our flight came in, she said she would put down that we were requesting an early check-in. She also tried to upgrade me over the phone, but there were only king deluxes, no queens so she couldn't.

So...I'm assuming the Summer Bungalos rate is the same as rack rate, what do you think?

 

[gonga]

Regardless of what you pay...all it takes is a few cookies to make everyone happy! Why not just give them to all loews first customers just out of loyalty? They literally cost the hotel PENNIES.

Afterall there are hundreds of hotels you can stay while in Orlando...why not give a plate of cookies to the loyal customers...it's just good business.


When you stay at other chain hotels (Four Seasons, Ritz) you never hear the word NO...regardless of what room you have or how much you paid. Great customer service goes a long way.

 

[damo]

I think the good business comes from FOTL. What other hotel offers you that? That IS the reason I stay at the resorts and if another hotel offers me cookies, it won't get my business. Universal resorts already offer the absolute best incentive that they can! Forget the welcome gift.

If they took away the FOTL and gave us all cookies instead, would we be happy? Of course not. We keep forgetting what bonuses we already get by staying onsite that set the hotels far, far apart from any other Orlando hotel.

 

[Lewisc]

Originally posted by gonga
Regardless of what you pay...all it takes is a few cookies to make everyone happy! Why not just give them to all loews first customers just out of loyalty? They literally cost the hotel PENNIES.

For that matter why not give them all customers? Most of the LF customers signed up for free on their website. We're not talking about a program you pay to join or have a minimum number hotel stays. Most customers aren't staying at the Universal hotels out of loyalty to loews, we're staying their to be on site and to get FOTL perks.

Sorry I don't agree with the most of the posters, why should signing up on a website give you a lot of extra perks?

Most of the hotel affinity programs exclude reservations made on deeply discounted rates: EB, PL, Hotwire, consolidator rates. I'll take the lower rates and buy my own cookies.

 

[Aimeedyan]

I'm sorry you didn't receive what several people promised you. I think if you write the general manager a letter about it, just ask them to be consistent with their employees!

I have been told, just like others, that only those that dont get a discount room (like a FL resident rate or anything else) can still qualify for the welcome gift, as we did not get one either (using a travel agent code for the rate). We were not surprised, as we knew this ahead of time - but no one PROMISED us we were getting one. They are not consistent in this, and should be. And NO ONE has ever said it's a nightly thing, just a one time checkin welcome gift. That girl was completely out to lunch, I think.

I don't see why they should give people cookies just for signing up for a free card on a free website. Doesn't seem like there's any point. People stay there because there ARE great perks, that most hotels don't offer - not for a free welcome gift. I can understand a welcome gift for those that are repeat guests, because you are rewarding loyalty, but for all the people just using them for FOTL access on a great rate, well, I don't see how that's smart business at all.

JMHO.

 

[webray]

You can't be disappointed in not getting the gift...if you don't book the expensive rate you are no longer suppose to get the gift.

I would rather have the cheaper rate and purchase my own room snack.

It was never a nightly treat..just a check in treat.

 

[jxh1]

I have stayed at at the HRH 2 times over the past few years using the Entertainment rate and have gotten my welcome gift each time without a problem. I'm staying at the RPR in September using this rate so I'll be interested to see if I get it this time.

 

[gonga]

Originally posted by Lewisc
For that matter why not give them all customers? Most of the LF customers signed up for free on their website. We're not talking about a program you pay to join or have a minimum number hotel stays. Most customers aren't staying at the Universal hotels out of loyalty to loews, we're staying their to be on site and to get FOTL perks.

Sorry I don't agree with the most of the posters, why should signing up on a website give you a lot of extra perks?

Most of the hotel affinity programs exclude reservations made on deeply discounted rates: EB, PL, Hotwire, consolidator rates. I'll take the lower rates and buy my own cookies.

That happens to be what Loews First offers if you sign up with them (yes for free on their website) There is a world outside of Universal/Disney...and if you stay at a LH in another location, you will receive these added ammenities for customer loyalty.. many hotels offer these type of memerships. It does not matter if you stay at the hotel for FOTL....Loews is a huge chain, which happens to have hotels at Universal offering FOTL. If you signed up for Loews first, you should get your ammenity, regardless if you are staying at Loews Beverly Hills and reagardless of the rate. Signing up for Lowes first is not just for "free cookies" Lowes also uses the information to build a personal profile, so if you do travel and stay at their hotels your likes and dislikes are on file to further please you and to make your stay more personal. Many hotels are now doing this.

If you choose to get your own "cookies" is up to you, but some people like having the added ammenities and the personal touch. It works the same as FF miles for example, usually you fly 1 or 2 carriers so you rack up the points, the more you fly the higher the status of your membership, the higher your memership status, the more you get.. It is a way of building a larger customer base due to return guests. It's not just about "free" its about being rewarded for your business.