Need advice on how to handle issue at PBH

[goNDmay9]

Just getting some advice from my beloved disers!

Just got back from Universal. Stayed at Portofino in two adjoining rooms on club.

My brother (18) had an awful experience. My DB(18) is definitely on a college schedule and is on that cell phone until all hours of the night. Being in two standard sized rooms, he went to a common area that was near the pool - but away from the acutal hotel rooms to make his middle of the night calls.

At around 2:30 in the AM he was approached by security. This is perfectly acceptable and encouraged. What is NOT acceptable, however, is that after providing both his room key and drivers license - he was accused of not being a guest at the hotel. He was detained and grilled about his hotel room and came back to the room traumatized. The guy actually accused him of creating a fake room key b/c there was not a room number on it! This had an effect on my entire party because we were all abruptly awakened in the middle of the night. My point is merely that there is both name and dates on the hotel key - so paired with a photo id - that should have been enough.

That is insulting it itself. The next day, as we are leaving the pool area, the same security guy came by. My brother tells me - hey - that is the guy from last night. So we go and ask him his name and was met with his hand covering his name tag and a complete refusal to give out his name. He then tells my brother that he remembers him from last night and will be on the look out for him tonight. He ends the conversation with a comment about having him on video.

I called the manager on duty when I returned to my room. Her initial reaction was that neither she nor I was present when it happened, so we do not know what actually occurred. Her tone slightly changed when I mentioned that almost my entire party – including myself was present for the pool comments. She said that she could not do anything, but that she would pass my concerns on to Security. I have been playing phone tag with them since our checkout. My latest voicemail has yet to be returned.

I am really really shocked and upset about this. Not just the incident itself - but the lack of concern that I received from the manager on duty.

Am I out of line? I am sooooooooooo about to draft a letter. Other than this, we loved our stay. Advice and comments anyone? I promise to keep an open mind. I feel better already just getting it out!

 

[Amyrlin]

I would out it in wirting rahter than playing phone tag, sometimes compnaies take things more seriously if they are in wirting. I would also write to head office rather than leaving this at hotel level.

 

[Lindy Loo]

Thats terrible write to their Head office and explain the impact this had on all of you on the holiday, and how insulting it was. Be polite and firm, stating you expect an investigion and reply within 14 days of your letter. I woul dlaso start the letter stating the reason for writing is as you have had no effective reply by phoning!

Very poor!

 

[PavelB]

I would not let this go - keep after them!
(This attitude doesn't surprise me though. We will continue to go to Universal because of the rides and the FOTL but we have had problems with the hotels each time and each time the management was less than helpful.)

 

[Cinderella822]

That's horrible! I'm planning my first trip to PBH in a month and that really makes me angry. Especially the way you were all treated the following day. I would definitely pursue it in writing to both the hotel and someone in the head Loews office. That behavior is unacceptable!

 

[goNDmay9]

Ok hugs to all of you! Thanks for the advice. I just wanted to make sure that I was not making a big deal out of nothing. Like I said - the Portofino was a georgeous resort, we loved the pool and of course the FOTL. The beds and pillows were definitely highlights too! The staff in the club room and the staff at Sals were great! The incident just kind of made my family uneasy. The attitude that management took was extremely unexpected and disappointing. This was our first stay at the Portofino but we have loved our RPR and HRH stays. Never had an issue with RPR, had one issue at HRH but management completely made up for it.

Of course - no one has returned my call so I will be following up with the power of the pen. I loved the advice of stating that this needs to be followed up within 14 days. Excellent point! Thanks to everyone! I will keep you posted on the outcome.

 

[Lindy Loo]

To the Op



Good luck, please keep us updated on how they react!

Perhaps they should take a look on this board to see how effective a site like this can be to either "build" or "ruin" a hotels reputation????
It would certainly make me re think plans if i heard of this type of incident. We are staying at RPR, so im pleased you had a good time there.

 

[goNDmay9]

To the Op



Good luck, please keep us updated on how they react!

Perhaps they should take a look on this board to see how effective a site like this can be to either "build" or "ruin" a hotels reputation????
It would certainly make me re think plans if i heard of this type of incident. We are staying at RPR, so im pleased you had a good time there.

We loved RPR! We are currently voting but i think that it going to come out on top now that we can post on the "me me i've been to all three" thread.

 

[goNDmay9]

Ok - the letter has been drafted (it is long so i am trying to shorten it - but there was a lot to say)

who should i send it to? I was going to send it to loews corporate - but who should i address it to? the ceo? the president? i could not find a name for a person that handles customer relations. Only PR.

Any advice?

 

[Fan2CSkr]

Jonathan M. Tisch, Chairman and CEO, Loews Hotels.
Paul Leclerc as far as I know is the General Manager of Portofino. I'm not sure if he still is but he was when I was there last.

 

[robvia]

The phone number to the PBH is 1-407-503-1000. Address is
5601 Universal Boulevard
Orlando FL 32819
Their e-mail address for comments and suggestions is
PBHQuality@LoewsHotels.com
You should have also received an e-mail with a survey to fill out when you got home.

I just looked at my final bill and there were 2 extra movie charges on there which happened when we checked out. I called the phone number, asked for "customer service" and someone took the charges off my bill.

If you call the phone number and ask for "customer service" a human will talk with you. Otherwise you can try the e-mail address or snail mail to the manager.

 

[DisneyDoogie]

To the OP,
Did you discuss the problem with any of the club staff? Sometimes the concierge staff can take care of problems more efficiently/correctly than other staff.

 

[dtuleya]

Keep us updated. I'd love to know how this turns out for you.

 

[Lindy Loo]

any news???

 

[kda]

You could send a letter to both the hotel manager AND the corporate CEO, with obvious cc: on it, so each knows that the other is receiving it.

Glad you had such a fantastic time! We liked our trip so much that we plan to be back (and we've been Disney fans for 25 years). If you include some of the positives of the trip, it will show that you have some objectivity and genuine appreciation for their services, and aren't just complaining.

 

[goNDmay9]

It used to be the power of the pen. Now it is the power of the keyboard. After I wrote the formal letter I got upset all over again. Being kind of impatient, I actually just e-mailed the world. I went to the loews website and just pulled every e-mail address I could. I may have e-mailed the pool cleaners! LOL

Ok - so i of course could not find the ceo's e-mail so i just guessed based on the formatting of everyone else. I addressed the e-mail to him and pasted in my letter ccing everyone else. It was incorrect and bouced back - but i am not sure if the people cc'd knew that.

I would like to point out that i did say nice things about the resort. Exerpt to follow in next post.

Anyway - I GOT A CALL NOT 15 MINUTES after I clicked the sent button!

It was from the general manager of the Portofino. He said the e-mail had just been forwarded to him and he wanted to call me right away and apologize. He sounded genuinely concerned - unlike the mgr Tonya that i spoke to while i was there. He was wonderful and reacted just as i would have expected. Shocked and apologetic. Anyway - he said he would get back to me this week so i will continue to keep you all update.

Smooches to everyone!

 

[goNDmay9]

Here is the end of the letter that i wrote. I know it is a bit harsh, but i was kind of mad when i wrote it. I opened it with a description of what happened and closed with the following:

With the exception of this one incident and how it was handled, we absolutely loved our stay at the Portofino. We visit Universal several times throughout the year and this was our first time at the Portofino. We had decided that out of all the Universal Resorts, Portofino was our favorite. The atmosphere is absolutely stunning and the club room is enormous! It is not only the incident that concerns us, but the overall lack of shock and empathy that was displayed by the manger I spoke with. This is mainly what has lead to our uneasiness. People have bad days, and one person can make a mistake – but as a guest of a hotel the caliber of the Portofino – we had higher expectations as to the reactions of management.

At this point the matter has not been resolved. I have not heard back from anyone at the Portofino Resort. It would be most unfortunate to discover that the reason for the nonchalant reaction to this behavior was because this is a regular occurrence for guests at the Portofino. This is specifically why I have taken the time to write this letter. I know the level of customer service that can be shown from not just the Portofino, but all of the Loews hotels, and I am confident that this incident is indeed out of character. Unfortunately, not all of your guests are as familiar with your standards and an incident like this would project a disparaging view on your fine hotel.

You have a Loews promise that I have always found to be true. “Loews Hotels is a collection of unique, one of a kind hotels with distinct personalities. Each is high in quality, fun, and is unpretentious, a great value and consistently delivers warm friendly service. As a company we care about our guests, our community and our employees. We want to be your "home away from home".” I can assure you that in this last visit we did not witness this warm friendly service. Nor did we get the feeling that you are a company that cares about your guests. I expect a full investigation and a response within 14 days. I am certain that this matter will be resolved and our original opinion of Loews as our “home away from home” will be restored.



Thanks in advance for your time

The manager actually commented on how i did not just slam the hotel and had nice things to say.

Like i said - i will keep you all posted.

 

[Lindy Loo]

Well done you !!
Bet you are proud of yourself ! the letter is really very well constructed. And "balanced, which is always so much more professional.

thanks for taking the time to keep us updated. Lets hope its resloved to your satisfaction promptly!

 

[kda]

I LIKE your style! Good job! Thanks for including what you wrote .... it's a good example for us to follow, should we ever need to.

 

[dtuleya]

Bravo! I'm PM'ing you next time I need a letter written. Let's hope the gentleman you spoke with shakes things up a little.