Need help with some questions Universal can't answer

[Varalith]

Hi everyone, been lurking for awhile now, finally posting as I need some help badly. Hopefully someone can put my mind at ease.

My wife and I are heading to stay at the PBH on 9/2. This is our 1 year anniversary, and we thought the atmosphere and everything would be wonderful.

We booked through Universal Vacations so we could get the Harry Potter package since my wife is in love with the series.

Upon booking through their website I was not given a bed option, and was instantly put into 2 queen beds.

Shortly after booking I decided to call and see if I could get the bed type changed. The first person I spoke to said he couldn't do anything about it. The second person said she could, and would rebook me into a king. Everything was good and she confirmed that it was indeed changed in the reservation to a king bed, not notated or requested.

Since that time we made a change to move the stay forward a day, and another change to upgrade from Deluxe to Club. The two agents I spoke to at these points both confirmed that I was indeed in a king bed.

Today I got new e-travel documents saying that we had requested a balcony (I know, it was a long shot but I figured why not) and the section about bed type was completely removed compared to the e-travel documents I got after adding a day.

I called back and spoke to an agent that said she was showing 2 queens, that the reservation had never been changed, and calling the hotel would do no good because that inventory on their website could not be used for me. I asked her if me changing to club had mattered, and she said that no, the deluxe and club king rooms were all booked up, so I was still in 2 queens.

I'm at a loss about what to do here. I've managed through a few stays where we got a great deal and decided to take a 2 queen room, but I'm not doing it on our anniversary. We're staying for 9 days, upgraded to club, and purchased a vacation package from Universal, and all I can get from the reps that seem to tell me the truth is "tough luck, hope you luck out when you check in and a king room is available, don't call the hotel, they won't help".

I don't think I'm entitled or anything, but if there's inventory, then there's inventory, and I really don't think it's too much to ask to be moved to a king bed.

Any advice or help is appreciated. Again, I'm sorry if I came off the wrong way, but I feel like I'm getting the run around on a problem that wouldn't be that hard to solve.

 

[damo]

This is the issue when booking a package and making changes. There are a certain number of packages available. Instead of calling Universal Vacations, call the reservation line and see what they have to say. 888-273-1311

I'd also call back and speak to a different person.

Have you paid for the vacation yet? I would be tempted just to cancel if there is no penalty and simple book through Loews. King Club is available at $335/night if you are staying for 3 nights. The only thing you aren't guaranteed is breakfast at the Three Broomsticks. However you can have lunch.

 

[Varalith]

Yeah we're paid in full.

The reservation line is who I'm talking to I believe. Is the 1-877 number, and I choose the option to change or ask questions about an existing reservation.

And yeah, making changes is a pain, but I think it's more of a problem that no one seems to be able to tell me the same thing, and I feel like some of what I'd been told was just to placate me.

The whole HP package was supposed to be part of the fun anniversary thing with my wife. I'd hate to lose it by booking straight with Loews.

We did buy the trip insurance too though. Who knows....if I threaten to start canceling and they see they could lose a few thousand maybe they'll start giving me some answers.

 

[Varalith]

Sorry I didn't see the last part of what you said.

Yeah the breakfast really isn't that big of a deal I don't think.

I may look into doing that. Like I said, we're staying for 9 nights, so the stay more save more rate should still be in effect even through Loews.

 

[damo]

King Club is $225/night on the Loews website if you are staying that long. Calling Universal Vacations and calling the reservation line can be two different places. I'd call the reservations line and see what is written on your reservation. It is a different number. It is the fact that you have a limited package (that is sold out for your dates) that is causing the problems. Normally, this is not an issue.

 

[Varalith]

Oddly enough my second hotel reservation reflects that they did book me in a king, and the rep I'm on the phone with now is saying that her new club reservation confirmation is showing that the hotel has me in a king.

This is such a headache. She also said "well you got a package at the lowest price possible, so we give you the lesser wanted inventory first", to which I told her I would gladly pay to get what I wanted. I was then told that this wasn't the problem and they couldn't just charge me the rack rate to fix that.

I really don't think they're telling me anything solid, they're just making it up as they go.

 

[Varalith]

Alright the rep got me connected to the hotel with her on the phone and it looks like they got everything situated. I've got a solid new confirmation number from the hotel itself finally that reflects that on the Loews site.

I hope this experience is good. I've read nothing but good things about the Universal hotels and the PBH to be exact. We both love Universal more than Disney and this won't be our last time staying on site, even after all of this, if the hotel lives up to everything we've read.

I appreciate your help!

 

[damo]

Alright the rep got me connected to the hotel with her on the phone and it looks like they got everything situated. I've got a solid new confirmation number from the hotel itself finally that reflects that on the Loews site.

I hope this experience is good. I've read nothing but good things about the Universal hotels and the PBH to be exact. We both love Universal more than Disney and this won't be our last time staying on site, even after all of this, if the hotel lives up to everything we've read.

I appreciate your help!

PBH is my favourite. We'll be there again in three weeks. We've only had positive experiences. I'm glad you got everything arranged and can stop worrying. I'm sure you will have a wonderful time.

 

[bubba's mom]

dude....take a printout of that confirmation that states you have a king bed. hard to dispute anything in writing...espcially from the hotel.

 

[GetGlowing]

And check in early! If there are no kings by the time you check in, they can't really stick you in an already-occupied King room HAPPY ANNIVERSARY!!