New You First Program UPDATE

[damo]

I disagree. They already delayed the launch from July 1 to July 15. They have had PLENTY of time already. This isn't a mom and pop shop we're talking about here.

They have already acknowledged that there are problems with their computer program and they are working on them. A few more days isn't going to make any difference. As alejules stated, he had no problems at all. I would just give it a bit of time.

 

[Tizzy_Meliss]

I just returned from a 2 night stay at PBH. I am a platinum member and booked my reservation as such after the program switched. I had no problems at all. I received my 100.00 credit as well as my welcome amenity.

Alejules, I have a question for you on the $100 credit, is it only to be used at the Portofino, or can you use it at any of Loews hotels? How long is the credit good for? And finally what was your welcome gift?

 

[Subi WRX]

They have already acknowledged that there are problems with their computer program and they are working on them. A few more days isn't going to make any difference. As alejules stated, he had no problems at all. I would just give it a bit of time.

You are generous. I don't think many share your patience. People would've been fired at my company for less.

 

[damo]

You are generous. I don't think many share your patience. People would've been fired at my company for less.

I have computer issues with all kinds of companies, reservations, travel sites, etc. This isn't anything unusual. I have had many, many great experiences with Loews in the past and am more than willing to give them a chance to get things running properly. It has been less than a week since this was launched.

 

[sunshine1010]

Soooooooooo, I should stay away from updating my profile right?.......for now.

 

[Subi WRX]

I have computer issues with all kinds of companies, reservations, travel sites, etc. This isn't anything unusual. I have had many, many great experiences with Loews in the past and am more than willing to give them a chance to get things running properly. It has been less than a week since this was launched.

Can we just agree to disagree?

 

[macraven]

since loews has higher ups reading specific threads on the dis, i bet they are enjoying this...

 

[Disneyhappy]

I have computer issues with all kinds of companies, reservations, travel sites, etc. This isn't anything unusual. I have had many, many great experiences with Loews in the past and am more than willing to give them a chance to get things running properly. It has been less than a week since this was launched.

I guess I have been lucky with my past travel plans as problems I have experienced have been very limited - business or pleaure. But I did not mean to imply that Loews program is a complete fiasco either. I am more than happy to give them time to work out their computer glitches. While I believe that the system should have been better tested prior to the roll out, it is certainly understandable that these things happen. Like I said, I am pretty low maintenance. I read complaints on the DIS boards that make me laugh because the same thing has happened to me and I never thought twice about it. I think the icing on the cake for me is the customer service issue. I have not heard back from customer service despite their promise to get back to me within in 24 hours (last Wednesday). I work for a company that has stringent customer service policies and if an employee fails to follow up with a customer within 24 hours (maybe just to say they are still working on the issue), that employee is written up. Three infractions and some sort of action is taken. I don't necessarily agree with my company's policy but it certainly has instilled customer service urgencies in all of the employees, including me, which is maybe why I am losing my patience. I have not received a response to a phone call and 2 emails. I still love Loews and will always stay with them when we visit Universal. FOTL access is simply priceless!!!

 

[calgarygary]

They have already acknowledged that there are problems with their computer program and they are working on them. A few more days isn't going to make any difference. As alejules stated, he had no problems at all. I would just give it a bit of time.

damo, although I usually agree with you on almost every post you make, this is one I do disagree with. Remember, that same IT department that seems incapable of getting their site up properly and retaining your LF/YF membership information, is also responsible for the security of our credit card information (whether you have posted it online or not) and right now - I have 0 confidence in them.

 

[damo]

My point is that they know there is a problem. How is it going to make any difference if we call them every hour to tell them the same thing? All they are going to say is that they are working on it.

 

[Subi WRX]

damo, although I usually agree with you on almost every post you make, this is one I do disagree with. Remember, that same IT department that seems incapable of getting their site up properly and retaining your LF/YF membership information, is also responsible for the security of our credit card information (whether you have posted it online or not) and right now - I have 0 confidence in them.

Thank you.

 

[Disneyhappy]

damo, although I usually agree with you on almost every post you make, this is one I do disagree with. Remember, that same IT department that seems incapable of getting their site up properly and retaining your LF/YF membership information, is also responsible for the security of our credit card information (whether you have posted it online or not) and right now - I have 0 confidence in them.

Yikes! I hadn't even thought of my credit card info being at risk. I am going to optimistic and believe that our credit card info is safe and it is only a computer glitch involving updates on our profile. I am playing it safe in the meantime and removing my credit card info, though.

 

[Disneyhappy]

My point is that they know there is a problem. How is it going to make any difference if we call them every hour to tell them the same thing? All they are going to say is that they are working on it.

I agree calling every hour is not going to help the situation, especially since the CSR reps are newly trained and are admittedly learning as they go. They have to refer questions they can't answer in emails to corporate per the rep I spoke with last Wednesday. I have made 1 phone call and sent 2 emails. I have the phone number and contact name of a person in corporate CS but I am holding off calling her until I see if I receive a response to my latest email.

 

[Disneyhappy]

I just thought to check to see my member status on my August reservation in Phila. They have me listed as Platinum so it appears to be an issue isolated with the Profile page.

 

[calgarygary]

Yikes! I hadn't even thought of my credit card info being at risk. I am going to optimistic and believe that our credit card info is safe and it is only a computer glitch involving updates on our profile. I am playing it safe in the meantime and removing my credit card info, though.

I'm not saying we are at risk, just reminding folks that those same IT specialists at Loews that were entrusted with rolling out their You First and supporting systems are also entrusted with securing our credit card info.

 

[Disneyhappy]

I'm not saying we are at risk, just reminding folks that those same IT specialists at Loews that were entrusted with rolling out their You First and supporting systems are also entrusted with securing our credit card info.

I agree that we are probably not at risk. I just didn't even think about the possibility which is just plain common sense. So if I didn't think about that, how many other "common sense" issues are going right over my head? DH thinks I order too much off of the internet with our credit cards. I told him it is better than using our debit card!

 

[alejules]

I used my 100.00 credit at a restaurant at the Portofino. I was advised that it could be used at any of the hotels but not at Citywalk. The way it worked was they credited me with the 100 on my final bill. The welcome amenity is the same as it has been. I chose the beer and nuts. Once again let me stress that I had no problems at all and people went out of their way to make sure we received all the platinum benefits we were entitled to. With regard to the upgrade I booked late and no suite was available. I could have stayed at the RPR and had the suite but opted not to. We did get an upgraded room which was handled at the time of making my reservation. I also received breakfast vouchers since the upgrade was not available. I think this occurred because I was patient, kind and not rude. Finally I am a AAA south member and thus I received 2 25.00 dollar gas gift cards (one for each night of my stay). I was not aware I would receive this so it was a nice surprise.

 

[Tizzy_Meliss]

I used my 100.00 credit at a restaurant at the Portofino. I was advised that it could be used at any of the hotels but not at Citywalk. The way it worked was they credited me with the 100 on my final bill. The welcome amenity is the same as it has been. I chose the beer and nuts. Once again let me stress that I had no problems at all and people went out of their way to make sure we received all the platinum benefits we were entitled to. With regard to the upgrade I booked late and no suite was available. I could have stayed at the RPR and had the suite but opted not to. We did get an upgraded room which was handled at the time of making my reservation. I also received breakfast vouchers since the upgrade was not available. I think this occurred because I was patient, kind and not rude. Finally I am a AAA south member and thus I received 2 25.00 dollar gas gift cards (one for each night of my stay). I was not aware I would receive this so it was a nice surprise.

Wow, they really dusted you with mummy dust!!! Thank you for posting this info. I was hoping someone would post about the $100 credit.

 

[alejules]

Just as an FYI the credit could be used at the spa, for golf, or for food and beverages.

 

[damo]

I used my 100.00 credit at a restaurant at the Portofino. I was advised that it could be used at any of the hotels but not at Citywalk. The way it worked was they credited me with the 100 on my final bill. The welcome amenity is the same as it has been. I chose the beer and nuts. Once again let me stress that I had no problems at all and people went out of their way to make sure we received all the platinum benefits we were entitled to. With regard to the upgrade I booked late and no suite was available. I could have stayed at the RPR and had the suite but opted not to. We did get an upgraded room which was handled at the time of making my reservation. I also received breakfast vouchers since the upgrade was not available. I think this occurred because I was patient, kind and not rude. Finally I am a AAA south member and thus I received 2 25.00 dollar gas gift cards (one for each night of my stay). I was not aware I would receive this so it was a nice surprise.

Sounds like they treated you really, really well!!!