We've had 2 horrible experience at the HRH. Their customer service sucks. It is a beautiful place and we enjoy the music/atsmophere. However I doubt I could ever bring myself to stay there again.
1st trip was a few weeks after it opened.
We checked in around 8 am. told room would be ready at 4. It was ready around 6 or so I think. OK, no big deal.
We go up to room, DS uses the bathroom and the toilet over flows. Still not big deal, these things happen. Call maintenance, they get it up stopped and wet vac the floor. Then they put in an order for housekeeping to come mop and replace the bathroom rug.
We head out to dinner and return 3 hrs later. Bathroom still hasn't been cleaned. We call housekeeping and they sent maintenance. Maintenance calls housekeeping. Housekeeping argues and refuses to send anyone. we go to bed and figure it will all be taken care of when housekeeping cleans the next day.
Day 2..... Return to room after going to park. Floor in bathroom is still a mess. Wet rug is still there etc. It is beginning to stink. We go the same go around. Housekeeping refuses to come. Keeps kicking to order to maintenance. We are promised by front desk it will be cleaned up when we return from dinner. Return from dinner to same mess. DH calls and leaves message for assistant manager and then mops floor with bath towels and soap.
We spend a day at SW and return to a message from assistant manager. We are checking out next AM and are told to be certain to see assistant manager. He comps our breakfast and gives us a voucher for 1 free night in the future. We leave feeling that while they could have done better, at least an effort was made.
Fast forward a few months. I call and book the room for the free night and 2 additional nights. Was told that since we were paying for 2 nights that we would be able to buy the 5 days for price of 3 ticket special. Called to confirmed request for roll away the day we were leaving. Was told that we were not booked the 5for3 code and there was no way to change it. I can't remember the details now, but I ended up calling back and asking for a supervisor because of the rude manner I was spoken to. Supervisor apologized and said yes the code could/should have been added without a problem.
We arrive around 11:30 pm. Are told at check in that the corporate office arranged for 2 nights to be compt instead of one. Go up to room and door will not open.
Front desk issues new keys. We go through that 2-3 times then they send security to see if we are trying to get in the wrong room. Security can't open with our keys either. Uses master key and gets in. Checks color code on lock lights and radios front desk that they are keying it in wrong. Desk argues and says it must be the batteries. To have us wait in hall for maintenance. Security goes down and gets another set of keys. These do not work either. Security ends up getting in heated argument with front desk because they don't security to let us in the room. We are finally told we can stay in room and lock will be fixed next day.
We go in room and phone rings. Apparently security contacted management. We are told that we are being upgraded to a pool view deluxe room, and that the 3rd night will be compted also. They even send up milk and cookies for the kids.
No problems for the rest of the trip. We check out at the end are are given a printed bill showing that the room is compted all nights. We were charged for roll away, meals, tickets etc. No problems right.
Fast forward 2 months and low and behold there is a 2 night charge for HRH on my sisters credit card. She calls HRH and is told to contact corporate. Corporate says it must be mistake and it will betaken care of. CC takes charge off bill. Next month charge is back on. Sis calls CC and is told that HRH corporate claims they they spoke to a manager that claimed to have checked us out. That we were given a choice of changing rooms or staying in the 1st room and it being compted. That the only reason we weren't charged for the room on the bill was that the computer was down (funny how all other charges from that weekend were on the bill). Sis calls CC and is told they will look into it. They end up allowing the charge.
