Problem Getting Confirmation

PlutoLuvr

KORT RORP/ERS AULS TKPWET T LA*S WORD :)
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Mar 6, 2006
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Hi all :)

I booked last week, 3/13, at HRH and was told I'd be mailed my confirmation letter. After some tips from this board, I called back on 3/15 and requested email confirmation of my room, dates, quoted rate and evidence indicating I'd paid one night's deposit. I still had not received anything as of yesterday, 3/20, so I called yet again. I was told something would be faxed to me and emailed. Still no email, but I did receive something on my fax machine. It looks like an application to stay at HRH and lists my confirmation number (in someone's handwriting), but no indication of quoted rates, nor the fact that I've already paid one night's stay.

What should I do? I've dealt now with three different people at Universal Resorts reservations (not Loews and not booking online). I'd like something in writing indicating what I've been quoted in the way of rates and what I've already paid. All three people at USO Resorts keep telling me it's due to my spam folder, but that's not true. I know my settings on my computer, and there's nothing in my spam folder.

Suggestions?
 
Call the hotel direct and have the front desk fax it or email it to you and, get the persons name.
 
Your email address may be spelled incorrectly. This has happened to me with Loews. The address on file had an i instead of a y. I booked last week as well and received email confirmation the next day.
 

call again until you receive the confirming email.

last year was the first time ever i had a problem receiving my email.
they said they sent it out but i never got it.
they said to look in my bulk folder in case my net thought it was spam.

it took me 4 weeks before i received that email.
it was a quirk as i have always received the email within 24 hours in the past.
 
I had to ask 3 times before I got mine. Call again and ask for a manager and explain. They will probably tell you it was sent. Tell them to take your info again (not just resend). I finally got mine!
 
Thanks, guys, for all the feedback.

I'll call again this morning, maybe around 9:45 or so, and speak to a manager. All along -- with the exception of one call on an unrelated matter to Loews -- I've just been calling the Universal 1-800 resorts number. The fax I received had a Loews letterhead, not the usual confirmation letterhead I get from Universal with all three hotels' names on it. At this point, I'm not sure who I've been calling.

They do have my correct info -- they read back my correct home address (which I'm still waiting for a hard copy confirmation to arrive; I'm two hours away. I mail court transcripts to Orlando daily, and that confirmation should have been here last week), and two different people have read back my email address correctly.

I'm a bit concerned about this because my last stay at HRH, my confirmation only listed the high weekend rate; it did not list the low weekday rate I'd been quoted for half of my stay, and it didn't show I'd paid one night's deposit. I had a real problem at checkout and ended up being overcharged.

To top it off, my mother has gotten a wild hair and decided she wants to join us. She was on the phone for over an hour yesterday with the USO 1-800 resorts number. They'd put her on hold, and she'd get disconnected. Every time she called back, she'd get someone different, and they'd quote her a different rate. Considering how the rates appear to change depending on who you talk to over the course of one hour, I really want a detailed confirmation of my quoted rates and balance due based on my deposit, because the rates change during the course of our stay.

Sorry for the length here, but I'm shocked at how this is being handled, and I'm shocked to see others have had this problem. Hopefully I'll get this resolved promptly by dealing with the hotel direct. If not, we'll make plans for other accommodations. Booking a hotel room and getting a confirmation of quoted rates, deposits received and balance due isn't rocket science and shouldn't take a month.
 
I use the 1-888-273-1311 number. My confirmation lists that my deposit is one night's stay and it lists the room rate as the weekend rate as well and does not show the weekday rate. When they read it to me they did state the change in rates.
 
Update so far:

Calling HRH itself direct was no help at all. They just kept transferring me back to the 1-800 number and told me I need to deal with them.

I did, however, speak with a supervisor over at the reservations center for USO resorts, and she informed me there are major issues with the computer automatically sending off confirmations. She's getting enormous amounts of daily complaints about this. She told me that she's being assured by the "higher-ups" that they're working on fixing this glitch in the system.

She promised me she will send me a personal email today indicating my dates of stay, two quoted rates, my deposit and my balance due. She did apologize about 20 times and stressed that Loews is working on this, as it's consuming the supervisors' time and energy having to personally type out confirmations in a letter format and send all these confirmations from their individual computers.

So we'll see. She assured me I'd have it by the close of business today and gave me a number to reach her if I don't have it.
 
These kind of problems are common at the HRH because they are the closest hotel to the parks and the "hip" place to be. For my visit they "lost" my reservation, it just disappeared out of the computer system. I had to e-mail a few managers, and phone a few times before they finally brought it back. They claimed I called in and canceled it.

If you really wanna know the truth, I think they "lose" reservations so they can book rooms at the higher rate, then put the lower paying people into other hotels. When people show up and this happens, they put them in the Peabody, or the PBH.

It hadn't been a problem lately, but your post brings back all the memories of people arriving, only to find out their room was gone and they had to move to another hotel.

Keep calling until you have the reservation in hand. These problems don't happen at the PBH or the RPR. And try to check in early the day you arrive. Since you are only 2 hours away, wake up early at 4am and arrive at 7am. That way you'll know if you have a room early. You get your magic keys whether your room is ready or not. I think you'll get the room if you show up at 7am. It's the people who fly in and arrive at 4pm who have the problems. The rooms are given away, and they have to go elsewhere. Or people decide to self extend their stay by not leaving, this usually happens in the deluxe rooms.
 
How did they handle FOTL if they stuck people at the Peabody?! Imagine being dropped off by a car service (so no transportation) and expecting to stay on-site so you could walk everywhere and have FOTL and then being "comped" off-site.
 
I, too, was one of those "lost" ressies, Rob, a few years back. Never got my confirmation, but I called USO constantly and was assured I was in their system at $149 for weekdays, 169 for weekends. It was a Saturday through Saturday stay, and they took my deposit for the higher rate for one night. Thank goodness I brought that credit card statement with me to the hotel, because they were going to charge me again for that night when I checked out!

I never did end up getting the lower rate for the weekdays on that stay. That's why I'm so insistent here that I want it in writing what the two rates are.

Early check-in will be done. Seven am is a wee bit too early for us, but in this case, we're moving from a timeshare near Disney over to HRH, so sometime between eight and 9:30 is what we're shooting for.

Just wanted to let everyone know, too, the USO resort reservations manager has already emailed an extremely detailed confirmation letter/apology. That together with my credit card statement showing the first night's charge, we should be good to go.

I'm kicking myself in the butt, tho, because after all this hoopla over a simple confirmation, I forgot to add my mother to our room. Ugh! Oh, well. It's going from two adults to three adults. I'll call a week or two before we leave and add her on so we have enough towels and stuff.
 
These kind of problems are common at the HRH because they are the closest hotel to the parks and the "hip" place to be. For my visit they "lost" my reservation, it just disappeared out of the computer system. I had to e-mail a few managers, and phone a few times before they finally brought it back. They claimed I called in and canceled it.

If you really wanna know the truth, I think they "lose" reservations so they can book rooms at the higher rate, then put the lower paying people into other hotels. When people show up and this happens, they put them in the Peabody, or the PBH.

It hadn't been a problem lately, but your post brings back all the memories of people arriving, only to find out their room was gone and they had to move to another hotel.

Keep calling until you have the reservation in hand. These problems don't happen at the PBH or the RPR. And try to check in early the day you arrive. Since you are only 2 hours away, wake up early at 4am and arrive at 7am. That way you'll know if you have a room early. You get your magic keys whether your room is ready or not. I think you'll get the room if you show up at 7am. It's the people who fly in and arrive at 4pm who have the problems. The rooms are given away, and they have to go elsewhere. Or people decide to self extend their stay by not leaving, this usually happens in the deluxe rooms.

It does happen at the PBH. Our original quote was $287/night and after two rate changes over the period of 4 months, we got it down to $224/night. When I checked out, they still had the original $287/night rate in their system. Luckily, because of this same thing happening to someone else, I made sure I had an email confirmation of my updated rate and all was fine. Over 7 nights, that $60/night really adds up!
 
They won't even know about the extra person (mother) and you can get towels in the hall way from the maid staff. Otherwise they'll charge extra for your mother. I usually wouldn't tell people to do that, but since you've been thru the aggravation, then what the heck.

You could also say you don't have a car and took a limo if you want to save the parking fee. They ask that at checkin, otherwise it's $12 a night.

And one more thing, the parking lot at the HRH is always packed full. You may want to drive your car over to the PBH garage and park there. It's covered, there are plenty of spaces, and no stickers on the window are required. They don't have a guard, but a gate that's usually stuck in the up position. There are keys right there at the exit gate where people drop them when leaving. If that doesn't work you can always go back to valet and get a pass out showing your HRH room key and saying their lot was full.
You'd take the shuttle bus back to the HRH or walk, it's only 10 minutes.
 
Charge extra going from two to three adults?!? Geezalou.

I'm cool with keeping it under lid, but how would she get her room key and, hence, FOTL access?

Good to know about the PB lot. We've always just parked in the HRH lot and bit the bullet with the high parking fees. This time we'll have two vehicles, too.
 
Yeah, I'm pretty sure it's $25 extra per night for any adult over 2. If your mom plans on going to the park with you, I'm pretty sure you'll have to tell them so she can get her room key. :eek:
 
at hrh, it is an additional $25 per person over the 2 adult limit.

if you don't claim your mom, then she will not get the hotel key card and fotl perks.

hrh has on occasion over booked.
that is how i got pbh one year.
hrh compted my stay at pbh/they covered it/ and gave me extra amenitites for switching hotels.

switch to pbh and not having to pay for any of the stay.
not a bad deal.

i have 2 different rates at hrh this fall. the rate increases while i am staying there. on my confirming email it states the average price for the days total on the room rate. i come out 12 cents ahead by the way they figured it.

last year i had the issue at rph. i paid the deposit january 2 for an october stay and it was not in the computer. i had papers to verify it so it did not become an issue there.
 
I also had trouble getting an email confirmation despite several calls to RPR. I had the confirmation number but could not retrieve the reservation online either. Late last night I sent an email to customer service of the RPR and one to customer service of all of Loews hotels. By noon today, I had an email confirmation from customer service of Loews hotels - with a forward to customer service of the RPR.
 
oklamomof...

its good you sent that email.
it is best to have it with you when you check in.

i think if more people would also email loews direct, they would work on rph's efficiency on sending out those confirmation emails.....

i have only had that situation like you did at rph.
never had it at pbh or hrh.
 














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