Problem with Park Vue Inn

[chickyann]

Thank you for sharing with us, I hope it is resolved quickly for you.

 

[todzwife]

Wow, that's a bummer...we were seriously considering staying there next year.

 

[Crazy4Disney72]

This thread has been a real eye-opener about the PVI, particularly the BBB rating! I had basically decided that was where we were staying next time, but I think it's back to the drawing board, don't want to take a chance!

OP, once again, I do hope you get a resolution soon!

 

[1disneynutt]

Wow, only 4 complaints in the last 3 years and they get an F with the BBB? Doesnt make sense to me, I think the many positive reviews on this motel outweigh the few complaints. I am sorry that you had that happen to you though. Personally, I would not have checked out of the motel until I had the issue resolved it is much easier than trying to fix it after the fact.

 

[iKristin]

4 closed complaints in 3 years, 2 complaints that they never even acknowledged or handled. That would give them an automatic F for not handling the situations

 

[BecBennett]

That's such a bummer. I've stayed at PV twice, and always had a great stay (2009 being most recent) It's so unfortunate that it appears to be heading this way. Definately put in a charge dispute with your CC company. They've had more then enough time to respond.

In addition, on their website and when called they claim to be a "Disneyland Good Neighbor Hotel". In reality the are currently not on Disneylands website as one of "Disneyland Good Neighbor Hotels".

Yeah this has always bothered me too, but I looked past it because of its location and my previous experiences.

I hope it can get resolved, but I might look elsewhere next time I go

 

[ND Disney Daddy]

This is disheartening to hear. We were at the PVI just two weeks ago and really enjoyed our stay. I can certainly understand why the OP wouldn't return, and I'm thinking twice about staying there again. I hope you are able to get the situation resolved, OP.

 

[EmmersIsTheMommy]

4 closed complaints in 3 years, 2 complaints that they never even acknowledged or handled. That would give them an automatic F for not handling the situations

This is what I was going to say. You get an F if you refuse to assist customers with issues. They could have a bajillion positives and ONE negative that wasn't addressed and they'd probably get an F.. I believe they also rate it on other things, not just customer complaints/compliments....

 

[Luv Bunnies]

Wow, only 4 complaints in the last 3 years and they get an F with the BBB? Doesnt make sense to me, I think the many positive reviews on this motel outweigh the few complaints. I am sorry that you had that happen to you though. Personally, I would not have checked out of the motel until I had the issue resolved it is much easier than trying to fix it after the fact.

I stood there for at least 20 minutes trying to explain to the desk clerks why I thought the charge should be credited back to me. They claimed they couldn't do it without authorization from a manager or supervisor and neither was in that day. I'm afraid if I'd waited until it was resolved, I would still be standing there!

To update those who have been following along, I've sent three emails and made two phone calls. Besides once when I was able to get a supervisor on the phone, no one has responded to me at all.

In my last email to them, I informed them that I had opened a dispute with my credit card company, although I wished I could have resolved it with them directly. I also told them their lack of customer service is really hurting them. I see all of their recent upgrades as window dressing in an attempt to hide their F score with the Better Business Bureau. The rooms are pretty nice. The food is good. The staff is nice enough while you stay there. As soon as there's an issue, it all goes away.

 

[DeluxePrincess]

It's horror stories like this that make me print out any emails/confirmations I have received from the hotel and bring it with me on vacation in case there is some dispute in rates, etc. I would not hesitate getting this resolved with the credit card company. It's obvious PVI does not care about customer service. I hope things get corrected for you quickly!

 

[deesquared]

After reading the thread, I checked out their website to see which hotel this is. I was surprised to read this on their home page:

"The Park Vue Inn is the only hotel across from the Disneyland® Resort and Disney California Adventure™ Park.
Our superior location means you're only a short walk from an afternoon nap or a dip in the pool; all while avoiding the hassle of driving or waiting for shuttles."
Well, this simply isn't true, is it? There are many hotels 'across from the Disneyland Resort' such as BWPPI, Carousel, Desert Inn, Tropicana, etc...
They make it sound like it's a barren wasteland, and they are the only hotel within walking distance.
Boo.

 

[isisisme]

Luv Bunnies:
Might I also suggest that you send a letter to them, and their corporate office certified mail. This will prove that they received the letter(s). Yes, it will cost you to do it. It might not do anything, but they cannot not deny they never received it. And that way, you have done everything you can to contact them.

Continue to work with your credit card company to dispute the charges, I think that is how this will be resolved.

I am sorry you have had to go through this whole thing. But I am glad you shared it here so others can be forewarned.

 

[I❤MICKEY]

This makes me nervous. We called our CC company and asked them about a similar situation for our stay in June of next year. My CC expires two days before we get there. CC company said it shouldn't matter because it's the same account. I'm still biting my nails on this one. Maybe I'll get my new card soon and can re-reserve or something. I dunno.

I actually work at a Bank in the Credit Card division. I would agree that you shouldn't have anything to worry about. Your account number and CVV will remain the same. The only thing that will change on your plastic is the expiration date. Most CC companies mail your plastic 30-45 days before the month your plastic expires.

In my last email to them, I informed them that I had opened a dispute with my credit card company, although I wished I could have resolved it with them directly.

I totally understand why you would want to try to resolve yourself initially (the CC would require this) but not sure why you were apprehensive regarding opening the dispute. That's the benefit of using your Visa or Mastercard. You have protection for when these type of things happen. Opening a dispute doesn't affect your standing with your credit card company. Let them deal with finding a resolution for you. I hope all works of our you.

 

[It'sKim]

Wow, only 4 complaints in the last 3 years and they get an F with the BBB? Doesnt make sense to me, I think the many positive reviews on this motel outweigh the few complaints. I am sorry that you had that happen to you though. Personally, I would not have checked out of the motel until I had the issue resolved it is much easier than trying to fix it after the fact.

Not only that if you read the info about what the complaints were some of them were things like it was noisy because there was construction. Or one because the person didn't cancel her reservation and was billed. (I realize this could be a similar situation as the one with the OP, but if it's not and the person really just didn't cancel, how is that even the hotels fault?)

So many people stay there and are absolutely thrilled with the place. It was unfortunate that this happened, and the run around the OP is getting is not acceptable, but I think the many, many positive experiences the Park Vue has are worth giving it a try. It still seems that for the most part they are really trying to address customer issues, like the carpeting for example. People complained about dirty carpet, so they are replacing it. I don't know why a place that seems to really want to make sure people come back would let this kind of billing thing go unresolved though.

We will be staying there in 3 weeks. My credit card expired since we made our reservations, but I'm still going to go and don't expect a problem.

 

[Luv Bunnies]

I totally understand why you would want to try to resolve yourself initially (the CC would require this) but not sure why you were apprehensive regarding opening the dispute. That's the benefit of using your Visa or Mastercard. You have protection for when these type of things happen. Opening a dispute doesn't affect your standing with your credit card company. Let them deal with finding a resolution for you. I hope all works of our you.[/QUOTE]

I wasn't apprehensive in terms of any affect opening a dispute might have on me (I've done it before and know it doesn't reflect on me in any way). I just like to give people the chance to do the right thing. I actually wanted to book four rooms for our next trip in November. The location right at the crosswalk is perfect for my dad since he will need to use an ECV. If Park Vue had made a good faith effort to resolve my problem, I would have considered using them again. However, we'll be staying at the Ramada Maingate instead. It's a little further down the street, but they have an A+ BBB rating and you can't argue with that!

 

[ConnieB]

Not only that if you read the info about what the complaints were some of them were things like it was noisy because there was construction. Or one because the person didn't cancel her reservation and was billed. (I realize this could be a similar situation as the one with the OP, but if it's not and the person really just didn't cancel, how is that even the hotels fault?)

So many people stay there and are absolutely thrilled with the place. It was unfortunate that this happened, and the run around the OP is getting is not acceptable, but I think the many, many positive experiences the Park Vue has are worth giving it a try. It still seems that for the most part they are really trying to address customer issues, like the carpeting for example. People complained about dirty carpet, so they are replacing it. I don't know why a place that seems to really want to make sure people come back would let this kind of billing thing go unresolved though.

We will be staying there in 3 weeks. My credit card expired since we made our reservations, but I'm still going to go and don't expect a problem.

Actually if you check the board you'll see that the number of complaints about Park Vue is steadily rising. So while in the past they may have been one of the top choices, that's definitely changing. Makes me feel like there was a definite management change that is affecting the quality of this hotel. Since they're not a franchise to my knowledge there is little that will happen with OP writing to them, because she'll be writing to the same management that is not returning her calls as promised. The only thing that is going to affect change is those with problems being vocal on places like DIS and tripadvisor, etc to get the word out that this is NOT the same quality place it used to be....then their bookings will go down and hopefully they'll start looking at the reasons and see that their management style (or lack thereof) is costing them money. For some companies that is the only way they make changes. Sad, but true in today's business culture. My niece is actually in college right now studying hospitality and she is appalled at the methods being taught....basically it is that there are hundreds of thousands of potential customers out so focus on advertising to NEW customers and don't allow "problem" customers to cost you money. THe "problems" cited...noise because you cut back on insulation in new and renovated buildings....vermin/insect problems (they spent a week studying the code requirements to keep the inspectors from writing them up....code is a bare minimum in health safety). Another "problem cited" was customers complaining about not getting credit for things like having to move to a different room because of insects, or incorrectly billed a different rate, etc.

Frankly it sounds like the new management here and at Hojo's might be recent graduates, lol.

The conversation with my neice came up yesterday when she was here to celebrate my husband's birthday.....hubby is home from a business trip (leaves again tonight) and was telling her about there being ants in his hotel room and they not only moved him, but upgraded him, didn't charge him for that first night, and when he casually mentioned that his company would appreciate that and the clerk realized that HE wasn't really going to benefit she comped his reward points enough for TWO nights free since he gets to keep the points. THAT is customer service over and above what he would have expected.

 

[It'sKim]

Actually if you check the board you'll see that the number of complaints about Park Vue is steadily rising. So while in the past they may have been one of the top choices, that's definitely changing.

Oh, sorry the complaints I was talking about were the ones on the BBB link that was posted.

I have heard a lot of people saying there are a lot of complaints about the Park Vue recently. I know when we were there in February they were listed at #4 on tripadvisor.com and right now they are #3, so I still think the positive experiences are still greatly outnumbering the negative ones. Also, look at any of the hotels on there, they ALL have people who rate them poorly and have complaints. You can't make everyone happy all of the time.

It's really a matter of preference. Some people go expecting to have a really quiet room and get upset that the garbage truck is noisy or that the rooms are noisy. Others are so exhausted from their time in the park they don't even notice the noise.

As long time guests of the Park Vue we have seen how many changes they have made. When I was a kid (20+ years ago) that place was a little sketchy lol. We have never had anything but good experiences there though, and will continue to stay there. I may feel a little differently if I was getting the run around the OP is getting, but hopefully that's not too common an occurrence.

There was a manager there on our last stay, Argenis. I would definitely try and speak to him if we did have any problems. That guy was obsessed with making sure people were totally satisfied.

 

[jory29]

OP, you have done a remarkable and professional job detailing the events that transpired, and it's reports like this that will have an even greater impact than the BBB ratings. It's too bad for PVI that they won't acknowledge your situation; hideous customer service! Their loss, not yours.

 

[GoofyDadude]

WOW...what a bunch of Yahoo's at Park Vue. An F with the BBB.....REALLY

I like what PP have posted about letting them know that you are going to dispute with your CC company and that you are going to file a complaint with the BBB. Not bad ideas, but.....

Here's another idea.... Since you and your family are planning another trip and would like to reserve there at Park Vue, advise them of such, the number of rooms you would like to reserve and the number of nights. Tell this so called manager that if this "charge" is resolved IN your favor, then you will book those others nights.

So does manager want to trade in "one nights charge" for a multiple nights/family stay, or be an "idiot" and stick with their guns on this silly BS charge.

My wife and are very good about keeping an eye on our CC, especially when it comes to hotels. Her brother had an issue a few years ago with a hotel in Reno with a nights charge. They took the one night off after he called and complained. A few days later he checked and the charge was on there again.

Hope this gets resolved for you. Personally, I would do the above AND take my business else where. And if the manager calls you, have a family member tell them that "your in a meeting". ;-)

 

[danica]

Oh crap! We have reservations at PVI next week!