Question about a rate change at HRH

[Pooh Fan]

I made my reservation back in January at HRH for our upcoming December Christmas trip. In March, I made changes to the reservation because I got a better deal. I have my email confirmation of $276 a night for 4 nights. Yesterday, I called to check the rates and see if there was a better deal and was informed that my rate had gone up and that now it is 276 for the first night and $376 for the rest of the nights. Can they do that without notifying me especially since I have an email with a confirmed reservation for 4 nights at 276? The lady on the phone said that she spoke to her manager and he told her to tell me that I was getting a great deal still because the room that I am getting with the Kids Stay Play and Eat Free deal is now $455 a night. I guess they thought it would make me feel better. I am still very upset about this. Since I am moving next week, I will probably not try to fight the rate increase until the week after--or should I just bring my confirmation with me in December and speak to a manager then? Any advice from some of you experts would be greatly appreciated.

 

[subtchr]

I'm not an expert by any means, but a similar thing happened to me on our June trip. I had booked a Deluxe room at a military rate of $254 per night for two nights. Originally they were Wed and Thurs nights, but I got a better deal on airfare for Saturday, so I changed the reservation to Thurs and Fri nights, but only after I confirmed with the agent on the phone that I would still get the same rate both nights. Well, when I got the email confirmation, it showed an increase of at least $50 for the Friday night because it was a weekend. I called immediately and got a manager on the line who overrode the system for me and got me the same rate both nights. Sorry you did not get the same response when you called. I don't think that's right if you have the email confirmation about the lower price. I'd keep working on it, maybe call and hopefully talk to a different manager? They really should honor it. I don't blame you for being upset. Let us know what happens ~

 

[lindalinda]

You have a confirmed rate. Save the email and make copies. Ask to talk to a manager. There is no way they can change a confirmed rate. Some of the threads on here have management contact numbers. Are you using rack rates or a code? It is still a long way until december, the rates might still change again.

 

[crazymama]

Okay... that's just wrong. I don't see how they can do that. You mean that, had you not called, you would have just shown up expecting one rate and getting charged the higher one? Bizarre. If you had been quoted that rate initially, you may have not stayed there at all!! I would not sweat about it right now cause you have lots of time but would probably try to get it sorted out before you go so you don't wind up in a messy check in confrontation!! We are wanting to book for March 2007 and are nervously awaiting the room rates. It won't be pretty, I am sure, but I really want to stay onsite for all the perks and atmosphere!

 

[Orlando_Addict]

I wouldn't stand for it either ! If I were you I would call and ask to speak with the room director at HRH or the General Manager. I am sure they will do all they can to accomodate you.

Once you have a confirmed ressie they need to stand by it!

 

[Pooh Fan]

You have a confirmed rate. Save the email and make copies. Ask to talk to a manager. There is no way they can change a confirmed rate. Some of the threads on here have management contact numbers. Are you using rack rates or a code? It is still a long way until december, the rates might still change again.

I used rack rates at the time that I booked the reservation. I had noticed that the price had gone up on the website for my dates, but I wasn't worried since I had my email confirmation showing my rate of $276. Maybe I should wait until it gets closer to my trip before I call and speak with a manager in case they try to raise the rate again. This is our 4th stay onsite and we have never had an issue like this. Hopefully, someone just made a mistake. regardless, I don't think I should pay over $400 for someone else's mistake. Thanks for the advice.

 

[lindalinda]

I used rack rates at the time that I booked the reservation. I had noticed that the price had gone up on the website for my dates, but I wasn't worried since I had my email confirmation showing my rate of $276. Maybe I should wait until it gets closer to my trip before I call and speak with a manager in case they try to raise the rate again. This is our 4th stay onsite and we have never had an issue like this. Hopefully, someone just made a mistake. regardless, I don't think I should pay over $400 for someone else's mistake. Thanks for the advice.

I didnt mean to imply that YOUR rates would change again, just that code rates fluctuate as you get closer (APH and FLO). I would go ahead and get someone to talk to you about it now.

 

[Pooh Fan]

Oh. Ok. I will go ahead and take care of this then. I will try to give them a call on Monday and just ask for a manager. I am hoping that it will be easy to take care of since all I should need to do is email them the confirmation that I received. Thank you for your help!

 

[Pooh Fan]

Do you have a phone number to contact a manager at the HRH by chance or know where I can look? I have been looking through some of the threads and have not found one yet. Thanks for any help you offer!

 

[Pooh Fan]

I just wanted to let everyone know that I finally got my rate corrected. After speaking with several people, one of the managers in reservations agreed to let me email her my confirmation and she agreed to honor my confirmed rate. I am so excited to know that I do not have to worry about paying an extra $400 for my hotel. Thanks for all of your advice.

 

[goofy!]

I just wanted to let everyone know that I finally got my rate corrected. After speaking with several people, one of the managers in reservations agreed to let me email her my confirmation and she agreed to honor my confirmed rate. I am so excited to know that I do not have to worry about paying an extra $400 for my hotel. Thanks for all of your advice.

Make sure you have the managers name and the date and time you spoke to her written down when you check in. Also have copies of your original confirmed rates. It wouldn't hurt to print out a copy of the sent e-mail too. Just because they fixed it today, doesn't necessarily mean that it will stay fixed.

The reservationists are wonderful at fixing mistakes, but it helps if you can prove there actually is a mistake. I am guessing they get a lot of people trying to check in and argue that they had a lower rate. If you have your paperwork, it really helps.

We had an issue with the Portofino last year. I had two deluxe (one king and one queen) and the villa parlor as a platinum upgrade. I had booked the two deluxes at the internet special. However, I had to change dates one time, and one of the rooms reverted to rack rate during the change. I called the manager and they fixed it. When I checked in - it was back to rack rate. But the team members were wonderful, especially when I showed my call log and copies of my e-mails. They called the desk manager over who quickly and apologetically changed it back to the internet special.

So, it helps to have proof in hand just in case.

 

[Pooh Fan]

Thanks for the advice. I will definitely do that! I don't want to be surprised at check in.

 

[goNDmay9]

I know it is too late now - but maybe this info will help someone else. As of last year - here is the HRH manager information. We had a small issue when we were there last year and i just happen to have his card. Actually, I brought in an old notebook to work that i obviously used last year when i was there. I opened the notebook and the card just fell out! I wish i would have done that yesterday so it may have been of assistance.

anyway

Carlton Hudson
General Manager
5800 Universal Boulevard
Orlando, FL 32819-7888

Direct Line - 407.503.2001
Direct Fax - 407.503.2003

Now it is posted for anyone who needs it in the future.

 

[Pooh Fan]

Thanks for sharing that information. I will be writing it done so that I have it for future reference. I am keeping my fingers crossed that I will not have any more problems. We love our stays onsite at Universal. We've stayed at RPR once for 4 nights, and this will be our 2nd trip staying at HRH. Last trip, everyone was wonderful, and we can't wait to go back.