Question about hotel industry standard service, honoring reservation? (Homewood)

[Cagirl767]

Help! I need the advice and knowledge of my all-knowing Disers. We are at Homewood and booked a non-smoking room but were sent up to a smoking room and after being in the soooper smelly smoke filled room, called the front desk asking if we were in a smoking room, well sure enough. Asked to be moved to the non-smoking that I had booked and told there weren't any! "But I booked a non-smoking room" I argued, to no avail. We were put in a room with one bed, when I had booked two beds, we have two kids with us. Was told we could move today and now being told again nothing is available due to the Tinkerbell race (not my problem). Just wondering after all my great past Homewood stays, is this typical that when you make a ressie, that it's not guaranteed? Is that why my request is falling on deaf ears? We checked in right at check in time - not late, imagine if we were late-comers if we would have been bumped???? This is sooooo irritating. Sheesh, why bother making a reservation if this will happen? both kids are in one room and they can't sleep together, they both woke up at six, arrggghhh, well all of us did, needless to say our day is ruined if not our trip.

 

[sonnyjane]

Unfortunately this is very common. I'd have to see your reservation, but there is almost always a line when you book saying "room preferences are not guaranteed". As you have learned, the number of beds is not guaranteed, nor is your smoking preference. I really dislike this because it screws over people that check in late due to late flights or things like that I'm very sorry, but unless your reservation specifically says "guaranteed", then it is just a preference and they are within their rights.

Keep pressuring them to move you though...

 

[Disney Princess]

My husband is a hotel manager with Hilton, - Homewood is a Hilton brand - and he says that he would politely ask if they can walk you to a different hotel that can meet your needs. When this happens, you aren't charged for your room at Homewood, and sometimes they will pay for one night of your stay at the other property. Often, overbooked hotels will send you to a close, but different hotel that can satisfy what you need. It may not be possible because of the marathon, but it is worth a try.

Unfortunately, these things can happen. I would hope that they would try more to help you out. If nothing else, you get a survey after your stay, and you can be honest. I know I would be miserable - I'm allergic to cigarette smoke, and I would not be happy.

Good luck!

 

[I❤MICKEY]

I completely understand your frustration. I too would be extremely upset as I wouldn't want my children to be exposed to the second hand smoke. More and more hotels are going completely smoke free. I know that sucks for the smokers but for everyone else it's very good.

Honestly, I am very surprised by the lack of support you've received from Homewood. When we were there last June I felt like they went above and beyond for our entire stay. Even helping us celebrate our DS3 birthday. Have you spoke with the manager? My dealings with the general manager were wonderful.

Please post an update on how this situation is handled.

 

[jory29]

Not only is it dangerous (second hand smoke/third hand smoke) but if a child has asthma or another lung condition, then that is even more potentially harmful to their health... OP, if your children have any issues like that, make sure to let them know.

It's really too bad about the one bed, too. Sure makes for a difficult trip, I agree.

PLEASE don't let this ruin your entire trip - hopefully HW suites will remedy everything to your satisfaction in the end.

Good luck with it, and do keep us posted when you have a chance.

P.S. I was going to mention that being exposed to second hand smoke can increase chances of colds and flu, but didn't want to until I found some evidence, so here's a link that states this:
5. Don't smoke and avoid second-hand smoke. Smoke damages mucus membranes in nose, throat and esophagus making it easy for viruses to invade the body.

http://www.sherrytorkos.com/pwc.html

I know they are talking about second hand smoke, but I wonder if third hand smoke is just as bad?

 

[skiingfast]

Was told we could move today and now being told again nothing is available due to the Tinkerbell race (not my problem).

Not your problem and a complete scapegoat answer too. There are so many more hotel rooms in the area than racers, that reasoning is complete BS.

I would tell the manager you are going to get a room somewhere else and call your credit card to charge back the Hampton bill. You came to pay for a non smoking room, they can't charge you for a smoking room, they have not provided you with what your were willing to pay for. Hampton will have to give you your money back and pay a fee to your credit card issuer. This will make it a legit threat and hoepfully they statisfy you some how right away. Also I would clearly metion that you will make a comment about your stay on verious message boards inculding Trip Advisor.

We are consumers. Hotels are not monopolies, we don't have to tolerate them.

 

[DebbieB]

I would ask to be moved to another hotel. I just checked online and there are several Hilton brand hotels with openings: Hilton, Doubletree, Hampton Inn, Embassy Suites, Hilton Garden Inn. They are also showing Homewood Suites with a 2 queen non-smoking!

 

[bumbershoot]

Color me mystified!

Looking here: http://www.i4anaheim.com/homewood-hilton-anaheim/#rooms I see, in the list of "Room Types and Amenities at Homewood Hilton Anaheim", "Non-smoking only".


But then in the booking system they show smoking rooms. In that system, they do show a 2queen, non-smoking booking-possibility.



We couldn't even spend ONE night in a room like that. It's just not possible for me. Science is catching up with what people like me know; 3rd hand smoke is bad, just as 2nd and 1st hand is. (I had two friends that worked for Intel, and all smokers were required to thoroughly shower, wash hair, and change clothes before working on computer chips, b/c the smoke particles on them would destroy the chips they were making) I would be completely sick the next morning (my childhood with smoking parents was SO much fun

I would have to have them move us, or we'd have to move. I would take it to the manager, I would take up my own park time to do it, I would call corporate, I would talk to the web designers who put non-smoking only on the list of amenities.

 

[Malcon10t]

Industry standard is you are not booking a specific room, even when it looks like you are. It is a request. There are many things that can come up. So, they are correct. But, they should offer to walk you if they can't get you what you need. I *always* call the day before to confirm my reservation, then first thing in the morning as that is when specific rooms are often blocked. If specific rooms aren't important to you, you can just remind them of the type of room you need. We need specific rooms usually. And our regular hotels know us and usually book the room we need when they see our name.

 

[SuzanneSLO]

Industry standard is you are not booking a specific room, even when it looks like you are. It is a request. There are many things that can come up. So, they are correct. But, they should offer to walk you if they can't get you what you need. I *always* call the day before to confirm my reservation, then first thing in the morning as that is when specific rooms are often blocked. If specific rooms aren't important to you, you can just remind them of the type of room you need. We need specific rooms usually. And our regular hotels know us and usually book the room we need when they see our name.

Some chains, however, do guarantee both bedding and nonsmoking on a paid rate. Starwood, which includes Sheraton, Westin and Four points, is one of these.

If such a guarantee is important to you, change your hotel until they all get the message -- Suzanne

 

[blackjackdelta]

Not your problem and a complete scapegoat answer too. There are so many more hotel rooms in the area than racers, that reasoning is complete BS.

I would tell the manager you are going to get a room somewhere else and call your credit card to charge back the Hampton bill. You came to pay for a non smoking room, they can't charge you for a smoking room, they have not provided you with what your were willing to pay for. Hampton will have to give you your money back and pay a fee to your credit card issuer. This will make it a legit threat and hoepfully they statisfy you some how right away. Also I would clearly metion that you will make a comment about your stay on verious message boards inculding Trip Advisor.

We are consumers. Hotels are not monopolies, we don't have to tolerate them.

Great post.

Jack

 

[Argento]

My husband is a hotel manager with Hilton, - Homewood is a Hilton brand - and he says that he would politely ask if they can walk you to a different hotel that can meet your needs. When this happens, you aren't charged for your room at Homewood, and sometimes they will pay for one night of your stay at the other property. Often, overbooked hotels will send you to a close, but different hotel that can satisfy what you need. It may not be possible because of the marathon, but it is worth a try.

Solid advice, thanks!

 

[Cagirl767]

Thank you all so much for the info and kind words. DS and I both have been diagnosed slight asthma (although I'm not so sure about mine) and did tell the check in person that yesterday, to no avail. It just baffles me that they would put kids into a smoking room and flippantly. Imagine if I had been running in the race today I can't imagine that I'd be even more inferiated than I already am, I suppose it could happen though. Also was told Joe would be in today, well that didn't happen either. We do stay between here and Residence Inn and I do often vouch for both here on this board, and Tripadvisor. I'm soooo irritated with our treatment here, I feel like I'm on the naughty list here which is strange since we're pretty low key people.

We're in our third room now, didn't even get an upgrade, but at this point wouldn't matter to me anyway. I'm so upset since this has always been one of our two go-to hotels. I have to mention though that during all the hoopla of changing rooms that our IPad was lost inbetween rooms and the housekeeper
kindly returned it.

Too bad the thought of switching hotels hadn't occurred to me, I guess the situation was so surreal at the time and I had unpacked twice already for all of us plus groceries and ran around looking for the Ipad and everything else lost in transit. At least I know now there are openings at others, than you Debbie B.

Many lessons learned this trip
Don't unpack the car without checking the availability and then room first
Have alternate hotels on the radar
Bring wine

thank you all!

 

[sonnyjane]

Thank you all so much for the info and kind words. DS and I both have been diagnosed slight asthma (although I'm not so sure about mine) and did tell the check in person that yesterday, to no avail. It just baffles me that they would put kids into a smoking room and flippantly. Imagine if I had been running in the race today I can't imagine that I'd be even more inferiated than I already am, I suppose it could happen though. Also was told Joe would be in today, well that didn't happen either. We do stay between here and Residence Inn and I do often vouch for both here on this board, and Tripadvisor. I'm soooo irritated with our treatment here, I feel like I'm on the naughty list here which is strange since we're pretty low key people.

We're in our third room now, didn't even get an upgrade, but at this point wouldn't matter to me anyway. I'm so upset since this has always been one of our two go-to hotels. I have to mention though that during all the hoopla of changing rooms that our IPad was lost inbetween rooms and the housekeeper
kindly returned it.

Too bad the thought of switching hotels hadn't occurred to me, I guess the situation was so surreal at the time and I had unpacked twice already for all of us plus groceries and ran around looking for the Ipad and everything else lost in transit. At least I know now there are openings at others, than you Debbie B.

Many lessons learned this trip
Don't unpack the car without checking the availability and then room first
Have alternate hotels on the radar
Bring wine

thank you all!

Ugh I'm so sorry to hear this update. I'm really shocked that they couldn't accommodate you after the first night, or offer to send you to a neighboring affiliated hotel. I have severe reactions to smoke, and so when I book a room, even if it says "no guarantees", in that special comments section I always write about my reactions and have fortunately only been left with a smoking room when I requested non-smoking once. In that instance, I was able to get them to bring an air purification machine to the room and even though it didn't help the smell, at least the hotel made it known that they were sorry for my situation. Are you at least in a non-smoking double room now??

 

[tiggerjay]

One thing I didn't see brought up yet is the question of how you booked this room? Was it through the hotel directly? Remember if you went through a third party site, including hotel only booking sites, or better yet, a travel agent - you definately want to contact them. They have additional resources at their disposal, and they have the ability to exert more pressure than an individual.

Good luck!

 

[hootey]

Have had similiar experiance years ago, that is why we joined Disney travel. Our first two trips to DL were total jokes. We paid through the nose for trips that were supposed to have been the Best Disney Vacations Ever. What we got were super expensive con jobs by reputable agencies. Anyway........we now book all our trips through disney, we now get great vacations at half what we paid years ago. We stay on site, get all the extras, and still have not spent half what we spent years ago and we stay twice as long. Have never had a problem with a disney hotel, we have recieved a couple free upgrades.
You do not have to suffer through some other idiots mistake. If they do not provide what you reserved and probally paid a deposit on, simply leave. Contact your CC company immediately and do a stop pay. Make notes of everything, including the hotel staff's names. Find another hotel or return home. Report all this to the hotel corp office, the local health dept( they put you and your CHILDREN in a smoking room after you had made reservations for a nonsmoking). Find out what state dept manges hotels and file a complaint with them, as well as the Better Business Bureau and let disney know about the conduct of one of thier Good Neighbor hotels. And of course tell all your friends.

 

[Malcon10t]

let disney know about the conduct of one of thier Good Neighbor hotels. And of course tell all your friends.

Disney couldn't care less. All "Good Neighbor" truly means is that the hotel is willing to sell rooms through WDTC at a discounted price and can have tickets available there. I mean, they have the "Jolly Roger" as a good neighbor.

 

[hootey]

We complained five years ago, they were very interested. We recieved telephone calls and e-mails after every visit wanting to make sure everything was as reserved and expected. They still do it even though or due to our mambership in DT. I really don't know why, all I do know is they inquire about our stays to make sure we are happy. How many other places do that?...

 

[IUTBAM]

If you stay at Hilton properties regularly, I would assume you are in the Hhonors program? They have dedicated service lines for Hhonors members (at least the elite ones...not sure about the introductory level). In any event, I would call the toll free guest service number and lay it all out for them...corporate may be able to help you. I would definitely expect to be compensated for THEIR screw up. I'm sorry this has put such a damper on your vacation. It stinks!

 

[Malcon10t]

We complained five years ago, they were very interested. We recieved telephone calls and e-mails after every visit wanting to make sure everything was as reserved and expected. They still do it even though or due to our mambership in DT. I really don't know why, all I do know is they inquire about our stays to make sure we are happy. How many other places do that?...

Actually, most. I get emails after every visit to a Hilton, Marriott, Best Western, or Sheraton property. If the OP complains to the Hilton directly, she may get some assistance. If she is a Hilton Honors member, that will give her even more standing.

But, as far as WDTC, they aren't going to be able to do much. The agreement between them and the hotels are basically that they allow them a certain number of rooms to be sold, the hotels can't presell that block, and they have to accept them back empty up to a certain very close date (I think it is 48 hours.) There is nothing about standards in it. And there isn't much they can do as far as errors like this.

I can understand how an error like this can happen. Some places do book you into specific rooms, whereas others will state it is a "preference". And if it is crowded, all it takes is one family deciding to stay past check out, and everything is out the door as far as scheduling.

ETA - A couple suggestions for the OP for the future. 1. Look to book at "Smoke Free" hotels. Hilton Anaheim is a smoke free. All rooms are non-smoking. You can book their 2 room suites and it really isn't much different than Homewood, except no stove (maybe no micro, can't remember.) 2. Make sure you put in your notes that you have smoke allergies or asthma which smoke smells can trigger. They will give you a priority for a smoke free room. 3. Sheraton is a good hotel for guaranteeing their room types, but they don't have suites.