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

[Cagirl767]

So I have a call into Joe and he is here today.

I'm not a Hilton rewards member, probably should be though, I prefer Residence at times, depending on our situation, so we're sort of split between the two. I booked this through Homewood directly online. They don't quite know who we are here, we aren't here that often, but maybe just maybe Joe may remember us from the past, I do fill out the surveys each time. I feel confident, having dealt with Joe before that he will attempt to make things right.

I'll add to my to-do list pre-check in, that I will call ahead to confirm. Staying with Starwood would be a great idea when I can't be bumped or Hilton for confirmed smoke free. I'm from Orange County and often times we are here for a wedding,party, something important.

We're celebrating both kids' birthdays in the park today, so I'm trying to hide as much of this displeasurable trip as possible.

In the meantime, waiting for Joe's return call...

 

[michelleh1]

wow! I'm so sorry you have to go through this. I had no idea that they wouldn't give you the room you booked.

I do have a few questions (since I've never heard of this before). Would they be able to put you in a room that accommodates fewer people if you've booked for more (ie - you book for 6 people and they try to put you in a room for 4 or 5), or would they have to give you two rooms because of fire code? also, do you get some of your money back if they downgrade your room? you are obviously paying more money for a bigger room, and if they move you to a standard room, then it doesn't seem right for you to have to pay for the more expensive room.

 

[Cagirl767]

Still waiting to talk to the GM, Joe.

I put a call into him at 8am yesterday, (did tell him we'd be out frpm 9:30 till dinner) he returned my call at 2:45pm saying he'd be out and referred me to I think the Dir of Sales. No thanks, I'll wait to speak with Joe. He's in meetings this morning and of course we'll be in the park later.

Still waiting....




(At least the kids had a great time with their birthday buttons on. Ariel said happy birthday to dd who is turning five and it really made not only her day but of course everyone's day)

 

[Cagirl767]

Sorry double post

 

[CalvaryMike]

When you talk to the GM, remember it's all about attitude. I use to be an assistant GM at an Anaheim Hilton property. I can't tell you how many people try to get something for nothing. They'll complain about everything to just get something free. So, going into it, keep this in mind. GM's have heard every story in the book. But if you present your case politely and with respect, you'll get much better results.

 

[tiggerjay]

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.

Disney does care about the customer service that their clients receive. I have seen them remove other hotels from their GN status for chronic service issues. If you didn't book through them there isn't much you can do, except report it. But if you did book through them, then there is a LOT they can do to help out.

 

[I❤MICKEY]

Are you still in the smoking room with one bed? This has completely changed my opinion of Homewood.

 

[blackjackdelta]

Disney does care about the customer service that their clients receive. I have seen them remove other hotels from their GN status for chronic service issues. If you didn't book through them there isn't much you can do, except report it. But if you did book through them, then there is a LOT they can do to help out.

Before Disney will do anything it has to get very bad with numerous complaints when it comes to lodging. Never stay in a place that offers smoking rooms if you have a problem with the odor, it rubs off on to everything. You will get better response if you book thru Disney if you want them to do something.
I have stayed at many Hilton properties(most are acceptable no better than that) but what ever chain you decide on always become part of their club it will help.
I have to agree with Malcon10T..buyer beware and do your research..

Bear with me I am using my phone,

Jack

 

[Cagirl767]

Hi I HeartMickey! We're in a non-smoking room with two doubles or queens-not sure. Yes, unfortunately this has been attitude changing for me as well. When was your last stay here? They've had some buffet changes.


Now our toilet is broken. So I'm not only still waiting to talk to Joe, but waiting for maintenance. 20 minutes so far....

Thank goodenss everyone in the park was absolutely fabulous to us today. The crowds were low, we got to ride up front on the monorail and the kids got two great pins from a nice CM. These birthday buttons rock.

 

[blackjackdelta]

Hi I HeartMickey! We're in a non-smoking room with two doubles or queens-not sure. Yes, unfortunately this has been attitude changing for me as well.


Now our toilet is broken. So I'm not only still waiting to talk to Joe, but waiting for maintenance. 20 minutes so far....

Thank goodenss everyone in the park was absolutely fabulous to us today. The crowds were low, we got to ride up front on the monorail and the kids got two great pins from a nice CM. These birthday buttons rock.

We all are glad you are making the best of it, many would not.

Jack

 

[I❤MICKEY]

Hi I HeartMickey! We're in a non-smoking room with two doubles or queens-not sure. Yes, unfortunately this has been attitude changing for me as well. When was your last stay here? They've had some buffet changes.


Now our toilet is broken. So I'm not only still waiting to talk to Joe, but waiting for maintenance. 20 minutes so far....

Thank goodenss everyone in the park was absolutely fabulous to us today. The crowds were low, we got to ride up front on the monorail and the kids got two great pins from a nice CM. These birthday buttons rock.

I'm so glad that you are at least in a non-smoking room w/ 2 beds. I thought based on one of your last posts that they still hadn't moved you. At least you all have your own beds and aren't being exposed to smoke. I hope by the time you've read my post the maintenance has already come to fix the toilet.

We stayed at Homewood in June 2011. We had an amazing experience. The staff was great, room was immaculate, breakfast was pretty good, shuttle was on schedule. They even did a little something special for my DS3 birthday. We tried Staybridge Suites the first week of January because it was $350 less than Homewood and I felt the money could go toward meals. I wasn't impressed with them and probably wouldn't stay there again.

What change did Homewood make with the buffet?

We are planning a week the last week of September. I had planned on Homewood but I think we need to consider someplace else.

 

[Malcon10t]

What change did Homewood make with the buffet?

We are planning a week the last week of September. I had planned on Homewood but I think we need to consider someplace else.

I've stayed at both Homewood Suites and Residence Inn. Both have been great, but I do lean towards Residence. I like their kitchen a little better, and the layout is slightly better. (In Anaheim at least, haven't stayed at the Anaheim Resort RI.) I've had great experiences at both Hilton and Marriott. I prefer to stay in non-smoking hotels as my daughter has severe asthma, and I don't need to deal with lingering smoke odors.

I don't like Staybridge, simply because if I am on vacation, I want housekeeping daily. I like my bed made, clean towels, and someone to do the dishes!

 

[kailuagirl]

I'm so very sorry this is happening to you, that's such a bummer

In Dec. this happened to us at the Golden Nugget in Las Vegas. We drive from DLR so we arrived in Vegas around 11pm and they put us in a non smoking room, it was terrible! I went down stairs to ask for a different room, none were available, I was very nice explaining I have a 4 year old and we can't handle the smoke, they didn't care. I went back up in tears, I did not want my baby to have to sleep in that smoke, I went back up and she was asleep, DH said not to open any suitcases or anything as we didn't want the contents to smell like smoke. I went down a little later, I couldn't breathe in there and was breaking out in a rash on my chest, nothing still available and they didn't care at all about my rash. I went back up still crying, down again an hour later, nothing open, I was always extremely nice. finally I got my DD about 4 and put her in her stroller sleeping and took her to the looby to sleep. I couldn't handle her in there for another minute. I asked again if any room had opened up (this is vegas so people are checking out all the time), nothing so we parked ourselves right in front of check in and stayed there for about 4 or 5 hours. Now you think they would have come and got me when a room opened up. About 9 or 10, I went back to check and sure enough a room was available. It was a nightmare so I know what you went through.

I hope things turn around for you, you have a great attitude and I'm so glad it isn't ruining your disney vacation. Hugs

 

[Mama Who]

I don't get stuck with smoking rooms, since my requirement for non-smoking is medical. I mean, have to sleep in my car if the room isn't non-smoking. It's like putting a wheelchair bound patron on the second floor with no elevator. The ADA is quite useful for that.

In your case... I think if you tolerated it one night, the next morning round check out time I'd be in the lobby waiting for people to check out and insisting that the first appropriate room be cleaned promptly so we could be transfered.

 

[Cagirl767]

Kailuagirl - OMG, you are my hero! I'm so sorry you had to go through that, too. I can definitely comiserate!

Blackjack - Nice to see you here! I'm just trying to keep things in perspective. I'm sure we all have a way to do that (while counting to 10).
Me and my family were sitting on the benches in Pooh Corner eating huge treats from the bakery/candy store there. My DD was in her Rapunzel dress and glittery hair from BBB eating a huge lollipop and a little girl and dad walked by (all the little girls noticed her hair and outfit or was it the lollipop?) and the dad said to the little girl, "daddy doesn't have enough money for things like that." I almost broke out in tears. Some things just make us appreciate what we are fortunate to have, regardless. It isn't the end of the world for us.
I always appreciate your input and Skiingfast, too!

Mamawho - I forgot DH has a CPAP, too, in addition to DS and his asthma. They did say they'd have a room the next morning and when I called, they didn't. So I called back and they said at 10:00am, it was close to 11:00, ruined our morning (we had to be in Laguna Niguel) but we did get moved, but not without another hassle which the GM said he is looking into, as this is unacceptable.

I finally spoke with Joe the GM. I told him I wasn't looking for a comp. or anything, but wanted to know their company policy on sending a guest up to a smoking room when a non-smoking was booked and without telling us, if this was typical practice and should we be concerned about this happening in the future? And how when I name dropped, they suddenly found us a room. He was very reassuring that this is very rare (although it does happen) and he said he'd find out what happened. He said of course this isn't acceptable customer service and would follow through on a number of issues I brought up. Also, we arrived right before check-in time, so what happened to all the other incoming guests checking in after us? Imagine all those Tinkerbell runners being sent to smoking rooms! or being bumped. I've definitely had some lessons learned and do take the blame for not knowing their booking policies. Joe was very sorry and I believe it to be sincere. That's the one thing I like about Homewood is that he's very accessible and fair and will make the situation right. I told him I'm hesitant to stay there again, but I feel that this is very unlikely to happen again after speaking with him. I also brought up the breakfast buffet and the cardboard-like bacon, lack of muffins, bananas, apples, etc. It's definitely scaled down from last time we were there. The bacon and sausage links were inedible and we were there first thing in the mornings.
I told him that I'd have to recover from this trip first, then decide if we'll ever stay there again, although we probably will. It's just disappointing that after a few years of Homewood being one of our two hotels of choice.

 

[cyclenut]

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!

Sorry to hear of your experience.

We learned this lesson too. We don't travel all that much but we do have a couple of hotel stays a year with the family. We don't always have a choice of hotel since we are going for a "dance convention" or something similar that is being held at that hotel. We ALWAYS book a non-smoking room as there are two in the family with Asthma and are really sensative to the smell of cigarette smoke. The smell comes from the residue left behind and is not likely any lingering smoke. The health hazzards of that residue and resulting smell are as yet unproven. But that doesn't mean you should have to put up with it. At a minimum it makes the room extremely uncomfortable.

As others have posted, most hotel chains have a policy that a guaranteed room reservation only guarantees a room that can accomodate the number of stated guests. Anything beyond that is a stated preference and they "do their best" to accomodate them.

The one time we nearly ended up with a smoking room I simply stood in the lobby and told them I refused to accept the room and would stay there until they found me the room I requested. I told them I would even pay for an upgrade if required (and within reason). After about 30 minutes they came out and told me that they had found a room for us. I just continued to stand at the counter. I didn't yell. I didn't call anyone names. Every couple of minutes I told the people around me what happened and asked if they had found a room for me yet.

There was one other time when we were told we were given a non-smoking room but when we got there, the room smelled of smoke. We were promptly moved (with an appology) to another room.

We've been lucky really as we have not been faced with your situation. I would, however, continue to be persistent with the hotel management and the customer service of the hotel chain. You deserve compensation or a free stay somewhere ... at a minimum.