keishashadow
Proud Redhead...yes, I have some bananas!
- Joined
- Dec 30, 2004
- Messages
- 32,504
I've stated the unacceptable problem(s) we had during recent stay @ RPR as a result of the ineptitude of front desk TMs. Will paste @ bottom of post for reference.
At suggestion of many DISers, i fired off the following email after my stay. After a few follow-ups, finally one to concierge did the trick; a very nice manager called me last night. He couldn't have been more apologetic, seemed mortified that the events had happened. Note that he had checked our 'history' and was able to verify everything.
Couldn't understand how such a top-notch resort would perform so poorly, neither could he.
He was very generous in offering us an enticement to return
Mummy Dust indeed!
Gotta have the bad to get to the good!
My name is I am a Universal AP holder and member of Loews Blue.
I am writing to express my dissatisfaction with the check-in/room assignment portion of my family's recent stay at the Royal Pacific. The following is a brief summation of what transpired:
*booked AAA rate 2 Q beds last November for 6/28 to 7/1
*checked in around noon last Thursday & told we didn't have a room; the hotel was booked to capacity.
*'upgraded' us via what they termed a FL resident rate to a pool-view room. Desk clerk assured me it contained a King bed and sofa chair. Unfortunately, it was a HC room w/K and a chair. Note I didn't say a sofa bed. Room was very small, the bathroom was approx. the same size as the sleeping area.
*walked back to the front desk to complain and was told they'd send a cot over and set it up, suggested we visit the park and all would be well when we returned. I was doubtful that it would fit in the small room; yet they insisted we'd have plenty of space.
*We left our bags unpacked at my son's urging (eager to visit the parks). In the late afternoon, we came back to find a huge cot, still upright; squarely blocking the entry way to the room, postitoned directly next to our luggage in the entry way - couldn't even squeeze past it.
*at that point went back to desk and insisted on speaking to mgr. After a long wait, an asst mgr. appeared and said they had no other room available. I suggested perhaps a club room. Magically - they found one they termed 'deluxe' facing international drive. His parting comment to me was that I was indeed lucky to get any room since they were fully booked.
*To add insult to injury, we never did get our welcome gift associated with our Loews Blue membership. When i called & inquired i was told it was because they switched us to an APH rate and it wasn't elibigle. Final bill was charged the AAA rate.
*Made yet another trip to the front desk (before checking out in the room) to inquire why I wasn't billed at the lower APH rate. Clerk said there was nothing she could do at that point; suggested that I should have called the desk again if I was unhappy with the first response I had gotten.
I am a Disney Vacation Club member who enjoys prepaid accommodations. It takes a great deal of persuasion to convince my husband to pay the extra money to visit a non-DVC property in Orlando. This recent stay has him reconsidering future visits.
This was our second visit to your Orlando properties (enjoyed the HRH on the other occasion). Other than the above unfortunate occurrances, overall - the trip was enjoyable. Despite the pool at both the RPR & HRH being shut down one day we were able to board the hotel shuttle and experience the PBR.
We thought the majority of the staff competent and welcoming and the resort/grounds beautiful. Certainly comparable in scope to WDW's deluxe/DVC offerings -- sans compentent customer service at the front desk. I'd like to think the above stated lapse in service was an unfortunate fluke -- not the standard method of operation.
I look forward to hearing from you.
At suggestion of many DISers, i fired off the following email after my stay. After a few follow-ups, finally one to concierge did the trick; a very nice manager called me last night. He couldn't have been more apologetic, seemed mortified that the events had happened. Note that he had checked our 'history' and was able to verify everything.
Couldn't understand how such a top-notch resort would perform so poorly, neither could he.
He was very generous in offering us an enticement to return
Mummy Dust indeed!Gotta have the bad to get to the good!
My name is I am a Universal AP holder and member of Loews Blue.
I am writing to express my dissatisfaction with the check-in/room assignment portion of my family's recent stay at the Royal Pacific. The following is a brief summation of what transpired:
*booked AAA rate 2 Q beds last November for 6/28 to 7/1
*checked in around noon last Thursday & told we didn't have a room; the hotel was booked to capacity.
*'upgraded' us via what they termed a FL resident rate to a pool-view room. Desk clerk assured me it contained a King bed and sofa chair. Unfortunately, it was a HC room w/K and a chair. Note I didn't say a sofa bed. Room was very small, the bathroom was approx. the same size as the sleeping area.
*walked back to the front desk to complain and was told they'd send a cot over and set it up, suggested we visit the park and all would be well when we returned. I was doubtful that it would fit in the small room; yet they insisted we'd have plenty of space.
*We left our bags unpacked at my son's urging (eager to visit the parks). In the late afternoon, we came back to find a huge cot, still upright; squarely blocking the entry way to the room, postitoned directly next to our luggage in the entry way - couldn't even squeeze past it.
*at that point went back to desk and insisted on speaking to mgr. After a long wait, an asst mgr. appeared and said they had no other room available. I suggested perhaps a club room. Magically - they found one they termed 'deluxe' facing international drive. His parting comment to me was that I was indeed lucky to get any room since they were fully booked.
*To add insult to injury, we never did get our welcome gift associated with our Loews Blue membership. When i called & inquired i was told it was because they switched us to an APH rate and it wasn't elibigle. Final bill was charged the AAA rate.
*Made yet another trip to the front desk (before checking out in the room) to inquire why I wasn't billed at the lower APH rate. Clerk said there was nothing she could do at that point; suggested that I should have called the desk again if I was unhappy with the first response I had gotten.
I am a Disney Vacation Club member who enjoys prepaid accommodations. It takes a great deal of persuasion to convince my husband to pay the extra money to visit a non-DVC property in Orlando. This recent stay has him reconsidering future visits.
This was our second visit to your Orlando properties (enjoyed the HRH on the other occasion). Other than the above unfortunate occurrances, overall - the trip was enjoyable. Despite the pool at both the RPR & HRH being shut down one day we were able to board the hotel shuttle and experience the PBR.
We thought the majority of the staff competent and welcoming and the resort/grounds beautiful. Certainly comparable in scope to WDW's deluxe/DVC offerings -- sans compentent customer service at the front desk. I'd like to think the above stated lapse in service was an unfortunate fluke -- not the standard method of operation.
I look forward to hearing from you.
assuming a certain % of cancellations and other convention blocks becoming available @ the last moment.
so glad we were able to use the voucher for Sat. night in Dec.
