RPR nightmare**UPDATE #11**

[allie&mattsmom]

My DB and his family are on a trip to US/IOA and booked a club level room at RPR based on my recommendation. They held the room for late arrival since they wouldn't be in till around 10:30 pm. I spoke to my DB last night to learn it has been nothing but a nightmare since they stepped foot into the RPR Friday night. They were told they had overbooked and there were no rooms available. My SIL pulls out the written confirmation and they look at her and state there must have been some sort of mistake. Five families in line behind them were told the same thing. It sounds like they had lots of angry people that night. People were walking out screaming and yelling, one person threatened to call the Florida Attorney General.

My question is, how can they do that? How can they overbook the hotel like that and then turn around and be rude and disrespctful to people? I know for one that we will not be returning to RPR ever again.

 

[macraven]

i have been booked at hrh when they have over booked.
to solve the problem, they reassigned guests to pbh. covered that night's charge and moved all belongings for the guests the next day back to hrh.
guests were compensated for the problem.

 

[Poohgirl]

So what happened? I completely agree, that is unacceptable. I hope that the situation was resolved to your DB's family's satisfaction and they were compensated for their frustration and RPR's lack of proper guest management.

 

[macraven]

yea, fill us in on the outcome.

did they "find" your db and family a room after they complained?



we are sitting on the edge for what happened to them..........

 

[allie&mattsmom]

Well, I guess that first night they finally found them a room with one bed in it and a pull out couch. They did comp that one night finally. Then I guess yesterday they got moved to a room with two beds. So hopefully the rest of their stay will be better!

 

[macraven]

that was sweet, a free night for them.

hopefully the room they received after that was a good one.
they ususally through in food when there is a situation like this.


do hope the rest of their trip is a great one.

 

[lindalinda]

What a nightmare! I hope it goes better for me. I am staying there in June. Did they end up on club level?

 

[allie&mattsmom]

Yes, I guess they did end up on club level, but what they didn't know, and either did I, is that there is not actually a "club level" floor. As I understood my SIL, you pay extra for the club level, but they can put you on any floor and you just have the right to go up for the food & drinks. We've never done club level so I wasn't aware that that's how it worked.

 

[E&B's Mom]

Yes, I guess they did end up on club level, but what they didn't know, and either did I, is that there is not actually a "club level" floor. As I understood my SIL, you pay extra for the club level, but they can put you on any floor and you just have the right to go up for the food & drinks. We've never done club level so I wasn't aware that that's how it worked.

That is wrong. Club level is on the 7th floor (I think of Tower 3, but I may be wrong, could be 1). All rooms on that floow are club level rooms. You need a special key to open the elevator doors to the 7th floor. I think in special circumstances (like overbooking and having it made up to people) they will give you club access even though you're on a different floow.

 

[RyGuy]

The 7th floor of tower 3 is the club floor but they can also give you an access key for the elevator if they can't get you in a room on the 7th floor.

 

[allie&mattsmom]

When my SIL & brother got home from their trip, my SIL called Lowes in New York and told them about their situation. Within 5 minutes after she hung up, RPR called her and apologized for the situation and comped them two more nights.

 

[Wynn]

I'm happy to hear that Loew's/RPR compensated for such a, for me, scary inconvenience. You spend so much time planning trying to get all your ducks in a row and then you face something like this. It's good that there was an acceptable resolution.

 

[tinkerdorabelle]

Comped 2 more nights, that was decent , but it does upset your stay when you go through that.