Univacations being uncooperative not Loews

[minniejack]

As you might have seen on previous threads, we have had booking for the week of Dec 27-Jan 1, 09. The Universal site made an error and when we caught the error, they refused to honor our price even though it was their mistake.

We thought this was all taken care of, but have recently found out that they changed us from PBH to RPR. Even the supervisor agrees that we are being royally shafted, but the head over her doesn't care because the room will book no matter what because of the time frame. They want to charge us another $1000 because it is now out of super saver time frame for 5 days at club level.

We are caught between a rock and a hard place. I am even thinking about cancelling the entire shebang and go with Disney.

We want everyone out there to know that Univacations are PITAs (Pain in the A**). We are repeat customers for Loews and Univacations, but they just do not care

 

[keishashadow]

As you might have seen on previous threads, we have had booking for the week of Dec 27-Jan 1, 09. The Universal site made an error and when we caught the error, they refused to honor our price even though it was their mistake.

We thought this was all taken care of, but have recently found out that they changed us from PBH to RPR. Even the supervisor agrees that we are being royally shafted, but the head over her doesn't care because the room will book no matter what because of the time frame. They want to charge us another $1000 because it is now out of super saver time frame for 5 days at club level.

We are caught between a rock and a hard place. I am even thinking about cancelling the entire shebang and go with Disney.

We want everyone out there to know that Loews does not stand behind their name. We are repeat customers, but they just do not care

don't recall the thread...sorry u r disappointed

perhaps a recap is in order or link to orginal thread?

i'm as to why did u brought it to their attention? were u double checking the rate?

fyi, it does happen often at WDW too, they have verbage on website covering errors & omissions and how any mistakes will be charged rack rate.

there have been reports of mistakes by private vendors/resalers who have honored said mistakes on their part.

still, i'd feel the same way.

 

[minniejack]

I was checking the air rates and that is when we noticed mistake. My AAA agent called several times to try to have them add club level at what we were both originally quoted--to no avail. I called and the agent added club for about $300 more for the 5 nights. We verbally went over it several times so there wouldn't be a mistake. The confirmation email went to my spam and I didn't catch that she had changed the hotel.

When I caught that, I called again and talked to a nice agent, Nathan, after 20 mins. he came back and said they were marking the booking to give it to me at the original rate, but that AAA would have to be the ones to change it in the a.m.

My agent called the next morning, was put on hold for over 1/2 hour and then said they would call her back. They called her back and said everything was a go, but they had to wait on another "super" supervisor to initial it on Tuesday, the 20th.

Well, the March 20 rolls around and late that afternoon Universal called AAA, and well, they can't do that instead they would have to charge another $1000 to add club.??!!?? They admit that this was all their mistake, but they know that they can get full rack out of those particular dates.

About Disney, we haven't decided, their deluxe hotels don't seem to be in the same league as Loew's for about the same price. But yes, I will bite off my nose to spite my face because my family really does like Universal better.

I am wondering if the "super" supervisors and the "super" delegates all sleep together at night.

 

[lrauers]

When I had serious reservation problems I emailed egoldfischer@loewshotels.com (corporate public relations). I received prompt
email and phone call and was very satisfied with the way Loews "corrected" the problem. You should give this a try IF the problem was caused by the hotel and not AAA.

 

[minniejack]

thanks for the link.

my agent and I have to wait until 3:30 pm when the regular supervisor comes on duty to find out what is going on--say a prayer

Oh and Universal admits that they are the ones that made the mistake not AAA

 

[keishashadow]

I was checking the air rates and that is when we noticed mistake. My AAA agent called several times to try to have them add club level at what we were both originally quoted--to no avail. I called and the agent added club for about $300 more for the 5 nights. We verbally went over it several times so there wouldn't be a mistake. The confirmation email went to my spam and I didn't catch that she had changed the hotel.

When I caught that, I called again and talked to a nice agent, Nathan, after 20 mins. he came back and said they were marking the booking to give it to me at the original rate, but that AAA would have to be the ones to change it in the a.m.

My agent called the next morning, was put on hold for over 1/2 hour and then said they would call her back. They called her back and said everything was a go, but they had to wait on another "super" supervisor to initial it on Tuesday, the 20th.

Well, the March 20 rolls around and late that afternoon Universal called AAA, and well, they can't do that instead they would have to charge another $1000 to add club.??!!?? They admit that this was all their mistake, but they know that they can get full rack out of those particular dates.

About Disney, we haven't decided, their deluxe hotels don't seem to be in the same league as Loew's for about the same price. But yes, I will bite off my nose to spite my face because my family really does like Universal better.

I am wondering if the "super" supervisors and the "super" delegates all sleep together at night.

personally, i feel the super delegates are our last hope however, i try not to talk politics here in my laughing place

Still, what a mess im probably still not be getting it...seems as though the AAA agent should've caught the "hard copy" of the mistake-didn't she make the original ressie? If the case, i'd be barking up that tree, not solely on your shoulders to review the confirmation if a TA is involved

regardless, hope it works out to ur satisfaction

 

[minniejack]

We are trying to convince friends of ours to vacation at the same time--they usually stay at HRH. When I mentioned this to my agent, she wanted me to give them her name.....

We, too, feel that she should have caught the error weeks ago.

 

[damo]

Any luck? The problems with agents is that we often know a lot more than they do!!!

 

[minniejack]

Eeek....8:25 p.m. Danica at the Universal site is waiting on the signee ("super" supervisor) that is off until Monday. Patience and a few more gray hairs is what is happening.

Thanks for asking

I do still like PBH and FOTL

 

[macraven]

i had an issue once at rph over the rate i booked at and the rate the TM said i had to pay.

the manager took care of the problem.

my original rate was held firm.

i booked thru loews and it was on their files.
they stood behind it all the way for me.


did you book thru AAA or thru loews?

 

[minniejack]

unfortunately through AAA; the email comes from univacations

Normally they shouldn't even be talking with me; however, I'm just a little peeved so they are working to call me down

 

[goofy!]

unfortunately through AAA; the email comes from univacations

Normally they shouldn't even be talking with me; however, I'm just a little peeved so they are working to call me down

I see part of the problem here.

You are using one travel agent (AAA) who is using another travel agent (univacations - this is NOT Loews) who is then negotiating with Loews.

Loews is pretty clear about using third party agents and you are going through 2 before you get to the Loews people.

I would call Paul LeClerc (the GM at PBH) directly and explain the mixups. You could also contact Leonard Kong - the front office manager at PBH. Feel free to PM me for his direct line.

It might be worth a shot getting out of the travel agency loop and talking to the Loews people directly. I have found that whenever I have had an issue, the Loews people have bent over backwards to fix it. You just have to get to the right people.

Hope you get it all straightened out soon!!

 

[minniejack]

Ohh.....so I am editing my title. I am going to wait on Danica to see what she discovers; then if that is not satifsfactory, then I will try the names you gave--thanks--linda

 

[minniejack]

Thank you goofy!!

talked to Lydia Watwood in the executive offices that helped me out and the whole mess is over or close to being over.

We are back to the original booking and she added club for a nominal fee (much less than the 200 a night that Univacations was charging)through Loews reservation desk

And we will receive dinner for four to Mythos

And free fridge for my hubby's meds

Thanks to everyone for their input--my grateful gratitude for these boards

 

[damo]

Thanks for updating. Hopefully people will read this and not use the service you did. I find it so much easier dealing direct.

 

[dsmom]

Lydia Watwood is one of the nicest persons I have ever met. I'm glad you got in touch with her. Hope your vacation is wonderful!

 

[Sleepy]

Lydia Watwood is one of the nicest persons I have ever met.

I second that!

 

[patster734]

Thanks for updating. Hopefully people will read this and not use the service you did. I find it so much easier dealing direct.

As the comedian Bennie Hill use to say: Cut out the middle man!

 

[goofy!]

Glad everything worked out!

 

[ky07]

Thank you goofy!!

talked to Lydia Watwood in the executive offices that helped me out and the whole mess is over or close to being over.

We are back to the original booking and she added club for a nominal fee (much less than the 200 a night that Univacations was charging)through Loews reservation desk

And we will receive dinner for four to Mythos

And free fridge for my hubby's meds

Thanks to everyone for their input--my grateful gratitude for these boards

Glad everything worked out for you and knew they would make it right and have a great time and free dinner at mythos doesn't hurt either