USO - IOA Great as usual...verrrrry Disappointed at RPR & Lowes!!!!

[jayster]

Just got back from 5 days of the usual fun at USO - IOA...the parks were great!! Just the whole downturn to the trip was the lack of service and help at RPR and the sheer ignorance of Lowes Hotel Corp. - Oh, and Southwest Airlines Vacations will never get my business again!!!
I will be posting my trip report in due time ...(getting back into the work thing) I will describe the thrills and spills of my trip...

 

[bubba's mom]

Sorry you had some "lows"....looking forward to your TR

 

[Melanie230]

Oh No. I cant wait to hear what happened.

 

[Nicole786]

I just switched our reservation from RPR to HRH and wasnt sure if i made the right decision, I guess i did! I cant wait to hear your TR!

 

[jayster]

Just got back from 5 days of the usual fun at USO - IOA...the parks were great!! Just the whole downturn to the trip was the lack of service and help at RPR and the sheer ignorance of Lowes Hotel Corp. - Oh, and Southwest Airlines Vacations will never get my business again!!!
I will be posting my trip report in due time ...(getting back into the work thing) I will describe the thrills and spills of my trip...

DAY ONE Trip started out ok...I only live 6 blocks from the airport..parked for free in the town lot, and was #1 on line to board the plane ..so far..so good.
Flight was fine, rent a car was a breeze, and made it to the RPR in 15 min. Thats when it got ugly.
I told the valet that I wanted to unload my luggage, and I would self-park the car. (I wasn't going anywhere for a few days). No problem. When I checked my folio from the tv around my 5th day I noticed they charged me 19.00 a day to park at the resort! I went to a manager to complain, and they said they would remove the charge. They did, and then replaced that with a 12.00 a day self-park charge! Eventually, a manager refunded that amount as well.
Check-in - I went to the lowes desk to check in like I have done twice in the past and there was an irate couple arguing with the girl behind the counter. She was obviously clueless as to what she was doing because she did not know how to work the computer, she could not find some papers, and she left the desk and dissappeared into the back three times. The line was growing in back of me, and we were getting a little impatient ourselves seeing that no other staff would help her. She finally came back a resolved the couples issue and they left. I went up to the counter and showed her my itennery, and the conformation from Lowes (from one month ago) that I could get an upgrade if available, and I was to get a poolview room. She got that frustrated look again on her face and started shaking her head. "whats wrong" I asked..."I only have you for a single room in the dog park area for your pet. There are no upgrades to be had due to the holiday weekend" (I do not own a dog, and certainly wouldnt take it on vacation with me- im sure my cat giggled to herself as she curled up on my bed back home) I assured her that I did not have a pet with me, and that there is obviously a mistake. There was nothing she could do about it she said, and besides that, the Southwest vacation package I had did not qualify me for lowes benefits. (???????) Southwest advertises Lowes hotels when you book your trip, I called into RPR one month prior and verified my gold status and everything was fine. Why would they not give you the perks when you book a reservation?? She then asked for a credit card to put to my room for incedentials, so i gave her my American Express card to use, and she handed it back saying it was declined. DECLINED? I had a zero balance on it, how could it be declined? she said to call them and work it out. By this time the person in back of me on line was standing over us asking what was going on and if we were going to be longer and due to frustration on my part I had to use a few impolite words to him and ask that he please mind his business and go back on line, I would like a little privacy. He was a little miffed to say the least, but he should have minded his own business. The frustrated girl behind the counter then told me the hotel was full, therefore no upgrades (I could understand the hotel being full) but she could give me an upgrade on Monday afternoon for $100.00 a night more. WHAT????? What happened to the $35.00 a night Lowes upgrade??. She said they couldnt honor the Lowes benefits for me and that was the price. I would have to take it up with Southwest. I took my room keys and stormed off very angry, but at least I had a room. (which by the way was at the furthest end of the furthest hallway in the place.) I called Lowes when I got to the room but they were closed for the holiday, and Soutwest vacations gave me the same answer. Five minutes later American Express called me before i can call them and told me my card was red flagged due to certain activity.(?) I asked him what that ment, and they said that RPR tried to put $ 5000.00 through on the card. (instead of $ 500.00 for incedentials, the nitwit at the desk put $5000.00 through) Therefore, the card was flagged. I had to go through ten minutes of security clearence with A.E until the fixed it. Finally...off to the parks!!!
Crowded yes...but I have to say the Universal team was more than awesome in crowd control, keeping an upbeat attitude, and the people in the park were great!!! even w/ fotl there was a wait, but whats 10 min compared to 45-60!!!! my good mood was restored after one hour in the parks.
The only negative part of the rest of my day is when we went back to the room, got our suits on and went to the pool. Everything was fine...we were w/ DS 10 feet from the chairs we put our stuff on and sat there and watched as a family of four literally walked over picked up our stuff stacked it on a table and plopped down in our chairs. I stopped my wife from going over and making a scene and approached the family myself. I calmly asked what was going on and they claimed they were there for hours. Before i could speak, a couple that was sitting nearby stood up and started yelling at them to get up and leave that they saw what they did and they were wrong for lying about it...a RPR worker came over and asked what was going on, and it wound up the people were from Portofino and they were asked to leave when the couple told him what they did.They picked up and left in a huff, I thanked the couple and went back into the pool with DH and Ds. Another day in paradise! (Day Two tomorrow) sorry for any typos..

 

[Metro West]

Thanks for sharing the report. Glad you had a great time dispite the problems with the hotel. I've never stayed onsite since I live so close but that's really nothing new...unfortunately. It seems Loew's is just like every other large company...the left hand never knows what the right hand is doing.

Anyway...glad you had a great time!

 

[lindalinda]

You arent guaranteed an upgrade. It clearly states "if available" in the loews info. I have never been able to get the 35$ upgrade, and since I go during busy periods, I dont expect it. I always ask tho. If you self park you usually have to pay the self-parking fee. Thats what they call it, thats what it is. You got it removed, so good for you. And if you book a special package (not thru loews) you dont get loews perks. only AA I think will still get you the perks.

Sorry I dont get where you were abused, everything that happened was standard. I dont mean to be harsh, but I think you overreacted a little. I have had trouble with the rates before, so i will always save all my paperwork also.


Glad you had a good trip in the parks as usual.



I dont know if I should post this, but this really struck me as wrong and I dont want people to get the wrong idea about the loews perks.

 

[bubba's mom]

I always thought there was plenty of room between the "line" and "counter" at RPR for LF members to check in....that guy behind you was really ignorant to walk up THAT much in line....good for you telling him to MYOB! We had RPR "mess up" on our credit card last year too...and it caused our card to be declined too.....luckily, on our last day. Instead of "holding" a certain amount against the card, they held it twice! (Which was like $3500!) After the first day of declined (our last day at UO), i called Disney Visa people first thing the next morning from DFIL's house and got it all straightened out.....then i called UO to complain to them about their mistake!

What is your LF status? If Blue, upgrade if available @ checkin...Gold, upgrade if available @ time of ressie.....

I'm looking forward to more report

 

[goofy!]

Just got back from 5 days of the usual fun at USO - IOA...the parks were great!! Just the whole downturn to the trip was the lack of service and help at RPR and the sheer ignorance of Lowes Hotel Corp. - Oh, and Southwest Airlines Vacations will never get my business again!!!
I will be posting my trip report in due time ...(getting back into the work thing) I will describe the thrills and spills of my trip...

DAY ONE Trip started out ok...I only live 6 blocks from the airport..parked for free in the town lot, and was #1 on line to board the plane ..so far..so good.
Flight was fine, rent a car was a breeze, and made it to the RPR in 15 min. Thats when it got ugly.
I told the valet that I wanted to unload my luggage, and I would self-park the car. (I wasn't going anywhere for a few days). No problem. When I checked my folio from the tv around my 5th day I noticed they charged me 19.00 a day to park at the resort! I went to a manager to complain, and they said they would remove the charge. They did, and then replaced that with a 12.00 a day self-park charge! Eventually, a manager refunded that amount as well.
Check-in - I went to the lowes desk to check in like I have done twice in the past and there was an irate couple arguing with the girl behind the counter. She was obviously clueless as to what she was doing because she did not know how to work the computer, she could not find some papers, and she left the desk and dissappeared into the back three times. The line was growing in back of me, and we were getting a little impatient ourselves seeing that no other staff would help her. She finally came back a resolved the couples issue and they left. I went up to the counter and showed her my itennery, and the conformation from Lowes (from one month ago) that I could get an upgrade if available, and I was to get a poolview room. She got that frustrated look again on her face and started shaking her head. "whats wrong" I asked..."I only have you for a single room in the dog park area for your pet. There are no upgrades to be had due to the holiday weekend" (I do not own a dog, and certainly wouldnt take it on vacation with me- im sure my cat giggled to herself as she curled up on my bed back home) I assured her that I did not have a pet with me, and that there is obviously a mistake. There was nothing she could do about it she said, and besides that, the Southwest vacation package I had did not qualify me for lowes benefits. (???????) Southwest advertises Lowes hotels when you book your trip, I called into RPR one month prior and verified my gold status and everything was fine. Why would they not give you the perks when you book a reservation?? She then asked for a credit card to put to my room for incedentials, so i gave her my American Express card to use, and she handed it back saying it was declined. DECLINED? I had a zero balance on it, how could it be declined? she said to call them and work it out. By this time the person in back of me on line was standing over us asking what was going on and if we were going to be longer and due to frustration on my part I had to use a few impolite words to him and ask that he please mind his business and go back on line, I would like a little privacy. He was a little miffed to say the least, but he should have minded his own business. The frustrated girl behind the counter then told me the hotel was full, therefore no upgrades (I could understand the hotel being full) but she could give me an upgrade on Monday afternoon for $100.00 a night more. WHAT????? What happened to the $35.00 a night Lowes upgrade??. She said they couldnt honor the Lowes benefits for me and that was the price. I would have to take it up with Southwest. I took my room keys and stormed off very angry, but at least I had a room. (which by the way was at the furthest end of the furthest hallway in the place.) I called Lowes when I got to the room but they were closed for the holiday, and Soutwest vacations gave me the same answer. Five minutes later American Express called me before i can call them and told me my card was red flagged due to certain activity.(?) I asked him what that ment, and they said that RPR tried to put $ 5000.00 through on the card. (instead of $ 500.00 for incedentials, the nitwit at the desk put $5000.00 through) Therefore, the card was flagged. I had to go through ten minutes of security clearence with A.E until the fixed it. Finally...off to the parks!!!
Crowded yes...but I have to say the Universal team was more than awesome in crowd control, keeping an upbeat attitude, and the people in the park were great!!! even w/ fotl there was a wait, but whats 10 min compared to 45-60!!!! my good mood was restored after one hour in the parks.
The only negative part of the rest of my day is when we went back to the room, got our suits on and went to the pool. Everything was fine...we were w/ DS 10 feet from the chairs we put our stuff on and sat there and watched as a family of four literally walked over picked up our stuff stacked it on a table and plopped down in our chairs. I stopped my wife from going over and making a scene and approached the family myself. I calmly asked what was going on and they claimed they were there for hours. Before i could speak, a couple that was sitting nearby stood up and started yelling at them to get up and leave that they saw what they did and they were wrong for lying about it...a RPR worker came over and asked what was going on, and it wound up the people were from Portofino and they were asked to leave when the couple told him what they did.They picked up and left in a huff, I thanked the couple and went back into the pool with DH and Ds. Another day in paradise! (Day Two tomorrow) sorry for any typos..

Sorry you had such a rough time. But....

It was not Loews fault.

In no way were they ignorant. In fact, what they told you was exactly their policies. They were completely in the right. As was Southwest when they verified what Loews told you.

Loews perks are not available for non-qualifying rates. And any third party booking, such as Expedia, Orbitz, Southwest, etc are not Loews qualifying rates. It states that very clearly in the LoewsFirst Terms and Conditions:

2. LoewsFirst benefits and mileage or points awards are based upon completion of a qualifying stay at any Loews Hotel. A qualifying stay is any rate published by the hotel. Group, negotiated, third party, government, Universal Passholder and Universal Florida residents rates do not qualify. Not valid with any other discount program, coupon, complimentary or promotional offer.

http://www.loews-first.com/loewsfirst_terms.asp

Since you did not book through the hotel, you were not eligible for any of the Loews perks including the upgrades. Even though you verified your gold status, your third party reservation did not qualify you for your gold perks. That is why it is recommended on these boards to always book through Loews directly if the Loews perks are important to you.

I am not sure what your complaint was about the $12.00 self-park fee. That is the self-park fee. Loews was extremely service oriented in removing the fee for you.

Also, just an FYI - I am not sure why the Portofino people were asked to leave. Probably because they were making a scene? But I do know that it was not because they were from the Portofino. Pool hopping is not only allowed, but encouraged amongst the three hotel pools.

The mistake of overcharging your Amex was certainly an inconvenience to you and definitely should NOT have happened. And the whole pet room thing was weird. However, it seems they made it up to you by removing the parking fee. Hopefully they also issued you an apology.

I am looking forward to the rest of your trip report. I hope things went much smoother after your first day! Bring on day 2!

 

[PlutoLuvr]

I, too, am looking forward to the rest of your report!

And I do agree with the PPs. I have yet to get a "qualifying stay" at Loews hotels because I always book with AP or FL resident discount. And I'm not sure if you were insinuating that folks from the Portofino shouldn't have been at RPR; they absolutely are allowed -- the lying and tossing your stuff on the table was rude and it's good someone from RPR got them to leave, but it could have been a customer from RPR, HRH or PFB. Pool hopping is seriously encouraged at USO hotels. They always make a point of telling me that at check-in, too.

Good for you for getting that parking fee waived! Over the years, I've probably given the HRH a good $500 of my cash for parking, and no amount of hemming and hawing has ever gotten it reduced or waived -- even when they screwed up my bill and overcharged my credit card, too.

Can't wait to hear about Day 2

 

[Fan2CSkr]

I'm glad you enjoyed Universal! looking forward to the rest of your report. As all others stated Loews/RPR charging for parking and not allowing your rate as qualifying is exactly what is done with everyone. Consider yourself lucky to have the parking fee waived. What was the $100 upgrade offer? Any rate other than a Loews published or AAA rate is not qualifying and will result in no Loews first perks. Was this the first time staying at one of the on-sites?

On to day 2, please!

 

[AlexandNessa]

Wow, I don't have too much to add, because the previous posters said it all for me.

As Gold, you are entitled to an upgrade from a standard room to a pool view, at the time of booking (not at check-in) if you've booked at a qualifying rate. Unfortunately, (again as the others have said), Southwest is not a qualifying rate. No 3rd party booker is ... Hotwire, Hotelkingdom, Orbitz, etc. Sorry you were led to believe otherwise. We'd have been glad to help you sort this out before your trip so you wouldn't be disappointed by the issue during your trip.

I hope you received a survey, and remember your check-in person's name... she should be further along in the training process or should have called in for help sooner if she was not able to handle the guests in a timely manner, AND of course she should not have made the $5000 mistake. But, as others have said, I wouldn't expect any further compensation for your issues, because you were quite lucky to get the parking fee waived. You succeeded where many others have failed. And, I am not sure why they stuck you in a pet room either. From your report, I am guessing you were in Tower 2? Towers 1 & 3 are much more convenient to everything, so if you were stuck there, I am sorry you were stuck there. I am betting that the $100/night upgrade was for Club Level, but that's only a guess on my part.

 

[Nana Annie]

Just got back from 5 days of the usual fun at USO - IOA...the parks were great!! Just the whole downturn to the trip was the lack of service and help at RPR and the sheer ignorance of Lowes Hotel Corp. - Oh, and Southwest Airlines Vacations will never get my business again!!!
I will be posting my trip report in due time ...(getting back into the work thing) I will describe the thrills and spills of my trip...

I'm sorry if this sounds harsh, but it doesn't sound like the Loews Hotel Corporation was the ignorant party in this.

In fact, from what you have posted, it sounds like the Loews Hotel Corporation bent over backwards to accomodate a very difficult customer who was demanding upgrades not entitled to and refusing to pay standard fees.

The OP's experience really underscores the need to understand what you are paying for by doing the research. It is a shame that the OP thought he was entitled to one thing when really he was not. When you don't understand the terms and conditions of what you are purchasing it can put a real damper on a vacation.

Glad the Universal portion of your trip met with your satisfaction.

 

[bubba's mom]

As Gold, you are entitled to an upgrade from a standard room to a pool view, at the time of booking (not at check-in) if you've booked at a qualifying rate.

may i ask a question about this? at HRH, what do i "book" to get the upgrade? standard/garden or pool view?? (need uprgrade to a queen deluxe and then going to try to get them to upgrade me to kids suite ......traveling w/ Mom next year...need more room!)

 

[Fan2CSkr]

may i ask a question about this? at HRH, what do i "book" to get the upgrade? standard/garden or pool view?? (need uprgrade to a queen deluxe and then going to try to get them to upgrade me to kids suite ......traveling w/ Mom next year...need more room!)

Since the premium upgrade for gold at HR would be deluxe. I would book the garden and ask to be upgraded to deluxe. Last trip when I was checking prices and available upgrades the suite was unavailable at Portofino and they wouldnt uograde me to a deluxe room. Regular reservations does not always know what they are doing! OK usually they dont! I ended up dealing with the hotel directly to get what I wanted.

 

[bubba's mom]

Since the premium upgrade for gold at HR would be deluxe. I would book the garden and ask to be upgraded to deluxe. Last trip when I was checking prices and available upgrades the suite was unavailable at Portofino and they wouldnt uograde me to a deluxe room. Regular reservations does not always know what they are doing! OK usually they dont! I ended up dealing with the hotel directly to get what I wanted.

thanks....

 

[AlexandNessa]

may i ask a question about this? at HRH, what do i "book" to get the upgrade? standard/garden or pool view?? (need uprgrade to a queen deluxe and then going to try to get them to upgrade me to kids suite ......traveling w/ Mom next year...need more room!)

Glad Fan2CSkr answered you ... I was only referring to the Gold upgrade at RPR. No deluxe rooms there (bummer). I mean, what a waste of Gold there to only go from std view (where you might be able to score a theme park view) to what may be a low floor pool view. But seriously, with rooms that small there, it would be nice to have a Deluxe room option at RPR, don't you think?

 

[Fan2CSkr]

Glad Fan2CSkr answered you ... I was only referring to the Gold upgrade at RPR. No deluxe rooms there (bummer). I mean, what a waste of Gold there to only go from std view (where you might be able to score a theme park view) to what may be a low floor pool view. But seriously, with rooms that small there, it would be nice to have a Deluxe room option at RPR, don't you think?

If RPR had a better selection of rooms I would stay there most often! We're considering taking two rooms connecting from now on cause the king suite just doesnt cut it! I wish they had deluxe rooms too. The largest of the three with the least amount of room categories, never made any sense.

 

[Fan2CSkr]

thanks....

Anytime!

 

[bubba's mom]

Glad Fan2CSkr answered you ...

yeah...she's a doll...been helpin' me

I was only referring to the Gold upgrade at RPR. No deluxe rooms there (bummer). I mean, what a waste of Gold there to only go from std view (where you might be able to score a theme park view) to what may be a low floor pool view.

makes sense now! I couldn't understand WHY anyone would want to upgrade when you could get a great view of IOA at RPR Now it makes sense....the upgrade is to pool view...no wonder i was never excited about getting upgrade But, now that we are going to be gold after this next trip (and we don't spend a lot of time in the room AND our first stay we got a perfect view) I will definately ask for the upgrade at RPR View doesn't mean that much anymore, and I'd rather get a bigger room. So, if i book 'standard' at RPR and ask for (gold) upgrade, what do i get? King? King bed w/ pullout sofa? (I'm just used to getting the 2 beds for the 3 of us ) Thanks for posting that Jodie...you made me see the light