VERY disappointed in RPR

[3redheads]

We started our vacation at the Disney Wilderness Lodge, went to Disney Poly and followed up with Disney Cruise. Ended vacation at RPR and I was sooooo disappointed.

-staff is not friendly, did not smile once. It seemed to be a chore for them to help us.

-SIL's key didn't work late at night, she had to go back 3 times to get a key and finally, they had to let her in the room

-SIL's blow dryer broke and she asked 5 people about how to get a replacement. They couldn't care less.

The resort is beautiful, but the customer service was horrible!

Anyone else have this problem?

Kim

PS We are not demanding people and tolerate a lot, but there was no "magic" at this resort.

 

[lovetheparks]

We did encounter this type of service last October but gladly we were in the minority. When they send you the "hope you enjoy your stay" email, let them know. If they don't know there is a problem, they can't address it. We emailed them about our issues and recieved personal communication back and a discounted room for our next stay. Obviously that wasn't the intent but it was nice of them.

 

[*Fantasia*]

I'm sorry you were disappointed with their service. I am very surprise to hear this cause we always recieve excellent service. They are very friendly and always helpful to us. This is my favorite resort cause of the themeing and their service.

 

[robvia]

I always expect little things to go wrong on my trips.

In my case, none of those things should bother me.

I don't expect people to smile at me in the hallways. I know they're working and not on vacation. We don't use the hairdryer. I once had a similar problem with my room key at Cedar Point and had to go back a few times, but didn't mind.

The main thing is, I don't let little problems ruin my trip.

 

[gschmerl]

So sorry you were unhappy with the RPR. We encountered friendly people and great service there. I really enjoyed my stay there.

 

[damo]

No, we've never had a problem with RPR. In fact, both times we have been there, we had absolutely no issues.

 

[mousey]

We had similar problems--not with the blow dryer or key, but we needed the bedding for the pull out and only had 2 sets of towels for 4 people. I called at 5:00pm for this stuff and at midnight it still wasn't delivered. After being transferred to 5 different people (we would of been more than happy to pick it up) it finally arrived at 1:15AM. We had much better service at the Portofino.

 

[AllieKat]

I'm sorry to hear about your disappointing experience. As lovetheparks suggested, definitely let them know about the problems. I believe there is a customer service survey on LoewsHotels.com that you can fill out as well.

I've only stayed at RPR once and had a wonderful time. We were treated wonderfully and the staff members we had contact with were very, very friendly and helpful. I have RPR booked for this coming September. I've already had to contact the hotel about my upcoming visit and the reply I received from them was friendly & professional.

Again, I'm sorry to hear about the problems you had while you were there!

 

[JessicaR]

We started our vacation at the Disney Wilderness Lodge, went to Disney Poly and followed up with Disney Cruise. Ended vacation at RPR and I was sooooo disappointed.

-staff is not friendly, did not smile once. It seemed to be a chore for them to help us.
The entire staff was not friendly? The desk? Restaurant employees? Everyone?

This shocks me. I guess it could be they had an off time but RPR has always had comments about the friendliness of its staff. We stayed here twice and that was the first thing I noticed how wonderful the staff was.

-SIL's key didn't work late at night, she had to go back 3 times to get a key and finally, they had to let her in the room

The key not working could actually be your SIL's fault not the hotels, they are magnetic, things happen. Easy for me to say now but I would have called from the floor and not walked back and forth 3 times.

-SIL's blow dryer broke and she asked 5 people about how to get a replacement. They couldn't care less.

5 people couldnt just get her a blowdryer? There is a star on the phone(star services)...one call should have been all that was needed. That is not acceptable.

The resort is beautiful, but the customer service was horrible!

Anyone else have this problem?

Kim

PS We are not demanding people and tolerate a lot, but there was no "magic" at this resort.

No excuses from me...too bad they didnt shine during your trip like they have a reputation for doing. Perhaps a letter to the manager would be in order to bring attention to their shortcomings.

 

[webray]

Wow, sorry to hear about that. We love RPR, have stayed many times and never experienced what you have. Honestly, exactly the opposite. So much so, we feel we get treated better at RPR than at disney.

 

[SnowWitch]

We had issues during our first stay with housekeeping letting someone into one of our rooms while my SIL and nephew were napping.. No apologies, nothing.Scared my SIL to death. Then housekeeping told me if I didn't have my room cleaned right then and there it wouldn't be, this was on club level, one phone call took care of that. We did return for a second stay and had no problems. That being said without a good discount I wouldn't stay again.

 

[robvia]

but we needed the bedding for the pull out and only had 2 sets of towels for 4 people. (we would of been more than happy to pick it up)

That's my thinking on everything. If I need more towels, or something is missing, I go get it myself. I'll find a housekeeper in the hall, and ask for extra towels. I guess service and being taken care of matters to some people. But to me, I'll take care of the little stuff myself.

 

[lovetheparks]

That's my thinking on everything. If I need more towels, or something is missing, I go get it myself. I'll find a housekeeper in the hall, and ask for extra towels. I guess service and being taken care of matters to some people. But to me, I'll take care of the little stuff myself.

I think that is the way most people feel but sometimes, they DO fall short. As we've seen here, the better experiences are the majority though and this is why I don't let one bad trip rule out a location for me. We've also had issues at the HRH but have been back many times since and had wonderful experiences.

 

[kelma]

That's my thinking on everything. If I need more towels, or something is missing, I go get it myself. I'll find a housekeeper in the hall, and ask for extra towels. I guess service and being taken care of matters to some people. But to me, I'll take care of the little stuff myself.

I think the biggest issue is that the OP was told that things WOULD be taken care of. It is ridiculous to wait that long to have a hairdryer fixed or for extra towels, sheets whatever. We're not talking about a budget hotel here. My family is not at all high maintenence, but if I'm told I will be brought towels or a problem will be taken care of, I expect it to be.

I also don't mind going down to the desk to pick up things, but now that I have small children, it's much trickier than it used to be. And, quite frankly, for as much as $274 a night, they SHOULD deliver it WITH a smile. They are in the customer service industry after all, it is a part of their job to be polite and friendly to the guests.

 

[3redheads]

I totally agree. We had two rooms at $267 each and expected more. I don't expect people to walk around with a fake smile on their face, but I do expect courtesy. They deal with customers everyday. If they cannot be more than a robot, then they are in the wrong industry. This comes from a person who was formerly in bank mgt. This would not have been tolerated in my bank

I guess I can't help but compare them to Disney. At the Poly, I called down for a frig and got one within 10 minutes. Big difference between the resorts.

Kim

 

[JessicaR]

I guess I can't help but compare them to Disney. At the Poly, I called down for a frig and got one within 10 minutes. Big difference between the resorts.

Me either, and when I compare you are right there is a big difference between the resorts. RPR outshines in every aspect for me.

 

[damo]

Me either, and when I compare you are right there is a big difference between the resorts. RPR outshines in every aspect for me.

I have been much more satisfied with my Universal hotel stays than my Disney hotel stays as well. I really feel that at Universal, I get way more than what I pay for where at Disney it is the complete opposite. I paid $350/night at Wilderness Lodge for a room with carpet coming up all over the place, paint worn off the walls and decor that should have been replaced several years ago. I had to take a long ride to get to the parks and received no perks whatsoever for spending a fortune on a room. I spent even more at Poly, Yacht Club and Grand Floridian. Then Universal opened some hotels.

At HRH and RPR I have not paid more than $170/night for a bright, clean modern room within easy walking distance of the hotels and never had to wait in line for a ride. The staff has been very courteous and we have never had a problem with service.

I guess that is why we haven't been back to a Disney Resort in 6 years.

 

[goofy!]

oops, deleted

 

[djmpj]

I guess I can't help but compare them to Disney. At the Poly, I called down for a frig and got one within 10 minutes. Big difference between the resorts.

I can't help it. What's a frig?

D

 

[3redheads]

I can't help it. What's a frig?

D

LOL, a refrigerator.

After reading all of the posts, I guess the most important thing is to let the hotel/resort know when they are falling short. I did complete the guest survey card so they know. It was a beautiful resort and soooo close to the attractions.

I'd really like to check out Portofino