WOW! HRH Truly Rocks!! Management stands by customer satisfaction

[chimo2u]

WOW! I am floored. Back in Feb 2011, my son and I stayed at HRH CL for 3 nights and we had some room issues with broken beds, uncomfortable, etc....I filled out my Survey online, (never expecting to be contacted by management, detailing our experience) and was personally contacted by one of HRH's management assistants. She told me if ever I wanted to give HRH another try, it would be her pleasure to assist me......

Fast Forward.....now I am planning a trip back to WDW and Universal (3 nights) for next Sept 2012 (Sept 29 - Oct 4th Disney, Oct 4 - 7th Universal) and I contacted the assistant with my travel plans and to see if she could help me with my booking. Boy did she ever come through!!! She offered me HRH DELUXE Room at a rate of $156 per night plus tax WITH a complimentary upgrade to club level!!! WOW! talk about customer service and making it right....I am so impressed with their management team, their customer service and how much they want the guest to be satisfied.....They have gained my utmost respect and I am so impressed with how they have tried to offer us a "truly rock-star experience (as she put it
I think HRH is DA BOMB! and I expect we will have a wonderful time this trip with no issues...I am all for second chances, and this hotel gained my business for sure with their stellar customer service!

 

[pigby]

Glad they managed to buy back some goodwill in this way.

Just returned Saturday from a 3 day stay and we had issues with our room as well - they credited our bill with $100. Main problem though was the music (or rather dull throb/beat - couldnt really hear the actual music from the room) which started at 7.30am (woke us every morning and went on till midnight) - those pool view rooms definitely aren't soundproof! I know it's the culture of the hotel but not a soul round the pool till much later in the morning - is it really necessary to wake people up? DD is 17 and a bit of a rock chick but she wasn't impressed.

Don't go for pool views on the 2nd floor either - totally obscured by trees, cabanas, walls especially room 2088 - we got moved as didn't get what we paid for.

Will stay at RPR (where we have been 3 times) or Portofino next time for sure.

 

[chimo2u]

Glad they managed to buy back some goodwill in this way.

Just returned Saturday from a 3 day stay and we had issues with our room as well - they credited our bill with $100. Main problem though was the music (or rather dull throb/beat - couldnt really hear the actual music from the room) which started at 7.30am (woke us every morning and went on till midnight) - those pool view rooms definitely aren't soundproof! I know it's the culture of the hotel but not a soul round the pool till much later in the morning - is it really necessary to wake people up? DD is 17 and a bit of a rock chick but she wasn't impressed.

Don't go for pool views on the 2nd floor either - totally obscured by trees, cabanas, walls especially room 2088 - we got moved as didn't get what we paid for.

Will stay at RPR (where we have been 3 times) or Portofino next time for sure.

Hi Pigby I was shocked when she offered such a great deal actually we had a few maintenance issues back on our last trip, including both our beds being broken (engineering had to come in and replace DS's bottom portion of the bed, it was cracked in half)....anyway, they have truly been helpful and generous, that's for sure We also had a pool view club room on our last trip, and I actually loved it!!! don't know if it was because we where on the 7th floor club level, but we never heard any noise from the pool....I loved the view from our room.....clear shot of the themeparks, and would love the same kind of view on my next trip!
I am so happy with the rate, last yr. for a standard cl room, I paid over $300 / night with a AAA discount!!!

 

[macraven]

i always tell homies not to hold back when they do the survey or when they need to direct their unhappiness to a manager.

glad you followed through and worked with the assistant.

you struck gold!
mummy dust, that is....

 

[damo]

That is excellent news. I'm glad they have Mike Holmes' motto

 

[pas130]

That is wonderful!!! I recently did a survey as well, and it is good to know they are really looked at. Enjoy your next stay, I am sure it will be great!

 

[okiedokieartichoke]

as a loew's employee I can tell you all that the surveys are what we base our entire careers around. If you say something negative in your survey, you better believe all those involved will be ON it. same way with if you say something super positive...although the positive remarks aren't looked at NEARLY as much as the negative ones.