Wow! That's Never Happened Before

[jcc0621]

Hi! Not sure if this is the right place, so Mod's feel free to move.

I booked our 2 night package at RPR last week. I had some problems with the site trying to book online (I think it may have had something to do with booking a !!! rate..)

Anyway, I wound up calling Universal directly and the guy I talked to was awesome, and got everything booked exactly the way I wanted with the AAA rate, tickets, etc!

I sort of forgot that when I was on the website, they asked me to complete a survey. Today I got a phone call from Universal aksing if everything was okay with the service, did I book the trip I wanted, etc!

I thought that was awesome, bacause when you call Disney, they never give you there real name. Cinnamon, really? And I can't tell you how many times I've completed survey's for Disney and heard nothing else.

I think I am really going to like this place if this is any indication of the type of service you get.

Can't wait! I'm sort of thinking I may need to add a day

 

[k&a&c'smom]

I have to agree, I've done countless WDW surveys, and never got an acknowledgement of any kind. I don't expect a perk, but a thank you email once in a while would be nice!

 

[derekburgan]

The same thing happened to me in a way. A while back I booked one night at Royal Pacific for a Monday. With all the new announcements I decided to add an extra day and come in early. I booked the first time online. The second time I called up and got a great person. She walked me through a bunch of various options and I ended up going from a regular room to two nights on Club Level for less (per night) than I originally was paying for my regular room. She gave information on various discounts I might be eligible for and it ended up being a terrific call.

I doubt I'll ever book online again. Always going to call. Incredible service.

 

[RMulieri]

Having just gotten back from a 6night/5day universal stay,I was extremely impressed overall with the customer service there.During the booking process ,I had a few issues that had gotten messed up, and not only did they FIX it pronto, they moved me to Portofino Bay in a better room category(club level) for LESS then I was paying originally on a regular room at RPR .Once there, everyone was MORE then friendly ,helpful and prompt.I rang the star services line for extra pillows and commented to the husband, " we will see those pillows 5 hrs from now or not at all"..because I have had those issues with Disney.Within 5 mins, someone was at my door with the pillows and asked if there was anything else I needed.I was so spoiled by my stay, I would not hesitate to stay again.In fact, we are due for Disney this year and we are probably going to skip and go back to universal

 

[macraven]

i love the service they provide!

good to hear you received a call back to make sure you were satisfied.

Universal takes comments from guests very seriously.
really.

i always call to book my room.
(i do check online to see what is out there before i call.)
i always ask for them to find the best rate for me, comparing the AP, AAA and any specials/promos they currently have or will have soon.
then i book.

i have to tell you this, the TM's that book your stay will tell you the cheapest rate you can get. they don't try to hard sell you something that will cost you a lot more and find out later.

RPH is great.
i became ill on my last stay there, 3 1/2 months back.

a manager called me a week later at my home to check up on me, wanted to know if i was doing better.

how sweet is that............
i wasn't just a paying guest at their hotel, i was a person that they were concerned about.

 

[k&a&c'smom]

macraven - wow, that is incredible! Very good service, indeed. I had to have emergency services take me to the hospital on the first night of a visit to WDW, and the resort didn't even call my room later to check on me.

I'm not intentionally bashing Disney - we love it, obviously, but in recent years our surprise at superior service elsewhere has led us to change our vacation habits. We had a very good experience at RPR in 2010, and are excited about our upcoming stay at HRH.

 

[schumigirl]

I think I am really going to like this place if this is any indication of the type of service you get.

Can't wait! I'm sort of thinking I may need to add a day

I think you will Love the RPR And definately go for the extra night...you won`t regret it.

We adore staying there and can`t imagine going anywhere else when we come to Orlando. Staff are just the best......so friendly and extremely helpful if you need anything or have any kind of problem.

I can`t speak highly enough about this hotel, hope you have a great time

 

[Metro West]

Glad to hear your experience!

 

[macraven]

macraven - wow, that is incredible! Very good service, indeed. I had to have emergency services take me to the hospital on the first night of a visit to WDW, and the resort didn't even call my room later to check on me.

I'm not intentionally bashing Disney - we love it, obviously, but in recent years our surprise at superior service elsewhere has led us to change our vacation habits. We had a very good experience at RPR in 2010, and are excited about our upcoming stay at HRH.

i adore both parks, the motherland and the darkside.
i can see the difference between the two on service issues.

but, i accept that difference with no problem.

i haven't mentioned this before but will now.
some years back my room at the motherland had a bad bug issue. i was bitten and i had a reaction to it and called the front desk.
i must of passed out as when i awoke the paramedics from the city were in my room.
they were wonderful. i did recover and was on meds for the rest of my stay at the motherland.

and like you, did not hear back from anyone in the resort.

i still do disney each year before the universal part of the vacation.

the personal touch from the RPH hotel manager was touching.

 

[jcc0621]

RPH is great.
i became ill on my last stay there, 3 1/2 months back.

a manager called me a week later at my home to check up on me, wanted to know if i was doing better.

how sweet is that............
i wasn't just a paying guest at their hotel, i was a person that they were concerned about.[/FONT][/COLOR]

When were were in Disney last in 2009, I became severely ill. Bad enough that I wound up in the ER. I wound up not staying the rest of time with my parents who lived there at the time (and were DIsney CM's). My husband and my son stayed at POP, but I wound up staying with my parents for the rest of the trip.

We had booked 2 nights at RPR then, but I never got to see it (ANother reason) we booked this upcoming trip. Anyway, I had a voucher for a ticket (If you remember the SUper Bowl promo they ran a couple of years ago) that expired by December 31st of that year. It was supposed to be one of those things where if you didn't redeem it you lost it, and you had to be present with ID.

Well, upon arrival my DH and DS went to Guest Services and explained the situtation to them. They redeemed the ticket for him, no questions asked, and I am using that ticket for our upcoming trip!

They gained my loyalty after that!

----------------------------------------------------

I am loving hearing you all talk about RPR --I can't wait to stay there. It looks amazing from the pictures!

 

[k&a&c'smom]

jcc0621 - Very good of them to honor the promo ticket, I hope you weren't sick for too long. Tough on vacation!

Wonderful you will finally get to stay at RPR!! I'll bet you ARE looking forward to it, after all that. You will love the resort, it is beautiful.

macraven - How scary to pass out. I'm glad they showed up to take care of you, and you were able to finish your vacation.

We are the opposite to you - we usually book US for 2-4 days first, then WDW. This trip, I think we will do only US, for the first time since our stay in 2001.

 

[jcc0621]

jcc0621 - Very good of them to honor the promo ticket, I hope you weren't sick for too long. Tough on vacation!

Was out of work 3 months. I was lucky though, with my parents living down there, at least I wasn't stuck in a hotel somewhere for the 2 weeks that the doctor wouldn't let me fly!

Wonderful you will finally get to stay at RPR!! I'll bet you ARE looking forward to it, after all that. You will love the resort, it is beautiful.

Yes I am!

 

[jcc0621]

I have to agree, I've done countless WDW surveys, and never got an acknowledgement of any kind. I don't expect a perk, but a thank you email once in a while would be nice!

I understand that Disney probably get more calls (becasue they have more hotels, etc) but that extra personal touch is very hard to come by there.

The same thing happened to me in a way. A while back I booked one night at Royal Pacific for a Monday. With all the new announcements I decided to add an extra day and come in early. I booked the first time online. The second time I called up and got a great person. She walked me through a bunch of various options and I ended up going from a regular room to two nights on Club Level for less (per night) than I originally was paying for my regular room. She gave information on various discounts I might be eligible for and it ended up being a terrific call.

That's great! Do they offer a lot of deals throughout the year? Should I be on the lookout?

Having just gotten back from a 6night/5day universal stay,I was extremely impressed overall with the customer service there.During the booking process ,I had a few issues that had gotten messed up, and not only did they FIX it pronto, they moved me to Portofino Bay in a better room category(club level) for LESS then I was paying originally on a regular room at RPR .Once there, everyone was MORE then friendly ,helpful and prompt.I rang the star services line for extra pillows and commented to the husband, " we will see those pillows 5 hrs from now or not at all"..because I have had those issues with Disney.Within 5 mins, someone was at my door with the pillows and asked if there was anything else I needed.I was so spoiled by my stay, I would not hesitate to stay again.In fact, we are due for Disney this year and we are probably going to skip and go back to universal

I haven't had a lot of problems at DIsney, but those I have were resolved fairly quickly. Well, all except for Magical Express losing my DH's luggage. We got it a day and a half after we arrived

I read your TR too. It really helped getting me hyped up for our trip!

Universal takes comments from guests very seriously.
really.

I love this!

and any specials/promos they currently have or will have soon.
then i book.

Do they put these on their website?

Glad to hear your experience!

 

[macraven]

most of the hotel specials first come to you by email from Loews.
you need to sign up for the free loyalty membership, Loews YouFirst to receive the emails.

the website will have the promos listed.
The Stay More Save More has been on for a long time.
i think it was early dec '11 that the 1/12 thru 1/13 rates were listed.

there are quite a few times that a homie will see a new rate/promo and create a new thread to spread the word here.

always check for info that way.

 

[themeparknut]

I stayed at the RPR last February and had issues printing off my theme park tickets from their computer. They walked me over to their business center, printed the tickets for me, and even gave me a refund for the small amount that I paid to print the tickets.

It was the first time I had stayed on-site at Universal, and will definetely do it again!