Loews Royal Pacific Hotel - Very Disappointing
Hotel Stay for 2013 Family Vacation - Complaint
FLORIDA -- I had a surprisingly bad time of it with our stay at the Loews Royal Pacific in Orlando Florida. This is our second time staying at the hotel. After having stayed previously without any incidents, this time around it was as if there was a bulls-eye on my forehead. We paid for 12 nights on the Club Level (an exclusive floor needing a key card to get to it). This was to be an extravagant vacation as we have not taken on four years preparing for this one.
Two weeks before arriving I called TWICE to confirm that we would at least be able to drop off our bags in the room and get changed so we could go over to the parks. Upon arrival we were told "absolutely not" but our room would be ready soon. This was 11:00 am. We waited until 4:30 pm, watching others arrive and wait 15 minutes to get their room. Finally, I said enough was enough and spoke to Angela at the front counter who should not be working with customers. She informed me that "since my room was so desirable, it takes longer to get ready". I asked her if what she just said made ANY sense at all. Nothing. The gentleman next to her, who mind you was assisting a customer already, told her to call housekeeping. She didn't. He dialled the phone for her and handed the receiver to her. Housekeeping told her it would be ready in 10 minutes. Over right?
We go up to the 7th floor only to find out our room in on the 6th floor. Huh? Anyone can push the button for 6. The view was of a highway. Now, I'm not a rich guy, and this vacation was pulling out a lot of stops to make it happen. I got my travel agent involved and was told that they "changed" their policy to not include the 6th and 7th floor as club level. Pushing further, they said they could have a 7th floor room for us the next day. They would take care of moving everything and have it changed first thing. Once it was changed, they would call us. We went to the park finally and waited for the call. And waited. And waited. James who is the General Manager here instructed his staff to make it happen and contact us around 8 am. By 6 pm we again had to call to overhear the person on the phone ask someone else who said "oh, yeah, I guess we forgot to call them".
This is when I finally got angry. I'm on vacation and believe me all I wanted to do was relax. So I asked for a manager. I spoke with Jeff, one of the managers and explained everything which had transpired in his office, because I didn't want to talk in front of his other customers. No reason to air dirty laundry in public. We had a nice long conversation, he was very apologetic and we came to an agreement of a hundred dollar credit to our account and he was going to check with James regarding having our two poolside cabana days complimentary which equates to $100 for each day. So, I'm asking for $300 back on the $9000 I've spend on this trip. A 3% return on my aggravation.
After waiting to hear from anyone for a week, and having paid for the first cabana on July 4th because no one was in to speak with, I finally went to them on July 5th to ask what was happening. I received a phone call to our room later stating that they would not pay for the cabanas.
This will be the last money Loews will see from this "You First Rewards Member". Truly embarrasssing for this hotel. I have hundreds of other hotels to choose from in Orlando, and it will be one of them. Learn something from Disney. The customer actually is put first, not just some rhetoric from a marketing campaign.