Positive Resolution for Furious - Room Rate Change
Jan 30, 2023 10:18:57 GMT -5
dvcjanine likes this
Post by MinnieMom on Jan 30, 2023 10:18:57 GMT -5
I am typing this because to channel anger. I am furious. I've been enjoying a great stay at Homewood Suites in Flamingo Crossings. It has been a fantastic combination of productive for work and play in the parks as a solo trip. In fact, I stopped by the front desk on Saturday to ask about extending the visit by two days. The front desk attendant, whose name I did not get, confirmed availability and stated the rate would be the same. I asked to confirm and she again said the same rate. She also added that if my plans changed, I could always check out early with no issue. I went ahead and extended the reservation the two nights.
This morning, I got up and got ready to go to Animal Kingdom. I stopped for breakfast then brought it back to my room. My key card didn't work. So I tried to get a digital key on the app. When I tried, I noticed the room rate. It had gone up over $100 per night for the last night. Irritated, I left breakfast by the door and went to the desk to get that fixed. Alex, the front desk attendant, made a new room key for me. When I explained the problem with the rate, he looked up the room rates. I didn't recall the exact rate, but knew it was close to $150 per night. He showed instead each night at over $200. I said that can't possibly be right; that's the rate at which I'd book Disney Springs or a onsite room. He simply looked at me. I said I'll get my paperwork and address the issue when I had my documentation but I wasn't staying at over $100 per night over the quoted rate. He said ok. I asked for a late checkout today as I would have to unexpectedly pack and completely change my plans. He said I could have till 12:30.
I went back to the room to start packing. Then my brain kicked in. I pulled up the email reservation.
Jan 27 - Jan 28: $143.30
Jan 28 0 Jan 29: $148.38
I took a screen shot and a deep breathe. Then I called the front desk. No answer. Then I tried again from my cell phone. No answer. Then I went back down to front desk in person. Three people on the front desk, all tied up with trying to fix different guest problems. I waited. When it was my turn, the same guy asked how he could help. I asked for a print out of my room rates.
Jan 27 - Jan 28: $185.17
Jan 28 - Jan 29: $203.78
Jan 29 - Jan 30: $203.78
Jan 30 - Jan 31: $203.78
I said I would need to speak to a manager because the rates shown were different that those on my confirmation. I was visibly upset at that point. The housekeeping manager stepped over and offered me tissue. She didn't know what the problem was, but saw an upset guest in the lobby and tried to help. When I got it together enough to say the problem was a difference in room rates, she got the assistant manager off the phone call she was holding to talk to me. I handed her the rate sheet and my phone with the email pulled up. She saw the problem immediately. After some discussion, she offered to change the rate for the four nights to the first night rate of my confirmation. I remained unhappy. She then offered to comp one of the nights. I didn't understand what she actually meant and also wanted to get some documentation at that point. So I asked her to print an updated rate sheet for me. She did and it shows one night comped as a service recovery fee. I said thank you and took the paperwork back to the room.
However, as I look at it now, it is still not right. The rate changed is higher on every night than the rate quoted. Ignoring taxes and fees to keep the math simple, the total for the four nights based on the confirmation email price should have been ~$587. The total before the comped night shows ~$794. That's a difference of $206, again excluding taxes/fees.
The actual amount the current receipt shows for the four nights after adjustments is $483.63.
I give the housekeeping manager props for recognizing that I was upset and doing her best to help. I give the assistant manager some credit for recognizing a potential problem and doing her best to make it go away quickly with a guest recovery comp.
None of this addresses the biggest issue for me. That issue is lack of trust. I've been hhonors diamond with Hilton for years. This is the first time I've noticed a problem with hotel changing rates after I've confirmed a reservation. Setting aside a real legal question around the room rate change, now I have to ask why I'm loyal to this brand. If they can't get the room rate right or if I can't trust it when I book with them, why would I ever stay at this chain again?
This morning, I got up and got ready to go to Animal Kingdom. I stopped for breakfast then brought it back to my room. My key card didn't work. So I tried to get a digital key on the app. When I tried, I noticed the room rate. It had gone up over $100 per night for the last night. Irritated, I left breakfast by the door and went to the desk to get that fixed. Alex, the front desk attendant, made a new room key for me. When I explained the problem with the rate, he looked up the room rates. I didn't recall the exact rate, but knew it was close to $150 per night. He showed instead each night at over $200. I said that can't possibly be right; that's the rate at which I'd book Disney Springs or a onsite room. He simply looked at me. I said I'll get my paperwork and address the issue when I had my documentation but I wasn't staying at over $100 per night over the quoted rate. He said ok. I asked for a late checkout today as I would have to unexpectedly pack and completely change my plans. He said I could have till 12:30.
I went back to the room to start packing. Then my brain kicked in. I pulled up the email reservation.
Jan 27 - Jan 28: $143.30
Jan 28 0 Jan 29: $148.38
I took a screen shot and a deep breathe. Then I called the front desk. No answer. Then I tried again from my cell phone. No answer. Then I went back down to front desk in person. Three people on the front desk, all tied up with trying to fix different guest problems. I waited. When it was my turn, the same guy asked how he could help. I asked for a print out of my room rates.
Jan 27 - Jan 28: $185.17
Jan 28 - Jan 29: $203.78
Jan 29 - Jan 30: $203.78
Jan 30 - Jan 31: $203.78
I said I would need to speak to a manager because the rates shown were different that those on my confirmation. I was visibly upset at that point. The housekeeping manager stepped over and offered me tissue. She didn't know what the problem was, but saw an upset guest in the lobby and tried to help. When I got it together enough to say the problem was a difference in room rates, she got the assistant manager off the phone call she was holding to talk to me. I handed her the rate sheet and my phone with the email pulled up. She saw the problem immediately. After some discussion, she offered to change the rate for the four nights to the first night rate of my confirmation. I remained unhappy. She then offered to comp one of the nights. I didn't understand what she actually meant and also wanted to get some documentation at that point. So I asked her to print an updated rate sheet for me. She did and it shows one night comped as a service recovery fee. I said thank you and took the paperwork back to the room.
However, as I look at it now, it is still not right. The rate changed is higher on every night than the rate quoted. Ignoring taxes and fees to keep the math simple, the total for the four nights based on the confirmation email price should have been ~$587. The total before the comped night shows ~$794. That's a difference of $206, again excluding taxes/fees.
The actual amount the current receipt shows for the four nights after adjustments is $483.63.
I give the housekeeping manager props for recognizing that I was upset and doing her best to help. I give the assistant manager some credit for recognizing a potential problem and doing her best to make it go away quickly with a guest recovery comp.
None of this addresses the biggest issue for me. That issue is lack of trust. I've been hhonors diamond with Hilton for years. This is the first time I've noticed a problem with hotel changing rates after I've confirmed a reservation. Setting aside a real legal question around the room rate change, now I have to ask why I'm loyal to this brand. If they can't get the room rate right or if I can't trust it when I book with them, why would I ever stay at this chain again?
