Not impressed with Customer Service

[captainkidd]

Quick background. We had initially booked the Hard Rock Hotel for 7 nights for next August. Then we found out we'd need 2 rooms. So, we decided to downgrade to Royal Pacific to save some money. I can get past the fact that Universal can't switch the money paid on 1 reservation to another hotel, however it has now been 4 days, and the money still hasn't been refunded yet. Disney has always refunded money for us within 2 days. Plus, we had some bad service this month at Royal Pacific. I filled out a survey they sent me and was honest about our stay. They were nice enough to reply offering me a free 1 night stay. So, when I called to book the RPR, I was told by reservations I'd need to speak to the assistant GM of the hotel. I called her on Monday, and she was very nice. She sent an email explaining that she had made the reservation, but it's totally confusing. We can't pay it off until we arrive, and she was unable to give me a total. So, I replied to her email Monday night asking for some clarification, and I still have not heard back yet.

Universal could learn a thing or 2 from Disney's way of booking. You book your hotel, and you can pay any or all of it whenever you want. Universal has to send you a CC authorization form, makes you copy the front and back of your license and CC, then fill the form out, and fax it back.

I'm getting frustrated to the point where if I don't hear anything today, I'm just gonna forget about going to Universal next year all together, and just do Disney. Disney can be a pain too, but nothing is ever as convoluted as this is.

 

[desertrat]

Quick background. We had initially booked the Hard Rock Hotel for 7 nights for next August. Then we found out we'd need 2 rooms. So, we decided to downgrade to Royal Pacific to save some money. I can get past the fact that Universal can't switch the money paid on 1 reservation to another hotel, however it has now been 4 days, and the money still hasn't been refunded yet. Disney has always refunded money for us within 2 days. Plus, we had some bad service this month at Royal Pacific. I filled out a survey they sent me and was honest about our stay. They were nice enough to reply offering me a free 1 night stay. So, when I called to book the RPR, I was told by reservations I'd need to speak to the assistant GM of the hotel. I called her on Monday, and she was very nice. She sent an email explaining that she had made the reservation, but it's totally confusing. We can't pay it off until we arrive, and she was unable to give me a total. So, I replied to her email Monday night asking for some clarification, and I still have not heard back yet.

Universal could learn a thing or 2 from Disney's way of booking. You book your hotel, and you can pay any or all of it whenever you want. Universal has to send you a CC authorization form, makes you copy the front and back of your license and CC, then fill the form out, and fax it back.

I'm getting frustrated to the point where if I don't hear anything today, I'm just gonna forget about going to Universal next year all together, and just do Disney. Disney can be a pain too, but nothing is ever as convoluted as this is.

A room only at disney is the same policy. Isin't it? Where do you travel that you always pay for your room ahead of time. It's normally just a cc guarantee. A disney or Universal package must be paid ahead of time. I don't get why not being able to pay for your room ahead of time would be a deal breaker. If you have the money before you leave you should have it when you get back. Maybe they figure if you haven't purchased the unrefundable tickets with your hotel room that travelers are more likely to cx at last minute, and don't want to have to have to refund large amounts of money constantly.

 

[Master Yoda]

A room only at disney is the same policy. Isin't it? Where do you travel that you always pay for your room ahead of time. It's normally just a cc guarantee. A disney or Universal package must be paid ahead of time. I don't get why not being able to pay for your room ahead of time would be a deal breaker. If you have the money before you leave you should have it when you get back. Maybe they figure if you haven't purchased the unrefundable tickets with your hotel room that travelers are more likely to cx at last minute, and don't want to have to have to refund large amounts of money constantly.

Yes and no. The deposit for a room only at Disney is one nights stay and while the balance is not due until arrival, it can be paid off at any time.

 

[captainkidd]

Yoda is correct. And that policy isn't the real deal breaker for me. It's the lack of response and the length of time for the refund.

 

[Master Yoda]

Yoda is correct. And that policy isn't the real deal breaker for me. It's the lack of response and the length of time for the refund.

Have you checked with your CC company to confirm if they have or have not received the credit from Universal? Once Disney, Universal or anyone issues a credit it is out of their hands. Actually crediting it to your account is up to your CC company and some can take up to two billing cycles to do so. It is rare but it does happen.

 

[Spideyfreak110]

Hmm... I think I know the source of the confusion. It all has to do with the fact that Universal does NOT run the hotels. That's why they can't switch payments.

 

[captainkidd]

Day 6, no refund. Bank has no record yet.

 

[DisneyJoe]

Day 6, no refund. Bank has no record yet.

Patience.

MOST hotels are known to take weeks to process refunds. You're spoiled by Disney's quick turn around. Even Disney sometimes can take time to process these transactions. Their standard disclaimer to me is that it can take 1 to 2 billing cycles for refunds to show back on a client's credit card.

 

[captainkidd]

I thought it would be quicker since I used a debit card linked to my checking. I don't have an issue with it taking longer. I just don't like when they say one thing, and it doesn't happen. It's bad business. If I tell a customer they'll have their shipment in 2-5 days, it better be there by then.

 

[bayoubelle]

Have you called Loew's reservations again to check? I've always received my refunds from Loew's w/in a few hours-much quicker than WDW.

 

[captainkidd]

Have you called Loew's reservations again to check? I've always received my refunds from Loew's w/in a few hours-much quicker than WDW.

Called Universal and they were no help.

Day 7 - Still nothing.

 

[maxairmike]

Try calling Loew's, not Universal. Can you check your balance on the new reservation? Perhaps they managed to apply the refund to the new reservation?

 

[captainkidd]

Got a call back. They hadn't issued the credit yet. She said she would do it today, but it would take 3-5 days to appear on my statement.

 

[crazydaveh]

Doing it with a debit card that acts like a VISA or MC always takes longer. It's different with the bank setup since it's a checking account and not a credit account.

Also, it's NOT Universal! It's Loews Hotels! Loews manages them, NOT Universal!

 

[captainkidd]

Doing it with a debit card that acts like a VISA or MC always takes longer. It's different with the bank setup since it's a checking account and not a credit account.

Also, it's NOT Universal! It's Loews Hotels! Loews manages them, NOT Universal!

Settle down Beavis.