Boca Raton Resort & Club, A Waldorf Astoria Resort {US-FL}
Feb 26, 2014, 11:46 pm
#63
Join Date: Jan 2009
Location: AMS
Programs: LH FTL, HH ♢, HGP P, Accor P
Posts: 840
If the property is what you're looking for, there's no availability elsewhere, and they eventually apologize, I'm with the OP. Whether I'd ever stay there again after that stay, is a whole different ball game and would also depend on the treatment at the property.
Feb 27, 2014, 1:29 am
#64
FlyerTalk Evangelist
Join Date: Jun 2008
Location: Florida, the crazy folks state.
Programs: Marriott Titanium Marriott Platinum for life.
Posts: 16,974
Glad it all worked out, but being the devious person I am, if that were me and they did not budge, I would have booked about 20 rooms with cancellable rate and waited till the last hour then canceled.
Why some of the honors properties do crap like this is beyond me.
Why some of the honors properties do crap like this is beyond me.
Feb 27, 2014, 5:53 am
#65
Join Date: Mar 2010
Location: Chicago, IL
Programs: UA 1K 3MM , Marriott Amb, Hyatt D, HH D, Hertz PC
Posts: 851
Feb 27, 2014, 8:34 am
#66
FlyerTalk Evangelist
Join Date: Mar 2008
Location: body: A stone's throw from SFO, mind: SE Asia
Programs: Some of this 'n some of that
Posts: 17,263
The property has made a fact-based decision here. The property may be wrong, but it's not budging. End of story. The property has essentially fired OP as a customer and OP has two simple choices: 1) suck it up and pay up or 2) stay elsewhere.
After the fact, OP can do all the complaining he wants, but clearly nothing is moving the needle with the property.
After the fact, OP can do all the complaining he wants, but clearly nothing is moving the needle with the property.
Feb 27, 2014, 8:40 am
#67
Join Date: Nov 2002
Location: SEA/YVR/BLI
Programs: UA "Lifetime" Gold, AS MVPG100K, OW Emerald, HH Lifetime Diamond, IC Plat, Marriott Gold, Hertz Gold
Posts: 9,490
So I was tired of explaining the situation over and over again; I had already wasted my morning on the issue. I looked at the confirmation email, there was a general email address for the property. I sent an email explaining the situation, and within thirty minutes, had an apologetic email from the hotel telling me that the rate for the entire week had been reset to $245, per my original reservation last October.
I wrote back and thanked them, saying my confidence in their customer service was restored, but I also reiterated my frustration at hearing a "customer is wrong" tone at every turn when dealing with their staff and staff at hilton reservations.
I wrote back and thanked them, saying my confidence in their customer service was restored, but I also reiterated my frustration at hearing a "customer is wrong" tone at every turn when dealing with their staff and staff at hilton reservations.
Feb 27, 2014, 8:48 am
#68
Suspended
Join Date: Oct 2006
Location: Atherton, CA
Programs: UA 1K, AA EXP; Owner, Green Bay Packers
Posts: 21,690
Feb 27, 2014, 10:10 am
#69
Join Date: Jun 2012
Posts: 102
I am glad that it worked out. I find that most hotels, when presented with facts in a straightforward manner without anger or name-calling, will attempt to make things right for the guest.
Feb 27, 2014, 12:57 pm
#70
Join Date: Jan 2009
Location: L.A.
Programs: USAIR gold, HH diamond, SPG gold
Posts: 270
Does every forum have someone like this? FT would be much more pleasant if the comments were helpful.
I am glad that it worked out. I find that most hotels, when presented with facts in a straightforward manner without anger or name-calling, will attempt to make things right for the guest.
I am glad that it worked out. I find that most hotels, when presented with facts in a straightforward manner without anger or name-calling, will attempt to make things right for the guest.
Feb 27, 2014, 6:07 pm
#71
Moderator: American AAdvantage
Join Date: May 2000
Location: NorCal - SMF area
Programs: AA LT Plat; HH LT Diamond, Maître-plongeur des Muccis
Posts: 62,948
OP, goodonya for persevering ^. Unfortunately, sometimes when a CSR gets into a particular way of looking at things, even if you appeal up the line, the CSR is apt to tell the person appealed to their side of the story, and forcefully. Soon, everyone is looking through the same facet and none of the others. You somehow got someone who had not been tainted and had a better mindset.
My face would look so bad without a nose... enjoy your box (it's mostly self-imposed).
My face would look so bad without a nose... enjoy your box (it's mostly self-imposed).
Feb 27, 2014, 6:37 pm
#72
Join Date: Jul 2000
Location: AC Million Miler & long time SE; StarwoodPlat for 10+ yrs & lifetime Gold; Hilton Honours Diamond; IC Ambassador; AMEX Plat;Avis Presidents Club; Airmiles GOLD; and just about everything else!
Programs: aeroplan & 25+year loyalty
Posts: 3,822
Well done Derek. Experiences like this are just so unnecessary. I must say I have had complaints with HH but never one like you have gone through.
Feb 27, 2014, 7:27 pm
#73
Join Date: Apr 2002
Programs: UAL MM, BA G
Posts: 1,757
Thanks everyone, or almost everyone 
It shows you that the CSRs are human, they get pretty jaded probably with those who do try to scam their properties all the time, and they lose sight of the fact that customers deserve the benefit of the doubt. The problem is so many people try to squeeze everything they can out of corporations, that the staff get sick of it. Well, when you're sick of dealing with customers, you may need to rethink your career choice.
If you can reach someone with a sympathetic ear, and an understanding that a single bad experience outweighs a dozen good ones, things can get set right.
It shows you that the CSRs are human, they get pretty jaded probably with those who do try to scam their properties all the time, and they lose sight of the fact that customers deserve the benefit of the doubt. The problem is so many people try to squeeze everything they can out of corporations, that the staff get sick of it. Well, when you're sick of dealing with customers, you may need to rethink your career choice.
If you can reach someone with a sympathetic ear, and an understanding that a single bad experience outweighs a dozen good ones, things can get set right.
Feb 27, 2014, 8:55 pm
#74
Join Date: Jan 2009
Location: TUL
Programs: AA EXP 2MM; Marriott Titanium; Hilton Diamond; Hyatt Explorist; Vistana 5* Elite; Nat'l Exec Elite
Posts: 6,177
Thanks everyone, or almost everyone
It shows you that the CSRs are human, they get pretty jaded probably with those who do try to scam their properties all the time, and they lose sight of the fact that customers deserve the benefit of the doubt. The problem is so many people try to squeeze everything they can out of corporations, that the staff get sick of it. Well, when you're sick of dealing with customers, you may need to rethink your career choice.
If you can reach someone with a sympathetic ear, and an understanding that a single bad experience outweighs a dozen good ones, things can get set right.
It shows you that the CSRs are human, they get pretty jaded probably with those who do try to scam their properties all the time, and they lose sight of the fact that customers deserve the benefit of the doubt. The problem is so many people try to squeeze everything they can out of corporations, that the staff get sick of it. Well, when you're sick of dealing with customers, you may need to rethink your career choice.
If you can reach someone with a sympathetic ear, and an understanding that a single bad experience outweighs a dozen good ones, things can get set right.
Mar 1, 2014, 12:36 pm
#75
Ambassador: LATAM
Join Date: Aug 2010
Location: PNA
Programs: BAEC Silver
Posts: 4,648
Did anyone get to the bottom of exactly how the staff at the hotel thought that the OP was scamming them or gaming the system?
The put rates on a public website and a member of the public buys hotel room nights at those rates. I would have been pushing for an explanation of exactly what I was doing wrong.
The put rates on a public website and a member of the public buys hotel room nights at those rates. I would have been pushing for an explanation of exactly what I was doing wrong.