I attended an event on Friday at the Loew’s Royal Pacific Resort at Universal Studios in Orlando. I parked for a few hours, and when I left, I entered my credit card for the parking lot, and when I pulled the receipt, I was very surprised to find I had been charged $47.92. The equivalent of finding you are paying $5.70 a gallon for gas, I called the next business day to talk with the staff there, and they directed me to a very nice young man in parking who apologized for the mistake but said he would be happy to correct if I gave him my credit card number so they could match it up and issue the proper refund of $47.92.
Imagine my surprise when I gave it a day, checked on my credit card account, only to find they had indeed charged me $6.39 (the correct amount) but still no refund for the $47.92.
So I called again, and after several minutes of waiting on hold while they told me about the fabulous vacation that would await me at any of the Loew’s resorts. Finally because my business means so much to them, a manager got on the phone and assured me that I would be receiving the credit but the system that charges is not the same one that credits, so expect to see the erroneous charge credited back to my account in a few days. “Could you send me something in writing to that effect?” “No, but expect that charge to be credited back soon, and sorry for your inconvenience.”
Let me tell you something, Loew’s Pacific, that 7 minute ad for all your resorts just started making me madder and madder because it is clear that your “systems” that take money erroneously immediately, and return it grudgingly and slowly, is not appreciated. I am pretty sure Loew’s is not the only company that has this oh-so-slow refund policy, but am appalled that they charge so quickly, but refund….very….slowly. I will now be checking daily…and posting to update all of you when they do make it right. But this certainly leaves a bad taste in my mouth about their “system” and their company.
This as opposed to the Rosen Shingle Creek Hotel. We stayed there for a night during the Florida Realtors convention and got extraordinary service, dining, everyone went out of their way to make our stay enjoyable. My wife was so impressed she sent a letter praising one chef in particular who went out of her way to have a dining experience that was A+. She did not expect anything in return, but a few days later, Harris Rosen himself sent a personal letter of thanks to appreciate the comments and assure her that was exactly the kind of experience they want to create each and every day.
Wow! The contrast between extraordinary and inexcusable is pretty vast. Two hotels…same city…one is an A+ experience we will be repeating, and one, well, let’s just say if there was a rating lower than F, Loew’s would have “earned” it.
Little things do make a difference, and I am convinced that the way of judging between companies providing service is not so difficult because excellence is a way of life and training for some…and for many, they apparently do not have any reason to WANT to do better, because they are furiously buying each other up in the effort to create a monopoly.
As always, your thoughts are encouraged.