Loews Hotels

[AaronX]

Hello,

My name is Aaron Myers. I currently have reservations with Hard Rock Hotel at Universal Studios. I booked these reservations thru Universal Studios. As most of you know, this resort is located on the Universal Studios property, and has some partnership with Universal Studios.

They ask you to book with Universal Studios and try to tell everything to book their full vacation on Universal Studios Vacations (http://www.univacations.com). Once you make this reservation and tell Universal that you want to add your Loews number, that say that they will add it. I'm not 100% sure that its even there.

I understand that other people have had problems in the past with Universal Studios, and Loews First. Universal Studios Vacations says that it can be added to the account, and then Loews says that it cannot be added to the account because I booked with Universal Studios (which is where the property is located, there for you would think that they had some type of partnership, and would honor awards.)

Does anyone know what I can do? Has this happend to any of you? - Below is the e-mail reply that I received from Universal:

Hello,
Thank you for selecting Universal Parks & Resorts Vacations. If you booked the Stay and PLay packjage, you will need to e-mail us your Loew's number. We will add your Loew's number to your reservation, and if at the time of your check in the hotel has a room upgrade available they will give it to you.

Bethena
Internet Specialist
Universal Park and Resort Vacations
Phone: 1-800-711-0080
E-mail: reservations@universalorlando.com
www.univacations.com

Revenge of the Mummy(sm)
A Psychological Trill Ride
The wraps come off Spring 2004 at Universal Studios (r).

Below is the e-mail reply that I received from the Loews Hotel Group:

Hello Mr. Myers,

I found your reservation coming in July. The confirmation number is XXXXXXX and is under the name of XXXXXXXXXXX. I see that you booke your reservation thru Universal under a package. To qualify for the Loews benefits you must book thru them and pay a qualifying Loews rate. I hope I have answered your questions and if you need to make any changes to your reservation please refer to this number when calling the hotel.

Thank you for your business and we look forward to your visit in July.


~~~~~~~~~~~~~~~~
Tina De Leon
Admin Assist to
Rooms Division Director
Hard Rock Hotel
Phone: 407-503-2005
Fax: 407-503-2010
tdeleon@loewshotels.com

A few hours after I received this e-mail:

Hello again,

I did come across a form here that states Loews members are entitled to a comp upgrade at the time of check in. I show that you have a garden view booked, so at check in you can request if avilable to be upgrade to a pool view room. Can you let me know what your membership number is and status so that I may put this information on your account.

Thank you so much

~~~~~~~~~~~~~~~~
Tina De Leon
Admin Assist to
Rooms Division Director
Hard Rock Hotel
Phone: 407-503-2005
Fax: 407-503-2010
tdeleon@loewshotels.com

Then of course I replied to this e-mail with all of my information, and then I get e-mail later that said something like this "I'm alittle confused as to the rewards you are inquiring about" like she had no clue what was going on. I'm sorry, but that isn't much for support. I'm already pissed off, and I haven't set foot in the hotel yet. Sorry for it being so long, I have so much to say -- its helping me vent though!

 

[damo]

You are only eligible for the Loews benefits if you book rack rate or AAA rate. If you book with the annual pass discount or fan club discount, etc. you are not eligible for the Loews benefits.

Sometimes, however, depending on who is serving you, you will still get the welcome gift and if there is a lot of vacancy, they will offer you an upgrade.

Perhaps she was confused as to whether you were inquiring about an upgrade or the welcome gift or the free exercise room benefits or the air miles.

 

[AaronX]

Alright, well.. What I don't understand is why are the Univeral People telling everyone that you can recieve these benefits, if you really can't?

 

[damo]

Where did you read that. Perhaps if you can show me the link I can help to explain.

 

[damo]

Are you perhaps confusing the front of the line benefit (that everyone who stays onsite receives) with the Loews benefits (welcome gift that only Loews first members receive)?

Did you book the stay and play package? That package does give you Loews First benefits. The first replay e-mail doesn't say whether you booked the stay and play package or not but does say that if you did, you are eligible.

If you booked a different package it may not give Loews first benefits.

 

[AaronX]

Look up in my orignal post from the people at Universal. It states that they need my Loews First number so they can apply it.

 

[damo]

No, it states that if you booked the Stay and Play package, then you are eligible. Is that the package that you booked?

 

[AaronX]

No, I'm not confused. I'm talking about Loews First, and I'm a current member. This post is about getting the welcome gift/upgrade/fitness center/etc.

 

[AaronX]

Yes, I booked the "Stay and Play" package. The thing is that the people at Universal Vacations say that I get the rewards -- The people at Loews say that I don't get the rewards.

 

[damo]

I would contact Universal Vacations and tell them what Loews said. If Loews doesn't give the benefits with the Stay and Play package, then Universal Vacations should not be offering it.

Loews doesn't usually give benefits with packages but maybe this one is an exception. E-mail or call Universal Vacations and take it up with them.

You could also call the 1-800 Loews number and ask them if the Stay and Play packages give the Loews First benefits.

I know in the past, when I have made reservations directly with Loews, I have been told that only rack rate and AAA are eligible for the benefits.

You are right that Universal Vacations shouldn't be offering things that aren't true!!! After all, Universal does not own these hotels and can't make the rules.

 

[AaronX]

Well, they didn't "offer" it. What I did was I e-mailed them asking if I could apply my Loews First number to my account/trip, and the first e-mail is what they replied back with. Then to confirm I e-mailed the Loews people and they acted like they had no clue.

 

[AaronX]

Well, yes they do not own them. They are located on their property though, and they have the right to alter reservations, therefore -- I'm guessing they can apply loews membership numbers. I have the e-mails printed out from each place, its just like "well, which one should I believe?"

 

[damo]

Well, Universal can offer deals ( and they do) but they can't offer Loews benefits. Only Loews can offer Loews benefits.

I would believe the Loews e-mail but this is what I would do. Upon arrival give them your Loews number. You may get the welcome gift, you may not.

If you go to the Loews first site you will see this disclaimer at the bottom of the page. Benefits are only available for qualified stays.

"A qualified stay is any published rate. Group, negotiated, third party and advanced purchase rates do not apply. Not valid with any other discount program, coupon, complimentary or promotional offer."

 

[AaronX]

Right, but Loews also offered the upgrade. This is stated in the 3rd e-mail. Which makes me believe that no one really knows what is going on. Would you e-mail them and see what they tell you?

 

[AaronX]

You'd think that they would work together, and not be a "third-party" as stated. I'm not sure.. When I get there, I'm going to get in the Loews First Check-In.

 

[damo]

I will try e-mailing Loews directly instead of the hotel. The hotel doesn't usually know all the ins and outs. That is why there are so many discrepancies. I don't think that the hotel really cares one way or another and will offer anything if the hotel has lots of space.

Loews, itself, is trying to get people not to use the discounts but use the higher rates and then get the welcome gift (which is worth all of about $10) and possibly an upgrade. I can understand their plan.

I'll let you know what response I get!

 

[AaronX]

What is your e-mail address? E-mail me (aaronmyers@bellsouth.net) or PM me your e-mail address. Thanks for this.

 

[AaronX]

Sorry, this just bothers me not knowing that is going to come of it. I'm really not sure how it will work -- you know if they didn't want to give us the rewards -- then cancel the program. Don't sit here and fight over if I get rewards or not, right?

 

[damo]

They want you to pay the big bucks for a room and then they will offer the rewards. If you are getting a heavily discounted room, they don't think you should be getting the benefits that others had to pay the big bucks for.

In my opinion, the Loews benefits aren't worth worrying about. If you are getting a really good deal, then you should be happy with that.

We've stayed at the Universal resorts many, many times and have only gotten the welcome gift twice. It doesn't really matter anymore. I would rather book with the cheaper rate and forego the welcome gift.

 

[AaronX]

Well, I'd like the chance at the free room upgrade. Also, I'd like to use the Fitness center for free. I mean -- I know it isn't that important, but I just want them to know that people are confused.