[E&B's Mom]

We have has ressies for the Renaissance at Sea World for about 10 months at a rate of $169/night for club level (group rate) checking in on August 9th and out on the 14th. I have noticed on-line that I could get a pre-paid AAA rate at $159/night, but held off for 2 reasons – it was non-refundable, and I didn’t want to pay so far in advance.

Well last week my credit card statement closed, and I changed the reservation to this rate because whether I pay now or at check-out it is all the same bill now. So, I called Saturday, and after looking for a few minutes the reservation clerk found the rate (which was actually $159/night for 4 nights and $129/night for the last night) , and changed my reservation. He said payment was due within 5 days (that would be Thursday) and I asked if he could put it on my card (I should also mention I have a different credit card # than I did when I originally made the reservation 10 months ago). He said he couldn’t do that over the phone, but faxed me a credit card authorization form, which I filled out and faxed back to the front desk as directed.

Yesterday morning I checked my reservation on-line and it had the new rate, but my old CC#. I called and the front desk verified they had received the form, but would not charge the card until I checked out. Worried about them canceling my reservation if it wasn’t pre-paid by Thursday I called reservations, and they took the new CC# but said it was up to the front desk to process it, and if they had the form I should be all set. I checked again on-line and my reservation showed the new rate and my correct CC#. I should have printed this up, because they never sent an e-mail confirming the new rate, but I didn’t think of it.

Well, I got home yesterday and there was a message on the machine from someone in the Accounting office at the Renaissance telling me that the rate is a pre-paid rate and my card had been declined. I called her and she was using the old # and trying to give me the old group rate of $169/night. She had no record of the new rate. I got on-line and checked my ressie # immediately, and it wouldn’t come up at all!!! The system said that the name didn’t match. I got slightly upset at the confusion, and started the whole story with her from the beginning, and she said she would change the reservation (same ressie#) to the new rate and still guarantee me a non-smoking room. She then read everything off to me with a $129/night rate for club level for all 5 nights. I didn’t argue about that, but I was in a rush to get my daughter off to dance and told the woman I would be checking the reservation on-line later.

When I got back, I looked on-line, and again Marriott.com is telling me the ressie# and name don’t match. I called the Renaissance, and the Accounting dept was closed by then, but relayed my story to a front desk clerk, who checked her system and saw us at 1 night for $129/night. I freaked out, and said I knew it wasn’t her fault, but this had to be straightened out, that it should not be this hard, that all this happened when I tried to pay in advance, and I didn’t want to show up and be sleeping in their lobby for 4 nights etc. She transferred me to the front desk manager who said the reservation was for 5 nights at $129/night club-level non-smoking, and he did not know why she had told me one night, and did not know why it wasn’t showing up on-line for me. He said something about it being in that hotel’s reservations system (as opposed to the chain). I asked him to e-mail me a confirmation, but all he could do was send a note with his own renaissance hotels address, not an official Marriott confirmation.

I love this new rate I think I got by mistake, but my ressie still doesn’t show up on-line and I’m nervous that with just this e-mail they will think I made it all up. I plan on calling the woman in the accounting dept again today, but it’s making me really worried I’ll be sleeping in their lobby.

[MJD]

Something like that happen to us in the past. We always try to take care of everything first time around. At one point we had two reservations. OMG! I told my DW after setting the the dates and the rooms to leave it alone. Even if you save $100.00, you get another $100.00 in aggrevation. When we get to the resort is when we talk to them, it always works out better face to face.

Hope everything turns out OK. You guys must be so excited. I wish I was going so soon.

MJD

[CaribBeachNut]

Originally Posted by MJD

Something like that happen to us in the past. We always try to take care of everything first time around. At one point we had two reservations. OMG! I told my DW after setting the the dates and the rooms to leave it alone. Even if you save $100.00, you get another $100.00 in aggrevation. When we get to the resort is when we talk to them, it always works out better face to face.

Hope everything turns out OK. You guys must be so excited. I wish I was going so soon.

MJD

I agree. Talk to them face to face when you get there.

[E&B's Mom]

I'm a pretty good debater, which is why I'm not worried about getting the rate. WHat I'm worried about is the ressie being cancelled and us having no room when we get there.

[lovemysons]

OH, gosh, I know how worried you must be. These are the kinds of things that keep me awake at night. I would probably just keep calling, make sure you have confirmation numbers, and names of people you spoke to. I am sure it will all work out, but I totally understand being worried!

[disneyguy]

I would make sure I write down the names of the people you talk to... especially the manager.