Anyone ever had "room downgrade" at property?

[julian f]

I've actually emailed my concern to customer service but just wanted some feedback from those of you out there who have more experience with LL packages.



I'm the winner of a package including the Luxury Suite with butler service, breakfast made by butler, high tea, etc. When looking on the property site, the type of suite this would be would be the Butler Floor suite as per the site. It is identical to the services offered in the auction. Word for word. I even emailed the property using the terminology used in the auction and they came back to me with availability on the "butler floor" in the suite.



After winning the auction, I mailed the hotel with the information and they confirmed a business floor suite - not butler floor. Going back to the site, I realised it was one "step" lower. When writing to the hotel, they basically told me I'd stay in the business but would be given access to the "butler". Sounds like I'm getting cheated out of the class room I'm supposed to be in.



Anyone else had this experience? How did you handle it?



Just as an aside: LL didn't use the specific name of the room as the hotel did in the auction (for example: instead of Presidential Suite - name of suite - they used Luxury Bosphorus Suite with Butler service). I've also seen another package up on LL for this property and they advertise a Junior Suite - which sounds like the one we are getting versus the one we should have gotten.

[10CaratBlue]

Here's a legitimate concern: fair advertising and recourse for the consumer. I'm paying attention to what you're saying, and please tell the property you've posted it on our site and at least one person wants you to name names...we should have a watchdog section for foul players. I mean do they think we have no community and that word won't get around? Pass the word.

[francineM]

Hi - Yes, I have been downgraded at a property. I tried to book a room from the day I won the bid throughthe eight months following and they never had the room type available as indicated in the auction. I was told by the own they only had one room designated for LL bids. I can not believe they had that many LLcustomers booked over 8 months. They offered me what they called an upgrade for an additional $51 per night, but when I went to the hotel sight it was actually a down grade room (I did not take it). When I finally did get a date and got to the hotel to my downgraded room, I was told I had to move to another room on my third night since the room they putus in the first two nights was previously booked on my third night. Long story short, it was not a good experience and we left after night two instead of packing up and moving to another room.



In addition, when I was checking out there was a couple paying their bill infront of me, also complaining about their accommadations. Guess what, they also were there on their LL downgrade package.



I have booked numerous packages with LL and have had the best experiences at all but this last one. I would like to also see a section on customer comments about properties. If there are negative aspects I would like to know before I bid.

[julian f]

I'm actually back from visiting the property and I had a fantastic experience. I was in a suite (as promised) but not on the floor - just had all the same services. Given francineM's experience, I think it might be wise to set something up. When confirming, the property takes responsibility to confirming availability as well - and we've paid up front so once they book us, they shouldn't have the opportunity to move us.



What would be more helpful is that LL specifically states the name of the room (as it appears on the hotel site or as the hotel calls it itself) to avoid confusion on the part of the consumer. It would also be helpful if the users would name the properties, so that properties could also be pulled should they not follow through on the promise.



We stayed at the Conrad Istanbul and although I was worred in the beginning (per the first message), it was an absolute 5 star experience. I never felt I was on a discounted package and it was a great experience. FrancineM's sounds like a nightmare - I don't know if I would even allow them to move me, I can't imagine the feeling of having your holiday ruined like that.

[lippincottfarm]

FrancineM, Please please name this hotel. Along with the good should come the bad. I have no desire to pay for a bad experience. You will do us all a favor by stating your experience. If someone disagrees, then they can post their opposite experience.

[omegaet]

LuxuryLink has been very proactive in taking corrective steps with problem properties. We think it is our responsibility as community membersto report "names" and outline "specifics" regarding anything less than what is advertisedin the offerings. LL_Customer_Service and LL_Moderators have expressed, in other community threads,a willingness and desire to take corrective steps when properly informed of problems.