Nice place but management has problems
Posted Apr 3, 2017
Booked a package flights+hotel deal through Travelocity to stay at the Caribe Royale Resort in Orlando and overall the hotel was adequate, although their ability to deal with booking problems was basically non-existent. Travelocity listed my wife's name as the contact person for the hotel stay, just because her name was first in order of the airline ticket purchases. However, the entire booking was under my name and was posted to my credit card. The problem arose when I attempted to check into the hotel, without my wife and son, because I was down earlier for a business engagement. The Management at the Caribe Royale refused unless Travelocity sent them a Fax (not a phone call or email or some sort of direct computer billing system) stating that I was also on the booking. This took almost 3 hours to resolve because the Travelocity operator was in India and they needed to contact someone else in the USA to send the fax to this hotel in Orlando. Ironically, the entire booking was on my credit card, and our entire family has the same last name (very uncommon last name). The fault here lies in the fact that the Caribe Royale enters into these agreements for package deals yet they have no system of direct communication with the parent agency. So, if there is a problem you are on your own with an operator in the middle of the night from India. Of course the hotel says this is all for security reasons and somehow only a fax is safe? Most Frustrating.