Missing item from hotel room. No sign of management. Advice

[nibbl3s]

Update.

Called corporate today. A formal complaint was lodged when I reached out to them on twitter. They have 20 hrs left to respond. She was even surprised no one has reached out to me

Called the hotel again. Of course, no management was in. I was redirected out the supervisor of house keeping. She was very understanding, but could not help as she only worked weekends. She did let in that the other person who file a complaint is on the same floor.

She did, however, provide the only semblance of customer service and phoned me after she checked around lost and found. Even though i knew it would be futile, I appreciate the effort at this stage.

Will continue to update.

[Johny]

hi op. report the theft to the police.

[Abdullah71601]

Originally Posted by Johny

hi op. report the theft to the police.

This is the right answer.

In the future... Call the front desk to see if it was a "mistake". If you don't have it back in 30 minutes file a police report. Send a copy of the police report to their corporate customer service and post the theft on trip advisor (mentioning the police report).

If they are stealing from you, they are stealing from others. The best way to correct the problem is to force management to recognize there is a safety and security issue. A police report forces the issue.

[LuminousMaximus]

Someone went into your room, and they should have used a Key Card, and there should be a record of who went in. I would ask to have that person account to why they were in your room...

It's really not the stolen Item, as it is the Trust you will not have every time you have to stay there in the future...

[nibbl3s]

Originally Posted by LuminousMaximus

Someone went into your room, and they should have used a Key Card, and there should be a record of who went in. I would ask to have that person account to why they were in your room...

It's really not the stolen Item, as it is the Trust you will not have every time you have to stay there in the future...

This is exactly it. The response from management at this location is puzzling at least. It looks like upper levels of corporate will be getting involved at this point. I will be sending an email out to all of the execs Monday.

As of today, no response from any one other than corporate telling me I had to wait. That time has nearly expired.

[rudestew]

I left a do not disturb sign and the staff still entered and removed a bunch receipts for food , apple macbook charger and a train ticket all totalling £350 .I was polite and explained i need the receipts to claim the money back , the answer that they gave was to contact the police for a crime reference number so that i could claim the value form my insurance company ?????


TRAVELODGE , HANGER LANE , LONDON.

[830.1]

I always tell people what I'm going to do and tell them they have an opportunity to remedy the situation. At times, I've written my review and asked them to proof read it prior to it being posted. On a side note, all of my wife's jewelry and my watches are insured and the policy covers mysterious disappearances.


Sent from my iPhone using Tapatalk

[youthagainsttt]

Best of luck mate, hope you get a resolution soon

[kneedeep]

TripAdvisor review stating you strongly suspect that an item was stolen from your room while you were gone and that local hotel management was unresponsive to your complaint.

[Abdullah71601]

Originally Posted by kneedeep

TripAdvisor review stating you strongly suspect that an item was stolen from your room while you were gone and that local hotel management was unresponsive to your complaint.

No need to cut them any slack. The item was stolen, not suspected to be stolen. It's walk of shame time for this location.

[Star Ferry]

Originally Posted by Abdullah71601

No need to cut them any slack. The item was stolen, not suspected to be stolen. It's walk of shame time for this location.

I would have shamed them a long time ago. Their staff stole OP's stuff, they have no intention of making OP whole, and they will continue to call it "misplaced" for the sake of minimizing their own liability.

[CamSLC]

As ridiculous as it may sound, Twitter and Facebook are great tools. When you've asked for a conversation with management within a company like SPG with no response the quickest way to corporate is their social media.

Had a similar issue with a local SPG and was amazed how unresponsive they were.

[nibbl3s]

Originally Posted by Star Ferry

I would have shamed them a long time ago. Their staff stole OP's stuff, they have no intention of making OP whole, and they will continue to call it "misplaced" for the sake of minimizing their own liability.

Mother always said you get more with honey than you do with vinegar. That said, I have no intentions of being nice. My plan is to use public shaming as the final leverage before I move on with my life. I plan on writing a blanket email to the execs today. As of 830am Monday, no one has contacted me.

[Knappo 1307]

Originally Posted by Abdullah71601

This is the right answer.

In the future... Call the front desk to see if it was a "mistake". If you don't have it back in 30 minutes file a police report. Send a copy of the police report to their corporate customer service and post the theft on trip advisor (mentioning the police report).

If they are stealing from you, they are stealing from others. The best way to correct the problem is to force management to recognize there is a safety and security issue. A police report forces the issue.

This...

[nibbl3s]

Update!

Monday, their escalation team emailed me this morning(first reply from SPG) and assured me that I will be receiving a reply from management today.

As of 5pm. Not a peep

I sent an executive summary (facts as I see them of the case and subsequent response) to their VP of Consumer affairs.. I get this response ..

Seems they are having some pains after being acquired by Marriott. On the bright side, this experience has been an invaluable course in Customer Service Failure and is sort of entertaining at this point.

[Orangejoe]

Just out of curiosity, Consultant travel is often Monday-Thursday, did you have a "Do not disturb" sign out?

I usually take advantage of the "Going Green" or whatever they are calling that promo now, where you get extra points for forgoing housekeeping service. No reason for anyone to come in.

Originally Posted by nibbl3s

Update!

Monday, their escalation team emailed me this morning(first reply from SPG) and assured me that I will be receiving a reply from management today.

As of 5pm. Not a peep

I sent an executive summary (facts as I see them of the case and subsequent response) to their VP of Consumer affairs.. I get this response ..

Seems they are having some pains after being acquired by Marriott. On the bright side, this experience has been an invaluable course in Customer Service Failure and is sort of entertaining at this point.

[nibbl3s]

Originally Posted by Orangejoe

Just out of curiosity, Consultant travel is often Monday-Thursday, did you have a "Do not disturb" sign out?

I usually take advantage of the "Going Green" or whatever they are calling that promo now, where you get extra points for forgoing housekeeping service. No reason for anyone to come in.

Correct Mon through Thurs for me sometimes Friday for roll outs and no, I never use the do not disturb. I may see start.

[Johny]

hi op. did you report the theft to the police?

[nibbl3s]

Originally Posted by Johny

hi op. did you report the theft to the police?

No, that ship sailed when I left the hotel the following day. As I said before, the $170 was not the real issue (minus my feelings on theft, but that is another issue), it was the service failure and subsequent response.

Final update!

Corporate has agreed to reimburse me the cost of new head phones. As my model had been discontinued, I just bought what the apple store had which happened to be beats probeats3? They were the same price (179) and seem just as adequate for exercise.

I am happy that Starwood took lead and will make things right. The Westin which I stayed at never even opened the corporate complaint and, when contacted by corporate, told them they would be contacting me. That never occurred, and Starwood agreed a reimbursement was in order..

I would definitely move my business away from that location, but the client has a negotiated rate which we take advantage of :/

Either way, I appreciate all of the advice given and have learned a great deal from this experience (not only about customer service but trust as well)

Thank you!

[mtrunner]

Originally Posted by nibbl3s

No, that ship sailed when I left the hotel the following day. As I said before, the $170 was not the real issue (minus my feelings on theft, but that is another issue), it was the service failure and subsequent response.

Final update!

Corporate has agreed to reimburse me the cost of new head phones. As my model had been discontinued, I just bought what the apple store had which happened to be beats probeats3? They were the same price (179) and seem just as adequate for exercise.

I am happy that Starwood took lead and will make things right. The Westin which I stayed at never even opened the corporate complaint and, when contacted by corporate, told them they would be contacting me. That never occurred, and Starwood agreed a reimbursement was in order..

I would definitely move my business away from that location, but the client has a negotiated rate which we take advantage of :/

Either way, I appreciate all of the advice given and have learned a great deal from this experience (not only about customer service but trust as well)

Thank you!

Finally corporate stepped up but it's unfortunate that the location you stayed at was useless. It's not ideal that you have to continue staying there considering there is clearly someone working there that is stealing and that hasn't been properly addressed. I would use the do not disturb sign and take all valuables with you when you leave the room if possible.

[nibbl3s]

Originally Posted by mtrunner

Finally corporate stepped up but it's unfortunate that the location you stayed at was useless. It's not ideal that you have to continue staying there considering there is clearly someone working there that is stealing and that hasn't been properly addressed. I would use the do not disturb sign and take all valuables with you when you leave the room if possible.

100% agree. No one will be stepping foot in my room and I will increase my utilization of the safe whenever I leave the room (especially with my watch which I only take off to exercise or sleep). I will get fresh towels myself when necessary.

Sad that it has to come to that, but you are absolutely correct that they have almost assuredly not addressed that situation (judging by their lack of response to corporate)

I am thankful something of greater value was not stolen.

[PJ S]

You should inform your client, and suggest they negotiate a similarly good rate with an alternate hotel.
In other words, make it abundantly clear that you’ve no intention of ever setting foot in there again.
Maybe the threat of putting his money in another hotel’s bank account will sharpen their focus more than you’ve managed on your own.
You nothing to lose (definitely no poor pun intended) and everything to gain once you’ve discussed it.