Recently stayed over the weekend for Tinkerbell half marathon, upon check out left a backpack in hotel room, called hotel as soon as we realized which was about 6 hours later, 4 PM. Was told the Housekeeping Manager was gone who had key to lost and found and front desk hung up on us. We then went to the hotel where we were asked, "if your bag is so important why did you leave it in the room?" and "How could you forget your bag?" and we were repeatedly told they could send us the bag, but since Housekeeping Manager was gone there was no way to retrieve bag from Lost and Found because Manager Ron was not trusted with key. WOW! After waiting 45 minutes while Michelle and Ron called other managers to find a key, Ron left, and retrieved our backpack from lost and found. When we had asked about the key and how he had gotten access now, he asked us to leave and explained we were not allowed back because we had left our bag in the room. WOW!!! Not only this, I get home to see they charged my card an additional $118! Horrible, worst customer service experience of my life. Never staying here ever again. This man should not be allowed to work in hospitality!!!
Room Tip: Go Somewhere Else, this place is horrible
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
2 February 2012
While we appreciate the review, we do have a couple issues with it, and would like to explain a couple things regarding your comments. Our standard policy regarding lost and found is as follows: When an item is left in a room, we lock it in a secure room. Only two people have a key to this room, The General Manager, and the Head of housekeeping. This is for our guests security. By 4.00 pm the head of housekeeping, as well as the General Manager had left. It took 45 minutes, because the General Manager was off property,but once called came and unlocked the room where your item was being safely kept. The General Manager retrieved the item and gave it to the front desk clerk Ron. (who is not a manager). Ron has worked here for 20 years, and follows procedures, He was following procedures regarding lost and found items as set forth by management. Regarding the extra charge on your credit card; this was because you smoked in a non smoking room. This is clearly marked on the registration card upon check in and you sign where it says you will be charged an addition $100 plus tax if you smoke in a non smoking room. This fee is to cover the additional cleaning costs so we can make it acceptable for other guests who request a non smoking room and expect it to be free of smoke. We do offer smoking rooms, if guests wish to smoke in their room. In regards to not being allowed back, it was not because you left an item in the room. It was for other reasons, which fall within our guidelines to have the right to refuse service. Questions regarding this review can be addressed by calling me directly at 714-778-6900.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
