We arrived in Clearwater on 12/30/2011 and I made reservations for two rooms (533 & 542) at La Quinta Inn Clearwater Central, located at 21338 US Hwy 19 North, Clearwater, FL 33765, despite my previous bad experiences with La Quinta in 2008. I am/was a La Quinta Rewards member and had a really bad customer service experiences at La Quinta in Orlando back in 2008. My wife talked me into staying at this location because it was going to be for just one night, so I decided to give them another try. Little we knew we were going to regret this for the rest of our lives.
The other part of our party had recently returned from a trip to Peru and had brought us a few gifts from that trip. Among those gifts, was a beautiful and elaborated painted picture of St Jude Thaddeus that they had it framed for us. I am a Christian and St. Jude Thaddeus is my favorite Saint. This was the St. Jude from Peru, so the image is very different from the one we know. We exchanged all these gifts that night in the room after we returned from dinner.
Next morning we got up a bit late, do to staying up late the night before, and literally rushed out of the rooms checking out after 11 am. We went to Tarpon Springs, met with more family members and drove that afternoon to Orlando, FL to our next Resort. As we got everything into our room, we realized the framed picture of St. Jude was missing. We turned the vehicles upside down and could not find it. We realized it was left behind at La Quinta in Clearwater. There was no other place. We left La Quinta, went to Tarpon Springs, had lunch, shop a little and drove to the next hotel in Orlando.
Immediately called La Quinta in Clearwater and the person at the front desk said he would call us back. He never did so we called again and he claims it was not in the room. That the item might be in the manager’s office and they did not have a key to that office. He advised we call the next morning and talk to the front desk so they could speak with the employee who cleaned the room. He also said that the manager would not be in until Monday 1/02/2012 because of New Years. Next morning we called again and the person at the front desk told us he would investigate and call us back in 2 hours. 4 hours passed and no call, so I called him back and he told us the same thing. The framed picture was nowhere to be found, he did not have access to the manager’s office and to call again next day, Monday 1/02/2012.
The next day, Monday, I called, explained the situation and asked for the manager. The person at the front desk told me the manager was around the property, but he/she would tell the manager to call me. I explained that I was told the same thing many times but I never received a return call. He/she said that she/he would make sure the manager will call me back within 2 hours. And so the manager did call me, but to my amazement, she did not know anything about this incident until now. There weren’t any notes in the system, a lost item report, a written message on paper, a note on the manager’s office or even a phone call to the manager the first night. She said she was sorry about the incident but the framed picture had not been found. She also stated that her employees have 4 years with the company and have never had an incident. She stated that if the item turns out, she would call me to get my address and mail it to me.
2+2=4, not 5. The last place the item was seen was in that room, so I know we left the item behind in that room. I understand it was our mistake, as we should be more careful with our belongings. I also understand the world we live in, is not a perfect world and we all get tempted at one point or another. However, that doesn’t mean customers cannot expect to have an item returned, if left behind at a well known hotel chain.
I am not looking for a letter of apology or a free night. The manager already said she is sorry and I will not step into another La Quinta Hotel. I just everyone who read this to know what kind of hotel you could be staying on. The item was taken by someone in that hotel and I may never get it back. The manager stated that, “this has never happened here before”. Well, that you know of. I called Saturday and Sunday, spoke with her employees, but no one completed a lost item report or even placed notes regarding this incident in the system. If I would have not insisted up on it and continue to call, the manager would not have even known about it. As a matter of fact, I was about to give up on Sunday but the fact of knowing that there is a dishonest person(s) among the employees at that hotel, was enough to motivate me to follow thru to today. So, just as I was about to give up, don’t be surprised if others have given up after the first call as well.
In this day and age customers have many options when it comes to lodging. We look for a clean place, which by the way both rooms we stayed had a very strong smell, and reasonable price, which should've been $35, not $67. But most of all we expect great customer service and peace of mind. We travel very often, especially with our grandchildren. Our grandchildren have left a few items behind at hotels, but they always show up. We even had a hotel ship it back to us, at no charge! Of course, Walt Disney World is a different story, but it shouldn’t be.
So, all you travelers out there beware of this hotel. If you loose something of value, do not expect to get it back!
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC