The Double Tree Hotel Complaint - Complaint regarding an incident that occurred on our wedding day that was at The Doubletree Hotel
SAN ANTONIO, TEXAS -- To whom this may concern,
On April 9th 2011 My husband and I got married at The Double Tree Hotel in San Antonio, Texas. What was meant to be the happiest day of our lives turned out to be a disaster.
When I was looking for a vender to have both our ceremony and our reception at I quickly fell in-love with The Double Tree Hotel. Everything was coordinated well with the hotel all throughout our process until the day of the wedding. Our Ceremony went beautifully the reception I wish I could say the same. About 30 minutes after arriving to our reception we had discovered that every card that our guests had put in a box for us was gone. We got to enjoy 30 minutes of our reception before the rest was just horrifying. Worrying about where our cards were, finding out that over $1200.00 dollars was in that box on top of gift cards and most importantly the words that our family and friends had written in those cards that can never be replaced.
The day after our wedding I sent an e-mail out to all of our friends and families letting them know about what had occurred the evening before and shortly got a response from a very good friend of mine. She told me that she had given us a $50.00 gift card to target in a card and called to find out if the card had been used. She found out that indeed the gift card was used the night of the wedding about 30 minutes after noticing all the cards were missing. We immediately called the target to see if they had footage of the person who had taken our cards. We had to call the SAPD and the balconies heights police department and file a theft report. The Balconies heights police department was the district for the target where the gift card had been used. They went and collected the video and took it to The Double Tree Hotel confident it was one of the staff members because of what the man was wearing was exactly what the servers wear. The hotel declined knowing the individual and did not recognize him. The night of the wedding the manager on duty told us that she would give us $700.00 after finding out how much was taken. We agreed to take that amount but only received $325.00. She said that she could not give us over that without doing an insurance claim. After filing an insurance claim the insurance called us to ask us some questions and was going to investigate the incident. After that we heard nothing from anyone. I am more of less writing this because of the things I think went wrong on the staffs behalf. The event coordinator was suppost to be at the event the entire night and kept disappearing, there was no security for about 115 people, and there was nothing done to help us out on a situation that should have never happened. Because of this we were unable to enjoy our wedding to its fullest, we worried about it the entire night and even on our honeymoon and got no satisfaction out of it.
That is our complaints/concerns about the Hilton Hotel we stayed at. We hope and pray no one EVER has to go through what we did on the most important day of their lives.