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Courtyard by Marriott Complaint - Courtyard by Marriott Charleston, SC, Lockwood Dr - Unsafe Place - They stole frome our room
Unsafe Place - They stole frome our room - Complaint
CHARLESTON, SOUTH CAROLINA -- They stole out of our room and tried to get rid off us when we complained. But we stayed persitant!
In detail:
We stayed in that hotel from 11-27 to 11-29 as a couple with our son (9 years).
Out of our hotelroom was stolen our sons mp3-player with charger and earplugs. The mp3-player was plugged in for charging when we left for dinner 11-28.
We found out that it must have been stolen on 11-29 and informed the customer service care manager and the room service manager in the lobby.
They weren´t friendly to us at all but
checked in lost&found and asked the room maides about - but our belongings remained abandoned.
We stayed persistent even though the customer service care manager tried obviously to get rid off us with phrases like "Ask again in a few days" and "You must have left it somewhere. Finally she asked if we think she should call the police like were making a show off. We told her that at this point she absolutely should call the police.
Well, she did and right after the call the other manager left and came back with our belongings one minute before the police entered the room.
Allegedly she found our belongings "stuffed behind the bed" - which is just ridiculous since the bed has a big wall attached headbord.
I am 100% positiv that we would have never gotten our belongins back without calling the police !
Both the customer service care manager and the room service manager were really unfriendly ladies. None of them showed any hospitality at all and we never heard an apology.
Compared to that other things seem little, like the empty beer bottles we found at the pool or the abandoned shoes, or the fact that there were no towels at the pool and the water was dirty even though the pool was opened.
We are done with this house!
In detail:
We stayed in that hotel from 11-27 to 11-29 as a couple with our son (9 years).
Out of our hotelroom was stolen our sons mp3-player with charger and earplugs. The mp3-player was plugged in for charging when we left for dinner 11-28.
We found out that it must have been stolen on 11-29 and informed the customer service care manager and the room service manager in the lobby.
They weren´t friendly to us at all but
checked in lost&found and asked the room maides about - but our belongings remained abandoned.
We stayed persistent even though the customer service care manager tried obviously to get rid off us with phrases like "Ask again in a few days" and "You must have left it somewhere. Finally she asked if we think she should call the police like were making a show off. We told her that at this point she absolutely should call the police.
Well, she did and right after the call the other manager left and came back with our belongings one minute before the police entered the room.
Allegedly she found our belongings "stuffed behind the bed" - which is just ridiculous since the bed has a big wall attached headbord.
I am 100% positiv that we would have never gotten our belongins back without calling the police !
Both the customer service care manager and the room service manager were really unfriendly ladies. None of them showed any hospitality at all and we never heard an apology.
Compared to that other things seem little, like the empty beer bottles we found at the pool or the abandoned shoes, or the fact that there were no towels at the pool and the water was dirty even though the pool was opened.
We are done with this house!
Comments:
Posted by James236 on 2009-12-03:
Your things were probably taken by the housekeeping staff, and the hotel management was able to recover it for you. At least give them credit for that. I hope getting your things back was more important than getting an apology! And I'm sure you remembered to thank the manager who brought back your stuff to you. He decided to say that they found your stuff behind the bed, but if you think about it, that explanation could not be accompanied by an apology.
Posted by JR in Orlando on 2009-12-03:
Even the best of hotels have massive problems with theft of property from guests. So many people have keys to rooms, and the guest population is so transient, it attracts those who would steal. The important thing is never keep anything of value in your room. The mp3 player should have gone into the car when you were not in the room.
James is right. The manager got it back. Maybe the thief heard about the complaint and stuck it behind the bed, which the manager then found. You don't know. I am glad you got your things back.
James is right. The manager got it back. Maybe the thief heard about the complaint and stuck it behind the bed, which the manager then found. You don't know. I am glad you got your things back.
Posted by The_Judge on 2009-12-03:
Thank the manager?? Obviously, the manager was in on it if he/she knew where it was to bring it back. This is like asking Mrs. Lincoln how the play was. Not as extreme of course but why thank the thief for bringing it back to you???
Posted by James236 on 2009-12-03:
Judge, you're making an unlikely assumption to say that the Manager was the thief. It would have been easy for the head of housekeeping to identify which maids were on that floor and maybe to even pinpoint the one who would have been in the room. The Manager may have gone to her and said something like, "We know you did it and the police are coming. I promise you no trouble if you just return the things right away, or else! I'll cover for you and say we found it in the room." In some situations it's better to solve the problem and offer an amnesty to the offender and give her a serious warning later and this may have happened.
Posted by Tennboy1981 on 2009-12-03:
Its common sense that if you leave your hotel room, to secure all of your personal valuable property. I never leave anything of value in a hotel room. A lot of dcent hotels offer a safe for you to use. I normally store all my belongings in the safe if I want to leave them in the room.
Posted by James236 on 2009-12-03:
By the way Judge, even if a thief returns my stuff to me, I would still tell him a genuine "Thank you very much"
Posted by PepperElf on 2009-12-03:
now normally i don't automatically blame the hotel for lost/stolen items
but in your case the items went missing while you were at dinner
and mysteriously came back when the police got involved.
which to me says... yeah the items were stolen.
have you contacted the corporation following this incident?
in fact... where did the manager get the items from?
if she didn't retrieve them from your room, i think you still have a good case for filing charges of theft against them.
but in your case the items went missing while you were at dinner
and mysteriously came back when the police got involved.
which to me says... yeah the items were stolen.
have you contacted the corporation following this incident?
in fact... where did the manager get the items from?
if she didn't retrieve them from your room, i think you still have a good case for filing charges of theft against them.
Posted by Ms.Sunshine on 2009-12-03:
Thank you for your comments you all.
There is no question in my mind that our things have been stolen.
-The customer sercive care manager and the manager overseeing the room maides were both informed that we are missing something.
-They checked lost & found in our presence
-Housekeeping got called in our presence
-we checked our room in presence of a manager to make sure, we did not oversee something by ourselves
-We could even provide a picture of the "missing" items
No, there is no question in my mind. Our belongings stayed missing until one minute before the policeman entered the lobby. At that moment the manager overseeing the room maides came up with our belongings claiming it was "stuffed behind the bed".
It´s not even possible to stuff anything behind that bed with attached headbord.
It was an obvious and ridiculous lie!
And I do expect an apology from a manager when something like this happens and I do not apologize to someone who is obviously lying and trying to cover theft.
I am just glad the police came.
There is no question in my mind that our things have been stolen.
-The customer sercive care manager and the manager overseeing the room maides were both informed that we are missing something.
-They checked lost & found in our presence
-Housekeeping got called in our presence
-we checked our room in presence of a manager to make sure, we did not oversee something by ourselves
-We could even provide a picture of the "missing" items
No, there is no question in my mind. Our belongings stayed missing until one minute before the policeman entered the lobby. At that moment the manager overseeing the room maides came up with our belongings claiming it was "stuffed behind the bed".
It´s not even possible to stuff anything behind that bed with attached headbord.
It was an obvious and ridiculous lie!
And I do expect an apology from a manager when something like this happens and I do not apologize to someone who is obviously lying and trying to cover theft.
I am just glad the police came.
Posted by The_Judge on 2009-12-03:
@James....is it just a coincidence that the manager returned the items just "one minute" before the police arrived?? The manager made a show of making an effort to find the item for an unknown amount of time but then when the police arrived or just shortly before, the items magically appeared. I don't buy the argument that the manager pressured the staff by saying the police are coming. I believe the manager did it or was at least part of it and you don't. We have to understand that we disagree.
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