My complaint:
Housekeeping was not in my room (front desk verified by looking at a log) but somehow a WORN pair of underwear disappeared from my room. Someone at the front desk came up to my room to double check (which I asked for since they did not believe me) tore the room apart looking , took all the sheets off the bed, looked in drawers, etc and they were not there. The person who called himself the owner, Kevin, and the lady at the front desk were BEYOND rude and insulting. I find it hard to believe this Kevin guy is an owner with the way he handled this. I reported the issue to the front desk and they said they’d “look into it.” The more I thought about some pervert being in my room and stealing underwear, the more unsafe I felt in that room (the entire hotel actually). The hotel was booked so I asked them to find me another room (and comp it) somewhere else which he refused to do.
He said he was “doing me a favor” by refunding my money for Saturday night (which he did not do), and that I could find my own place to stay (this was 900 on a Saturday night). Said it’s too bad if something was actually stolen because I signed a release when I checked in that the hotel is not responsible for lost or stolen items. He refused to give me his name and so did the woman at the desk both staying”we don’t have to”. Keep in mind, this is the OWNER. He insisted no one had been in my room but refused to run a lock audit to actually check. He told me no one but housekeeping had a master key. Asked me “how do I even know you had them here in the first place?” (Because I have nothing better to do on a Saturday night when I have been at a conference for the last 2 days, 11 hours a day, than make this up). I asked for corporates number 3 times before he said “you can look in the brochure over there” and pointed in the general direction of several different brochures. When I pointed out to him that the number wasn’t on there he finally gave it to me.
When I asked for the he said “what do you think you’re going to do? Get me fired? This is MY hotel!” I ended up calling the police so I could file a report about something being stolen from my room. All I asked for was a safe place to stay for the night – which would have cost the hotel less than $200, and I was treated worse than I have ever been by a company in my entire life. I understand the item was not really worth much, but the fact that someone entered my room, rummaged through my things, and took a worn pair of underwear is VERY disturbing. And the way a business owner handled something that should have been so simple is… I don’t even have a word for it.
Suggested solution:
Refund my stay and APOLOGIZE
