My complaint:
Me and my girlfriend arrived at Mercer street radisson on 13th august 2023 at around 1pm. As we checked in we was advised by the staff member ‘unknown name’ that the room was not yet ready so we could leave our luggage with the hotel and would receive a message once the room was ready. We left 3 bags and was handed a tag for when we returned to collect. As we returned back to the hotel (16.40pm) I handed back the tag with a different staff member who went to collect the bags as the room was now ready only to find there was a bag missing. He then advised me it will be in the back office which I found very strange. I allowed him to check to find there was nothing there too.
I then advised him that the lady who checked us in initially was at the desk so please ask her as all my valuables are in there and im getting concerned because why would one bag be missing and not all three. She was adamant I should go to the room but I could see on her face that someone has made a major mistake. Around 15 minutes later I believe the supervisor at the time ‘unknown name’ came to let me know they have handed the bag to the wrong guest who claimed it was theirs. Firstly the manner in which he told me was so casual and when I told him there was my valuables he was very rude and no apology and then tells me you will not get it back until tomorrow as the guest lives 4 hours away. That was so suspicious. He then tells me we will try to courier it for next day. Now this bag had no lock on it and had my shop takings of a £1000 which was in a white envelope that I was going to bank on Monday. I never advised the staff member at the time as I was very suspicious.
I was sat in the lobby for over an hour but then decided to go to the room because I was exhausted and felt stressed and drained by the incident. I then received a phone call by the same supervisor saying we have now sent a taxi to collect the bag and I would receive later in the evening. I expressed this was not good enough as my bag is now handled by more unknown people that are not even registered on radisson books. I asked to please audit this report and send it via email he said he needs to ask the manager if he could do so and never got back to me! Also I didn’t mention none of the bags had tags on them they put small size stickers which are hardly visible.
Later that evening I get a phone call from another duty supervisor telling me my bag has arrived. When he arrived at the door I asked if he could please enter the room and let me see if I can check my belongings. I had concerns that something would be missing and the most valuable thing in the bag which was the £1000 in the white envelope was missing. I was so frustrated at the time and told the supervisor this is not on. He told me to wait until the front office manager comes in tomorrow and he will deal with the situation. I was so exhausted at this time that I could barely think straight. I have sent the resolution that the manger on duty on the 14th august 2023 came up with and I feel very let down by the poor standards by rhg.
I came to enjoy my weekend to celebrate our first year together and we ended up traumatized. As a member of radisson rewards I’m disgusted with the rude behavior and general house rules. Code of business ethics I don’t believe anyone follows in that hotel. Act fairly is not what I have received by the decision made by Laust Andersen and I am deeply saddened by this as I spent a year in radisson blu Dubai marina and the level of service is and professionalism is set to such a higher standard. I will be hoping for a resolution to this matter in the near future because this has really had a serious affect on my mental health!
Suggested solution:
I’ll be satisfied when they offer more than what they have. It’s poor as I’m £1000 down which resulted from they’re mistake
