My complaint:
I stayed at this location from Dec 23-Dec 26, everything was very nice, except for one major thing! After returning to our room on Christmas Eve, I found a note at the door requesting that either you put out the do not disturb or call the front desk to let them know if you needed room cleaned on Christmas Day, so that the employees may get to go home early so I called the front desk and told them that we did not need room cleaned but would like to have a few more towels, which if you check with this location the message was received and documented, upon entering the room in the evening of Christmas day, the room had been cleaned. That morning we were running late and I had pulled some money out to take with me, I had a $20 bill and $100 bill, I took the $20 and left the $100 bill on the bed along with clothes and a bath and body gift set I had received as a gift on Christmas Eve.
The moment we walked in I knew someone had been in there and the bathroom had been cleaned and new towels were left, and the beds were made up (did not change sheets). We both just looked surprised at each other and said no one was supposed to be in there and that is when I discovered there was no money on bed and some bath beads were missing from my gift set. I called front desk and spoke to Jessica (think thats the name) and told her someone had been in the room and that I had called the night before, which she ed. She was very apologetic and told me that one of the managers would be there at 6:00 am and to call back. Our reservations ended on that morning so I went to the front desk to check out and return the keys and spoke to what I assumed was the manager and she was already aware of the situation and said she would contact her supervisor and call me back. About 2-3 hours later she did call me and informed me that I would have to file a police report and that the person that cleaned the room had worked there for five years and they had never had any other complaints.
I did not file a police report since that was the same day I was flying out and knew nothing would become of it anyway! I know I will never get the $100 or the bath beads back, but it is the point that no one was supposed to be in the room in the first place and they said I was supposed to have the do not disturb on the door if I didn’t want the room cleaned but that is not what the note said, it stated to either put the do not disturb on the door or call front desk. I chose to call the front desk because I requested towels which I thought would be left at the door. If they wanted the do not disturb on the door also the note should have stated that! I do not have a copy of that note because I threw it in the garbage which they emptied when the person cleaned the room, but I’m sure the motel should have a copy.
You have to understand I hated to call about it in the first place and accuse, its the point the managing staff is trying to say its my fault because the do not disturb was not on the door and the point is there should not have been anyone in the room, for which they were pretty much non apologetic for. I guess I’m old school where the customer is always right and you offer apologies and at least make an effort to say or show you are sorry for something!
I know I will never get the $100 bill back and that’s ok, I just thought they could have at least offered some kind of sincere apology instead of trying to blame me and telling me to file a police report when they knew there was no point in it and that I probably wouldn’t especially when they would vouch for the employees past record of no complaints. Up to that point everything was wonderful, the room was nice, the breakfast was very good and the staff very nice. I did forget to mention that the our room was changed when we arrived because the bathroom sink and tub were dirty and it smelled bad, but the new room was clean and very nice.
Also, the next morning after our arrival I saw the person cleaning rooms in the hall and I told her we didn’t want our room cleaned for our stay but did get towels from her and no one had been in the room prior to Christmas Day! The uncaring attitude of the managing staff has left me wondering if this is your policy on how to handle situations such as this!
Suggested solution:
I will leave that up to you. I don\'t know if there is one!