My wife and I stayed here while I was on business back in November. The facility is decent, location is okay, staff is friendly but left very disappointed. When we checked out, we realized 30 minutes later that my wife left her ipad back in our room, placed in one of the cabinets. We immediately called the hotel to have them check the room and they told us they could not find it. They told us that their staff do a thorough walk-thru after every checkout and immediately call guests if items are left behind. Well, I'm sure their staff walked-thru and walked away with my wife's ipad. (unfortunately for us, she had just received this ipad for work and had not installed the security app to locate it yet).
We never received any follow up calls from the hotel management, we always had to call and follow up with their staff. Basically, we were tossed around between the front desk manager, housekeeping manager, day manager, night manager, manager for this...manager for that...
Basically, we got the finger when it came to their customer service and follow up. We were told to file a claim (with the hotels insurance company) and police report, which we did. Only to find out 60 days later from the hotels insurance company that there was nothing they could do. So, 'why file a loss claim?" I asked, "uh, I dunno, you have a claim number I guess...but we can't replace it because we don't know if you're lying".. REALLY?! You don't know if I'm lying?! I filed a friggin police report you dumb nuts, with a REAL serial number!!!
Ugh, a double whammy for us, our platinum amex would not cover the loss either because we waited more than 30 days after the incident to file a claim. Had this hotel staff and piece of crap insurance company been more customer friendly and upfront with us, good ol AMEX would have come through.
Needless to say, don't leave anything behind at this place, their staff have sticky fingers. This location puts the Marriott name to shame, (yes, we are members of their rewards club, but it seems their dishonest staff walked away with my wife's ipad as a reward while we have to foot the bill with my wife's employer).
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
I'm very sorry that your wife lost her work iPad. I can imagine how that would cause much stress in anyones life, expeccially if it belongs to her work.
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I'm also very sorry to read that you have convicted our staff of theft without actually knowing what really happened to it. All I can tell you is that we have returned countless valueable items left behind througout the years and I have had ZERO concerns when we can't find an item. I do know that we have had many guests that 'know' they have left an item behind, only to call us later to let us know they found it. I'm not implying that this is the case with you, but it does happen more often than not.
We are good people here that care about our guests, and each other. While I have been surprised in life by choices some people make, I have not ever had an episode here. I do know that the housekeeper and the inspector that were in your room are associates that have been here for a long time and have turned in many valueable, left behind items from guests.
In talking to the folks that were involved with this incident, they did everything they could, as quickly and thorough as they could, to try and find the iPad.
I'm glad to read that you did have good things to say about our hotel, and I'm sorry again that your wife had to go through that experience.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.