We stayed here for one night on August 9, 2012. When we got to our room, we weren't happy with the location (facing the 5 expressway) so asked to be moved. We left the first room for the second within 10 minutes. The second room was fine; no problems with the hotel at all.
The night after we checked out, August 10, while in Huntington Beach, I remembered that I left my laptop in the first room we checked into. I immediately called the hotel in a panic and told them I left my computer in the first room we stayed in. The employee put me on hold, came back and said they had it, even confirming it was in a black case. He confirmed that we had checked into the first room, but actually stayed in the second. He said they would hold the laptop for a month - they could not forward it to any place other than our home - and since we were on the first day of our trip, I thouight that was fine. I did wonder why, if they knew they had a laptop and where they found it, they did not contact me. I was at the hotel for a day, plus they had my phone, email, address.
Upon returning home, I called the hotel, spoke with Susie, and explained that I had left my computer and now I was arranging to have it shipped. She asked if she could call me back to get my address and a credit card to charge the shipment. I guess I assumed she was checking the hotel's Lost and Found to confirm that they did have the machine. When she called back, I gave her my address, and she said she'd ship it. A week goes by and I still have no package. I called the hotel to get the tracking number and Susie told me that, no, she didn't send me the laptop, just the case. I was incredulous because at this point two employees had confirmed that they had the machine.
I spoke with Yasmine, the general manager, who told me she would ask the staff who were on duty on 9/10 when I called to see who took the call and that I should give her a day or two. When I had called I was so panicked I didn't remember who I spoke with (might have been Jose, however). I never heard from her again. I called back the day before the Labor Day weekend and left her a message, saying I expected a call back by Tuesday. No response.
In addition, I have emailed the Holiday Inn Express Customer Care center, but have also not received a response. I emailed a second time tonight, 9/12/2012. And, I never even received the package they sent that supposedly contained just the case, which was a cheap thing that I wouldn't have bothered to have shipped.
This incident is disappointing and infuriating. I don't recall ever receiving such shoddy service from a hotel, which is ironic because while we were there they could not have been nicer. Somewhere along the line, they had my property in their possession and then they 'lost' it. And to not even get the courtesy of a follow up call from the manager is inexcusable.
Stay somewhere else
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
September 27, 2012
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Thank you very much for taking the time to share your comments online. We are sincerely sorry your experience with us was unsatisfactory. I would like to address this with you further. I have sent you a private message to obtain more information about your stay. I look forward to hearing from you and being of further assistance.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.