I stayed at the Twelve Centennial September 10-12, 2012.
Overall, the hotel was trendy, roomy, and worth the price. I was in town for training at Ernst & Young two buildings down. I normally stay at W Hotels, but the Twelve was listed as a preferred property so I decided to give them a try.
Upon checking in, the Front Desk clerk told me she needed to place a credit card on file for incidentals. I gave her my credit card and was shocked that 15 minutes later there was a pending charge for $75 when I checked my mobile banking app in my room. I asked her about it and she said she was sorry she forgot to mention there was a pre-authorization hold of $75 until you check out. I felt a little misled but at that point what can you do.
Fast forward to Wednesday, September 12, I checked out early due to an 8:00 AM meeting. I was delighted that they were able to hold my bags until the afternoon, as my flight wasn't until later that evening. I retrieved my bags around 5:00 PM and headed to the airport for departure. It wasn’t until I retrieved my suitcase from baggage claim did I realize my Ipad wasn’t in my suitcase.
I called the hotel to report it missing and to explain that I had used it that morning to find train times. I distinctively remember it sitting next to my suitcase on the bed while I packed up my clothes and shoes that morning.
For the next 2-3 days I was passed back and forth between Annie Jackson and Rustin (can’t remember his last name), who were supposedly over housekeeping at the hotel. After explaining my situation over and over, I demanded they find my Ipad. Both claimed that there was only one key card swipe back into my room after I left and it was by their housekeeper Maria. Rustin said he would investigate tapes and ask Maria about the Ipad, but reported back to me that she did not see it on the bed, nor was it found in the laundry chute or room. I was furious. He also added that he had no reason to doubt her integrity and suggested I use the “Find My Iphone” feature to try and track it down. At this point I was shocked. How could the housekeeper not see an Ipad while cleaning the room and making the bed?
Over the course of a month I sent multiple alarms, messages, and eventually a remote swipe to the Ipad. It still has to this day not been located.
My advice: Make sure you do a thorough check of your room when staying here. For the price paid that week, I would have expected a much higher level of honesty from their employees.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Dear Wesley L,
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Thank you for posting a review. I am glad that you enjoyed the hotel but of course the title of the review had me very concerned. We do pre-authorize credit cards on arrival and my apologies as you should have been made aware of this. As for your ipad, I am sorry that it is missing. I will make enquiries directly with housekeeping management. The lady who cleaned your room has been with us for some time and all keyholders know that each swipe of the card in a door lock is recorded. Obviously our intention is to recruit employees who are honest and of the highest integrity, but the technology we have available also acts as a deterrent. Please contact me and I will be more than happy to go over the events and discuss the situation with you,
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.