To begin with, my stay was the worst 5 star Hotel experience (apparently 5 star) in the past 20 years of traveling all over the world.
I arrived on 22nd Oct morning and was saying in room 878. On 23rd since i had to check out by noon and my flight was at 6:25 p.m. in the evening. i left my bag in the custody and responsibility of the Concierge around 9:00 a.m. who gave me a receipt in return for it. I then left to my office until around 3:00 p.m. I even got a Hotel Taxi arranged for 3:30 p.m. as i informed the hotel i will after my meeting collect the bag and leave for the airport in the Hotel taxi.
When i came to collect the bag it was not to be found. There were several bags lying at the concierge but mine could not be found. What worried me were the first few 'rather loose and carefree' comments that came out of one of the staff member there who said 'maybe one of your colleagues collected it". "Seriously? would you give the bag to anyone without them having the receipt. Is this the security and safety system of this hotel", i said and was extremely surprised at this ridiculous comment. But i got no satisfactory response.
The kind of attention and service an extremely worried customer got that day was even more intriguing. I not only started panicking because after half an hour of looking the bag could not be found but i was getting extremely late for my flight and thought i would miss it. Still there seemed to be no sense of urgency or seriousness in any of the hotel staff there to find it or give me any words of assurance. After an hour i rushed to the airport since i was about to miss my flight and was extremely panicked and upset. Even till i reached the airport I was continuously calling to follow up with the hotel on what happened but sadly did not receive even one call/text/mail from the hotel - concierge/mgmt/guest relations manager updating me or giving me assurance.
Today its been 5 days since my bag got lost.I have made several international phone calls but not even received one for apologizing, updating me on my bag or giving assurance - this is their service;I have written repeated emails to their GM, Room Division Head, General Hotel email address but just gotten a reply saying 'we are investigating and will get back'.
Somebody at the hotel said that it was held with us with your sole risk and condition there are no valuables in it. Firstly, this was not communicated. Secondly when kept in the hotel's custody it is their responsibility and thirdly what the hotel is calling valuable thankfully I did not have cash in the bag but for me I had a lot of valuables in my bag like jewellery items, branded sunglasses, clothes, bags, shoes, perfumes and what not which when I calculated comes down to a such sum of money – a huge loss for me . In addition to this, since i have gotten back i have been facing a lot of difficulties and have had to go and buy a lot of necessities.
An extremely helpless and upset customer !
- Official Description (provided by the hotel):
- Just 35 kilometers from the Bandaranaike International Airport (BIA), luxurious Cinnamon Grand Colombo is located in the heart of Colombo City’s business, shopping and entertainment center. Elegantly designed, spacious rooms at the Cinnamon Grand offer a wide range of in-room amenities, king size beds, and a pillow menu to ensure your comfort and pleasure. All rooms feature carefully attended-to bathrooms and toiletries, large flat screen TVs, a mini bar, and WiFi access. The hotel’s 14 restaurants provide an electric mix of international cuisines, including award-winning Sri Lankan seafood at the Lagoon Restaurant & Garden, and the best of European fine dining at the London Grill. To wind down, guests can patronize Cinnamon Grand’s poolside ‘Breeze Bar’ or typical British pub style ‘Cheers Pub,’ and enjoy a wide range of cocktails, beer and fresh juices. There are two gymnasiums, a spa retreat, a tennis court and two pools. Cinnamon Grand is also located right next to Colombo’s high end shopping mall, Crescat Boulevard. Cinnamon Grand Colombo is fully accessible and is an environmentally friendly property. ... more less
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- Also Known As:
- Cinnamon Grand Colombo Hotel Colombo
- Cinnamon Grand Hotel Colombo
- Cinnamon Hotel Colombo
- Colombo Cinnamon Grand Hotel