My husband is an officer in the military, and recently returned home from serving our country in the Middle East. We decided to take a fun family vacation with our two young children to Charleston over the 4th of July holiday.
After a 7 hour drive, they provided us with complimentary bottled water and snacks along with information about local restaurants and venues.
Upon check-in, we asked to have a pack-in-play brought to our room for our baby and the front desk person said that they have the "old-fashioned" cribs available not pack-in-plays, and they wouldn't be able to bring it to our room until the next day. Most decent hotels have pack-in-plays available nowadays.
The continental breakfast was always well stocked and provided a decent variety of items. However, most of the food, like the omelets, bacon and rock hard biscuits were previously frozen so it seemed almost like we were eating fake food. The pancake machine actually made flavorful pancakes. The hotel was very busy during our stay so I do think that they could have staffed an additional person in the breakfast area over the 4th of July holiday to meet the demands of all the guests wanting to eat breakfast at the same time. The woman working there was struggling to keep the food replenished.
We checked in on Tuesday, July 2nd and checked out of the hotel on July 5th. As we were leaving our hotel room, we looked everywhere to make sure that we hadn't left anything behind. However, we had the door propped open to load all our bags onto the luggage cart; and we forgot to look in the closet, because it was hidden behind the open door and we were trying to get everything including our 1 and 3 year old children out to the car. I accidentally left two very nice dresses hanging in the closet as well as two pairs of very nice wedge sandals and my son's tennis shoes in the closet. As we were driving home and were about two hours away, I realized that I forgot to take our clothes and shoes out of the closet before we left. I asked my husband to take the next exit so I could look through our bags for my dresses, my shoes and my son's tennis shoes. I called the Holiday Inn and spoke with the man at the front desk. I told him that we just checked out and that I forgot some items in the closet in room 217. He called housekeeping department and the report back from housekeeping was, "there was nothing in the room." I guess that is the general answer for an employee not turning in my dresses, shoes and my son's tennis shoes. The front desk person working on Friday, July 5th, around 2 pm never documented that I had called to report my missing items that were in the closet. I would think that should be the standard operating procedure to document those types of inquiries. Obviously, he didn't think that it was that big of a deal.
I called the next day which was Saturday, July 6th to speak with the housekeeping manager who was not at work on Friday. I told her about my dilemma and she said that nothing was turned in. This was the first time she had heard about my missing items left in the closet. I said that if my items were not turned in to lost and found then they must have been taken by an employee. She told me that the housekeeper that cleaned my room was very sweet and had been there a long time. I just said that I would like to have my clothes and shoes returned to me and the housekeeping manager said that she didn't have anything to send me. She told me that she would leave a message to have the hotel General Manager call me.
The general manager did call me on Monday, July 8th. The first thing he said, was that he was returning my message that I was accusing their sweet longtime housekeeper of stealing.
I told him what I actually said to the housekeeping manager was that my dresses, two pairs of shoes and my son's shoes were left in the closet in room 217 and I was told that "nothing was in the room" and nothing was turned in. So if nothing was turned in; then someone took my stuff.
I was very disappointed with the lack of customer service and immediate attack on me that my story must not be true because they have had the same housekeeper for a longtime.
I actually have a Bachelor's degree from the University of Wisconsin in Hotel & Restaurant Management and I have taken a housekeeping management class. I am curious what the standard operating procedure is when a housekeeper takes out the trash. It would be very easy to take something from a room, put it in a trash bag, take it outside and set it by the dumpster and after work just put in your car to take home. I think this is what happened on the day we checked out of the hotel and housekeeping cleaned our room.
I work for Gap Inc. I know that when any employee takes out the trash at a Gap store, another employee has to accompany them all the way to the dumpster to ensure no one is stealing anything from the store. I believe this would alleviate the possibility of someone taking an item from a hotel room and I think the housekeeping department should adopt this as a standard operating procedure.
I recently heard on the news, that management at the Disney World Resort in Orlando, realized that a cast member who had worked for them for years had been stealing from guests. It took a long time for even Disney, the "King of Hospitality" to figure that out.
I think we will stick with the Hampton Inn in the future. They seem to always get it right and are very professional!!
You can stay at this property, just don't accidentally leave anything behind, because you might not get it back!!
- Official Description (provided by the hotel):
- Charleston South Carolina has it all history, museums, plantations, beaches, deep-sea fishing, golf, world renowned dining and more. Charleston is a great place for a mini or extended vacation with year-round cultural events that everyone will enjoy. Southeastern Wildlife Expo Cooper River Bridge Run Flowertown Festival Family Circle Cup / Tennis Heritage Rally Spoleto Festival Our award winning Holiday Inn Express Hotel is located in South Carolina s largest shopping district and twelve miles from Charleston s Historic Downtown. Our hotel is packed with amenities fitness center, seasonal outdoor pool, business center, spacious guest rooms, Jacuzzi suites, and meeting and banquet facilities. Perfect for the business traveler and leisure traveler alike, Holiday Inn Express Hotel & Suites - North Charleston South Carolina invites you to a memorable visit to the Low Country. ... more less
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- Also Known As:
- Holiday Inn Express Hotel And Suites Charleston/Ashley Phosphate
- Holiday Inn North Charleston
- North Charleston Holiday Inn
- Holiday Inn Hotel Charleston