Guest User
October 13, 2024
In July 2024 I stayed there and I forgot my jacket and the staff promised to ship it back to me (I asked for the bill to pay the shipping cost). 8 weeks with +20 emails, chats, and calls from my side with no action from the hotel. After 8 weeks, I escalated it and the hotel staff promised to ship the jacket to me. I asked for the tracking number. 2 weeks later no news. When I follow up, they tell me that they shipped it to me 2 weeks ago, but no tracking number, nor proof of shipment nor even invoice related to any shipment have been provided. Obviously, I never got the jacket back. The hotel GM (Steven) said "sorry". Such an amazing response, plenty of accountability! The hotel parent company CEO (Brian), didn't even answer my emails. The only person empathetic and supporting me in the process was the old hotel GM (Bob). I am grateful to him and I am sad that he is not there anymore. I would never recommend this hotel. I have travelled the world and it's the first time I feel that frustrated and disappointed