Charles F
28 februari 2024
The Marriot Chauteau is one the best hotels along the *****. Everything about it is great. The valet, location, and cleanliness are all top-notch. However, the issue I have is the lack of integrity in their housekeeping and the importance of guest's property. Long story short, we decided to extend our stay and had to switch rooms. Unfortunately, I left one bag behind. An hour and half after realizing this, I went back to the room to hopefully intercept the housekeeper. He said he cleaned the room and didn’t find a bag and said, "Most likely a 2nd housekeeper possibly took it." We reported it to security, loss prevention, and the manager. They were sincere in our concern of our lost luggage, however, our issue felt like it wasn’t handled properly. They could’ve: checked logs, interviewed the housekeeper, looked at camera footage, and actually settled the issue there within a matter of minutes. Instead, it felt like chasing a ghost as they couldn’t do any of the above. We're not trying to solve a murder mystery. We just simply want our property back. If their intent was to even steal it, we won’t ask questions. We simply just want our property back. Although our property can be replaced, it became more of the principle. It seems that management or security can not get the housekeepers to talk us face-to-face. How difficult is it to call the housekeeper down for a brief moment? Why do we have to wait til he gets off his break? Why do we have to wait til his next shift in 3 more days? Why let the time fly instead of handling the matter right this moment? We've been driven in circles that it appears that they are just covering it up. It seem like a stalling static. Our luggage may have not been high end electronics or jewelry, but as a lesson to future and returning guests, be aware thievery if you’re on floor 15. Do not let the housekeepers in. A week later, there has been no follow up on their part. Empty promises.
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