Hotel throws out all my clothes
Aug 1, 17, 4:53 pm - Wikipost
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Jul 17, 17, 11:50 am
#1
Original Poster
Join Date: Sep 2003
Location: LAS
Posts: 1,323
Hotel throws out all my clothes
Diamond member, over 300 nights in a Hilton hotel in last year.
Three night stay at a Hilton resort property . . . booked on two separate, back to back reservations, one for one night, the other for two nights.
Confirmed at check-in that my reservations were linked, clerk issued key that would be valid the entire 3 night stay.
Returned to hotel after work, on the second day. Key worked. Room empty. Not one item left. Fortunately, I had packed my laptop, phone charger in my bag, so it was all my clothes that were gone.
Talked to front desk, and the operations manager at this Hilton. They promised to look for my clothes.
Result: Nothing. It was a new "house man", manager says, who went too quickly emptying trash in rooms, following the housekeeper. He admits he tossed all my clothes (which were in Hilton laundry bags on a table).
Manager offered to comp one night of the three, but would not reimburse for clothing because he said that required him going through Corporate (Tennessee? he said). He said hotels do not have "petty cash" drawers to pay out for guests' missing items.
What is reasonable expectation here for a guest? (me)
Three night stay at a Hilton resort property . . . booked on two separate, back to back reservations, one for one night, the other for two nights.
Confirmed at check-in that my reservations were linked, clerk issued key that would be valid the entire 3 night stay.
Returned to hotel after work, on the second day. Key worked. Room empty. Not one item left. Fortunately, I had packed my laptop, phone charger in my bag, so it was all my clothes that were gone.
Talked to front desk, and the operations manager at this Hilton. They promised to look for my clothes.
Result: Nothing. It was a new "house man", manager says, who went too quickly emptying trash in rooms, following the housekeeper. He admits he tossed all my clothes (which were in Hilton laundry bags on a table).
Manager offered to comp one night of the three, but would not reimburse for clothing because he said that required him going through Corporate (Tennessee? he said). He said hotels do not have "petty cash" drawers to pay out for guests' missing items.
What is reasonable expectation here for a guest? (me)
Jul 17, 17, 12:44 pm
#3
Join Date: Jan 2007
Location: Canary Wharf, London
Programs: MyWaitrose, IC Spire Ambassador, Hilton Diamond & BAEC Gold
Posts: 2,475
I have to ask, why was every single item of clothing in a Hilton Laundry bag?
Was anything else in the room to show it was occupied? Personal toiletries, for example
Was anything else in the room to show it was occupied? Personal toiletries, for example
Jul 17, 17, 12:57 pm
#4
FlyerTalk Evangelist
Join Date: Jul 1999
Posts: 10,582
I would guess the computer told housekeeping the room should have been empty after the first night as it was a 1 night reservation. If you had gone to the front desk in the morning after the first night , checked out and immediately back in it probably would not have happened as now the housekeeping computer would show it as occupied. Linking the reservations does not preclude you from needing to do this. As you didn't check out and back in again right away, once checkout time arrives housekeeping assumed the room would have been checked out of and when they went to clean it for a new arrival they took everything out. Just my guess. I have done back to back reservations before and have always gone to the front desk in the morning when the first reservation ends, checked out and right back in again into the same room. I would guess all the linking did was tell them don't assign the room to anyone else after the first reservation ends.
Jul 17, 17, 12:59 pm
#5
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Join Date: Apr 2013
Location: PHX/SFO
Programs: AA EXP; AS 75K; WN A List; UA 1K 1MM; Hyatt Globalist; Marriott AMB; Hilton Diamond (Aspire)
Posts: 45,580
Originally Posted by Amicus
What is reasonable expectation here for a guest? (me)
Jul 17, 17, 1:12 pm
#6
Join Date: Jun 2013
Posts: 948
Originally Posted by Baze
I would guess the computer told housekeeping the room should have been empty after the first night as it was a 1 night reservation. If you had gone to the front desk in the morning after the first night , checked out and immediately back in it probably would not have happened as now the housekeeping computer would show it as occupied. Linking the reservations does not preclude you from needing to do this. As you didn't check out and back in again right away, once checkout time arrives housekeeping assumed the room would have been checked out of and when they went to clean it for a new arrival they took everything out. Just my guess. I have done back to back reservations before and have always gone to the front desk in the morning when the first reservation ends, checked out and right back in again into the same room. I would guess all the linking did was tell them don't assign the room to anyone else after the first reservation ends.
No, it isn't. He should be paid back in full and then some.
Jul 17, 17, 1:25 pm
#7
Join Date: Mar 2017
Programs: JMB Crystal; Delta Gold; HH Diamond; Hyatt Discoverist
Posts: 10
The manager's response was absurd. I imagine the value of the clothes is more than what would be allowed under "petty cash" anyway. Assuming what he said is true, what is his aversion to contacting corporate to rectify the situation? Does this happen often?
You are entitled to full reimbursement.
You are entitled to full reimbursement.
Jul 17, 17, 2:15 pm
#8
FlyerTalk Evangelist
Join Date: Jul 1999
Posts: 10,582
Originally Posted by theddo
I'm sorry but are you trying to say telling the staff that you have two reservations, and them linking them and giving you a key for the entire stay isn't enough and it's still OPs fault for not understanding Hilton is staffed by people without reading comprehension?
No, it isn't. He should be paid back in full and then some.
No, it isn't. He should be paid back in full and then some.
If OP was not checked into the second reservation, which you can't until that day or day before on the app/web. Then how would housekeeping know the room was to be occupied by the same person. And even if checked in on the app/web it may not click that it is the same name and housekeeping may just think the new person was coming and they better clean the room for new guest. Going down to the front desk in the morning probably would have alleviated the whole situation. As far as housekeeping probably knew, someone was checking out and someone was going to check in.
Jul 17, 17, 2:16 pm
#9
Join Date: Feb 2017
Location: Houston
Programs: UA 1K and Million Miler, *A Gold, Marriott Bonvoy Lifetime Titanium, Hertz Five Star,
Posts: 991
I would have taken the clothes off of the back of the hotel clerk. You should be comped the entire stay and given a reasonable sum for your clothes. Just threaten to take your 300 nights somewhere else... and do that direct to corporate!
Jul 17, 17, 2:26 pm
#10
Join Date: Mar 2012
Programs: Marriott & SPG Plat, HH Diamond, Accor Plat, ex-Fairmont Plat, ex-Swissotel Eleva
Posts: 710
Originally Posted by theddo
I'm sorry but are you trying to say telling the staff that you have two reservations, and them linking them and giving you a key for the entire stay isn't enough and it's still OPs fault for not understanding Hilton is staffed by people without reading comprehension?
No, it isn't. He should be paid back in full and then some.
No, it isn't. He should be paid back in full and then some.
It is almost ridiculous to even try to blame the OP here.
Agreeing with the rest that OP should receive full compensation, and some extra for inconvenience without his/her other clothings. I am sure the hotel will be able to do something at their level.
That said, weigh the cost of 1-night vs the loss of clothings. If 1-night does not add up, then 2-nights or 3-nights comped?
Or will OP also be willing to consider additional HH courtesy points, if this option is available at the hotel level? Or OP can stick to cash compensation (and if the hotel insist they must invoke Corporate, then OP must weigh the hassle of chasing it after he leaves the hotel).
Jul 17, 17, 2:49 pm
#11
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Join Date: Aug 2001
Location: SEA
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The management of this hotel sounds like they are really bad news!
Not long ago I stayed at the Crowne Plaza, where I came home the second day to find that all of my belongings were missing. In a panic, I assumed that a thief had broken-in and reported the issue to management, who took it incredibly seriously. All of my belongings were located in a large bag in the housekeeping area where the housekeeper who had mistakenly assumed I was a Check-out had left them. They ended up sending up a bottle of champagne and a huge fruit and cheese plate, as well as comping me the night's stay.
Not long ago I stayed at the Crowne Plaza, where I came home the second day to find that all of my belongings were missing. In a panic, I assumed that a thief had broken-in and reported the issue to management, who took it incredibly seriously. All of my belongings were located in a large bag in the housekeeping area where the housekeeper who had mistakenly assumed I was a Check-out had left them. They ended up sending up a bottle of champagne and a huge fruit and cheese plate, as well as comping me the night's stay.
Jul 17, 17, 3:10 pm
#12
Join Date: Nov 2008
Location: Snohomish, WA
Programs: AS MVP Gold, HHonors Diamond
Posts: 2,645
Originally Posted by ZenWorld
Or will OP also be willing to consider additional HH courtesy points, if this option is available at the hotel level? Or OP can stick to cash compensation (and if the hotel insist they must invoke Corporate, then OP must weigh the hassle of chasing it after he leaves the hotel).
Neil
Jul 17, 17, 3:10 pm
#13
Join Date: Dec 2006
Location: Pacific Northwest
Programs: UA 1MM, AS MVP, Bonvoyed Gold, Honors Dia, IHG Plat, ...
Posts: 9,915
So... at this property, if I were to forget something in my room upon checkout, they would immediately file it in the dumpster?
What property is this?
What property is this?
Jul 17, 17, 3:27 pm
#14
Join Date: May 2005
Location: Northern VA
Posts: 228
Originally Posted by missamo80
Reasonable expectation? They replace your clothes. The items aren't missing, they threw them out. Talk to the GM.
Neil
Neil
Hiya Neil (Neil also here, but go by QuesoDeCan)-
Talk to the GM ....tweet, snapchat....etc....make sure that CORPORATE hears about this!
Jul 17, 17, 5:56 pm
#15
Join Date: Apr 2007
Location: Toronto, Ont., Canada
Programs: Aeroplan; Marriott Gold; IHG Platinum; Best Western Diamond
Posts: 1,853
I'd suggest the OP go buy a set of replacement clothing. And replacement of anything else (toiletry, bag, etc.) Then ask corporate (cc. GM) for full reimbursement, indicating the GM's original response.
We all agree the OP should be compensated fully missing items. For Hilton to have a basis to work with, the receipt of the replacement clothing/items, gives them something to work with.
Corporate should want to compensate the OP, a diamond member with 300+ nights, and with full apology. If possible, the OP can find the frontdesk staff's name(s) where he was told his reservations were linked, and the same key would work for all 3 nights.
We all agree the OP should be compensated fully missing items. For Hilton to have a basis to work with, the receipt of the replacement clothing/items, gives them something to work with.
Corporate should want to compensate the OP, a diamond member with 300+ nights, and with full apology. If possible, the OP can find the frontdesk staff's name(s) where he was told his reservations were linked, and the same key would work for all 3 nights.
