Bell services left backpack in taxi — do you always check?
Mar 5, 2019, 11:09 pm
#1
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Bell services left backpack in taxi — do you always check?
just checked in to the Park Hyatt Sydney. When we arrived via taxi an employee invited us into the hotel to check in as bags were being unloaded from the back. We went with him before everything was out. Turns out a backpack got left in the back of the cab and is currently missing. In hindsight obviously we should have watched to make sure everything made it out but we didn’t. Do you always double check? How much should we hold the hotel at fault if the bag doesn’t turn up?
Mar 5, 2019, 11:29 pm
#2
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just checked in to the Park Hyatt Sydney. When we arrived via taxi an employee invited us into the hotel to check in as bags were being unloaded from the back. We went with him before everything was out. Turns out a backpack got left in the back of the cab and is currently missing. In hindsight obviously we should have watched to make sure everything made it out but we didn’t. Do you always double check? How much should we hold the hotel at fault if the bag doesn’t turn up?
I’d certainly expect the hotel try and get the item, if you’re sure it was in there.
Mar 6, 2019, 12:58 am
#3
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I would expect the hotel to follow up with the taxi company, identify which car it was, contact the driver, and provide an update of some sort (and return of the bag if it was located). That much I would expect simply as a matter of service.
Beyond that, in terms of replacing the lost items, it depends. If it was the only item in the passenger compartment, then I wouldn't necessarily fault the hotel staff for failing to look there when they may reasonably have believed that all your items were in the trunk. If they got other items out of the passenger compartment, however, I would be inclined to request reasonable compensation for the loss, perhaps in the form of dinner or drinks. If the item was exceedingly valuable, I'd put the onus on you for not minding it yourself.
I had the reverse happen at St. Regis Beijing -- we called for bell staff to check out and for a taxi to the airport. The bell staff came and an agent escorted us to checkout. We were then whisked into a cab and arrived at the airport to open to trunk and find no luggage! We called the hotel and the hotel sent another taxi to the airport, at its expense, with the bags, and gave some points for the hassle. Now we always check getting in and going out ^
Beyond that, in terms of replacing the lost items, it depends. If it was the only item in the passenger compartment, then I wouldn't necessarily fault the hotel staff for failing to look there when they may reasonably have believed that all your items were in the trunk. If they got other items out of the passenger compartment, however, I would be inclined to request reasonable compensation for the loss, perhaps in the form of dinner or drinks. If the item was exceedingly valuable, I'd put the onus on you for not minding it yourself.
I had the reverse happen at St. Regis Beijing -- we called for bell staff to check out and for a taxi to the airport. The bell staff came and an agent escorted us to checkout. We were then whisked into a cab and arrived at the airport to open to trunk and find no luggage! We called the hotel and the hotel sent another taxi to the airport, at its expense, with the bags, and gave some points for the hassle. Now we always check getting in and going out ^
Mar 6, 2019, 2:30 am
#4
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Thanks for the replies. To update, the situation was thankfully resolved. The hotel did contact the taxi company and eventually the driver who located the bag in the back of the cab. Apparently the driver had gone home for the day and demanded that we pay his fare to return to the hotel with the bag. We asked for the hotel to pay for it since they failed to get the bag out in the first place and after checking with the manager they did agree to pay. So the bag was returned at no cost to us and the hotel did apologize. Successful resolution although a bit of stress involved along the way and as big lesson learned, always check to make sure you have everything! Oh and it was not the only bag in back of the cab.
Mar 6, 2019, 2:57 am
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Thanks for the replies. To update, the situation was thankfully resolved. The hotel did contact the taxi company and eventually the driver who located the bag in the back of the cab. Apparently the driver had gone home for the day and demanded that we pay his fare to return to the hotel with the bag. We asked for the hotel to pay for it since they failed to get the bag out in the first place and after checking with the manager they did agree to pay. So the bag was returned at no cost to us and the hotel did apologize. Successful resolution although a bit of stress involved along the way and as big lesson learned, always check to make sure you have everything! Oh and it was not the only bag in back of the cab.
Mar 6, 2019, 7:13 am
#6
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I'd go farther and say that this was shockingly bad service for PH Sydney.
Mar 6, 2019, 8:45 am
#7
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I rarely let others from the hotel touch my bags but if I did I would be standing over them. That extra 20 seconds saves many hours/$$$ of worry later.
Mar 6, 2019, 9:32 am
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Mar 6, 2019, 12:57 pm
#9
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hmm, well I also didn’t particularly appreciate the number of times they asked if we were sure it wasn’t in the room (3 or 4 times) and during the time they were still trying to reach the cab driver they “reviewed security footage” and said my sister entered the hotel with a bag “matching the description” of the missing bag— of course this was a much smaller bag that was completely different in color. Live and learn I guess!
Mar 6, 2019, 2:23 pm
#11
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I never, ever let others touch my bags. I make it a point not to travel with anything I cannot maneuver myself. If I did let staff handle bags, I certainly would not leave items in the passenger compartment and expect anyone to look there unless I had pointed the item out.
Mar 6, 2019, 4:09 pm
#12
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hmm, well I also didn’t particularly appreciate the number of times they asked if we were sure it wasn’t in the room (3 or 4 times) and during the time they were still trying to reach the cab driver they “reviewed security footage” and said my sister entered the hotel with a bag “matching the description” of the missing bag— of course this was a much smaller bag that was completely different in color. Live and learn I guess!
it is understandable that they would review footage to protect against a fraudulent claim but TELLING you about that (not to mention doing so when they did) is nuts.
utterly terrible service that I must presume reflects the culture of the management. I would post this on tripadvisor too, btw.
Mar 6, 2019, 4:54 pm
#13
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As soon as I saw your subject line I thought to myself "The only time that has happened to me was at the PH Sydney". So I was surprised (or maybe not), when I saw the hotel you were referring to. Last time I was there I had 2 bags in the trunk of a taxi. I had some problems with my cc not working for the ride, and was dealing with the driver. Got that resolved and when I got out the bellman said he had already gotten my bags, he told the driver all was good, and he started to take off. I quickly realized that he had only taken one of the 2 bags out of the trunk, and the bag that was left in had everything expensive I had with me, laptop, extra cards and cash (I split them up), etc. I ran and caught the taxi right as it was exiting their little driveway. Driver opened the trunk, and there was my other bag in plain view sitting there. So I never trust anyone else to get my bags, or assume they did anyway.
Mar 7, 2019, 4:18 am
#14
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I never, ever let others touch my bags. I make it a point not to travel with anything I cannot maneuver myself. If I did let staff handle bags, I certainly would not leave items in the passenger compartment and expect anyone to look there unless I had pointed the item out.