Go Back  FlyerTalk Forums > Miles&Points > Hotels and Places to Stay > Marriott | Marriott Bonvoy
Reload this Page >

The hotel's reaction to the forgotten thing in the room

The hotel's reaction to the forgotten thing in the room

Old Aug 8, 19, 8:39 am
  #46  
 
Join Date: Nov 2007
Location: Colorado
Programs: UA Gold (.85 MM), HH Diamond, SPG Platinum (LT Gold), Hertz PC, National EE
Posts: 3,404
Originally Posted by wharvey View Post
Perhaps I am alone in this, but in all my years of travel I have NEVER left any single item back at a hotel. I guess I am too anal and organized and keep things where I can pack them up properly.

I can say I would never even think of paying to ship a charger internationally.... I could probably buy a few for what the shipping cost would be to get the left behind one back to me.
I'm about about as organized as it gets, but that random phone call from a client when I'm trying to pack , whether at home or a hotel has caused me some headaches over the years. At home I fixed that, as my biggest fear was being halfway to the airport but so busy on the phone I couldn't recall if I closed the garage doors or locked the deadbolts. Now I have automation and confirm things are taken care of, or can correct them remotely.

In a hotel, I have in fact left items, sometimes very expensive ones for the same reasons I mentioned. Quick call to my client to see if they can stop by in the next day or two and pick up the items, and for whatever reason my client's like to see that I'm human and screw up just like they do. Most of these clients are good friends now, partly out my being a goof at times. OP, use this to your advantage.

That said, years ago we left something very important at the Royal Hawaiian, maybe because of how frequently we visit, they refused my fedex # and dropped shipped to me at their cost. Pretty cool. Made for a funny next visit. The staff said the usual "Aloha" greeting, then joked if they would need to help me pack upon departure. I thought it was funny, or I'm just a goof.
DJ_Iceman likes this.

Last edited by COSPILOT; Aug 8, 19 at 9:00 am
COSPILOT is offline  
Old Aug 8, 19, 10:03 am
  #47  
 
Join Date: Jun 2011
Location: DCA
Programs: AA EXP; BoNVoY Plat
Posts: 1,770
I once left an iPad at the Sheraton Malpensa and was thrilled that they found it and kept it for me until I next returned.
ckendall is offline  
Old Aug 8, 19, 10:41 am
  #48  
 
Join Date: Jun 2009
Location: SacTown, Cali
Posts: 1,182
Originally Posted by HRSPGPutnik View Post
Exactly what I meant!
I didn't expect them to cover the cost, but I thought the hotel would do its best to arrange delivery. All they were willing to do was hand over the charger to the delivery man if I arranged a pickup at their location. That bothered me.

But it's not worth my time anymore. I will buy a new charger tomorrow and I will no longer use the services of that hotel in the future. Thanks everyone for the comments.
You acknowledge there was a language issue in another post. Maybe if you had been able to communicate in their language you could have gotten them to send via a cheaper shipping method!? To no longer stay at that hotel because of your carelessness seems hilarious. The hotel is probably happy to have one less overly-high maintenance guest. As a business owner I love when high maintenance customers tell us they won't come back because these type of customers sometimes become rude toward my employees (probably not knowingly) because they live in their own little self-entitled bubble. This might not apply to you so don't take it personal.
EuropeanPete and writerguyfl like this.
SacTownGuy is offline  
Old Aug 8, 19, 7:20 pm
  #49  
NoY
 
Join Date: Nov 2004
Location: Phuket & London
Programs: BA Emerald, TP *A Gold, EY Gold, QR bye bye, Hilton Diamond, IHG Spire Amb, Marriott Plat
Posts: 4,748
Originally Posted by HRSPGPutnik View Post
How did they organize the shipping? They charged you card or?
Yes, I completed a card authorisation form.
NoY is online now  
Old Aug 9, 19, 8:42 am
  #50  
 
Join Date: Oct 2018
Programs: Mileage Plus, Marriott Rewards, Southwest Rapid Rewards
Posts: 191
Originally Posted by wharvey View Post
Perhaps I am alone in this, but in all my years of travel I have NEVER left any single item back at a hotel. I guess I am too anal and organized and keep things where I can pack them up properly.

I can say I would never even think of paying to ship a charger internationally.... I could probably buy a few for what the shipping cost would be to get the left behind one back to me.
I guess you've never pulled an all nighter in Vegas with a 6am flight at the end of it then
TXJeepGuy is offline  
Old Aug 14, 19, 12:32 pm
  #51  
 
Join Date: Sep 2008
Posts: 6,260
I don't have sympathy because the OP already has a replacement charger (or will get one shortly, otherwise the smartwatch goes dead), and basically just wanted a free charger (ie one left at hotel). Knowing full well the charger isn't worth that much.
The hotel was right in not caring about OP's business because OP isn't returning there anytime soon.

And why should they waste their time on a cheap charger? Even doing the arrangements?

Now, if it were a "special" charger that would be something different, but it doesn't seem like it. It would be hard for someone to tell that your ordinary generic item is special unless you explicitly explain it.

On the topic of "service", I think perfect service is doing what your customers actually wants, rather than what they ask. They want to be cared for. And that's why going home is always the best (well, if you have a good family situation). Parents know you, know what you like, even if you have forgotten, and provide it.
s0ssos is offline  
Old Aug 14, 19, 4:05 pm
  #52  
Original Poster
 
Join Date: Jan 2015
Posts: 86
Originally Posted by s0ssos View Post
I don't have sympathy because the OP already has a replacement charger (or will get one shortly, otherwise the smartwatch goes dead), and basically just wanted a free charger (ie one left at hotel). Knowing full well the charger isn't worth that much.
The hotel was right in not caring about OP's business because OP isn't returning there anytime soon.

And why should they waste their time on a cheap charger? Even doing the arrangements?

Now, if it were a "special" charger that would be something different, but it doesn't seem like it. It would be hard for someone to tell that your ordinary generic item is special unless you explicitly explain it.

On the topic of "service", I think perfect service is doing what your customers actually wants, rather than what they ask. They want to be cared for. And that's why going home is always the best (well, if you have a good family situation). Parents know you, know what you like, even if you have forgotten, and provide it.
Thank you, OP's watch is in perfect condition and in love with new charger

The idea of ​​this post was to see what kind of hotel reaction one might expect. I see that some people agree with me and that the hotel should be more proactive in such problems, some people immediately put a price in focus, some think that it is solely my problem and that the hotel has nothing to do with it.

After some time has passed and I can think more neutral, taking into account comments I read here, I still think that the hotel should handle the situation a little more empathetically (especially a 5 * hotel for an Elite member). Probably the outcome would be the same and I would thank the hotel for their help and tell them to recycle the charger. But I would feel much more comfortable that they offered some help with the delivery.

This is how I think. These little things make the difference from hotel to hotel, and at least to me they are the basis for returning to a hotel. Maybe not next month, but next year or next vacation. After all, not only do we pay for expensive bedding and design, we also pay for personalized service (in most general sence). Most of the hotels I have been in think so and we have continued our enjoyable collaboration and coexistence.
HRSPGPutnik is offline  
Old Aug 14, 19, 4:30 pm
  #53  
Suspended
Marriott 25+ BadgeAman Contributor Badge
 
Join Date: Aug 2013
Location: Southern California, USA
Programs: Marriott Ambassador and LTT, UA Plat/LT Gold, AA Gold
Posts: 8,754
I'm always a bit suspicious when people cannot name the property involved, especially after they've departed and it shouldn't matter in any way, shape, or form. It feels a bit trolling to me.

That being said, anyone who forgets something at a hotel--whether it be luxury or not--should expect the hotel to try and help them get it returned AND be prepared to pay for the hotel to get it back to them. Thinking otherwise is just pure entitlement: it's a hotel, not a charity or your mother. Reminding us that one is elite or that it's a luxury hotel only adds to the sense of entitlement being displayed.
bhrubin is offline  
Old Aug 14, 19, 4:43 pm
  #54  
Original Poster
 
Join Date: Jan 2015
Posts: 86
Originally Posted by bhrubin View Post
I'm always a bit suspicious when people cannot name the property involved, especially after they've departed and it shouldn't matter in any way, shape, or form. It feels a bit trolling to me.
Circulo Gran Via, Madrid is the name of the hotel. I did not name it before because I did not want to concentrate the discussion to the particular hotel. But now, when everything is said - here is the name.
bhrubin likes this.
HRSPGPutnik is offline  
Old Aug 14, 19, 5:12 pm
  #55  
Suspended
Aman Contributor BadgeMarriott 25+ Badge
 
Join Date: Aug 2013
Location: Southern California, USA
Programs: Marriott Ambassador and LTT, UA Plat/LT Gold, AA Gold
Posts: 8,754
Originally Posted by HRSPGPutnik View Post
Circulo Gran Via, Madrid is the name of the hotel. I did not name it before because I did not want to concentrate the discussion to the particular hotel. But now, when everything is said - here is the name.
Thanks for sharing--I most appreciate it.

I do need to point out that hotel is 4 star. Your assumption that it wasn't delivering on some 5 star luxury service standard was mistaken.
bhrubin is offline  
Old Aug 15, 19, 1:25 am
  #56  
Original Poster
 
Join Date: Jan 2015
Posts: 86
Originally Posted by bhrubin View Post
Thanks for sharing--I most appreciate it.

I do need to point out that hotel is 4 star. Your assumption that it wasn't delivering on some 5 star luxury service standard was mistaken.
I am sorry for my mistake about the number of stars, I used categorization from Trivago. It is also on few other lists of Madrid 5 stars hotels (https://www.esmadrid.com for example).
HRSPGPutnik is offline  
Old Aug 15, 19, 6:55 am
  #57  
 
Join Date: Oct 2000
Programs: UA Gold 1MM, Marriott Ambassador/Lifetime Titanium, Accor Silver, Club Carlson Gold, BW Diamond
Posts: 2,431
Originally Posted by HRSPGPutnik View Post
I am sorry for my mistake about the number of stars, I used categorization from Trivago. It is also on few other lists of Madrid 5 stars hotels (https://www.esmadrid.com for example).
You needn't apologize. The quibble over "stars" is silly, anyway, for the very reason you point out - there are several star-rating systems.
HRSPGPutnik likes this.
clublounger is offline  
Old Aug 15, 19, 5:47 pm
  #58  
 
Join Date: Jul 2009
Location: PDX
Programs: Delta Diamond & 2MM, Marriott Lifetime TIT, Hertz Pres Club, IHG Gold, *A Gold
Posts: 1,026
Grand Hi Lai (hotel in Kaohsiung) shipped me (in CA) a computer charger. All I asked was for them to hold it until my next visit.

Avis shipped me (in OR) a suit jacket I left in a car in Ohio. This was a ..... to get back even though I would have happily paid for it.
HRSPGPutnik likes this.
CO-PLAT is online now  
Old Aug 15, 19, 5:50 pm
  #59  
Suspended
Aman Contributor BadgeMarriott 25+ Badge
 
Join Date: Aug 2013
Location: Southern California, USA
Programs: Marriott Ambassador and LTT, UA Plat/LT Gold, AA Gold
Posts: 8,754
Originally Posted by CO-PLAT View Post
Grand Hi Lai (hotel in Kaohsiung) shipped me (in CA) a computer charger. All I asked was for them to hold it until my next visit.

Avis shipped me (in OR) a suit jacket I left in a car in Ohio. This was a ..... to get back even though I would have happily paid for it.
There always are hotels that will go above and beyond as was done on your behalf in the examples you shared. The question raised herein is whether we are entitled to a hotel going above and beyond. I submit that we are not.

The OP did mention that the hotel in question did offer to hold it until the OP's next stay. So they got it half right LOL.
bhrubin is offline  

Thread Tools
Search this Thread
Search Engine: