The hotel's reaction to the forgotten thing in the room
Aug 5, 2019, 11:31 pm
#31
FlyerTalk Evangelist
Join Date: Sep 2003
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Like many threads, the lack of details, how far away the property was, certainly contributed to any confusion there was.
Aug 5, 2019, 11:33 pm
#32
Join Date: Sep 2008
Posts: 7,875
Yes, it is funny that people think a 5* hotel means they are very nice. Somewhat like how people think rich people are very nice. When everybody knows poor are more charitable (in comparison to how much money they have).
Aug 5, 2019, 11:45 pm
#33
Join Date: Feb 2008
Location: In the air
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I don’t think anyone is supposing that a 5* is nicer, but that part of what you are paying more for is better service.
Aug 5, 2019, 11:52 pm
#34
Join Date: Sep 2008
Posts: 7,875
Yes, but as we all know, you don't actually mean service. You mean "caring". And as we all know those who care for you most aren't doing it for the money.
But anyways, let’s agree to disagree on what I mean and move on.
Aug 6, 2019, 1:03 am
#36
Join Date: Apr 2007
Location: Australia
Posts: 6,338
But "organise the delivery" would involve TIME and effort on the part of someone at the hotel. Isn't there automatically a cost (to the hotel) of that? Mentioning cheaper options involving using the local "regular mail" system to send the item shows a clear expectation that the hotel staff would package, pay for, and post the item surely? What am I missing here?
Aug 6, 2019, 3:08 am
#37
Join Date: Dec 2018
Location: Bounding Around The Good 'Ole USA In My Chevrolet
Programs: UA Gold
Posts: 381
To me, the problem is requiring you to organize the shipping yourself. Does this mean that you would need to hire someone local to go to the hotel and put the thing in suitable packaging rather than having some hotel staff member take care of such details? People leave stuff behind all the time in hotel rooms and the hotel should have a process to efficiently sent the items, although it's not unreasonable to expect the guest to pay FedEx or whatever fees, ideally using the hotel's account with a good discount attached.
Aug 6, 2019, 8:30 am
#38
Join Date: Mar 2014
Location: CLE
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Recently stayed at a Residence Inn on the west side of Cleveland for a wedding (on points). Girlfriend left a pair of earrings and the hotel mailed them (at thier cost) as a courtesy without request after my girlfriend called and asked them to hold them for a family friend. Problably cost them $20, but I will surely stay there multiple times in the future while coming home to see family.
In the OP's case, it cost the hotel nothing to lose a customer (and possibly other's from hearing his story). In my case is COST the hotel $20 + time and effort to win a customers loyalty. Today there's so many hotel brands even just within Marriott. It would seem like selling 1 more room, a few weeks a year would be worth the investment (unless of course they typically sell out every night - then no need to win anyone's loyalty).
In the OP's case, it cost the hotel nothing to lose a customer (and possibly other's from hearing his story). In my case is COST the hotel $20 + time and effort to win a customers loyalty. Today there's so many hotel brands even just within Marriott. It would seem like selling 1 more room, a few weeks a year would be worth the investment (unless of course they typically sell out every night - then no need to win anyone's loyalty).
Aug 6, 2019, 10:14 am
#39
Join Date: Jan 2014
Location: Denver, Colorado
Programs: IHG Spire, Hilton Honors Gold, Marriott Titanium, Mileage Plus Gold
Posts: 1,736
Recently stayed at a Residence Inn on the west side of Cleveland for a wedding (on points). Girlfriend left a pair of earrings and the hotel mailed them (at thier cost) as a courtesy without request after my girlfriend called and asked them to hold them for a family friend. Problably cost them $20, but I will surely stay there multiple times in the future while coming home to see family.
In the OP's case, it cost the hotel nothing to lose a customer (and possibly other's from hearing his story). In my case is COST the hotel $20 + time and effort to win a customers loyalty. Today there's so many hotel brands even just within Marriott. It would seem like selling 1 more room, a few weeks a year would be worth the investment (unless of course they typically sell out every night - then no need to win anyone's loyalty).
In the OP's case, it cost the hotel nothing to lose a customer (and possibly other's from hearing his story). In my case is COST the hotel $20 + time and effort to win a customers loyalty. Today there's so many hotel brands even just within Marriott. It would seem like selling 1 more room, a few weeks a year would be worth the investment (unless of course they typically sell out every night - then no need to win anyone's loyalty).
Aug 7, 2019, 12:54 pm
#41
Flyertalk Evangelist and Moderator: Coupon Connection and Travel Products
Join Date: Jul 2000
Location: Milton, GA USA
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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 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.
Aug 8, 2019, 5:28 am
#42
Join Date: Nov 2004
Location: Phuket
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Posts: 5,269
I left an item at Marriott Sky City Hong Kong. They recovered the item & offered to ship at my cost. Perfectly reasonable. And thats what I did. Simple.
Aug 8, 2019, 7:51 am
#43
Original Poster
Join Date: Jan 2015
Posts: 93
Aug 8, 2019, 7:52 am
#44
Join Date: Jan 2003
Posts: 3,785
I think the courier thing is due to legal reason. What if it is a laptop charger but packed full of explosive or drug? The hotel probably didn't want to take the blame for initiated the shipment. Having said that, I have left items behind a few times and all of them were shipped back to me on the hotel's. I offered to pay but they don't need it.
Aug 8, 2019, 7:58 am
#45
Join Date: Apr 2004
Location: BOS
Programs: Marriott LTG, HHonors Diamond, Nat'l Exec
Posts: 3,581
To add a datapoint to this thread now that it's reawakened, the St Regis Bangkok referred me to their business center who handles such requests, and they offered me several quotes for shipping speed and cost. I think they added a small handling surcharge. That's the level of service I would generally expect from a top tier property.
Asking a guest to send someone to put an item in a box or envelope seems ludicrous to me -- it's a few minutes of effort for the hotel vs a huge hassle for someone to arrange remotely in an unfamiliar city, with an unfamiliar language.
Last edited by dtremit; Aug 8, 2019 at 8:03 am