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Digital Key For Wrong Room
I checked into the Marriott SLC at City Creek via the mobile app this afternoon. Upon arriving at the hotel I used the mobile key and went directly to my room. After a few minutes I went down to the lobby to look at the stuff for purchase. Nothing looked interesting so I went back to my room. Upon opening the app again I notice the room number has changed. It no longer works on my original room and it opens a new room on a different floor. I proceed to the front desk and they have no record of the change. My luggage is now missing from the room I am 99.8% sure had my luggage originally. The hotel staff is now looking through vacant rooms trying to find my stuff. (Only after the loss prevention guy accused me of attempting to steal someone’s luggage) Any had a situation like this? I feel like I’m loosing my mind. |
Crikey. Good luck.
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Originally Posted by SkiAdcock
(Post 29486061)
Crikey. Good luck.
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Yet another reason I refuse to use digital room keys.
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They couldn’t locate stuff. I filled a police report and am now going to bed. Seriously the worst hotel experience I’ve ever had.
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That's awful. It just can't magically disappear. Do they have CCTV inside hotel premises? Perhaps security can check the video footage.
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The only cameras are in the lobby. They claim they’re going to “look into it.” I still can’t believe the loss prevention guy claimed I was trying to steal someone’s luggage.
Anyone have experience getting reimbursement for luggage from a hotel chain? |
They found it. I’ve never been so happy to be woken up at 11:30.
I will NEVER EVER, EVER use a mobile key again. And the fact that their key system let me into a totally different room doesn’t inspire confidence. |
Where did they find your luggage? I hope your were compensated!
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They didn’t say. Everything was there though. I was not offered any compensation but it was the security folks who dropped it off.
I’m going to see if they proactively offer me anything tomorrow, if not, I am going to gather my thoughts and either talk to a manager or send them an email. |
On what basis did they accuse you of trying to steal luggage? I would not have taken that very well in the first place and definitely would have raised a stink when they finally found the luggage and dropped it off to me. Definitely something that you need to pursue and talk directly to the manager about. I didnt even know Marriott had a digital key system. I used the Hilton one and always worked well, I just dont trust Marriott tech enough to use it with them though. They cant seem ever get anything to work.
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You don't trust Marriott's IT but you trust Hilton's?!? :confused:
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Originally Posted by trentryan
(Post 29486035)
I checked into the Marriott SLC at City Creek via the mobile app this afternoon. Upon arriving at the hotel I used the mobile key and went directly to my room. After a few minutes I went down to the lobby to look at the stuff for purchase. Nothing looked interesting so I went back to my room. Upon opening the app again I notice the room number has changed. It no longer works on my original room and it opens a new room on a different floor. I proceed to the front desk and they have no record of the change. My luggage is now missing from the room I am 99.8% sure had my luggage originally. The hotel staff is now looking through vacant rooms trying to find my stuff. (Only after the loss prevention guy accused me of attempting to steal someone’s luggage) Any had a situation like this? I feel like I’m loosing my mind. 1) when you noticed the change, it sounds like you first tried to open your original room (and were unable) and then you tried to open the "new" room listed (and succeeded), is that right? was the "new" room occupied? 2) Did the hotel staff then check the original room for your bags? 3) Whose luggage did they think you were trying to steal? 4) was your original room re-assigned to a different guest? |
I have the BS flag out and I'm about ready to throw it, waiting on some further information.
Decades ago,, wasn't there a Twliight Zone episode like this (or maybe it was Alfred Hitchcock.) |
Originally Posted by mcgahat
(Post 29487090)
On what basis did they accuse you of trying to steal luggage? I would not have taken that very well in the first place and definitely would have raised a stink when they finally found the luggage and dropped it off to me. Definitely something that you need to pursue and talk directly to the manager about.
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