|
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.
|
Originally Posted by SkiAdcock
(Post 29486061)
Crikey. Good luck.
|
Yet another reason I refuse to use digital room keys.
|
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.
|
That's awful. It just can't magically disappear. Do they have CCTV inside hotel premises? Perhaps security can check the video footage.
|
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!
|
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.
|
You don't trust Marriott's IT but you trust Hilton's?!? :confused:
|
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.
|
Originally Posted by pvn
(Post 29487670)
Wow, this is crazy. Just a couple of questions
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? The hotel staff did check the orginal room room for the baggage after about 30 minutes. They were no longer in there. (I was with them when they did this) I’m guessing housekeeping moved them or something. The loss prevention guy basically said something to the effect of “how do I know you’re not trying to steal luggage and why would you access the wrong room?” By the end of this I felt like I was in a twilight zone episode! In chatting with a coworker today apparently they have her rental car to the wrong person last year. I’ll be avoiding this hotel going forward. |
So where did they find the bags??? It sounds like they moved your bags and then tried to convince you that you were crazy to cover up their snafu.
|
Originally Posted by NDDomer86
(Post 29487092)
You don't trust Marriott's IT but you trust Hilton's?!? :confused:
|
So, when we finally get to the bottom of this, HOW MANY points should you get for compensation?. (This is FT, after all.)
|
Originally Posted by trentryan
(Post 29488503)
The loss prevention guy basically said something to the effect of “how do I know you’re not trying to steal luggage and why would you access the wrong room?”
|
Originally Posted by mahasamatman
(Post 29489691)
I hope you specifically named him in the police report. I hope it's not part of a scam.
maybe there was more to this than seems apparent. |
Originally Posted by overdahill
(Post 29489926)
without being specific would there be contents of interest?
maybe there was more to this than seems apparent. My plan is to not make a fuss about it while I am staying here as I don't want the over aggressive loss prevention guy to come at me again. I'll be speaking to a manager on check out day for sure though. |
Originally Posted by mcgahat
(Post 29489306)
Yes. Not saying that Hilton is very "progressive" in what they do but have never had as many problems as I have since staring to stay a Marriott hotels more.
The real failure here isn't the key screwup. It's the recovery. Losing the OP's luggage afterwards is pretty bad. The LP Officer, on the other hand, rates somewhere between stupid (unable/unwilling to understand the situation, and accusing the OP of a scenario that makes no sense) and malicious (attacking a guest you've already screwed over makes it pretty clear you don't want their business). I wouldn't feel safe staying in a hotel that treated me like that, so I'd probably eat the cost and go somewhere else. |
May I suggest that sometimes tone gets lost in translation ....
The LP guy may have in-artfully been trying to say, i always have to do this, otherwise someone could be trying to steal luggage, not meaning to suggest you were trying to steal luggage. Remember, My Cousin Vinnie? Tone can be misunderstood. Seems to me the real issue is that they checked you into your room, you went into your room, and someone moved your luggage without telling you. That's way more significant than anything the LP guy said. |
Originally Posted by C17PSGR
(Post 29490588)
May I suggest that sometimes tone gets lost in translation ....
The LP guy may have in-artfully been trying to say, i always have to do this, otherwise someone could be trying to steal luggage, not meaning to suggest you were trying to steal luggage. Remember, My Cousin Vinnie? Tone can be misunderstood. Seems to me the real issue is that they checked you into your room, you went into your room, and someone moved your luggage without telling you. That's way more significant than anything the LP guy said. |
Originally Posted by Dave510
(Post 29491872)
If Marriott's system glitched and showed the OPs room as checked out, it would be pretty reasonable for housekeeping to move the luggage when they see it in a (presumably) checked out room.
And on the give the LP guy a break for his comment (but not for not having any info on the missing luggage), I note that there are some hotel room luggage thefts in the news in SLC today. So, perhaps the LP had information being shared from other hotels about this issue. |
Originally Posted by Dave510
(Post 29491872)
If Marriott's system glitched and showed the OPs room as checked out, it would be pretty reasonable for housekeeping to move the luggage when they see it in a (presumably) checked out room.
And it's unreasonable for Marriott's system to glitch without any trace of the previous room that the OP not just had on his screen, but actually accessed. I'd want to hear the GM say that he was angry about this and had been working with Marriott IT to figure out what happened and escalate a fix to top levels. It just shouldn't be possible for this to happen without a trace. |
Originally Posted by C17PSGR
(Post 29491924)
Perhaps but one would think that having luggage in a checked out room would be a somewhat big deal in a mid-sized hotel like this. Also, that moving luggage would require security's involvement so they would know and OP wouldn't have had the disconnect issue with his luggage.
And on the give the LP guy a break for his comment (but not for not having any info on the missing luggage), I note that there are some hotel room luggage thefts in the news in SLC today. So, perhaps the LP had information being shared from other hotels about this issue.
Originally Posted by jmastron
(Post 29492161)
It's completely unreasonable for housekeeping to move luggage out of a room and not have it *very* *well* *documented* and readily accessible to the front desk. Instead of accusing the OP, the security person should have immediately found out who else had been in the room after OP, and been on the phone with that person finding out where the luggage was taken and why it wasn't documented properly. And apologizing profusely.
And it's unreasonable for Marriott's system to glitch without any trace of the previous room that the OP not just had on his screen, but actually accessed. I'd want to hear the GM say that he was angry about this and had been working with Marriott IT to figure out what happened and escalate a fix to top levels. It just shouldn't be possible for this to happen without a trace. I'm merely saying housekeeping SHOULD move the luggage to a safe location if they see one in a checked out room (but of course they should first inform security and document it). |
Originally Posted by Dave510
(Post 29493019)
I'm merely saying housekeeping SHOULD move the luggage to a safe location if they see one in a checked out room (but of course they should first inform security and document it).
|
Not a Marriott, but a year ago I checked into a hotel in Cancun. Went to the room and the closet had neatly packed luggage inside. I spoke to a staff member in the hall. They offered to take the luggage out. I said "no I would return to the front desk". Apparently I got the wrong room and those people were still there. If I stayed, they bags would have been missing.
|
| All times are GMT -6. The time now is 5:39 pm. |
This site is owned, operated, and maintained by MH Sub I, LLC dba Internet Brands. Copyright © 2026 MH Sub I, LLC dba Internet Brands. All rights reserved. Designated trademarks are the property of their respective owners.