Digital Key For Wrong Room
Mar 4, 2018 | 9:19 pm
#1
Original Poster
Join Date: Jul 2017
Posts: 51
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 someones luggage)
Any had a situation like this? I feel like Im loosing my mind.
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 someones luggage)
Any had a situation like this? I feel like Im loosing my mind.
Mar 4, 2018 | 9:27 pm
#2
A FlyerTalk Posting Legend
Join Date: Aug 2002
Programs: UALifetimePremierGold, Marriott LifetimeTitanium
Posts: 74,092
Crikey. Good luck.
Mar 4, 2018 | 10:51 pm
#4
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Join Date: Apr 2004
Location: GVA (Greater Vancouver Area)
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Yet another reason I refuse to use digital room keys.
Mar 4, 2018 | 10:58 pm
#5
Original Poster
Join Date: Jul 2017
Posts: 51
They couldnt locate stuff. I filled a police report and am now going to bed. Seriously the worst hotel experience Ive ever had.
Mar 4, 2018 | 11:03 pm
#6
Join Date: Nov 2014
Location: Somewhere
Posts: 1,196
That's awful. It just can't magically disappear. Do they have CCTV inside hotel premises? Perhaps security can check the video footage.
Mar 4, 2018 | 11:07 pm
#7
Original Poster
Join Date: Jul 2017
Posts: 51
The only cameras are in the lobby. They claim theyre going to look into it. I still cant believe the loss prevention guy claimed I was trying to steal someones luggage.
Anyone have experience getting reimbursement for luggage from a hotel chain?
Anyone have experience getting reimbursement for luggage from a hotel chain?
Mar 4, 2018 | 11:33 pm
#8
Original Poster
Join Date: Jul 2017
Posts: 51
They found it. Ive 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 doesnt inspire confidence.
I will NEVER EVER, EVER use a mobile key again. And the fact that their key system let me into a totally different room doesnt inspire confidence.
Mar 4, 2018 | 11:53 pm
#9
Join Date: Sep 2017
Posts: 587
Where did they find your luggage? I hope your were compensated!
Mar 5, 2018 | 12:03 am
#10
Original Poster
Join Date: Jul 2017
Posts: 51
They didnt say. Everything was there though. I was not offered any compensation but it was the security folks who dropped it off.
Im 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.
Im 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.
Mar 5, 2018 | 6:19 am
#11
Join Date: Sep 2003
Location: W29
Programs: It's Complicated...
Posts: 7,178
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.
Mar 5, 2018 | 6:20 am
#12
Used to be bulldoggolfer05
Join Date: May 2007
Location: So Paulo, BR/Miami Beach, FL/NYC/DXB
Programs: HGP DMD, HHonors DMD, SPG PLT, MR PLT
Posts: 2,295
You don't trust Marriott's IT but you trust Hilton's?!? 
Mar 5, 2018 | 8:48 am
#13
Suspended
Join Date: Nov 2010
Location: MEM
Programs: Starbucks Green Card
Posts: 5,431
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 someones luggage)
Any had a situation like this? I feel like Im loosing my mind.
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 someones luggage)
Any had a situation like this? I feel like Im 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?
Mar 5, 2018 | 8:58 am
#14
Join Date: Jul 2009
Programs: none
Posts: 1,680
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.)
Decades ago,, wasn't there a Twliight Zone episode like this (or maybe it was Alfred Hitchcock.)
Mar 5, 2018 | 10:03 am
#15
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Join Date: Aug 2002
Programs: UALifetimePremierGold, Marriott LifetimeTitanium
Posts: 74,092
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.