All belongings removed from room
Aug 11, 2015, 9:52 am
#31
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Are you trying to make up a story here?
The OP never entered a room that was occupied by a stranger (which is impossible without recoding the key)
The OP left his hotel room and when he returned, somebody had packed his belongings.
Let's hope it is not a St.Regis, by the way
So why do we need to name and shame the hotel?
BTW, what is a 'real violation' ?
Is the GM going to jail for this 'real violation' ?
The OP never entered a room that was occupied by a stranger (which is impossible without recoding the key)
The OP left his hotel room and when he returned, somebody had packed his belongings.
Let's hope it is not a St.Regis, by the way
So why do we need to name and shame the hotel?
BTW, what is a 'real violation' ?
Is the GM going to jail for this 'real violation' ?
i too had a similar experience at the ic singapore a few years ago....had a 4pm late checkout as an ra....i left for my meeting around 10am & got back to my room around 3pm but my key wouldn't work....i went to the front desk, got it reprogrammed & went back to my room....when i entered i noticed my bags & stuff was missing but another guest's items were in the room....i went back to the front desk for an explanation & it turned out that they had checked me out, moved all my stuff to storage & checked in another guest to my room....nothing was missing as i had already packed most of my stuff before leaving in the morning but i got no real apology from them....that was the last time i ever stayed there....
Aug 11, 2015, 10:27 am
#32
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This incident reminded me of a time at a conference center on my day of departure which was also a day when the place needed to "turn over" almost all of their rooms. I had organized my belongings for packing by sorting things into piles on the bed. [This was part of a long and complex itinerary and I wanted to put some minimal needed things into a small carryon piece in case my checked bag got lost or delayed.] Then I went to breakfast, planning to finish packing quickly after breakfast and immediately move toward the airport, still well before check out time. I was shocked when I returned from breakfast to discover that--despite my do not disturb sign on the door--the housekeeper had come into the room, put everything from the bed into a heap on the floor, and proceeded to change the bed for the next guest. I absolutely had a fit, complained bitterly (they didn't think that there was anything wrong with the housekeeper's actions because "no one was in the room and we needed to prepare the it for the next guest" despite this being several hours before the stated check out time), and got a bit of revenge by taking the time to mess up the newly made bed before leaving and toss every one of the fresh towels (that had been put in place for the next occupant) into the shower and turn the water on long enough to soak them thoroughly. In the years since, I have adamantly refused to consider going back to that conference center. The attitude that it was fine for the maid to do what she did because all of the rooms needed to be cleaned that day still bothers me.
Too bad they weren't one with some sort of satisfaction guarantee (or were they?)
Aug 11, 2015, 12:11 pm
#33
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This is a security risk on so many levels! The face that the GM was shocked, is shocking to me. Staff - from top to bottom - at this property needs a shakedown.
I honestly hope davidw70, has contacted CCS.
We need to know the hotel because this SITUATION IS unacceptable, PERIOD!
Aug 11, 2015, 1:17 pm
#34
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This is my biggest fear when I have a late check out by a few hours and I am out doing something that I will come back and my belongings will be handled. Issue for me is that I often have a lot of camera equipment, hard drives, things like that.
I am curious in this case what happened in the protocol for the safe.
I've had the Ovolo in Central Hong Kong have to come change the battery out so I could open it. It was a technician with some device who also checked my ID and that my key card worked. I must have put in the wrong numbers than I normally do and didn't realize at The W in Westwood and same thing security came and verified and opened.
At The Table Bay Hotel in Cape Town I thought it locked but it didn't. Story goes that house keeping came in, standard procedure when they saw it was open to leave the room and call security who comes and re-locks it. I wasn't left a note or a message so when I tried a few times to open it I called the front desk and security came and explained, had me check the contents, etc.
I am curious in this case what happened in the protocol for the safe.
I've had the Ovolo in Central Hong Kong have to come change the battery out so I could open it. It was a technician with some device who also checked my ID and that my key card worked. I must have put in the wrong numbers than I normally do and didn't realize at The W in Westwood and same thing security came and verified and opened.
At The Table Bay Hotel in Cape Town I thought it locked but it didn't. Story goes that house keeping came in, standard procedure when they saw it was open to leave the room and call security who comes and re-locks it. I wasn't left a note or a message so when I tried a few times to open it I called the front desk and security came and explained, had me check the contents, etc.
Aug 11, 2015, 1:25 pm
#35
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But I like this reply even better...
And seriously, for a screw-up such as this I'd suggest an even higher level of compensation: refunding all charges for the OP's stay plus a substantial allotment of points is the least the hotel can do, unless it somehow comes up with a reasonable explanation for what it did (though it escapes me what that explanation could be).
Aug 11, 2015, 2:08 pm
#36
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To be honest, I'm not in this for the compensation. I posted because I wanted to understand whether this was a common occurrence which, fortunately, it doesn't seem to be (apart from IC Singapore which doesn't surprise me too much!). I've also been concerned about issues with late check-outs at both SPG and IC properties, so it is interesting to read these comments too.
The explanation I've now received from SPG customer care/the hotel GM does not fully answer every question. However, it does show they have learned from the experience and I'm pretty sure that it won't happen again. In fact, I would be happy to stay there in the future and hence why I don't think the hotel's name should be dragged through the mud for one stupid mistake.
The problem arose as a result of the previous occupant of the room leaving stuff behind. They called the hotel, and (this is where it gets a bit unclear to everyone), it seems that reception gave the wrong instructions to deal with this (my guess is they mistook the previous occupant's name for mine, and hence assumed that all my items were actually those of the previous occupant).
I have been offered a small number of Starpoints for the trouble caused, but certainly nowhere near the numbers discussed earlier in this thread. As far as I'm concerned, the case is closed.
The explanation I've now received from SPG customer care/the hotel GM does not fully answer every question. However, it does show they have learned from the experience and I'm pretty sure that it won't happen again. In fact, I would be happy to stay there in the future and hence why I don't think the hotel's name should be dragged through the mud for one stupid mistake.
The problem arose as a result of the previous occupant of the room leaving stuff behind. They called the hotel, and (this is where it gets a bit unclear to everyone), it seems that reception gave the wrong instructions to deal with this (my guess is they mistook the previous occupant's name for mine, and hence assumed that all my items were actually those of the previous occupant).
I have been offered a small number of Starpoints for the trouble caused, but certainly nowhere near the numbers discussed earlier in this thread. As far as I'm concerned, the case is closed.
Aug 11, 2015, 2:22 pm
#37
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Was this a St. Regis, where a butler just packed up everything for you, even though you were not ready to go?
Aug 11, 2015, 2:58 pm
#38
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To be honest, I'm not in this for the compensation. I posted because I wanted to understand whether this was a common occurrence which, fortunately, it doesn't seem to be (apart from IC Singapore which doesn't surprise me too much!). I've also been concerned about issues with late check-outs at both SPG and IC properties, so it is interesting to read these comments too.
The explanation I've now received from SPG customer care/the hotel GM does not fully answer every question. However, it does show they have learned from the experience and I'm pretty sure that it won't happen again. In fact, I would be happy to stay there in the future and hence why I don't think the hotel's name should be dragged through the mud for one stupid mistake.
The problem arose as a result of the previous occupant of the room leaving stuff behind. They called the hotel, and (this is where it gets a bit unclear to everyone), it seems that reception gave the wrong instructions to deal with this (my guess is they mistook the previous occupant's name for mine, and hence assumed that all my items were actually those of the previous occupant).
I have been offered a small number of Starpoints for the trouble caused, but certainly nowhere near the numbers discussed earlier in this thread. As far as I'm concerned, the case is closed.
The explanation I've now received from SPG customer care/the hotel GM does not fully answer every question. However, it does show they have learned from the experience and I'm pretty sure that it won't happen again. In fact, I would be happy to stay there in the future and hence why I don't think the hotel's name should be dragged through the mud for one stupid mistake.
The problem arose as a result of the previous occupant of the room leaving stuff behind. They called the hotel, and (this is where it gets a bit unclear to everyone), it seems that reception gave the wrong instructions to deal with this (my guess is they mistook the previous occupant's name for mine, and hence assumed that all my items were actually those of the previous occupant).
I have been offered a small number of Starpoints for the trouble caused, but certainly nowhere near the numbers discussed earlier in this thread. As far as I'm concerned, the case is closed.
Aug 11, 2015, 3:01 pm
#39
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Glad to hear you are happy. But I for one would appreciate if you would share the name of the hotel. Not from a drag thru mud perspective, but atleast from a allow future guests to be super careful when staying there and making sure DND is on, housekeeping/reception is aware when checking out late etc.
Aug 11, 2015, 3:08 pm
#40
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To be honest, I'm not in this for the compensation. I posted because I wanted to understand whether this was a common occurrence which, fortunately, it doesn't seem to be (apart from IC Singapore which doesn't surprise me too much!). I've also been concerned about issues with late check-outs at both SPG and IC properties, so it is interesting to read these comments too.
The explanation I've now received from SPG customer care/the hotel GM does not fully answer every question. However, it does show they have learned from the experience and I'm pretty sure that it won't happen again. In fact, I would be happy to stay there in the future and hence why I don't think the hotel's name should be dragged through the mud for one stupid mistake.
The problem arose as a result of the previous occupant of the room leaving stuff behind. They called the hotel, and (this is where it gets a bit unclear to everyone), it seems that reception gave the wrong instructions to deal with this (my guess is they mistook the previous occupant's name for mine, and hence assumed that all my items were actually those of the previous occupant).
I have been offered a small number of Starpoints for the trouble caused, but certainly nowhere near the numbers discussed earlier in this thread. As far as I'm concerned, the case is closed.
The explanation I've now received from SPG customer care/the hotel GM does not fully answer every question. However, it does show they have learned from the experience and I'm pretty sure that it won't happen again. In fact, I would be happy to stay there in the future and hence why I don't think the hotel's name should be dragged through the mud for one stupid mistake.
The problem arose as a result of the previous occupant of the room leaving stuff behind. They called the hotel, and (this is where it gets a bit unclear to everyone), it seems that reception gave the wrong instructions to deal with this (my guess is they mistook the previous occupant's name for mine, and hence assumed that all my items were actually those of the previous occupant).
I have been offered a small number of Starpoints for the trouble caused, but certainly nowhere near the numbers discussed earlier in this thread. As far as I'm concerned, the case is closed.
How does sharing the name equate to "dragging it through the mud"? We don't know if it's already happened before, since the name of the property is not known. Also, FT is such a small number of SPG members, this or something similar could have happened, just not be reported.
Hopefully you'll share the name of the property.
Aug 11, 2015, 3:19 pm
#41
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You brought it to our attention. One of the purposes of FlyerTalk is to share experiences, good and bad.
How does sharing the name equate to "dragging it through the mud"? We don't know if it's already happened before, since the name of the property is not known. Also, FT is such a small number of SPG members, this or something similar could have happened, just not be reported.
Hopefully you'll share the name of the property.
How does sharing the name equate to "dragging it through the mud"? We don't know if it's already happened before, since the name of the property is not known. Also, FT is such a small number of SPG members, this or something similar could have happened, just not be reported.
Hopefully you'll share the name of the property.
2- If I was the OP I also wouldnt post the name especially since the OP says they will be returning there again. If I wasnt OK with the outcome and would never return then maybe I would post the name. Otherwise not every time must the name of a hotel be posted. If the hotel did it on a constant basis it would be all over TA and other sites and wed know the name, it does seem to be a 1 off and I see no reason not to let the hotel slide if thats what the OP feels is the correct thing to do
Aug 11, 2015, 3:25 pm
#42
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Aug 11, 2015, 3:44 pm
#43
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Thanks for updating us, OP. Glad you're ok with the outcome.
Aug 11, 2015, 3:53 pm
#44
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To be honest, I'm not in this for the compensation. I posted because I wanted to understand whether this was a common occurrence which, fortunately, it doesn't seem to be (apart from IC Singapore which doesn't surprise me too much!). I've also been concerned about issues with late check-outs at both SPG and IC properties, so it is interesting to read these comments too.
The explanation I've now received from SPG customer care/the hotel GM does not fully answer every question. However, it does show they have learned from the experience and I'm pretty sure that it won't happen again. In fact, I would be happy to stay there in the future and hence why I don't think the hotel's name should be dragged through the mud for one stupid mistake.
The problem arose as a result of the previous occupant of the room leaving stuff behind. They called the hotel, and (this is where it gets a bit unclear to everyone), it seems that reception gave the wrong instructions to deal with this (my guess is they mistook the previous occupant's name for mine, and hence assumed that all my items were actually those of the previous occupant).
I have been offered a small number of Starpoints for the trouble caused, but certainly nowhere near the numbers discussed earlier in this thread. As far as I'm concerned, the case is closed.
The explanation I've now received from SPG customer care/the hotel GM does not fully answer every question. However, it does show they have learned from the experience and I'm pretty sure that it won't happen again. In fact, I would be happy to stay there in the future and hence why I don't think the hotel's name should be dragged through the mud for one stupid mistake.
The problem arose as a result of the previous occupant of the room leaving stuff behind. They called the hotel, and (this is where it gets a bit unclear to everyone), it seems that reception gave the wrong instructions to deal with this (my guess is they mistook the previous occupant's name for mine, and hence assumed that all my items were actually those of the previous occupant).
I have been offered a small number of Starpoints for the trouble caused, but certainly nowhere near the numbers discussed earlier in this thread. As far as I'm concerned, the case is closed.
If the GM is smart, your next stay there will result in some nicer memories.
BTW, a very refreshing and down to earth description what happened and not the usual 'Horror stay - I demand a Million points and a call from the President' rant we see so often on FT these days...
Aug 12, 2015, 1:58 am
#45
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I thought this is SPG's new Magic program. 