Hotel Help!

Tenzing N.

If anyone works in the hotel biz I need some help.

I know I left me iPod in a hotel and the hotel isn't getting back to me. I think I'm getting the run-around. They always say they will check with house keeping and call me back but they haven't and it's been three days. What can I do to grease the wheels here?

dcfaithful

Just curious, where was the hotel and how far from it are you?

What do you mean by "run-around". If they have told you they've looked for it but haven't found it, then there isn't much they can do. If they are failing to call you back with any updates, call up and demand to speak to management. Tell them how poorly their staff has been handling this matter. Let them know that you're extremely disappointed in their concern to provide quality customer service, as it doesn't just end when the customer checks out of the hotel room. Let him/her know that you plan on posting poor reviews and referring those you know else where. If he/she are any kind of professional they'll act.

If they're a chain (Super 8, Hoilday Inn, Comfort Inn, etc..) then you can go to their website and fill out a survey and you should explain in detail what happened. An iPod isn't exactly a cheap loss, and who knows...this could happen to more people, who may have even more expensive possessions to lose.

However, these are just my strategies and I'm not a hotel professional. This is just the route I would take because the scenario you have described would piss me off majorly.

MrMerkinball

Not trying to come across as arogant at all - but I am a hotel executive, and one of my divisions is Housekeeping.

This is what is happening:

Hotels have thousands of items left behind every year. The problem is that no hotel has a proper system or resources to manage a lost and found area. My hotel is the largest in Canada and our lost and found is abosolutely massive. It takes months to go through. Cell phones and chargers is by far the most common items. We actually have Iphone, ipod, and blackberry "buckets".

It is also the holidays and most of the main employees are on vacation. So you are dealing with the "B-team" and asking them to do something that is a pain in the ass.

Best way to get action...is Email the General Manager, and copy the corporate office. Let them know that you are getting the run around.

The other scenario is that the staff took it. Then you are fucked, because the Management can't accuse the employees or it is a human rights issue.

Finally, the inn keepers act states that the hotel is not responsible for any lost or stolen items. the law is on the hotel's side.

dcfaithful

MrMerkinball wrote:

Not trying to come across as arogant at all - but I am a hotel executive, and one of my divisions is Housekeeping.

This is what is happening:

Hotels have thousands of items left behind every year. The problem is that no hotel has a proper system or resources to manage a lost and found area. My hotel is the largest in Canada and our lost and found is abosolutely massive. It takes months to go through. Cell phones and chargers is by far the most common items. We actually have Iphone, ipod, and blackberry "buckets".

It is also the holidays and most of the main employees are on vacation. So you are dealing with the "B-team" and asking them to do something that is a pain in the ass.

Best way to get action...is Email the General Manager, and copy the corporate office. Let them know that you are getting the run around.

The other scenario is that the staff took it. Then you are fucked, because the Management can't accuse the employees or it is a human rights issue.

Finally, the inn keepers act states that the hotel is not responsible for any lost or stolen items. the law is on the hotel's side.

Nice. Info like this is helpful in these situations, I would've came off like a hot-headed asshole. :oops:

Tenzing N.

Thanks for the help all. I am almost consigned to the fact that this is a loss but I'm going to give it one more day and then I'll email the gm. if nothing else I can get a few extra Hilton points from it.