Lost bag ruins hotel stay

ThumbRemote

Blackbeard_of_Perranporth wrote: »

I am in a hotel at the moment, with my iPad. Do you think I would trust anyone else to look after this for me?

It is a two letter answer, for those struggling!

That's completely irrelevant to the OPs situation.

growler834

visidigi wrote: »

Couple of quick questions....

Did they offer to store the bag for you or did you ask them to, and secondly, were any disclaimers about responsibility on display either on the reception, concierge desk or vicinity?

They offered to store them so we didn't have to carry them through to the bar. There was a sign regarding liability next to reception - hubby took a photo of it on his iphone in case of a dispute as it clearly said it was for items left in the hotel that were not given to reception staff for safe keeping!

Blackbeard - I'm sure you wouldn't let anyone look after your ipad, however there was nothing in our bag of the same value & importance as an ipad soi I fail to see the relevance of your remark!

Thankyou for all your replies - I get the overall feeling that the hotel fobs complaints off in the hope that people won't push it further. I will now send another letter and I will let you know the outcome.

growler834

Well I wrote the following response to the manager's 'fob off' email -

"Thank you for your reply to my letter.

We are mindful that your actions, once you were aware of the incident, were speedy & diligent & that you personally delivered the bag to our home along with a bottle of wine. However we are still unhappy with the fact that the whole of our one night stay at your hotel was ruined and this was wholly due to the lack of a 'luggage labelling' procedure and the subsequent lack of customer service by your staff (the remark implying dishonesty & being told ALL the rooms had been checked when they clearly hadn't). At the end of the day our bag was in the safe keeping of your hotel (as was offered to us) and your hotel failed to keep it safe.

Therefore we think that a full refund of the cost of our one night's accommodation is not an unreasonable request. We believe, in the circumstances, that this is the right thing to do."

I received a reply from another dept manager saying the general manager was on holiday & he would respond to my complaint on his return on 4th June. I am still waiting for his response! Today I sent a further email asking for a response within 7 days (it would have been sent sooner but we have been away on holiday). I have also sent another email to Best Western as I have had no response from them at all yet they are aware of the complaint as the manager has copied them into his emails to me! Neither have I had a response from the owners!

If I should receive no response in the next 7 days or the manager continues to fob me off what should be my next course of action? Is it worth taking it to the Small Claims Court (£99 cost of accommodation) or is there another course I can take (never having had to pursue such a complaint before). Ironically, before we stayed at the hotel Tripadvisor showed glowing reports on the hotel & it received a 2013 Excellence Award from them. Since our stay however there have been several reviews showing very shoddy customer service - one was a wedding at the hotel - had these been on earlier in the year we would never have booked it.

Thanks for any advice you can give,

ILW

You do realise that you do not have to have stayed at a hotel to post comments on Tripadvisor.

pinkshoes

I'd leave a factual review on trip advisor then move on. You only need to put one person off staying there and the hotel loses out on £99.

keyser666

ILW wrote: »

You do realise that you do not have to have stayed at a hotel to post comments on Tripadvisor.

Not in my experience I posted a couple of reviews and tripadvisor said they were not relative because I did not stay there

visidigi

keyser666 wrote: »

Not in my experience I posted a couple of reviews and tripadvisor said they were not relative because I did not stay there

depends if you wrote in your review 'I haven't stayed here but...'

otherwise TA are not to know, unless they are part of Project Prism...