2/10 Terrible
Murielle Peace, Houston
Travelled with family
8 Dec 2024
Liked: Cleanliness, amenities, property conditions & facilities
Disliked: Staff & service
Items go missing!
The general staff was friendly and did their due diligence . However, the blue dress I wore to check in, simply vanished. I emptied my suitcases and searched multiple times, before reluctantly reaching out to the hotel. We were told right away there was no dress. My friends and I had reached out on multiple occasions, and asked to speak with upper management in order to have an investigation conducted. We were always brushed off, and told they had looked everywhere. They always promised calling back, but never did. Not once!
I submitted proof of receipt; hoping they would perhaps take me seriously and to back up my claim. Upper management finally reached out to me on my official third written request (not verbal). I was offered a partial refund for my missing dress, “because I was insisting and they had to close the case and move on.” This is definitely not the experience I expected, nor paid for. I had to decline the reimbursement due the circumstances and the way the whole case was handled. Very poorly to say the least!
I really hope management puts a better process in place in order to find missing belongings, if any. I had recommended this hotel to a few friends, but now questioning doing so.
If you do decide to stay at this hotel, please ensure your belongings are always locked in and constantly monitored. I will surely take my business where it is appreciated and valued.
