1/16/2017 Rear window of SUV smashed and burglarized parked 150 feet from door. Management returned call 4 days later. Poor training of security detail. Management offered no apology or empathy. ( read more for letter written to Caribe Royale Management)
Dear Ms. Brown:
We spoke yesterday and you requested I send you details of our stay at the Caribe Royal Hotel in Orlando, Florida. Please note that my wife and I both own our businesses. We understand the importance of humility and empathy as it applies to customer service.
My wife, youngest son, and I arrived on 1/13/2017 and were assigned to suite number 2139. The room was not as clean as anticipated from your website. The carpets had large food particles on the floor. We overlooked the condition of the accommodations as we were looking forward to celebrating the Collegiate Cheer Competition with our oldest son's squad.
On the evening of 1/15/2017, we arrived at the hotel around 11:30 pm from the College Cheer competition at WDW and departed our room around 8:30 am on 1/16/2017. As we approached our 2017 RX 350 to depart on 1/16/2017, we realized the rear hatch window was shattered and contents stolen. We immediately contacted hotel staff. A woman in a black suit responded on her pink golf cart. She approached my wife, son and myself and said nothing. She said she would contact law enforcement but my wife had already called 911. I asked her if this happened often and she said that it did not. She sped off and a blonde-headed female security guard returned. There was no sense of urgency, disappointment or shock that the burglary occurred. She made no effort to comfort my family.
The next person on the scene was security guard, Kevin. I asked if there was night security watching the parking lot. He said that there was night security. In fact, each of these three stated that it was a large parking lot and insinuated that it was difficult to cover sufficiently. He also stated that there was no security camera in the vicinity of the parking lot. He did not ask what the hotel could do to make the current situation better for my family or show remorse for our loss.
There was another midsize SUV approximately 8 vehicles from ours with similar damage. The Orange County Sheriff Deputy came to that vehicle first but there were no losses to report. Kevin, the lady in the black pants suit and the blonde-haired security female essentially had a lack of concern. I did ask the blonde lady to please bring my wife a hot chocolate as she had not had anything to eat or drink that morning.
I asked Kevin if security patrolled all night and he could not answer for certain that they do. I asked if they were looking for suspicious people on the property and he could not comment. The security detail of the parking lot seemed to be severely under staffed and those working were nor properly trained. It was evident that they did not know how to react to a victimized hotel guest. Their insincerity led my wife, son and I to question whether security might be involved.
As we left the parking lot and headed to the lobby, I stopped in the hotel lobby to visit with a manger. I spoke with Josh who was working the valet parking booth just inside the front door to the left. I shared the burglary with Josh, but he had no response or remorse to the situation. He reacted as if I were wasting his time and was not at all concerned. I asked to speak to a manager and he said that they were all in a staff meeting. The time was approximately 9:30 am. I told him I could wait a few minutes. As I waited, I asked Josh who the owners of the hotel were. He said the Sierra Investment Group but he was not at liberty to go into details. I shared with Josh that it was the management’s job to make sure employees were trained to assist guests in crisis situations.
I wanted to share with management the experience we had from their employees - unsympathetic, no sense of urgency, no plan of action to help recover our items, and most importantly the lack of making our family feel safe on the property so that we might be inclined to return in the future. I left a business card with Josh and asked him to have management contact me. It has been over 24 hours and I have not heard from anyone.
This has been an unfortunate experience for my family. Incidents happen in life and in business that make positive or negative lasting impressions. Our experience at your property left a negative impression on how staff and management handled the incident at the Caribe Royal . They were either improperly trained, did not care, or both. I am inclined to think the latter.
On a final note, the deputy sheriff with Orange County was the epitome of professionalism. Officer Timothy Robinson’s demeanor was kind and remorseful. He treated my family and me with respect as he dusted the car for finger prints and took time to explain the process. The first thing he stated when he approached us was, "On behalf of Orange County and the City of Orlando please accept our sincerest apologies for the trauma you have been through. We will do everything we can to try and catch those that have created this harm. Please forgive us and do not keep this incident from visiting our great city again."
The Caribe Royal should take a page out of the Orange County Sheriff’s department on how to treat the guests with respect, decency, and human kindness. Better yet, hire Deputy Sheriff Timothy Robinson to train the staff and manage security practices.
Robin and Anne Haire
CC: Orange County Sheriff’s Department, Sergeant Timothy Robinson less