Disappointed and Frustrated, to say the least.......
08/01/2018 Kenneth F,
Essentially, we arrived in Best Western Hotel President on Friday, 22nd December 2017 in the afternoon having travelled to Rome via a flight operated by ALITALIA S.P.A. I was with my wife and with my ... more
Essentially, we arrived in Best Western Hotel President on Friday, 22nd December 2017 in the afternoon having travelled to Rome via a flight operated by ALITALIA S.P.A. I was with my wife and with my son. We departed from at 1745hrs and arrived in Fiumicino Airport at around 1900hrs. We had three luggage, 30******87 in my son's name, 30******88 in my wife's name and 30******89 in my name. When we went to collect our luggage from the conveyor belt, my luggage, i.e. 30******89, did not arrive. Ironically, I mentioned this to the reception whilst checking-in and I was told that this happens frequently but at some stage the luggage is found!
I reported the case to Fiumicino Airport authorities who immediately filed a formal report, of which I was given a copy immediately.
On Wednesday 27th December 2017 at approximately 2220hrs, we received a phone call in our Hotel room and my wife was told that our missing Luggage was due to be delivered to our room within minutes. Indeed, the lost Luggage was returned to my Hotel Room and my wife and my son are witnesses to the delivery that took place around 2230 hours, i.e. 5½ days after our arrival in the Hotel . I was not given any written report from the Hotel porter and when I asked for it he told me that he will have to ask his superiors for this.
The following morning, i.e. Thursday 28th December 2017, I have requested the receptionist for the report but I was advised that the Manager was not available and that he would be available on Friday 29th December 2017. More surprisingly, I was informed that my (lost) luggage was actually received by the Best Western Hotel President via Emanuele Filiberto 173 Rome, Italy, on the 23rd December 2017 in the evening. I was shocked, to say the least, when I heard this as it simply meant that the Best Western Hotel President has negligently held my luggage including my personal belongings and fine clothing (for Christmas), in its’ custody for over 5½ days.
As you can appreciate, since this was my personal luggage, I had no alternative other than that to replace all my personal belongings since I did not have anything with me other than the clothes I travelled with. I tried to drag my feet as much as possible, however in view of the fact that we had specific invitations for Christmas Eve and Christmas, I had to simply purchase replacement items before the Christmas festivities themselves. The cost of these, which is clearly supported by ORIGINAL Receipts, is what it is. The items include, Toiletries, Underwear, Clothes and adequate clothing for Christmas Eve and Christmas. To add insult to injury, when the Luggage was returned to the Hotel from Alitalia on Saturday 23rd December, it had a TAG, which I still have in my possession, which clearly indicated my NAME and MOBILE NUMBER. Here, the Hotel did not even bother to contact me…………….
Clearly, I have incurred all these expenses due to the negligence of Best Western Hotel President, and despite my attempts to get a compensation from the Hotel, they literally ignored my pressure even though they have explicitly admitted that it was their fault NOT to have given me the luggage as soon as they received it from Alitalia. less
Management_Roscioli, Responsabile relazioni con la clientela at Best Western Hotel President, responded to this review
Dear Kenneth J F,
Thank you for your review.
On behalf of all the Staff and Management, please accept our deepest apologies for the inconvenience you had during your stay.
I’ve personally spoken with our Front-Office Manager, I’ve read carefully your words and I completely understand your disappointment.
We feel the need to inform you that, on these particular situation, during the check-in we must know expressly if our guests have had some problem with the airport service, if they are expecting pieces of luggage, or packages, etc.
In relation to this, we put an alert at the Reception Desk for all the Staff, in order to avoid such unforeseen issues.
Most of all, when airport authorities give to the guest some news about the luggage we have to be informed, since we hold in our storage also luggages sent from guests whom will arrive to our hotel within some days.
Apologizing once more, we trust in your believing that we did not absolutely wanted to discontent you, and we look forward to a future opportunity to better serve your lodging needs.
Our goal is to deliver high-quality hospitality to every guest on every stay, starting from your arrival until your departure.
We hope, that during your next visit in Rome, we can welcome you once again at our hotel to prove that we are really passionate about guest service.
I do remain at your complete disposal, please do not hesitate to contact me for every query or request you might have.
With our warmest regards,
BW Hotel President
Roscioli Hotels Group- Rome