My family and I stayed at the Venice location. We left the hotel to attend our grandmother funeral. Upon leaving my niece realized she was missing her rings. Called and front desk said they would go g... more
My family and I stayed at the Venice location. We left the hotel to attend our grandmother funeral. Upon leaving my niece realized she was missing her rings. Called and front desk said they would go grab them off counter. After funeral we headed back to hotel to retrieve rings and they said “we didn’t see them on the counter”. So my niece now doesn’t have her Bolivian rings and the staff is a few hundred dollars wealthier. less
Elizabeth F, Manager at Best Western Plus Ambassador Suites Venice, responded to this review
Thank you for your feedback. As we have told you many times before, when you initially called us to report your rings on the bathroom counter, you were already checked out of your room and we did not guarantee they were where you said they'd be. When you told us you'd be back later to pick them up, we again did not guarantee they'd be there waiting for you because the cleaning staff had not entered your room yet. There was no way for us to guarantee on our initial phone call that we "had" your rings. Our cleaning staff thoroughly checked your room, shook all of the sheets and towels, etc, and found no valuables left if your room. This was a second mile service we provided to you, as again, we are not responsible for items left in the room upon your official check-out. There's a paper all our guests sign upon check-in that also mentions this. We apologize for the loss of your niece's rings, we honestly did try to retrieve them for you and had our managers follow the cleaning staff after their initial report stating they were not left on the bathroom counter. We here at the Best Western Plus in Venice try to go above and beyond for our guests, so we are deeply sorry that you feel we could not do that for you.