Stolen property from suitcase in closet in room and terrible management response.
Our stay at the Best Western Executive Suites in Redwood City, California, was marred by the theft of a laptop computer from inside a closed suitcase in a closet in our room while we were out for the ... more
Our stay at the Best Western Executive Suites in Redwood City, California, was marred by the theft of a laptop computer from inside a closed suitcase in a closet in our room while we were out for the day on February 7, 2020. We reported it immediately to the desk clerk that same Friday night. The desk clerk advised us to check back in the morning with the manager, which we did. The manager was unavailable on Saturday morning and we were told the desk clerk had checked with the housekeeper who “had not seen it.” The desk clerk asked us to call on Monday when the manager would be available. But the manager was apparently “dealing with an emergency at another property” on Monday, so not available then. We immediately submitted a police report to Redwood City police, but it was rejected on Tuesday as the motel is located in an unincorporated area of San Mateo County. We also began the lengthy process of securing bank account passwords, credit cards, Apple ID, Amazon, e-mails, Chrome, and other accounts that might expose us to identity theft.
Two more calls asking for the manager on Tuesday also failed, as the manager was either in a conference or on another phone call. On Tuesday we also submitted the police report to the San Mateo County sherriff’s office, believing time was of the essence. We sent an approved copy of that report to the manager Nicole Jones, who then left a voicemail that she would be would be sending an e-mail follow up to the police report. Five days later, we still have had no e-mail response.
Clearly, management of the Redwood City Best Western Plus has an appalling lack of focus on responding in a timely way to incidents where room security has been breached and valuables taken. Management’s lack of response should be serious concern, as either the lock on the room door was either inadequate or personnel who had keys are not trustworthy. We are aghast with the lack of any kind of reasonable immediate response from management to address our loss and the security of all rooms and room keys. This is not what we expect from a Best Western property. less