21/02/2017 ndenisi11, Seattle, Washington
lindsay the hotel front desk was very nice when we checked in. the room was small for the price i paid for and had very dirty floors. we had someone try and peek their head through our door when i wen... more
lindsay the hotel front desk was very nice when we checked in. the room was small for the price i paid for and had very dirty floors. we had someone try and peek their head through our door when i went to go get ice and tried to talk to my partner even after the fact we had the do not disturb sign on our door. the worse part was that i know i left my expensive shoes there besides the bed and after i called to see if i could get it back the front desk said that house keeping never turned shoes in so i'm really disappointed in the staff there for not being honest workers and turning in belongings that aren't there's. the shoes belonged to my grandma who passed away recently and now i can never get those back. i wish i hadn't stayed there if i had known that house keeping would steal them and not turn them in. less
Alyssa L, Front Office Manager at BEST WESTERN PLUS Heritage Inn, responded to this review
Please accept my sincerest apologies about the experience you had at our hotel. We have had our houseman search all of the housekeeping closets and areas for your priceless shoes. We also verified with our Housekeeping Manager that the room was thoroughly checked by her, before we rented the room out again. Our entire staff, houseman, housekeeping, and front desk team, have been advised to keep an eye open for your item. We are also talking to the housekeepers who would have accessed your room during/after your stay.
We take all reports of missing items very seriously and take steps to investigate all claims big or small. We are doing everything thing in our power to investigate this matter thoroughly. We in no way want to give you the impression that we don’t care.
Our housekeeping and front desk agents have a proven track record when it comes to turning in lost and found items. Most of our housekeepers that clean that building have been with us for over 5 years, one even close to 20 years, with no incidences of theft.
I fully understand your disappointment in the loss of your grandmothers shoes. I am very sorry that we were unable to locate them.
Thank you for staying with us and we wish you the best of luck in future travels.
At your service,
Alyssa Larsen - Front Office Manager