Double Check Your Room Before You Leave
07/12/2017 Limwalle, Rolling Hills Estates, California
Make sure you double check all drawers, closets, behind doors, behind chairs, etc. before you leave because if you've left something behind, you will NEVER get it back! My husband and I stayed at this... more
Make sure you double check all drawers, closets, behind doors, behind chairs, etc. before you leave because if you've left something behind, you will NEVER get it back! My husband and I stayed at this hotel for two nights with a wedding party, so our room was part of a large group blocked for us. It was a very hot weekend and the wedding guests decided to not wear ties, and as several buses were taking all of us to the wedding destination and we were told not to leave any items in the bus, my husband ran back to the hotel front desk and the guy on duty said he'd hold it for us and would put it in a 'safe' place. Well we went to collect it the next morning and it had vanished. They did a thorough search and asked the night guy where he put it but it wasn't there. All that can be deduced is someone on the staff decided they needed that tie. At first they weren't going to help us financially and said they'd notify us if it showed up, but I knew it wouldn't show up. So I was able to convince management it would be in their best interest to comp us a night to cover the cost of the tie. I wasn't going to give them a bad review but then this happened. Okay, an argument could be made that we were should have payed closer attention when we were packing to leave but we left in a hurry, and my husband forgot his suit bag. In it was a very expensive dark navy suit and white shirt. We didn't discover this was missing until my husband went to wear the shirt for a work function and it was missing. We put the shirt missing down to being lost at the dry cleaners. A few weeks later my husband went to wear his suit for another function and it too was missing. Tracing our steps back and looking at pictures from the wedding we realized that was the last time we saw both items. I called the hotel's 'lost and found' and explained the situation and asked if it was in L&F. I wasn't surprised when the guy told me that nothing was logged in as having been found from our room on the dates we stayed there, and no there wasn't a dark blue suit in L&F. I asked him how long they keep items in L&F and he said 60 days. I also asked him if it was policy for the hotel to contact the guest if they found anything left behind in the room, and he said no they don't call the guests; that it was up to the guest to call if they're missing anything! So yes we should have been more aware that we had left the suit bag behind when we unloaded the car, but it was one of those things where my husband thought I had picked it up and put it away and vice versa. I would not recommend anyone staying at this hotel until management can hire honest people who don't help themselves to other people's belongings. less
South-Coast I, Manager at Best Western Plus South Coast Inn, responded to this review
We do have a lost-and-found department where we hold belongings left behind by guests, and a majority of guests do receive the items that they accidentally left behind. If you had contacted us months sooner, our policy would have been to mail the item(s) to you. Since we cannot store items on property indefinitely, we donate anything not claimed after 60 days.
We are very sorry that you were not able to retrieve your lost items. We know that when you are rushing around for an event, that items can get left or misplaced.
It is my understanding that you were compensated for the missing tie that was left at the front desk, so please let me know if that was not the case.
Nicole W, AGM