My stay was for 5 nights on a business trip and although the hotel was rather pleasant itself it wasn't until an item of mine had gone missing from my room that things began to turn sour.
The item was the plug part for a travel battery, each day I would take the charged travel battery out with me and leave the plug in my room in the same place.
On the 3rd day of leaving the item in its usual place upon my return this vital piece of the device was gone!
The only reasonable explanation for its disappearance was that housekeeping had mistakenly taken the item (it does look like part of a broken item) and binned it. But without this part it deemed the remaining parts of the device unusable and would cost me a further £25 as duracell to not sell replacement parts.
I reported the incident with reception along with my room number and contact details and i was assured that someone would be in contact with me.
On my return home I waited a few days, annoyed that I had not been contacted I rang and again, asked if house keeping had been informed, explained the incident and left my details at reception.
I received a call saying that housekeeping had looked for the item but had not seen it.
No apology, no customer care, no acceptance that the incident could possibly be a fault of their own. I was made to feel awful. So I sent an email to Best Western directly who investigated the incident thoroughly although was annoyed to receive a response, not from Best Western but from the hotel just re-iterating that it was nothing to do with them!
Things don't just vanish from a locked room without an explanation, it was there when I left, and gone when I returned. The only entrance into the room was hotel staff.
It has been over a month now, I have had to buy a whole new unit at £25.
I just want the hotel to accept responsibility, what happened to "the customer is always right?" less