8/10 Very Good! (1,255 reviews)
Extremely disappointing customer service
We stayed at this hotel about three weeks ago and accidentally left a pair of glasses in our room. The hotel confirmed that they had found the glasses, so we arranged to have them shipped to us and provided our credit card information to cover the shipping cost.
Three weeks later, we still have not received the glasses and were never given a tracking number.
I called the hotel today to follow up and spoke with Jade at the front desk. When I asked about the status of the shipment, her response was simply, “I have no idea.” That was it. She did not offer to check the lost-and-found records, contact anyone who could help, or even attempt to find out what happened.
Her attitude was extremely rude, dismissive, and unprofessional. I was not asking for anything unreasonable—I simply wanted an update on property that the hotel had already confirmed they were holding.
Mistakes and shipping delays can happen, but the complete lack of effort and customer service is unacceptable. If a guest’s belongings are in your possession, the least you can do is take responsibility and make an effort to help.
Very poor customer service. I would seriously think twice about staying here again
Reviewed on Sep 9, 2026
