Posted Mar 13, 2017
We had something stolen from our room by housekeeping and when we complained about it we were told that the housekeeping manager, Maria, confronted the maid in question and was confident that she didn't take it. I advised I was confident that she did, since it was in our room before I went to the pool, maids came in and when we returned from the pool it was gone. Maria was smug, arrogant and just plain rude to me. And the manager of the hotel did nothing to fix the issue for us. I don't think the maid was punished at all. Instead, I was made to feel like a liar or as Maria told me, I must have thrown it out. The item in question was not of any great value money wise, but it was still the principle of the matter that she stole from me. The hotel also charges your debit or credit card a fee per day hold on your account for every day that you will be there. This was never told to me and if you do charge anything to the room, they will up the fee they are holding on your card. We used a debit card and this held up a substantial amount of our spending money. The housekeeping staff also did a very poor job cleaning the room and when we asked them 1 day to clean the room and change the linens we got a response of disapproval at having to do their job. The bathroom smelled like urine, not sure if it was just the water in the toilet that smelled funny. I was thoroughly disappointed in my stay here and the staff actually had me in tears at the lack of caring to my situation. TERRIBLE
Comment from Hotel Management
Mar 21, 2017 by Sonja Giselbrecht, Hotel Management
As discussed during your stay, we have taken your allegation very seriously and have thoroughly researched your claim. While we certainly regret that a $4 box of cookies went missing, we found there to be no wrongdoing on our end. Our housekeeping staff prides themselves not only in high standards of cleanliness, but also of ethical practices and diligent customer service. You will also find that any hotel you provide a credit card with will put a hold on your card in order to reserve funds. Any unused funds are released at check out. This is common practice and we are sorry that you were not aware. We also wanted to share that your room was not cleaned on certain days due to a “Do Not Disturb” sign on the door and it is our policy not to enter a guest room when the sign is present. We certainly regret that your overall stay was disappointing but wanted to thank you for sharing that you enjoyed our pool.