This hotel has ignored all of our attempts to contact them via telephone and email regarding the missing items from our room.
The morning of our checkout I was packing the suitcases for our flight and noticed that our big shopping bag of clothes and souvenirs was missing. Nothing else was touched in the room and I quickly deduced that housekeeping could have picked it up thinking it was garbage. I immediately called the front desk in horror thinking it had gone to the dumpster and perhaps they could retrieve it before the inevitable. The front desk person was very defensive of the housekeeping staff and told me in a surly tone that this was a matter of security and that I shouldn't assume anything. Security came to the door and took all of our information citing they would begin an investigation and that they needed to review all the risk management strategies or something to that effect. I told them what I thought about it being a possible mistake by housekeeping given he fact that there was also packaging material from my now sobbing 8 year old son's souvenirs in the bag as well. I asked them to please go and check the garbage, but the gentleman just pursed his lips and gave me a blank expression that I could only deduce was that it "ain't gonna happen."
They left the room and promised to call us and give us an update on the following Monday. After my phone calls (that magically go to voicemail) and email, it has been a month and there has been absolutely no response or contact. I am extremely disappointed with this lack of response. Shame on you Sheraton for such poor service (no service) after an emotionally upsetting violation of trust and promises.
drsean
Victoria BC
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