(由 Google 翻译)几十年来,我一直是“万豪人”,而且会一直都是“万豪人”,但我在2025年7月下旬入住这家酒店的经历实在糟糕透顶。
我于2025年7月25日星期五早上8点退房,去酒店会议室开会,然后大约中午12点去机场。退房时,我不小心把一副AirPods和充电器落在了床边的床头柜上。这完全是我的错。
第二天早上(星期六),我才发现我的错误,并打电话给酒店反映我的这个愚蠢行为。前台把我转给了值班的“防损”人员Shai,他告诉我他下午才会知道。
我在24小时前退房时问过为什么会这样,他说客房服务人员可能还没把我的物品交还,并建议我当天下午再打过来,我下午3点就打了过去。
这次,我联系了损失预防部门的Quon,他对我的问题一无所知。我告诉他发生了什么事,他说会在一小时内给我回电话。
我一直没有收到回复,所以我周日下午又打了电话给Quon,他说什么都没交。这时我说:“这么说,打扫房间的人要么把AirPods和充电器放在推车上,要么就拿走了——除非你能想到其他可能发生的情况。”
他想不出其他办法,但告诉我他会在他们的系统中记录我的信息(房间号、电话号码、万豪礼赏积分号等),然后会有人回复我。那天(星期一和星期二)都没人来,所以我在2025年7月30日星期三再次打电话给酒店,联系了前台的Victor。
现在我非常沮丧,我告诉Victor我感到沮丧,因为坦白说,他们不理我,40年来我从未在任何一家万豪酒店受到过这样的对待,所以我要求和总经理(Julia)谈谈。
他道了歉并同意了,说酒店肯定可以报销我的AirPods费用,他会把我转给她的行政助理(Sarah),同时还会让前台经理给我打电话。然后他帮我转接了Sarah,我得到了她的回复,于是我留了一条详细的信息,让Julia给我回电话。
没有人给我回电话——损失预防部门的没有人,Sarah没有,Julia没有,前台经理也没有。没有人给我回电话。周五我又打了回去,重复了之前酒店人员敷衍我的说法,对方向我道了歉,然后又转给了损失预防部门。
这次我和Rose通了大约30分钟的电话,她对我进行了彻底的询问(AirPods放在哪个床头柜上,具体在哪个位置,你具体是什么时候通知损失预防部门的,等等)。Rose说他们会进行全面调查——他们可以确定负责我房间的清洁人员是谁,然后对他们进行询问等等。“我们不会敷衍你,损失预防部门会尽快回复你。”
我再也没听到任何消息。就像我说的,我是万豪会员(钛金尊贵终身会员),我会一直住在他们的酒店,包括在接下来的12天里住5晚,但我从未在任何万豪酒店受到过如此……不屑一顾的对待,以后也不会再住在这家酒店了。
(原文)
I have been a “Marriott Person” for decades, and will continue to be a “Marriott Person,” but my experience with this property on a stay in late July of 2025 was extraordinary in all the worst ways.
I checked out on Friday morning 7/25/25 at 8 am, went to my meeting in one of the hotel conference rooms, then left for the airport around 12 pm. When I checked out of the room, I inadvertently left a set of AirPods and the charger on the nightstand next to the bed. Totally my fault.
I discovered my mistake the next morning (Saturday) and called the property to report this bit of stupidity on my part. The front desk passed me to the “Loss Prevention” person on duty (Shai), who told me he wouldn’t know anything until that afternoon.
I asked why that was the case when I checked out 24+ hours before, and he said Housekeeping probably wouldn’t have turned in my items yet and suggested I call back that afternoon, which I did at 3 pm.
This time, I spoke to Quon in Loss Prevention, and he knew nothing about my issue. I told him what happened, and he said he would call me back in one hour.
I never heard back, so I called back on Sunday afternoon and spoke to Quon again, and he said nothing had been turned in. At this point I said, “Well then, whoever cleaned the room either left the AirPods and the charger on their cart, or they took them - unless you can think of something else that could’ve happened.”
He couldn’t, but told me he would enter a “case” with my info in their system (room #, phone #, Marriott Rewards #, etc) and someone would get back to me. No one did that day, Monday, or Tuesday, so I called the property again on Wednesday 7/30/25 and spoke to Victor at the front desk.
By now I was frustrated, and told Victor that I was frustrated because, quite frankly, they were blowing me off, and I’d never been treated that way in 4 decades by ANY Marriott property, so I asked to speak to the General Manager (Julia).
He apologized and agreed, said the property could certainly reimburse me for the AirPods, and he would pass me to her Executive Assistant (Sarah), and that he would also have the Front Desk Manager call me. He then connected me to Sarah, and I got her v/m, so I left a detailed message and asked to have Julia call me.
No one called me back - no one in Loss Prevention, not Sarah, not Julia, not the Front Desk Manager. Not a word from anyone. I called back again on Friday, repeated the statement about the personnel at the property blowing me off, was apologized to, and got passed - again - to Loss Prevention.
This time I spent around 30 minutes on the phone with Rose, who conducted a thorough interview (which nightstand and where exactly on the nightstand were the AirPods, when exactly did you notify Loss Prevention, etc), and she said they would do a complete investigation - they could determine who the housekeeper was that serviced my room and interview them, etc etc etc. “We are not blowing you off, someone in Loss Prevention will get back to you as soon as possible.”
I’ve never heard another word. Like I said, I’m a Marriott Person (Titanium Elite Lifetime), and I’ll always stay at their properties, including 5 nights over the next 12 days, but I’ve never been treated this ….. disdainfully by any Marriott property, and won’t be staying at this specific property again.