I am writing to express my concern and profound dissatisfaction regarding a situation during my recent stay at Las Vegas
I made an error in my reservation originally booking the room through Tuesday 28th instead of Wednesday 29th morning.
At 3:30 PM on Tuesday, housekeeping was cleaning the room, and all our luggage and staff had been removed.
It should have been evident that the room had not been intentionally vacated.
My account at Hotels.com had full contact details available, my phone number was at the font lobby, and I had contacted the apartment admin the first day of the stay about issues with the TV and the safe.
The only attempt to contact was via a message at the webpage. In order to receive this information, I would have had to login in the webpage, for which I had absolutely no reason to do so. A text message, email, phone call, are effective ways to let us know about the situation.
There is no excuse to proceed indifferently to remove all our personal belongings, when they had many ways to contact us when it was evident some unusual situation was at play.
My primary concern is not about the missing items themselves, but about the absence of consideration for our property and our well-being as guests.
This reflects lack of care and judgment. Quality of customer care is shown at unexpected situations, this case was an outstanding failure.
Please review procedures when a room appears occupied, efforts to contact the guest, and the handling of property.
