"On arriving early, (Monday May 17th) I asked that my suitcase be placed in storage. I gave it to one of the females front desk staff in good condition , she gave me a ticket which the hotel has a disclaimer that they are not responsible for damaging your property while in their storage.
On collecting my suitcase, the employee went to the board room at the back to get my suitcase. There was a crack on the top right hand corner. I told the employee I didn't gave her a damaged suitcase . She immediately said" thus wasn't there when I collected it...she bent over the suitcase, squeeze the crack together and said "let me get some tape". I told her that can't work ...call the manager. The Guest Servives Manager SOPH said that there is nothing that they can do since the ticket has a disclaimer , they are not responsible for damages of the luggage while in their care. I said that's unfair and ridiculous that your employee damaged my property and you're not going to do anything about it. She then asked if I have any photos of the suitcase before coming in the hotel....I said no, I then asked her to view the CCTV footage, She said that they can't asset the footage now. I immediately asked her to call her superior...Jade a manager. Jade said the same thing as SOPH that the ticket stated a disclaimer where they are not responsible. She also said that they don't have a replacement. I argued that the hotel is unfair and unreasonable....they employee damaged my suitcase. Also that the lack of a resolution on their part doesn't look good for the hotel which will amount to a negative review which isnt good for the brand.She said she will look at the footage the following day.
On the following day (Tuesday May 18th)the manager failed to communicate with me. I asked SOPH F
For Jade, I was told she was in a meeting. Jade never got back to me which shows the lack of respect and professionalism towards patrons of tge hotel.
On Wednesday May19th I spoke to Mr. Adam's another Gurmest Service Manager. His demeanor was way more professional than the others in general. He said he will get his boss look at the cctv footage, he also came to my room to take a photo of the suitcase to identify it on the video.
To my disappointment a letter was placed under my door from Mr. Adam's stating that the video quality snd lighting in the luggage storage room is too poor to see if my suitcase wast nt damaged when it arrived. As such they are unable to either confirm or dispute that the damage occurred whilst thr luggage was in the care of thr hotel.
I approached Mr.Adams at the front desk where I said I need to see the footage as well. He said they don't have a storage device to save it on and that I'm not allowed on thr office. I said this is the 21st century where a video clip can be email to me. He took my email and as predicted I never received the cctv footage or a print out."
