Hotel policies on property theft? - Chicagoland Sportbikes
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post #1 of 9 (permalink) Old 04-21-2008, 11:57 AM Thread Starter
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Hotel policies on property theft?

Anybody work for Mariott or have insight into their property theft policies?

While Eva was hospitalized in Knoxville, I was holed up at the local Fairfield Inn (a division of Mariott). To add insult to injury, my 2nd day there my digital camera went missing

I usually know better than to leave valuables in a hotel room but this didn't get it's usual attention given the circumstances... I've spoken with the property manager but nothing turned up. He also did not see anything unusual in the room entry data from their system.

If I write Mariott, do you feel they will do anything to reciprocate or am I spinning my wheels?

Oh yeah, camera was a Canon SD630. If anybody's got a line on a deal for something similar, LMK.
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post #2 of 9 (permalink) Old 04-21-2008, 12:05 PM
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You could try, and if you stay a pain in their side for a while they may pay you something for the camera and offer you a free night at one of their hotels in the future, just expect a long and tedious process to get a resolution .

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post #3 of 9 (permalink) Old 04-21-2008, 12:24 PM
pfft.
 
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I have actually had very good experiences with Marriott customer service. I left behind a pair of flip flops once and they FedExed them to me free of charge.

I would think long and hard about where the camera could be, and if you are absolutely certain that it was stolen from your room (especially if you left it out in plain sight) then I would contact the property manager again. I would calmly explain what happened, and I would also mention the length of time that you were staying there. The length of time speaks to (1) the amount of money you've just given them and (2) the amount of time housekeeping had to scope out your stuff.

I would not ask for reimbursement but I would just (again, VERY calmly) say that you are going to be in touch with the corporate customer service because you feel very strongly that their staff were in violation of hotel policies. I would also suggest that the manager speak wtih the person(s) assigned to service your room each day. No matter what the mgr offers to you, you still should write a letter; Marriott has an online customer service form, and they DO get read. I have used it several times in the past.

Before you do call, though, try to find a price for a replacement camera. Try to hunt down a good deal-- like at CostCo or something. Then, you can say "I paid xx for this camera and case and memory card....but I have priced replacement items valued at $xx"-- if you can offer the replacement as cheaper, you will come off as more reasonable.

Finally, and I know this sounds bad, but I would definitely play the Eva card. You've been through a lot. You can always say that there were pictures on the camera that you needed for her insurance and that what they have done has really screwed her. Don't pile it on too thick, but do a bit to appeal to their human side.
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post #4 of 9 (permalink) Old 04-21-2008, 12:28 PM
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I would raise fucking hell if something came up missing out of my hotel room. I travel with large dollar amounts of electronic equipment all of the time. Did you fill out a police report? Even if you didn't at the time I would still fill one out to document the theft.

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post #5 of 9 (permalink) Old 04-21-2008, 01:02 PM
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Problem is i could say I had a $5,000 laptop stolen outta my room. How does it work with that since there is no proof of the item being there and im sure there are scumbags who try to scam hotels like this alot.

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post #6 of 9 (permalink) Old 04-21-2008, 01:03 PM
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Quote:
Originally Posted by Troy View Post
Anybody work for Mariott or have insight into their property theft policies?

While Eva was hospitalized in Knoxville, I was holed up at the local Fairfield Inn (a division of Mariott). To add insult to injury, my 2nd day there my digital camera went missing

I usually know better than to leave valuables in a hotel room but this didn't get it's usual attention given the circumstances... I've spoken with the property manager but nothing turned up. He also did not see anything unusual in the room entry data from their system.

If I write Mariott, do you feel they will do anything to reciprocate or am I spinning my wheels?

Oh yeah, camera was a Canon SD630. If anybody's got a line on a deal for something similar, LMK.
I do work for Marriott.

I just contacted my Loss Prevention department to ask your questions, and this is what they said.

If something has gone missing, you need to contact their Loss prevention office...being that it was just a Fairfield, you'd need to contact the General Manager (which it sounds like you have) as they probably don't have an LP department. The GM should file a report with the claims department wich will kick in an investigation and alert Marriott corporate.

At a larger hotel like mine, something would be done for sure. But my concern is that the Fairfiled you were in is probably a franchise, and the franchise sorta make up their own rules. Either way, you'd do best to contact corporate if the GM doesn't seem to be helping you. You may want to ask the GM if they are a franchise to get an idea if they are going to have Marriot International backing them up or if they do their own thing.

I'll see if I can get more information for you.

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post #7 of 9 (permalink) Old 04-21-2008, 01:17 PM
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OK, sending a PM.

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post #8 of 9 (permalink) Old 04-21-2008, 01:28 PM
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Quote:
Originally Posted by Troy View Post
Anybody work for Mariott or have insight into their property theft policies?

While Eva was hospitalized in Knoxville, I was holed up at the local Fairfield Inn (a division of Mariott). To add insult to injury, my 2nd day there my digital camera went missing

I usually know better than to leave valuables in a hotel room but this didn't get it's usual attention given the circumstances... I've spoken with the property manager but nothing turned up. He also did not see anything unusual in the room entry data from their system.

If I write Mariott, do you feel they will do anything to reciprocate or am I spinning my wheels?

Oh yeah, camera was a Canon SD630. If anybody's got a line on a deal for something similar, LMK.
I've worked for marriott off and on for 15 years... you lost it, you lost it.

The best you can do is be nice and get a discounted room or some kind of package deal for your next stay.

I've left many things in hotel rooms including TWO cameras, a watch, diamond necklace, and other random stuff.... its gone.

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post #9 of 9 (permalink) Old 04-21-2008, 10:32 PM
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I always leave a do not distrub sign so they dont come in my room, that way they dont know if I am in there or not so I dont have to worry about them rifling thru my chiet.

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