Carnegie Inn and Spa

As is always the case there are two sides to every situation. The individual in questionclaimed to lose a cell phone charger. We went to the room and searched top to bottomwith no results. This is before the housekeeping staff was in the room. Suffice it to say,the version the guest is reporting and...

the actual events are dissimilar.The guest wrote two reviews about the stay, one of which is located on Trip Advisor andone on the Medallia site. It was mentioned the spouse was a trooper on one of those sites.We return all guest property at our expense and we have returned fairly significant items.Recently we returned a stroller to California at our expense. That same day, a guest whohad dinner here 3 months prior and left a pair of Thor sunglasses in our lounge arrivedand hoping against all hope, did we have the sunglasses? We went through ourunclaimed items and there were the sunglasses valued at over $150.00.The response that was posted on this end on Trip Advisor was removed the followingday. We do not wish to get into any type of feud with this guest. We are truly sorry thatthis has happened. We performed all of our duties and adhered to policy concerning thelocation and return of our guest’s property. In this situation, there just wasn’t anyproperty to return. We even searched the parking lot and surrounding areas to no avail.The simple fact is the cell phone charger was not in the room to be found or we wouldhave and then promptly returned it.The response was in no way meant to be hurtful or unprofessional. We were simplyresponding to a guest who accused us of theft. Bear in mind that we offered to pay forthe cell phone charger but were not taken up on that offer. If one were to look at all ofthe reviews concerning the Carnegie Inn and Spa on all of the available web sites, youwill see no reviews questioning our integrity and honesty with the exception of one. Whatyou will see are reviews that place the Carnegie Inn and Spa as one of the leaders in thehospitality business in the area. There is a review posted during the winter where our staffsearched through snow banks, found and returned a cell phone at our expense to a guest.We stand by our reputation as one of complete concern for our guests and their safety.To have that questioned was a shock.Once again, we apologize to this guest and will continue as we have always done toprovide safe and secure accommodations for our guests. We will continue to provide thehighest levels of guest service and satisfaction as we have always done. General Manager

As is always the case there are two sides to every situation. The individual in questionclaimed to lose a cell phone charger. We went to the room and searched top to bottomwith no results. This is before the housekeeping staff was in the room. Suffice it to say,the version the guest...

is reporting and the actual events are dissimilar.The guest wrote two reviews about the stay, one of which is located on Trip Advisor andone on the Medallia site. It was mentioned the spouse was a trooper on one of those sites.We return all guest property at our expense and we have returned fairly significant items.Recently we returned a stroller to California at our expense. That same day, a guest whohad dinner here 3 months prior and left a pair of Thor sunglasses in our lounge arrivedand hoping against all hope, did we have the sunglasses? We went through ourunclaimed items and there were the sunglasses valued at over $150.00.The response that was posted on this end on Trip Advisor was removed the followingday. We do not wish to get into any type of feud with this guest. We are truly sorry thatthis has happened. We performed all of our duties and adhered to policy concerning thelocation and return of our guest’s property. In this situation, there just wasn’t anyproperty to return. We even searched the parking lot and surrounding areas to no avail.The simple fact is the cell phone charger was not in the room to be found or we wouldhave and then promptly returned it.The response was in no way meant to be hurtful or unprofessional. We were simplyresponding to a guest who accused us of theft. Bear in mind that we offered to pay forthe cell phone charger but were not taken up on that offer. If one were to look at all ofthe reviews concerning the Carnegie Inn and Spa on all of the available web sites, youwill see no reviews questioning our integrity and honesty with the exception of one. Whatyou will see are reviews that place the Carnegie Inn and Spa as one of the leaders in thehospitality business in the area. There is a review posted during the winter where our staffsearched through snow banks, found and returned a cell phone at our expense to a guest.We stand by our reputation as one of complete concern for our guests and their safety.To have that questioned was a shock.Once again, we apologize to this guest and will continue as we have always done toprovide safe and secure accommodations for our guests. We will continue to provide thehighest levels of guest service and satisfaction as we have always done. General Manager

Review: On Tuesday July 14, 2015 I Checked in at the Carngie Inn and Spa in state College. Upon check-in, I inquired if they offered a Law enforcement discount because my husband is a trooper. I stayed and checked out the morning of July 15, 2015. That night while laying in bed, I remembered that I had left my cell phone charger plugged in on the left side of the bed. I called at 12:08am on July 16, 2015. The lady I spoke with said the room was cleaned and that the maid had not found a charger but that she would double check in the morning and call me back. After not receiving a phone call yet, I called the hotel again at 11:59am on July, 16 2015. I was told again that no one had found my charger and that they had none there. After telling the woman that I know 100% that I left it there she again told me that they do not have it. I asked what if I had forgotten my jewelry? would they have kept that too? she said no that they return all forgotten items to customers. I hung up and then got onto trip advisor.com and posted a review about my situation. I stated that the hotel was very clean however, they do not handle customer service issues very well. The manager then sent me a nasty email stating that he had replied to my review and that I should read it and to have my "trooper" husband call him. I was confused by that statement because for one thing how did he know my husband was a trooper ( until I remembered at checkin I had inquired about the LE discount) and for another, my husband had nothing to do with MY stay and MY item that was forgotten. The next day I received notification that the Manager Don had replied to my review on trip advisor where he accused me of 'going on a profanity tirade' on the phone when I called to inquire if they had found my charger. ( which did not happen) and then also posted on this PUBLIC forum to have my 'trooper husband' call him. That not only is a breech of privacy on the hotels part but also could be a safety issue for me as someone that he has previously arrested could get my name and see his profession and come after me. I can not believe that someone in a professional career would take to public forum and not only violate my privacy, but make up blatant lies and post them there.Desired Settlement: I would like the owner of this hotel to personally contact me and assure me that this situation has been handled with this manger. I would also like any reference to my 'trooper husband' to be removed from any public information sites.

Business

Response:

As is always the case there are two sides to every situation. The individual in questionclaimed to lose a cell phone charger. We went to the room and searched top to bottomwith no results. This is before the housekeeping staff was in the room. Suffice it to say,the version the guest is reporting and the actual events are dissimilar.The guest wrote two reviews about the stay, one of which is located on Trip Advisor andone on the Medallia site. It was mentioned the spouse was a trooper on one of those sites.We return all guest property at our expense and we have returned fairly significant items.Recently we returned a stroller to California at our expense. That same day, a guest whohad dinner here 3 months prior and left a pair of Thor sunglasses in our lounge arrivedand hoping against all hope, did we have the sunglasses? We went through ourunclaimed items and there were the sunglasses valued at over $150.00.The response that was posted on this end on Trip Advisor was removed the followingday. We do not wish to get into any type of feud with this guest. We are truly sorry thatthis has happened. We performed all of our duties and adhered to policy concerning thelocation and return of our guest’s property. In this situation, there just wasn’t anyproperty to return. We even searched the parking lot and surrounding areas to no avail.The simple fact is the cell phone charger was not in the room to be found or we wouldhave and then promptly returned it.The response was in no way meant to be hurtful or unprofessional. We were simplyresponding to a guest who accused us of theft. Bear in mind that we offered to pay forthe cell phone charger but were not taken up on that offer. If one were to look at all ofthe reviews concerning the Carnegie Inn and Spa on all of the available web sites, youwill see no reviews questioning our integrity and honesty with the exception of one. Whatyou will see are reviews that place the Carnegie Inn and Spa as one of the leaders in thehospitality business in the area. There is a review posted during the winter where our staffsearched through snow banks, found and returned a cell phone at our expense to a guest.We stand by our reputation as one of complete concern for our guests and their safety.To have that questioned was a shock.Once again, we apologize to this guest and will continue as we have always done toprovide safe and secure accommodations for our guests. We will continue to provide thehighest levels of guest service and satisfaction as we have always done. General Manager