Crowne Plaza Wilmington North

This letter is in response to the above referenced complaint ID number regarding this customer's concern We can verify that the guest reported his toiletry bag to be missing several days after departing the hotel We can also confirm that he spoke with one of our senior managers, [redacted] , Rooms Division Manager, who has direct oversight of the Housekeeping function of the hotel We can verify that we checked out housekeeping lost and found log as well as interviewed the housekeeper assigned to clean the guest's roomUnfortunately, the item was not located [redacted] informed the guest of these facts At no time did [redacted] or any other member of our hotel team state that the item was thrown out [redacted] only stated that if it was left on top of the trash can, it would have been assumed to be trash and thrown out, but is only a theoretical possibility The guest believes therefore that the item was stolen by a member of the hotel staffThe hotel disputes this accusation The hotel has had no incidents, either internal or of official record in memory of any member of the housekeeping staff having stolen guest items Based upon the guest's demeanor, demands for compensation, and accusations, the hotel chose to end any further communication with this guest As is standard procedure, any personal item, including, but not limited to, such items as clothing, jewelry, electronics, and other personal belongings, such toiletry bags are kept, regardless of real or perceived valueThese are which is found to be left behind by a guest are bagged, tagged with the room number and date, and logged into the guest lost and found log and is stored for several months If the guest still believes that the item was stolen by a member of the housekeeping staff, while the hotel strongly believes this is not the case, this guest has the right to file a police report with the Delawa re State PoliceThe hotel will fully cooperate with any official police investigation In addition, for both the protection of the guest and the hotel, the State of Delaware, as well as all other states, have an Innkeeper's Liability Law,which specifies the hotel's scope of liability for any items that are reported to be stolenBelow is an excerpt of this verbiage for the State of Delaware Posting: Conspicuously posted in each guestroom and other conspicuous placeDelaware Code Safekeeping of valuables Whenever the proprietor of any hotel, inn or boardinghouse provides a good, sufficient and secure safe or vault in the office or other convenient place in such hotel, inn or boardinghouse for the safe keeping of any money , goods, jewelry and valuables belonging to the guests and boarders of such hotel, inn or boardinghouse, and notifies the guests and boarders thereof, by placing in every lodging room and other conspicuous places printed cards or notices stating the fact that such safe or vault is provided in which such goods, jewelry and valuables may be deposited and that the proprietor or proprietors thereof will not be responsible for such money, goods, jewelry and valuables unless deposited in such safe or vault, and if such guest or boarder neglects to deposit such money, goods, jewelry or valuables in such safe or vault, the proprietor shall not be liable for any loss of such money, goods, jewelry or valuables sustained by such guest, by theft or otherwise Since these items were not stored in the hotel safe, the hotel is not liable for these items which were allegedly lost or stolen at our property The hotel is no position to confirm o r deny the type,brand, value, quantity, or contents or the guests items that compensation is being sought for, or if they in fact were lost or stolen on our premises This is why these laws are in place in various forms in all states for all parties' mutual protection While we are attempting to respect the guest's emotion and beliefs, we take accusations of theft by our employees very seriously, as well as accusations of negligence We respectfully are not in a position to provide any requested compensation to this guest, but as stated earlier, will fully cooperate with any official police investigation initiated by him

This letter is in response to the above referenced complaint ID number regarding this customer's concern.
We can verify that the guest reported his toiletry bag to be missing several days after departing the hotel We can also confirm that he spoke with one of our senior managers,...

[redacted], Rooms Division Manager, who has direct oversight of the Housekeeping function of the hotel.
We can verify that we checked out housekeeping lost and found log as well as interviewed the housekeeper assigned to clean the guest's room. Unfortunately, the item was not located. [redacted] informed the guest of these facts.  At no time did [redacted] or any other member of our hotel team state that the item was thrown out. [redacted] only stated that if it was left on top of the trash can, it
would have been assumed to be trash and thrown out, but is only a theoretical possibility.  The guest believes therefore that the item was stolen by a member of the hotel staff. The hotel disputes this accusation.  The hotel has had no incidents, either internal or of official record in memory of any member of the housekeeping staff having stolen guest items.  Based upon the guest's demeanor, demands for compensation, and accusations, the hotel chose to end any further communication with this guest.
As is standard procedure, any personal item, including, but not limited to, such items as clothing, jewelry, electronics, and other personal belongings, such toiletry bags are kept, regardless of real or perceived value. These are which is found to be left behind by a guest are bagged, tagged with the room number and date, and logged into the guest lost and found log and is stored for several months.
If the guest still believes that the item was stolen by a member of the housekeeping staff, while the hotel strongly believes this is not the case, this guest has the right to file a police report with the Delawa re State Police. The hotel will fully cooperate with any official police investigation.
In addition, for both the protection of the guest and the hotel, the State of Delaware, as well as all other states, have an Innkeeper's Liability Law,which specifies the hotel's scope of liability for any items that are reported to be stolen. Below is an excerpt of this verbiage for the State of Delaware
Posting: Conspicuously posted in each guestroom and other conspicuous place. Delaware Code 1502. Safekeeping of valuables
Whenever the proprietor of any hotel, inn or boardinghouse provides a good, sufficient and secure safe or
vault in the office or other convenient place in such hotel, inn or boardinghouse for the safe keeping of any money , goods, jewelry  and valuables belonging to the guests and boarders of such hotel, inn or boardinghouse, and notifies the guests and boarders thereof, by placing in every lodging room and other conspicuous places printed cards or notices stating the fact that such safe or vault is provided in which such goods, jewelry  and valuables may be deposited and that the proprietor or proprietors thereof will not be responsible for such money, goods, jewelry  and valuables unless deposited in such safe or vault, and if such guest or boarder neglects to deposit such money, goods, jewelry  or valuables in such safe or vault, the proprietor shall not be liable for any loss of such money, goods, jewelry  or valuables sustained by such guest, by theft or otherwise.
Since these items were not stored in the hotel safe, the hotel is not liable for these items which were allegedly lost or stolen at our property.  The hotel is no position to confirm o r deny the type,brand, value, quantity, or contents or the guests items that compensation is being sought for, or if they in fact were lost or stolen on our premises.  This is why these laws are in place in various forms in all states for all parties' mutual protection.
While we are attempting to respect the guest's emotion and beliefs, we take accusations of theft by our employees very seriously, as well as accusations of negligence.  We respectfully are not in a position to provide any requested compensation to this guest, but as stated earlier, will fully cooperate with any official police investigation initiated by him.

Review: I was a guest at the hotel on April 28, checking out on April 29. I checked out and took my suitcase with me; it was in my possession and in my sight except for when it was in the trunk of the cab to my meeting; I did not check the bag when I flew home.On Sunday May 4, I realized that I had left my $135 toiletry bag at the hotel. I called the hotel and was transferred to someone in housekeeping. The lady I spoke with told me she would check lost and found and call me back, which she did. She was not able to find the bag but said she would keep looking and would call me back again. I did not hear from her.Subsequent to this, I completed an online survey sent out by the hotel, and described my problem.A few days later, I called the hotel and asked for the manager on duty. The gentleman with whom I spoke told me that he had read my survey but hadn't had time to call me back yet. He went on to tell me that he could assure me that no one from housekeeping took the bag because the housekeeping staff is not of the 'caliber' to know what a Tumi bag is. Therefore, what much have happened, he said, is that the housekeeping staff just threw the bag away.Subsequent to this, I received a response from Crowne Plaza corporate saying that they had forwarded my survey to the GM of the hotel and I should expect a call.On May 8, I called and asked to speak with the manager on duty and was transferred to the GM's voice mail. I left him my name, summary of the problem, and told him I would like a return phone call.I find it unacceptable for a hotel to have one of two policies with respect to items left behind:1. Finder's keepers.2. Toss it in the trash.I find it even more unacceptable for the hotel to not follow up and be more proactive in communicating with me.Desired Settlement: The price of the bag has come down since it was given to me as a gift: $135I cannot remember everything that was in the bag, but replacing medications and toiletries: $40Total of $175.00

Business

Response:

This letter is in response to the above referenced complaint ID number regarding this customer's concern.

We can verify that the guest reported his toiletry bag to be missing several days after departing the hotel We can also confirm that he spoke with one of our senior managers, [redacted], Rooms Division Manager, who has direct oversight of the Housekeeping function of the hotel.

We can verify that we checked out housekeeping lost and found log as well as interviewed the housekeeper assigned to clean the guest's room. Unfortunately, the item was not located. [redacted] informed the guest of these facts. At no time did [redacted] or any other member of our hotel team state that the item was thrown out. [redacted] only stated that if it was left on top of the trash can, it

would have been assumed to be trash and thrown out, but is only a theoretical possibility. The guest believes therefore that the item was stolen by a member of the hotel staff. The hotel disputes this accusation. The hotel has had no incidents, either internal or of official record in memory of any member of the housekeeping staff having stolen guest items. Based upon the guest's demeanor, demands for compensation, and accusations, the hotel chose to end any further communication with this guest.

As is standard procedure, any personal item, including, but not limited to, such items as clothing, jewelry, electronics, and other personal belongings, such toiletry bags are kept, regardless of real or perceived value. These are which is found to be left behind by a guest are bagged, tagged with the room number and date, and logged into the guest lost and found log and is stored for several months.

If the guest still believes that the item was stolen by a member of the housekeeping staff, while the hotel strongly believes this is not the case, this guest has the right to file a police report with the Delawa re State Police. The hotel will fully cooperate with any official police investigation.

In addition, for both the protection of the guest and the hotel, the State of Delaware, as well as all other states, have an Innkeeper's Liability Law,which specifies the hotel's scope of liability for any items that are reported to be stolen. Below is an excerpt of this verbiage for the State of Delaware

Posting: Conspicuously posted in each guestroom and other conspicuous place. Delaware Code 1502. Safekeeping of valuables

Whenever the proprietor of any hotel, inn or boardinghouse provides a good, sufficient and secure safe or

vault in the office or other convenient place in such hotel, inn or boardinghouse for the safe keeping of any money , goods, jewelry and valuables belonging to the guests and boarders of such hotel, inn or boardinghouse, and notifies the guests and boarders thereof, by placing in every lodging room and other conspicuous places printed cards or notices stating the fact that such safe or vault is provided in which such goods, jewelry and valuables may be deposited and that the proprietor or proprietors thereof will not be responsible for such money, goods, jewelry and valuables unless deposited in such safe or vault, and if such guest or boarder neglects to deposit such money, goods, jewelry or valuables in such safe or vault, the proprietor shall not be liable for any loss of such money, goods, jewelry or valuables sustained by such guest, by theft or otherwise.

Since these items were not stored in the hotel safe, the hotel is not liable for these items which were allegedly lost or stolen at our property. The hotel is no position to confirm o r deny the type,brand, value, quantity, or contents or the guests items that compensation is being sought for, or if they in fact were lost or stolen on our premises. This is why these laws are in place in various forms in all states for all parties' mutual protection.

While we are attempting to respect the guest's emotion and beliefs, we take accusations of theft by our employees very seriously, as well as accusations of negligence. We respectfully are not in a position to provide any requested compensation to this guest, but as stated earlier, will fully cooperate with any official police investigation initiated by him.