Portofino Inn & Suites

Dear Mr. [redacted],Thank you for taking the time to share your thoughts regarding this issue. We appreciate you bringing it to our attention as we take matters such as this very seriously. Please accept our sincere apology for the initial delay in follow-up regarding your Lost & Found request as...

well as the unsatisfactory results of the hotel’s internal investigation for the missing item. We have shared your feedback with the appropriate hotel teams to ensure that this was an isolated issue that is corrected moving forward. Any compensation regarding the missing item would need to be discussed directly with our Claims Department as we are unable to process reimbursements for Lost & Found items at the property level.Should you have any further questions, please do not hesitate to contact us directly.Sincerely,[redacted] E.General Manager

Dear Mr. [redacted], I apologize on behalf of our Claims Department for the manner in which you felt they handled your claim. But unfortunately, as I previously mentioned, any compensation regarding the missing item would need to be discussed with them directly as we do not process reimbursements for Lost & Found items at the hotel. Any further action or communication regarding the claim and police report that you have filed, should be directed to our insurance company as they will be the ones to assist you. Sincerely, [redacted] E. General Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.We have already talked to them, and they spoke to us like we were children. She literally asked us "what would you do in the managers situation if we replaced every "alleged" stolen item from the hotel? So basically, both of you guys are saying that we are supposed to be okay with not getting our item replaced? It was clearly STOLEN. We do not have it. It magically disappeared from our room. I have sent the police report to [redacted], they are going to be looking into it as well, since you are a "good neighbor hotel", and that is not acceptable behavior. I have also emailed a copy to the Revdex.com in a separate email, as well as to the Department of Consumer Affairs. 
Regards,
[redacted]