I am beyond disappointed with the way the front desk, management and the supervisor have been handling my situation. Hours have now been lost on my communicating over a phone charger I left behind.
I stayed at this hotel on June 6-8 so we could attend an FSU orientation for my daughter. We loved the amenities and everything went well, overall. Checkout for us was fast because we needed to be at FSU by 8:30am on W for another day of orientation. I was running behind, and sent my daughter and her father on their way. As I rushed out, I told myself to grab my charger I had left bedside, in the outlet under the lamp, but through the haste I forgot it. I realized it immediately, but didn’t turn around. I was already late.
I called and spoke with a young lady at the desk. She told me she would let housekeeping know. I assumed they’d call, or something. But, they never did.
After orientation, on Wednesday, June 8th( around 3pm, I went to the inn and the young lady at the desk looked around and said there was nothing found. She tells me she will be sending me a lost item report. I fill it out immediately.
I get a call that same evening, of June 6th, at 6:30, from Armani, as I am driving back to Orlando, that they found my charger. They will mail it out on Thursday morning.
I never received further communication, and noted today, Sun, June 11th that my lost item case hasn’t been resolved. Therefore, I call and Armani answers. She calls her supervisor, he explained to her that he didn’t send it because he is waiting for me to fill out the lost item form. The one I already filled out. I explain this to her, and she calls him again. I am waiting now for this communication over half an hour on the phone to take place and trying my best to be patient with this whole scenario that is rightfully disappointing. She comes back on after talking to the supervisor that she was able to pull up the case, because I gave her the case number and found it for her supervisor and they will mail it out.
This whole entire time, I want to say thank you at the same time because Armani was being respectful and doing everything she could do on her part.
After hanging up with Armani, on June 12th, I received an email, that tells me my item has been found and it now informs me that I am to pay $25 to receive my item back. Frustration kicks in. This is now about principle. I call back, and I don’t hear the name because when they answer they speak so fast over the phone so I’m not sure if it’s Armani. Either way, once I begin speaking up, she explains she is one of the managers. She says her name, and because of what happens afterwards, I dropped it completely. Taylani, or Tayana, or… I wanted to know her name, and she became upset because I tried to understand her name, and pronounce it, or maybe she became upset because I have become an inconvenience… or I am not sure, but either way, the manager is escalating her voice level and tone and explains to me,
My lost item was not a priority.
My lost item that I wanted to retrieve immediately. So it wasn’t lost. It was left behind, but because another guest was already in my room they couldn’t check. The item was left behind and I knew where.
This manager explains, they are short staffed and cleaning for their current guests is and was a priority. Not my lost item. That the managers are cleaning the rooms. Despite saying she understood my frustration she turned it around and made this about her and the managers and the hours they are putting in. Justifying my need to pay $25 for my item to be shipped. The conversation escalated quickly and became very disrespectful on her part making me irrelevant as a guest. I paid as a guest, and I am and was and will be just as important as every other guest of Marriott. Past. Present. Future.
As mentioned, my daughter will be attending FSU and there will be many times I will be staying in Tally. This hotel is in prime location to FSU. I would have liked to have felt respected, appreciated and valued as a guest. $25 is no longer the point. Principle!
