1/5 Iman S. 1 year ago on Google
BEWARE
OF
STORING
LUGGAGE.
5
STAR?
THINK
AGAIN.
It’s
pretty
common
for
travelers
to
leave
their
luggage
in
the
hotel’s
storage
before
their
rooms
are
ready
for
check
in.
We
never
expect
our
luggage
to
go
missing
or
be
handed
off
to
another
guest
but
that’s
not
the
case
here.
We
decided
to
leave
our
luggage
in
between
stays
at
Eurostars
Das
Letras
while
we
travelled
to
nearby
cities
by
train.
We
had
done
this
at
on
of
their
partner
hotels
and
everything
went
smoothly.
However,
upon
returning
to
Eurostars
das
Letras
to
retrieve
our
luggage
prior
to
our
flight
the
next
morning,
we
came
to
find
one
missing,
nowhere
to
be
found
nor
a
way
to
be
tracked.
The
receptionist,
Paula,
attempted
to
play
the
“we
never
had
your
luggage,
there
is
no
proof”
card.
Luckily,
we
had
our
storage
tickets
as
proof.
We
were
told
by
the
receptionist
around
11pm
that
nothing
could
be
done
as
the
manager
was
not
onsite
nor
could
he
be
reached.
It’s
truly
baffling
that
a
hotel
of
such
said
caliber
does
not
even
have
a
manager
on
site
to
handle
client
issues,
or
at
the
very
least
be
readily
available
in
case
he
needs
to
be
reached.
After
waiting
all
night
and
taking
a
trip
to
the
police
station
the
next
morning,
the
receptionist
supervisor,
Tiago,
showed
up
at
9am
long
AFTER
we
were
due
at
the
airport
for
check
in
for
our
flight
home.
When
he
finally
arrived
and
spoke
with
the
police
who
accompanied
us,
he
informed
us
that
he
would
look
through
the
cameras
to
see
when
the
luggage
entered
the
vicinity
and
if
it
ever
left.
Meanwhile,
we
headed
to
the
airport
to
try
and
get
our
flights
rebooked.
Not
only
did
we
wait
4
hours
in
line
to
get
our
flights
rebooked,
but
our
flights
could
not
be
changed
and
we
were
forced
to
purchase
a
new
ticket
home
for
$1600.
While
we
were
waiting
at
the
airport
we
called
for
an
update
for
our
luggage
to
learn
that
the
luggage
was
returned.
You
would
expect
the
hotel
to
try
calling
since
they
knew
we
were
waiting,
but
they
didn’t’
even
bother.
So
if
we
had
not
called
ourselves
we
would
have
never
been
updated
about
our
luggage.
When
we
finally
returned
to
the
hotel
to
verify
the
luggage,
we
asked
for
rooming
accommodations
as
we
were
forced
to
book
new
flights
with
the
next
available
being
in
the
next
2
days.
We
were
offered
a
discount
of
$100
euros
on
a
2
night
stay.
We
were
expected
to
AGAIN
pay
for
their
mistake
which
should
have
never
happened.
When
we
expressed
our
anger
to
the
receptionist
she
simply
turned
her
back
and
walked
away
until
the
receptionist
supervisor
said
he
would
have
to
speak
with
the
general
manager
to
see
if
he
would
agree
in
compensating
us
with
2
free
nights
following
THEIR
MISTAKE.
I
must
add
that
when
I
said
this
should
have
never
happened,
the
receptionist
supervisor
bluntly
responded
“well,
it
can
happen.”
I
acknowledge
that
mistakes
can
happen,
however,
in
the
event
that
it
does,
customer
service
should
go
above
and
beyond
in
taking
responsibility
and
it
should
go
without
saying
that
we
should
have
been
accommodated
as
our
luggage
was
given
to
another
without
any
sort
of
verification.
In
the
event
of
a
mistake
like
this,
the
hotels
response
makes
all
the
difference
and
will
usually
put
guests
at
ease,
but
this
hotel
did
quite
the
opposite.
This
hotel
exhibited
pure
negligence
and
a
lack
of
customer
service.
If
you’re
looking
for
a
5
star
experience
this
is
surely
not
it
and
very
far
from
it.
BEWARE.
Note:
This
location
did
not
even
have
a
luggage
cart
readily
available.
Aside
from
our
mishap,
we
must
add
a
huge
thank
you
to
the
bartender
and
receptionist,
Rodrigo,
as
they
provided
EXCEPTIONAL
customer
service
through
it
all.