WORST experience ever!!!!! If there is a 0 star, I will definitely rate that.

I stayed in this hotel on the end of December 2017, and when I left, I forgot my shirt in the closet. Then I called back IMMEDIATELY, and they said they found it. Therefore, I asked my friend to pick up for me, since I was leaving at that night. The day before my friend came, I had called the hotel again, and told them when my friend would come, and what my friend’s name was, but when my friend was at the front desk, they said they didn’t have it ready. Then my friend flight back to school without my shirt. Then I called back again, and the front desk staff said they found it and will ship it to me, so I left my address and credit card information and then waited. After a long time waiting, I still didn’t received anything. So I called again and again, and each time they just kept saying that they had found it and they will ship it to me within 24hrs. But I still received nothing, plus THEY NEVER CALL ME BACK!!!!!

During the past two months, I had made enough phone calls, but heard nothing back. Therefore, I decided to come by the hotel during the spring break myself.

Update: Feb 22nd 2018, I called them again, and asked them about my shirt, and they told me the exact same answer that I have heard multiple times. They promised me that they will ship within 24hrs, but this time, I chose not to trust them, and booked the flight to SF at the same time.

Mar 10th 2018, I specifically flight back to SF during the spring break, and drove to this hotel again, in hoping of bringing the shirt back. However, I didn’t stay in this hotel, because of the previous experience. Result: They said they don’t have it right now, but once they found they will call me. As I expected, I didn’t receive any phone call during my stay.

Mar 12th 2018, I drove to this hotel again, and in order not to waste my time, I called them 30mins before I arrive, but I still waited at the lobby for another 30 - 40 mins. Results: The negotiation was absolutely UNPLEASANT, and I don’t think they are truly sorry for that. After I tried to contact the hotel for 3 months, they told me that after 2 months, they will discard the item, and they don’t think they can find it anymore. However, I already made several phone calls beforehand and I talked to different front desk staffs, but they never mentioned their names. Besides, I left my information many times, and I gave my information to the guest relation manager personally on Mar 10th, but the guest relation manager asked my information AGAIN!

If they didn’t have the shirt, they could just tell me at the first time. If they do have the shirt, why they need me to call them this many times instead of shipping to me in first two months. What this hotel has done is not only time consuming, but also waste of money! Worst of all, after I had spent 2 hours with them arguing about the issue, they still didn’t guarantee ANYTHING!!!!!