While the service during my stay was fine, the service, or lack there of, has been inexcusable. After checking out of the hotel at 3am, I realized when I got to the airport that I’d left my charger in the room. That is totally on me! I called the hotel at 5 am asking for it to be sent to me & that I would cover the shipping costs. I was told they’d check the room and confirmed my credit card for the shipping. Almost two weeks later I called to ask for shipping info as I never received it, but that I was charged for shipping. I was told that there were no GMs on currently, but that they would get back to me with shipping info. Four days later I called again as I never heard back from GM. Mallory offered to refund shipping as a courtesy & told me she would contact management to find out the status once again. I received an email later to tell me that the charger was never found, and the fact that I was charged for shipping even though my lost item was never even retrieved, let alone shipped. This was ridiculous! But, Mallory (who has been great, but also the only person who has bothered to handle this situation, and while I appreciate all she has done and her professionalism, she’s had to serve as a middleman several times and then she gets no response from management). She told me that the hotel was offering to replace the charger for the error. I was so thankful! It was my error in leaving it behind, but given that the hotel recognized where they dropped the ball, this was very generous of them. I emailed them back with my charger info. But another week later, aftrr still not hearing a response or receiving a charger, I followed up again. Yesterday, after almost one month since I checked out, I received a replacement in the mail. The thing is, I left my item behind. That’s on me. And had the hotel handled it appropriately from the get go (checked the room, not found it, not billed me), this would have been over that day. But, charging me, never shipping it, not responding time and time again, is a level of unprofessionalism that is infuriating. Mistakes happen to all of us, but it's all in the way that mistake is handled that will influence someone's impression of an organization. And my impression of the way this hotel is managed is not a favorable one.