| rev:text
| - It's a shame that I have to give Downtown Grand one star- even with the weird shower, and the location making the rooms noisy, I liked it. But it's run by very poor management, with little organization (with one exception, see below.) I work in the industry and these people should be ashamed of themselves.
My husband and I stayed the night on 12/23/14 - he had a job interview downtown so he brought his suit with him. (We were in the process of moving from San Diego to Vegas.) When he got back from the interview, the company called to offer him the job! In the excitement, when we left to check out, he accidentally left his $500 suit there. He realized it an hour after we left, and immediately called. They found it, logged it, gave us a confirmation number and told us they hold onto it for 30 days. Since then, he's talked to them twice on the phone and has been told the suit is still there.
Today my husband finally had time to retrieve his suit- so off to Downtown Grand he went, only to be told they didn't have any record of his suit and they changed their policy (without calling us) to only hold items for 7 days, so it's gone by now even if they did ever have it.
Now tell me - what kind of hotel has that kind of policy? I have worked for two casinos, one boutique hotel and one resort - nobody has a policy like that. The last hotel I worked at, an item of high value had to be kept for 90 days. And they have all of our information- why would we not get a phone call? Or an email? SHADY!
After being told his suit wasn't there anymore, my normally very calm, mild-mannered better half internally lost it and had to walk away. This is his favorite suit. So I called to figure out what was happening. After almost a half an hour of holding (really downtown grand, you're that busy when there's an angry guest on the line?) I finally got a front desk manager and explained the situation. She told me she hadn't heard of a 7-day policy. She connected me to Edwin, who I talked to at length. I have to admit, at this point I was furious and he could sense that. After a bunch of people "looking" for the suit, Edwin found it after not even ten minutes. He also let me know their 7-day policy has been in effect for quite some time, even before our stay, so for so many departments to not know such a big piece of information, there is clearly a huge problem with internal communication.
So how does a $500 suit get lost, but once I called and made it clear I wasn't accepting that answer, it gets found? I let them know my next phone call would be Metro for stolen property, or I would get in the car and come help them look. Then the suit gets found. Now my husband has to go all the way back there a second time. I'm disgusted with the way they handled this situation- I will never ever stay at this Motel 6 in sheep's clothing again. If you're going to be bringing anything of value on vacation with you (and I'm sure you are), I wouldn't risk staying at Downtown Grand.
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