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| - On Friday, December 29th at approximately 4:30 pm, I woke to three Nevada police officers and a Marriott representative knocking at my room door. The officer stated the bellman alerted the hotel that I had a Rifle and Pistol in the luggage that he brought to the room upon checking into the hotel.... how is this possible when we checked in on December 23rd...? and the officers are knocking at my door on the 29th... Needless to say, while in shock and disbelieve one of the officers questioned me while the other two officers searched our 2-bedroom villa. The officer questioned who I was with, what did my husband look like, what did my parents look like, what kind of car did we drive among a few other questions... thereafter the officer pulled out a picture from hotel security asking if I was the man in the photo.... Obviously, I wasn't the guy in the photo but the officer insisted it did look like me... the guy in the photo was tall, looked like he was in his 50's and on the slimmer side... which wasn't even close to my description... The officers eventually called off their search and left after failing to find any firearms in my villa. Aside from saying we may have the wrong room... there was no explanation, no apology, nothing.
This ordeal was extremely embarrassing. It was our last night in Vegas after having spent the Christmas holiday with my elderly parents.
The Marriott representative whom I later found out was Susan Chaffer, Director of Security had a poker face the entire time. She said nothing during the whole ordeal and her cold demeanor along with the action of the officers made me feel like I was a criminal and yet I committed no crime or had any firearms in my possession.
I called the hotel operator and was transferred Thelma Williams in their loss prevention department. I requested the names of the Marriott representative and the three Nevada Police Officers. Ms. Williams advised me that it was Susan Chaffer that accompanied the officers and she had left for the day.
Ms. Williams further advised that only Ms. Chaffer would be able to provide the officers names and that she'd have Ms. Chaffer call me when she returned to work. I requested the name and phone number of Ms. Chaffer's supervisor and Ms. Williams refused to provide that information; Ms. Williams stated information for Ms. Chaffer's supervisor would only be provided by Ms. Chaffer.
Later that evening I received a call from Jonathan (I didn't get his last name). Jonathan stated that the officers were doing their job considering the recent shooting in October. He further stated the bellman said the guest name was "Joseph" and after their loss prevention completed a search in their hotel guest database, I was the only Joseph in the hotel at that time.... This is a little hard to believe but okay... let's assume that is correct... if the bellman reported this to security, and the bellman took up the luggage.... Wouldn't you think the bellman would know the exact room number that he took the luggage too??? and thus finding out the name of the guest for which he just delivered the luggage and suspected firearms???
I told Jonathan, my only issue with the officers was the fact they accused me of looking like the man in the picture when clearly it wasn't even close. My issue is with the Marriott. The Marriott alerted the officers with false information, without facts. How do you subject your Marriott Vacation Club Owners to this kind of stress and embarrassment? I asked again for the names of the officers and was told Ms. Chaffer would call or email me the necessary information. Today is Thursday, January 5th and I still haven't received any such call or email...
We've been Marriott Vacation Owners since 2007 and own multiple timeshare properties and vacation club points... Is this really what we should expect from Marriott... intimidation, harassment, embarrassment, and complete lack of regard for customer service?
What if it was my elderly parents that were in the room at the time this occurred and was the recipients of this harassment? What if it was your ailing elderly parents, would this sit well with you? My parent's health is failing rapidly and as such we anticipated on staying at this hotel for our monthly visits as we have many times in the past... it looks like we need to find other lodging accommodations now.
Friends and Colleagues are advising that we should seek legal advice for this harassment... is that what it takes these days??
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