| rev:text
| - My first ever 1 star rating. Here is an excerpt of what I wrote to the executive management at corporate headquarters:
On the evening of January 17th, I returned to my room and noticed that my USB Smartcharger and fiber-braided USB cable were missing. I very specifically remembered leaving it plugged into the wall, with the cable hanging over the drawer before I left in the morning. The thought of theft had honestly not even occurred to me, even after conducting a thorough searching of the room and every drawer in the off-chance that the cleaner unplugged it while making the bed, and forgot to put it back.
After searching the room, I then called the frontdesk to report the item missing. I was told rather apathetically that there is nothing he could do, and I would need to report it to the frontdesk in the morning. I also reported that the wireless Internet was down, and was given the number to tech support. After half an hour on the phone with tech support, I was informed that the Internet was broken and there was nothing that could be done for me at that time.
The following morning, I went to the front desk to report the missing item. At the time, I was still giving the housekeeper the benefit of the doubt, as I knew that this is a very serious offense for hotel staff and had a full expectation that it was a simple oversight and would be returned. The staff informed me that they would look into the matter. I also let them know that the Internet was still down.
That afternoon, I went back to inquire as to the status. It was clear to me that no action had been taken, and that the change of staff had not been informed. I once again reported what happened. I requested that they leave a voice mail keeping me updated. In the evening, after still not hearing from them (and no voicemail) I went back to check again. This time, the receptionist knew who I was and offered me a basic USB charger from lost and found, which I graciously accepted in the interim, letting them know that I still expected that the incident be followed up on. I also reported that the Internet was still down.
The following morning, I inquired yet again. This time I insisted that a manager contact me, and I left my cell number. I also let them know that I did not want the housekeeper that cleaned my room the first morning into my room. The receptionist apologized and assured me they would have the manager reach out as soon as possible. I let them know that the Internet was still down, and I was told that they would provide me with a hotspot that I could use to connect to the Internet in the interim.
Once again, I returned to my room in the evening, without any contact from the manager, nor with the hotspot I was promised. In addition, I noticed that the dishwasher was loaded but not started. Later I learned why, after attempting to use two different electrical outlets and learning that the entire side of that wall had no power. I was shocked that housekeeping did not bother reporting it to have it fixed. Instead, I had to search for the circuit breaker and fix it myself.
This is not about the USB charger. I can easily get another. But...
As of this writing (after 5 requests to look into a possible crime taking place at this hotel), I have yet to have any contact or resolution to my issue (from the manager nor anyone else). What has me quite shocked and frustrated was the complete and utter disregard and lackadaisical response for what hotels are expected to consider a serious matter...theft.
In addition:
* Internet down for first 3 evenings of my stay, as well as my final evening (4 out of 5 evenings)
* Towels not replaced on second day (only had one towel on second day)
* Coffee not replaced (second day)
* Cleaning materials left in room (second day)
* Iron and board left on floor of closet instead of put back into proper spot (second day)
* Trash Can left out in middle of kitchen (not put back under sink) (third day)
* Dishes thrown haphazardly into dishwasher: silverware literally thrown into dishwasher, top rack (third day)
* Dishwasher not started and not reported as a problem by housekeeping (third day)
* Power outlets not working and not reported by housekeeping. Cleaned dishes by hand. (third day)
* Dishwasher leaking all over kitchen floor (fourth day). Cleaned it up myself. Cleaned dishes by hand. Assumed that housecleaning would take care of it and report it, BUT...
* Room not cleaned at all on 4th day, despite telling housekeeping that I would be out in under an hour (as I was on my lunch break)
* ZERO FOLLOWUP: I had to inquire 5 times on my own regarding missing item. I have yet to be reached out to as of this writing.
Consistency and caring build loyalty. I raved earlier about Sonesta, even went out of my way to request it. Sonesta Suites has lost that loyalty.
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