ComplaintsforLa Posada de Santa Fe, Inc.
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Complaint Details
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Initial Complaint
07/19/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
We used the valet service to park our truck on Jily 3rd. When we came out the next morning, the truck had significant damage. We went to the front desk and valet came in with an accident report filled out. The valet driver had run into a bollard on both sides of the truck. We were assured their insurance would contact us within a few days. They have yet to call. We have made many attempts to call the manager of the property and they send us to voicemail and do not call back. We cannot repair the truck until their adjuster sees the truck and gives the repair shop their information. The repairs are over $20,000. We want this fixed, that's it. I don't think that is too much to ask. We do have a picture of the accident report which they refused to give us to begin with but the valet guy told us we could screenshot it.Business response
07/22/2022
The claim has been turned into insurance. The guest has been contacted by a manager and by the insurance company. It will be resolved.Customer response
07/25/2022
Complaint: ********
I am rejecting this response because:
The insurance did contact us but as of yet, they have not agreed to the repairs. Until this is actually completed, we do not feel comfortable closing this complaint. We are uncomfortable due to the behavior of the property manager refusing to give us any information and having to involve our insurance to even get this claim moving. They have lied and refused to take phone calls and even told us they weren't allowed to speak to us. Until payment t is received we don't trust them. Regards,
**** *********[To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]Business response
09/06/2022
I have spoken to the insurance and they stated the a check was issued, the check has been cashed and that the matter has been closed on their side.
We consider the matter closed at this time.
Customer response
09/07/2022
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Regards,
**** *********Initial Complaint
05/06/2022
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
We are a senior citizen couple from Ohio. We stayed at LaPosada from April 3rd to April 6th. We left in our room (***) the base to a kettle that heats water. The base has the power cord and heating unit. The manufacturer will not sell a replacement base. We have spoken to numerous front desk and lost and found personnel at LaPosada. They have confirmed that they have our lost item but despite repeated requests they have failed to send it to us. They confirmed that they have our address and credit card information on file to cover the cost. We ultimately left a message seeking help from the administration at LaPosada but received no return call. In addition, the staff members we have talked to promise to follow up with us by phone but never do so. The lack of response and lack of common courtesy in communicating with us is almost inconceivable for a Marriott property. Nonetheless, we simply would like our lost item returned to us without further delay or aggravation. Any assistance you can offer would be appreciated. ***** *****Customer response
06/17/2022
Our issue with LaPosada has been resolved. Thanks for your help.
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Customer Complaints Summary
2 total complaints in the last 3 years.
0 complaints closed in the last 12 months.