ComplaintsforAlexis Hotel Dallas
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Complaint Details
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Initial Complaint
04/24/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We had left some shoes at our hotel since we had not to long ago left and called back to the place to ask if they could check the room to see if they were in there however they claimed that they could not move from their position to go check to see if they were in there and that they're house keeping had left and told us to call back tomorrow however my sister had a similar situation at another hotel but the house keeping had stole her stuff instead of putting it into the lost or found,and they won't answer any of our callsBusiness response
06/03/2022
Business Response /* (1000, 5, 2022/05/02) */ The guest called our hotel to inquire about a pair of shoes that were left in the room when they checked-out. At the time of her call, our front desk associate was working alone and (for safety reasons) is unable to leave the front desk unattended. Our associate took the guest's contact information, and told the guest that she would inform the housekeeping department. Our housekeeping department followed through the next morning and they located the guest's pair of shoes. Our management team tried to contact the guest to inform them that the shoes were found and were in safe keeping ready for pick-up. Unfortunately, the contact information we had was incorrect and we were unsuccessful in reaching the guest. The guest contacted the hotel again a few days later and was told that the shoes were found and arrangements were made for the guest to pick-up their shoes on Friday, April 29, 2022. Our hotel manages lost and found items with integrity. Our standard operating procedures regarding items left in rooms require that we log the description, including date, room number, etc, of all items, and we securely store them until they are picked-up or mailed to the guest at their request. We do not discard or personally keep any guest items, irrespective of their nature, size or perceived value. In this case, I believe it was a timing issue where there was just a short period between our communication with the guest and their filing a formal complaint with your bureau. We acted in good faith and did everything we could within reasonable expectations to return the guest's personal items to them in a timely manner. We sincerely hope the guest will acknowledge this and return to our hotel in the near future.
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Contact Information
Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.