I’m not one to rant and rave (well, maybe once in a while), but I opened a letter today that infuriated me.The letter was from one of the hotels we stayed at on our recent get-away. The contents included: “…upon your departure our housekeeping staff reported two pillows missing from the hotel room. As the registered guest of this room, you are liable for the replacement fee.”
I immediately called the person who sent the letter and (believe it or not) calmly informed her we were not pillow-pinchers. She curtly explained that each bed has four pillows and upon check-out the bed only had two. I suggested the bed had to have been double rather than quadrupled pillowed upon our arrival and that maybe in the future they should provide a list of amenities on an inventory sheet for guest reference. That way if something was missing the guest could notify the front desk. This woman didn’t respond to my scenario or recommendation, but reluctantly agreed to reverse the charge. Based on her tone of voice, she still thought my husband and I were thieves.
The more I thought about it, the angrier I got. Even though the charges were reversed, I wasn’t satisfied. I did some research on-line and found the CEO of the hotel chain and promptly sent him an e-mail with my concerns and recommendations. Lo and behold, within thirty minutes I received a positive response AND apology.I am aware people do steal from hotel rooms. Who knows, maybe there’s a huge pillow pinching ring out there. My question is….what about those of us that are falsely accused? I wonder how much money hotels make on the innocent who just let it go and not refute the charges? I wonder what percentage of remodeling, expansion costs or bonuses are paid through unsubstantiated pillow recovery fees?
Yes, I’m making light of the incident now, but I did learn a lesson that might be considered by all … Make sure to ask housekeeping how many towels, pillows, duvets, etc., are supposed to be in the room before checking out!