Caribe Royale

I spent 3 nights at the hotel from Sun to Wed this past weekend. When I checked out on Wednesday morning (~10am), I had left my luggage with them.

When I went back on Wednesday evening (~4pm) to claim my luggage, they can't find it. They had given my luggage to someone else!!! I can't believe this. I have had airlines losing luggage.

But hotels losing luggage is a first. I understand mistakes happen. what I am really disappointed is they way they manage it.

The bell boy took about 45 minutes to confirm he can't find the luggage. He then passes it to Wayne from hotel security.

Wayne approached me in a way that I felt interrogated. He made me write a witness statement, and he went away saying he will try to resolve this. It was around 5pm at that time, I had hoped that he would contact the client right away and I can rush to the airport to swap our luggage. But that didn't happen.

Instead, I waited in the lobby until 6pm, Wayne didn't come back. I had to get front desk to call him. He came to the phone and said "sorry madam, don't have the contact details of this client. The reservation was booked through a third party.

We are trying to get a hold of the person via the third party". I asked "can I have the name of the person?". He said "we can't release it due to privacy reason". I was flabbergasted.

What about my privacy? Someone else had my entire luggage?!?! All my personal belongings including my jewelry, dresses, personal items are all there!

Anyway, I left for the airport at around 630pm. Got home, emailed Wayne at 1am, asking for an update the latest by noon.

Again, no news. Thank God on Thursday morning, I had also requested my conference organizer to connect with the hotel. Through that connection, they were able to retrieve contact information since the person was a conference attendee. The hotel made connection with the person and confirmed they have my luggage.

Guess what? Wayne had the audacity to ask if I want to contact the person directly to retrieve my luggage. It sounded like they just want to shift away from their responsibility. I refused.

He said he will arrange for the delivery. I asked him for a fedex tracking number as soon as it is available. By the way, my luggage is in Columbia.

This is now Friday 3pm (22 hours later), I have nothing. I called Wayne's number earlier and someone else picked up.

She said "Wayne is not in the office until 4pm, I will have an update then. But rest assured, we are doing our best to retrieve your luggage". How is this their best?

This hotel management is terrible. PLEASE NOT LEAVE YOUR LUGGAGE THERE!

Their luggage management process is useless. They may tag your bags and give you the stubs, but no one follows it! They will randomly give away your luggage. HUGE SECURITY CONCERN.

Last but not least, THEY SHOW NO UNDERSTANDING OR REMORSE IN THE INCONVENIENCE AND IMPACT ON YOU.

They show no urgency in helping me retrieve my personal item. They show no empathy or any inkling in making it right. It has been 48 hours since they lost my luggage. There is no certainty or timeline in retrieval.

There hasn't been any mention of financial compensation for the stress and inconvenience caused.

DO NOT STAY THERE.

If this is how they manage my case, then I am not feeling confident about their general management ability. Basically, if anything goes wrong, you are on your own.