My family and I checked into the Aloft BWI Hotel on October *, for a wedding we attendi...

GetHuman-mnradiga's customer service issue with Aloft Hotels from October 2018

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The issue in GetHuman-mnradiga's own words
My family and I checked into the Aloft BWI Hotel on October *, for a wedding we attending on October *th. I booked two rooms, one for my wife and I, one for my son and his girlfriend (Caroline). **On the evening of October *th, between the hours of *:**pm and *:**pm while my son and his girlfriend were attending the rehearsal dinner, someone entered their room and stole Caroline's Debit Card and a $*** bill, which was intended as a gift to the wedding couple, from her wallet. Before leaving the room that evening, she had attempted to store her wallet in the safe, but it was already locked.**While at the rehearsal dinner, Caroline was alerted to someone trying to use her debit card through a text alert to her phone. It was an online transaction in the amount of $*** that was rejected due to insufficient funds. A second transaction was successful for a small iTunes purchase. When she returned back to room around *:**pm to retrieve her card, she discovered her debit card was missing from her wallet along with the $*** bill.**Shortly before *PM, I spoke with a hotel representative at the front desk, reporting the problem and asking to speak with the manager. I was informed the manager would not be in until the next morning.* *I reported the problem the next morning to Nicole Barnet, and asked to see the access logs for the room. After waiting ** minutes, Nicole informed me the system that provided that information was unavailable and would not be back up until Tuesday or Wednesday the following week. I provided her with my contact information, and asked her to send me the report when the system was again available.**Nicole did contact me the following Wednesday, reporting the information was still not available. In the communication, she cc'd Kristy Jackson, the General Manager.*I responded that I still wanted the report, and would wait a couple days longer.**As of this writing, I still have not heard back from Kristy or Nicole with the information, despite having sent a reminder on Friday, *****.**At this point, I do not believe the access logs for the room were ever unavailable and the information was being intentionally withheld. Unfortunately, I did not call the police to file a police report, as i was assured the manager would handle the situation the next morning.**Rest assured, that was my last stay at an Aloft Hotel, and I will be sharing this experience online, everywhere!

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Aloft Hotels

Customer service issue
Reported by GetHuman-mnradiga
Oct 22nd, 2018 - 3 years ago
Not resolved
Seen by 9 customers so far
Similar issue to 13 others
0 customers following this

Timeline

GetHuman-mnradiga started working on this issue
Oct 22nd, 2018 7:24pm

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