Has anyone ever had their room robbed while staying at Marriott? I have stayed in 100's of Marriott rooms and never had it happen but it did on Christmas Eve last year. My wifes wedding ring was stolen from our room at the Fairfield Inn in Williamsburg VA while we were out of the room sometime between 10AM and 6PM. We filed a police report and an initial investigation found only 2 keys swiped into the room during this time...the housekeeper and there supervisor.
We since have learned from the police detective that this particular hotel has had numerous reported thefts over the last 3 months and has been under continued surviellance and investigation. Unfortunatly, my ring has not been recovered and nearly 1 month later the case is still open. The hotels manager, Cathy Patton has been of NO help and basically blamed me for the ring being stolen. She no longer will return any of my phone calls or emails. The hotels insurance company (Hartford) called me back within 2 hours of receiving the case and denied it telling me they found no fault of the hotel.
Do i have any hope here for anything? I dont even know who to contact to try and escalate the situation. If you are ever in Williamsburg VA, avoid this particular hotel at ALL costs.
Oh no!! I'm so sorry to hear this, bucky76034! Please - send me a private message with your contact information, and the check-in/check-out dates of your stay. I'll pass this on so that we can look into this further!
Think I may have fixed the problem with the private message, bucky76034. I just sent you a private message. Let me know if you still have troubles!
bucky76034, I am sorry to hear about this. Do you have renter's or homeowner's insurance that would cover this loss? Or maybe trip insurance might cover it? Did you rent the room with a credit card that has any type of insurance coverage? United Club Card, Citi AAdvantage Executive Card, and Barclay's Aviator cards all have built-in trip insurance that covers all sorts of things in case you might have used one of those cards.
My compatriot clebert certainly gave the best advice for negating the monetary loss (Although not in the insurance business I grew up in the business as my father fielded these calls almost every night as his clients faced losses). All home/renters policies will cover with the listed deductible The bad news of course is the sentimental value.
What bothers me the most about this is the computer records of access to the room. This incident "smells" (very strongly) of organized theft including employee involvement.
The other problem is the ownership/management situation at the property - I might be wrong, but I believe all or at the least 90% of all Fairfields are franchises.. Marriott is only concerned that the property follow protocols and certain levels of quality.
This is a good example where the property should be advised that this site is ready and able to "advertise" to our community the chronic problems at this property that are placing guests in ""harms way". This should be used to pressure the property in covering any monetary loss over and above the policy agreement.
I use Amex Platinum/gold credit card and it covers this. I also have MR Visa but have never checked that policy. It is disgusting that your room was broken into. I travel a lot as you probably do. You are providing all of us a lesson. I have walked down hall in our hotels to my room and observed my door wide open during cleaning. It would be easy by a professional to distract the housekeeper while an accomplice stole my laptop. Based on your post I will be more careful.
That sounds very bad, as misterchk has remarked, insurance should cover the monetary loss, but not the sentimental value. I would definitely post your experience on TripAdvisor, since an accumulation of such reviews indicates a real problem as opposed to guest absent mindedness which is the usual assumption.
So sorry to learn about the loss of the wedding ring, so very sad.
misterchk is correct, with them having the room key information and to do nothing about it is smelling really bad. The Police also should be more active in using this information to get a warrant and search the entire place as well as the employees homes who had room access. If either of those or another person who may have entered the room during the time in question did in fact take the ring it is sure to be in some pawn shop by now which also should be checked.
And of course there is no safe in the room either....come on Marriott put safes in ALL your property rooms for crying out loud.