ComplaintsforThe Brown Hotel
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Complaint Details
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Initial Complaint
10/05/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
At the end of September a few friends and I stayed at the brown hotel for one night. We stayed in two different rooms one on the ninth floor and one on the 10th floor. During this day I had brought a dress for my friend to borrow as she was headed to a wedding the next weekend. She took the dress into her room which was directly off the elevators and was going to bring it with her when we depart of the next day. Within one hour of checking out of the hotel my friend had recognized that she forgot the dress hanging on the closet door. After only one hour after our check out the staff reported they had not seen or encountered the dress that my friend had left in her room. The hotel went on to say they would attempt to investigate what happened and my friend would follow up with them. For an entire week she called every number and contact person she was provided with. She was passed from person to person and was never able to physically speak with anyone on the phone regarding this matter. After one week of calling each day to get an update about the missing dress she ended up getting zero responses from anyone at the hotel. Finally I decided to reach out as it was my own property and was met with a lot of hostility about making the insinuation that my dress had been taken. Although the manager was quite nice and understood why I was frustrated after an “investigation“ I was still left with no answers to why my property had been taken. The response from the hotel was to credit me the amount that I paid for the dress but not to directly admit that they were at fault at all. I also found out that through this process they were unable to verify if anyone had taken the dress out of the room as they do not have cameras near elevators rooms or hallways. This means if someone were to be assaulted or get hurt in any type of way the hotel would have no record of this incident which from a safety standpoint as a guest is terrifying.
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.