ComplaintsforBerkshire Yankee Suites - An Extended Stay Hotel

• Initial Complaint

  11/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I stayed here for two nights from October 28-30. During my stay, their cleaning staff took my Victorinox wood corkscrew knife which was brand new personal property. According to my email communications with management, they put it in the dishwasher. Because it does not belong there, and because it was my personal property, I did not expect this. I could not find it when I packed my things and left. I wrote to them after and told them it was missing since they do not have staff onsite. They admitted to putting it in the dishwasher and said they understood why I would not look there for it. After protracted back and forth in which they used faulty logic to deny responsibility, they finally agreed to return it to me by mail. However, it was received by me in damaged condition. The previously perfect wood handle is dry and rough to the touch and scratched and the mechanical parts no longer work smoothly the way they did meaning now they make a grinding noise and in recessed places the steel is cloudy. Moreover, where the knife had slight residue of cutting apple and cheese one time, the blade is now cleaned, showing clear evidence that they altered its condition. I am asking them to replace it. I am happy to return the damaged one to them once I receive either a brand new exact replacement or the full cost to replace it. I here provide documentation of my purchase of this item from the Victorinox store in Zurich this past September 23, 2022 documenting its brand new condition. Looking online to order a new one it is priced at $187.99. I originally asked them to refund me $200 to cover this price plus shipping but now see that shipping is "free" so the replacement cost I am requesting in refund is $187.99 or they can buy one to be shipped to me directly.

  Customer response

  11/15/2022

  I send here the confirmation of the booking and also the communication via expedia's online messaging.  In the time since my complaint was filed, I was able to confirm without a doubt that they did in fact damage my property by comparing it with a new example.  I would like to also state that their logic is wrong: they say they are not responsible for personal items left behind as if this relieves them from responsibility if they damage a personal item.  In this case, they both moved it into a concealed location and damaged it.  

  Business response

  11/16/2022

  All of our guests at Berkshire Yankee Suites are welcomed and checked in via a lengthy text message.  This message provides every guest with the General Manager's and the Assistant Manager's personal phone numbers and informs the guests they may reach out at any time if they have needs or concerns.  It requests the guest to provide identification and vehicle information and if bringing a pet to also provide a picture and the pet's name.   It also informs the guest that housekeeping will be entering their suite to do cleaning. 

  The guest checked in on Friday but did NOT provide any of the documentation that was requested.  Although she noted the missing item on Saturday, she did not notify either manager at that time. As you will see in the attached text messages,  It wasn't until Sunday October 30 at 9:30 pm, **** hours AFTER leaving the hotel that a text message was sent to management and had already left a review on Expedia accusing my staff of theft.  We have NEVER had an incident of theft here and I was happy to immediately report to our guest that we still did not. 

  As per company policy, our housekeeper's followed their training and put the guests knife in the dishwasher where it was retrieved in dirty condition.  Having experience with all manner of knives (I am a sportswoman), I inspected the knife, found food on it, cleaned it and verified its proper operation.  The hotel has a policy of not being responsible for personal property left behind and I asked the guest to send a prepaid envelope for me to return it.  She called the request "absurd" and demanded we return it at cost and with tracking. We value every guest and packed the knife and shipped it back to her via a flat rate shipping box so that it was trackable.

  Upon receipt, the guest then accused us of damaging it, demanded we replace it or she was going to continue her negative reviews and get the BBB involved.  Unfortunately, because the guest did not disclose the knife's presence or condition at check-in, did not report the knife when she discovered it missing, we have no way of knowing whether the damage is our fault and cannot accept responsibility for it.

  Customer response

  11/16/2022

   
  Complaint: ********
  
  I am rejecting this response because:  All of this company's complaints about how I was an improper guest and in which they imply that it is therefore my fault my personal property was damaged is not relevant and can also be read about in the copies of communications I provided to the BBB.  

  My personal property was brand new as evidenced by the photo of receipt with dates and packaging I provided to BBB.  My property was returned to me by them in damaged condition.

  At some point in time during my stay or after, they handled and caused damage to my personal property.  I am asking for replacement or reimbursement for said property.  Please note also that I am willing to give the damaged property to them should they agree to fulfill my replacement request.  This should, in some way, encourage an understanding that I am not trying to defraud them.

  
  Sincerely,
  
  *************************

  Business response

  11/17/2022

  The picture supplied of the knife is a marketing photo. Your evidence only shows the leather case and your receipt, not the knife.  Do you have a photo of the knife with your receipt?  Perhaps you were excited when you bought it and sent a picture to a friend from Zurich?  Please understand, I want to work with you but have no way of judging whether the damage is our responsibility or not.   

  Customer response

  11/19/2022

   
  Complaint: ********
  
  I am rejecting this response because: The "marketing photo" was provided to show the current price online.  The photo with the receipt, case and box are to show proof of the recent purchase, meaning the item was brand new.  Your latest response does not make sense regarding me being "excited" and sending a photo to a friend in Zurich.  I showed the receipt via BBB to prove purchase, which happened to be in Zurich.  

  The knife is received back from you in damaged condition, it is dried out and rough to the touch, especially on the edges of the wood, shows scratches on the wood as if mishandled and washed.  Moreover, the blade makes a grinding noise when opened and closed.  Unfortunately, these issues will not translate in a photo.  I do not follow your logic. Are you asking me to send a photo proving I have the knife?  You sent it back to me and I acknowledged receiving it, but in damaged condition.  

  Again, I am asking for reimbursement for replacement, or direct replacement with a new item in the same walnut wood and am willing to send the damaged one back to you in return of your gesture to make this right.

  If you wish to work with me as you say, then I request that you proceed in good faith to replace the damaged personal property. 

  
  Sincerely,
  
  *************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩