Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:08/16/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  During my five-night stay on the week of 08/05/24, I experienced persistent itching and discomfort. Initially, I assumed it was a food allergy. However, after consulting a medical professional upon my return home, I was diagnosed with contact dermatitis and a mild chemical burn. The doctor confirmed that this was likely caused by exposure to irritants in either the hotel's sheets, towels, or body wash.This experience has caused me significant physical and emotional distress. I have had to seek medical treatment, and the ongoing symptoms continue to disrupt my daily life.I initially contacted the hotel on August 11th to report this incident. However, I have yet to receive any response. I find this lack of communication and concern unacceptable.

  Business Response

  Date: 09/10/2024

  Good afternoon, 

  Thank you for your email. I believe that The Nines Team and Marriot Team are in touch with you to get the best possible solution. 

  Thank you kindly. 

  *****************************

• Initial Complaint

  Date:07/11/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The weekend in question (2/28/23) On the day of my departure from the nines, I had packed my bags but had my jewelry pouch and sunglass case on my hotel rooms desk. I left with my bags but had not checked out as I thought I may want to return after my meeting.When my meeting was cancelled, I called the hotel to ask them to ship them to me and check me out of my room. This was 15 minutes or less after I had left the hotel. Wraith at the front desk said he would get the items and call me back. I received no call back. I called after landing and Wraith wasnt there. I then spoke to the security manager ***** - he would investigate and get back to me.What I found out later was that the housekeeping team that was working that day was not able to be contacted as in they didnt show up for work after that. Wraith no longer worked at the property the very next week. However, I was being given the run-around in that Toren wasnt calling me back for weeks and no answers were to be had. I had supplied within the first week a full itemized list of what had been taken, links for replacement value and receipts of my purchases. I have since followed up with their insurance company ongoing for months. I had one phone call from the adjuster after many messages and emails. Not only was he unpleasant but he also said I needed to have listed all the items in my possession with the front desk at check-in to prove that they had been in the hotel. Anyways, it is now July 11th after many many unanswered phone calls and emails I just received an email from the insurance company denying the claim. (Photos attached.) I would love your help and think this is an important question. Can a hotels staff take items of value with no recourse?$9622 worth of items, some with significant sentimental value are gone. ***** minutes is all it took for them to enter my room and take my items. I have now spent five months trying to get the hotel and their management to make it right.

  Business Response

  Date: 07/20/2023

  7/20/23
  
  Better Business Bureau
  PO Box 191279
  *****, ** *****
  
  Or online via *************************************************
  
  Re: Response to Complaint filed by ************************* ** ********
  
  To Whom it May ******************* the ********** of ***** Nines, hereby submit our formal response to the complaint lodged by *************** against our establishment with the Better Business Bureau.
  
  On February 28, 2023, *************** checked out of her accommodation at the Nines at 3:00 PM. Subsequently,she reached out to us that evening, expressing concern regarding certain items she believed she had left behind in her room, specifically, a grey pouch allegedly containing high-valued jewelry and high-valued sunglasses. We immediately acknowledged ******************** concern, and we took immediate action to address her inquiry with the highest level of diligence and professionalism.
  
  Our primary commitment is to ensure all our guests have a memorable and satisfactory experience while staying at our hotel. As part of our procedure, we initiated an extensive investigation the very next morning, March 1st, beginning with a meticulous search of our Lost and Found section, where we retain items left behind by guests. Regrettably, despite our ******* efforts, we were unable to locate the items **************** had mentioned. We promptly communicated with **************** on March 1st, updating her on the situation and assuring her of our continued efforts to retrieve the items in question. Additionally, we conducted a comprehensive lock interrogation to determine access records to the room,interviewed the housekeeper who serviced the room, and carefully reviewed the security footage surrounding the premises. The housekeeper in question, who at the time of the incident had worked at The Nines for 7 years and is a trusted associated, informed us that she did not see any jewelry when cleaning ***************** room after check-out on February 28. Furthermore, neither the lock interrogation nor the security footage yielded any further information pertaining to the missing items.
  
  We regret that the results of our investigation did not align with ******************** expectations. Our team remained proactive in attempting to reach **************** and provide timely updates on our progress. We left voicemails, initiated multiple phone calls on March 6th, and subsequently sent an email, diligently seeking to apprise **************** of our findings. However, we received no response until March 21st when **************** finally contacted us regarding the matter. At this juncture, we duly informed **************** about the extensive attempts made to retrieve her belongings and the lack of success in doing so.
  
  Valuable items should not be left unattended in guestrooms and are best safeguarded using the safe provided in each guestroom or the secure safe-deposit boxes maintained by our hotel. To this end, we have prominently displayed instructions within the hotel rooms, urging guests not to leave valuable items unattended in their rooms and to leave them in the safe or the safe-deposit boxes. Furthermore, the ****** Innkeepers and *****keepers law (ORS 699.005-699.060) absolves hotels from liability in cases of valuable property loss carried by guests, provided the law is duly posted in the guestroom. We have attached pictures depicting the safe provided in ******************** room, along with the signs conspicuously indicating the importance of securing valuables, the hotels liability in case of loss and the innkeeper statute, as required by law. Unfortunately, as stated also by **************** in her statement, she had not used the safe in her room nor asked the hotel to take custody of her valuables, but she allegedly left the items on her hotel rooms desk.
  
  As per ****************** request, we promptly initiated an insurance claim on her behalf for the reported loss. The subsequent processing and outcome of the insurance claim fall entirely under the purview of the assigned insurance adjuster, and any potential delays therein or final determinations are beyond our control.
  
  In conclusion, we reiterate our commitment to ensuring an exceptional and secure experience for all our guests. Our efforts to address ******************** concerns were conducted with the utmost professionalism and dedication. Despite the unfortunate outcome, we assure you that we leave no stone unturned in our pursuit of guest satisfaction and asset protection.
  
  Thank you for affording us the opportunity to address this matter. Please do not hesitate to reach out to us should you require any further information or assistance.
  
  Sincerely,
  
  *****************************
  General Manager
  The Nines *************************************************************************
  Portland, ** 97204
  Phone: ************
  Email: *********************************************