Business ProfileforBest Western Plus Mill Creek Inn

We booked a suite at this hotel for 3 nights. Friday to Monday At the very start of our stay (checking in) we had items stolen out of our car. We shared our experience with the front desk and asked that the security footage be viewed/pulled so that we could see it and provide it to the police. We were told that only the manager was able to pull the footage. Because it was a Friday we were told we would have to wait over the weekend till Monday when he comes in. On Monday, he did not come in, and so we left without the video, told he would reach out to us and the police on ****************** were able to reach out to him and gave him an aprox time of the theft. He pulled video and told them he did not see anything. However he never reached out to talk to us. When we reached out to him, he seemed to not know what date or our names, how could this not be on his radar? I shared our details, suggesting he look up our check in time for the time of the incident, he has that information. After talking with him we discovered he pulled the wrong time period for the police.If only he would have reached out to us, he could have been helpful. Because he chose not to communicate, apologize, or attempt to understand what happened, "the video has been overwritten now". The customer service, communication, and compassion is very disappointing. We come to Salem often (a couple time a month) for various sport our kids are in. We love to stay in locations with our team, the team booked at the Hilton property, but it was sold out. We initially said maybe we should move locations to the ** Mill Creek so we could all stay together, not only does it have a pool but also a hot tub. The team agreed, "next time". However, after this incident, I would never recommend this hotel. How sad and such a missed opportunity to show kindness by doing something that took very little time. We felt very unimportant, uncared for and dismissed by the front office staff and this manager.