anyone ever have a bag disappear at check in when staying onsite?

[jbearsmom]

We stayed at the DLH Nov.25-28. We checked in early, intending to go to the parks and left our bags with the bell desk. After checking in at the front desk, we returned to the bell desk to get our backpack that goes into the parks with us and it was nowhere to be found.
This backpack had our trading pins and lanyards, prescription eyeglasses, cash and other items. Most important thing in the bag was the Epi-pen for my son's severe tree nut allergy. The bell desk drove me to the pharmacy to get it replaced, which was nice since we have to have the medicine with us at all times in case he goes into anaphylactic reaction, but so far the hotel has done nothing else to address the situation, despite numerous conversations with security, hotel management and Anaheim police.

Any suggestions?

 

[Jenn1116]

It sounds like you did everything you can do. I'm sorry that happened to you. I don't know that DLH can do anymore for you either. I am so OCD about the kind of items you described that I would have carried the bag with me so I can't really offer suggestions.

 

[cmwade77]

Make sure you file a written police report and press charges where applicable, for example if you have the name of the person in Bell Services who checked your bag in (should be on your luggage claim slip, if I recall correctly). Since they are the last person to have been known to be in possession of it, all evidence points to them having stolen it.

You could put additional pressure on them by finding George Kalogridis' contact information (very easy to get with a quick search) and sending a note to him. He takes a very hands on approach to managing the resort and responds pretty quickly to contact, especially Monday-Friday. He may not always respond personally, but he makes sure someone does.

I disagree with the PP that you can't expect Disney to do more than they have. It's their bell services, they are responsible once bags are left with them. There will have an insurance carrier to cover this sort of thing. Additionally, Disney will usually step up and take care of things, so I am surprised that all they did was take care of medication. I understand not necessarily taking care of cash, as there is no way to verify how much was there, but if the dollar amount is not too large, they could simply offer a room credit or gift cards in the dollar amount. The pins and lanyards should be easy enough for them to replace. As well as the cash and bag it's self could easily be replaced with a similar one from the gift shop. As for the glasses, I would hope they would pay for replacements. After all, if you checked the bags at bell services, then it's their responsibility to make sure that the bags get back to you with everything that was in them. I would also expect them to reimburse you for the epi-pen replacement cost.

As for the other items, it really depends on what they were as to how it should be handled, but you should definitely be made whole, in other words compensated for everything in the bag fairly. So be sure to give as accurate of a description of the bags contents as possible.

This is what I would push for, as this would be reasonable, what they have done so far is not reasonable. You might not get the exact same pins of course, but the more descriptive you are about them (pictures help), the closer they can get.

All in all, doing this would cost them very little and do a lot of good in the PR department.

I just reread your original post and since you are obviously already back from the trip, a room credit may not be applicable , unless it is on a future trip, but you get the idea.

 

[pixiewings71]

I've never had anything go missing but we rarely use bag check services. I do want to ask why you didn't take the backpack with you to the parks? If it had the epi-pen your son needs I would think you had that with you, although you may have had one in another bag with you and not mentioned that.
When we've checked bags with bell services we've always been told they are not responsible for lost or stolen items so I'm not sure what else they could have done.

 

[danaesacto]

I do want to ask why you didn't take the backpack with you to the parks? If it had the epi-pen your son needs I would think you had that with you, although you may have had one in another bag with you and not mentioned that.

OP says they left it with bell desk only while they were at front desk checking in- so just a very short while and nearby.

OP this almost sounds more like someone accidently took it, but then why didn't they return it? So you left it with bell desk just what 30 minutes? DLH should have done a heck of a lot more- seriously your bags aren't safe for a few minutes while you check in? That is not ok. Squeeky wheel gets the grease- keep complaining up the chain of command. Make sure you emphasize the amount of time you left them and that your were nearby checking in. That is not the same as turning over responsibility of your stuff to someone else so you can go have fun.

 

[hlbtimes2]

Is it possible that it got left on the shuttle/ taxi/ bus between the airport and the hotel? I'm assuming you dont have a rental car, since you said the hotel drove you to the pharmacy. I would double check to make sure the transportation company doesnt have it. Its one of those things that seems like it would be very easy for you and your husband to each think the other one grabbed it, while shuffling bags, kids, etc.

 

[Jedana]

When we stayed at the DLH several years ago, we checked our luggage with the bell clerk. It sat outside, with no one watching it, for 3 hours until our room was ready. DH, who wasn't with me when I checked it, walked up to it and pulled a bag out (DS had made a mess--diaper blowout--and we needed to change him pronto). No one asked him why he was digging through the luggage or anything.

I would ask them---politely--to replace the bag and it's contents.

 

[jory29]

Make sure you file a written police report and press charges where applicable, for example if you have the name of the person in Bell Services who checked your bag in (should be on your luggage claim slip, if I recall correctly). Since they are the last person to have been known to be in possession of it, all evidence points to them having stolen it.

You could put additional pressure on them by finding George Kalogridis' contact information (very easy to get with a quick search) and sending a note to him. He takes a very hands on approach to managing the resort and responds pretty quickly to contact, especially Monday-Friday. He may not always respond personally, but he makes sure someone does.

I disagree with the PP that you can't expect Disney to do more than they have. It's their bell services, they are responsible once bags are left with them. There will have an insurance carrier to cover this sort of thing. Additionally, Disney will usually step up and take care of things, so I am surprised that all they did was take care of medication. I understand not necessarily taking care of cash, as there is no way to verify how much was there, but if the dollar amount is not too large, they could simply offer a room credit or gift cards in the dollar amount. The pins and lanyards should be easy enough for them to replace. As well as the cash and bag it's self could easily be replaced with a similar one from the gift shop. As for the glasses, I would hope they would pay for replacements. After all, if you checked the bags at bell services, then it's their responsibility to make sure that the bags get back to you with everything that was in them. I would also expect them to reimburse you for the epi-pen replacement cost.

As for the other items, it really depends on what they were as to how it should be handled, but you should definitely be made whole, in other words compensated for everything in the bag fairly. So be sure to give as accurate of a description of the bags contents as possible.

This is what I would push for, as this would be reasonable, what they have done so far is not reasonable. You might not get the exact same pins of course, but the more descriptive you are about them (pictures help), the closer they can get.

All in all, doing this would cost them very little and do a lot of good in the PR department.

I just reread your original post and since you are obviously already back from the trip, a room credit may not be applicable , unless it is on a future trip, but you get the idea.

Very well written post with excellent suggestions! I would like to offer a suggestion that won't help now, but may help others in the future... I always take a photo of my luggage contents right before leaving, and leave those pics. on my camera. Now I will also start doing the same with carry on bags. (My camera I have in my purse, and should something happen, I can easily make a list of what is missing.)

Good luck OP, I hope you keep us posted.

 

[pixiewings71]

OP says they left it with bell desk only while they were at front desk checking in- so just a very short while and nearby.

OP this almost sounds more like someone accidently took it, but then why didn't they return it? So you left it with bell desk just what 30 minutes? DLH should have done a heck of a lot more- seriously your bags aren't safe for a few minutes while you check in? That is not ok. Squeeky wheel gets the grease- keep complaining up the chain of command. Make sure you emphasize the amount of time you left them and that your were nearby checking in. That is not the same as turning over responsibility of your stuff to someone else so you can go have fun.

I disagree, OP says

We checked in early, intending to go to the parks and left our bags with the bell desk. After checking in at the front desk, we returned to the bell desk to get our backpack that goes into the parks with us and it was nowhere to be found.

Which I read as they left their stuff with bell services because they checked in early so they could go to the parks, they went to the parks and then returned later in the day for the room key and to finish checking in. But perhaps I am reading it incorrectly and if it was only that short of a time frame then that does seem fishy.

 

[starry_solo]

OP says they left it with bell desk only while they were at front desk checking in- so just a very short while and nearby.

OP this almost sounds more like someone accidently took it, but then why didn't they return it? So you left it with bell desk just what 30 minutes? DLH should have done a heck of a lot more- seriously your bags aren't safe for a few minutes while you check in? That is not ok. Squeeky wheel gets the grease- keep complaining up the chain of command. Make sure you emphasize the amount of time you left them and that your were nearby checking in. That is not the same as turning over responsibility of your stuff to someone else so you can go have fun.

Wow, I'm surprised anyone would leave bags with someone while checking in. Sounds like they didn't get a bag tag or anything (otherwise, they'd be able to show that there were multiple bags)?

 

[audrey2580]

Very well written post with excellent suggestions! I would like to offer a suggestion that won't help now, but may help others in the future... I always take a photo of my luggage contents right before leaving, and leave those pics. on my camera. Now I will also start doing the same with carry on bags. (My camera I have in my purse, and should something happen, I can easily make a list of what is missing.)

Good luck OP, I hope you keep us posted.

I agree 100%. We had an issue with a room key not working (4 trips to the front desk, 1 call to security and 40 mins later we got back into room) and I wrote a letter to paradise pier just as an FYI. They credited me back $50. I didn't ask or expect anything, I just didn't want another family losing 40 mins of disney time too So if nothing else, complain so it is brought to their attention doesn't happen to someone else as well.

 

[Love Tink]

Wow, I'm surprised anyone would leave bags with someone while checking in. Sounds like they didn't get a bag tag or anything (otherwise, they'd be able to show that there were multiple bags)?

At every nice hotel (at least the ones I've visited), the bellman comes and gets the bags from the car and holds them until you have a specific room number to which to deliver the bags. It's totally normal. And I have never been given a receipt or bag tag for my bags at any hotel, nor would I ever think to ask for one.

OP, I feel badly for you. This is why (like a PP) I never let the bellman take my purse or bags with my jewelry or medications. I worry about this happening. I'm sorry it happened to you.

I wanted to add that, when you speak with DLH management, you should suggest that they review surveillance video of your arrival. Every hotel has many cameras in the lobby and they are sure to have some coverage of your arrival - and they can probably verify that they had your bag and maybe even see what happened to it. (Although, if it was a staff member who took it, they may have known when to do so, unfortunately.)

 

[roobug]

Why would you leave a bag with all your meds cash and important items with bell services? I'm confused why Disney should be responsible for the loss when it clearly states by bell services am on your ticket that they are not responsible for lost or stolen items. All travel documents tell you to keep those items with you. Yes it's not fun to lug around the parks all day but isn't that why you have those important items in a backpack so you can carry it with you at all times?

 

[Love Tink]

Why would you leave a bag with all your meds cash and important items with bell services? I'm confused why Disney should be responsible for the loss when it clearly states by bell services am on your ticket that they are not responsible for lost or stolen items. All travel documents tell you to keep those items with you. Yes it's not fun to lug around the parks all day but isn't that why you have those important items in a backpack so you can carry it with you at all times?

Seriously?

 

[bumbershoot]

At every nice hotel (at least the ones I've visited), the bellman comes and gets the bags from the car and holds them until you have a specific room number to which to deliver the bags. It's totally normal. And I have never been given a receipt or bag tag for my bags at any hotel, nor would I ever think to ask for one.

You totally get a receipt at Disney hotels, both land and world. I've had a receipt for bags checked at PPH, the Grand, and most recently DLH, absolutely.

 

[roobug]

Seriously?

Yes. I don't see how Disney is expected to replace all these items when everyone the OP included has been told in writing that the bell desk is not responsible for lost and stolen items. Why would it be a shock that they follow through with their written policies? It was wonderful that they took them to replace the medicine but to expect more seems crazy to me.

 

[jbearsmom]

wow, did not mean to start a debate. ")

To clarify, the taxi drop is on a separate curb across from the main valet pull in at the hotel, the bellman comes out with his cart to help unload the bags. The security cameras do not reach that far, alas.

The bags were on the cart maybe 10 minutes while half of our party was checking in (wives and kids) while husbands were attending to the bag check. The backpack was always intended to go into the parks with us, it just got loaded onto the cart with the rest of the bags while the bellman was assisting. Hubby got the "tag", came to meet us inside and realized the backpack was on the cart, went back out to belldesk to get it- gone.

I have no idea what happened to it, not trying to make accusations at all. I know that it was in the taxi and got unloaded from the taxi (obviously covered all those bases, including calling the other taxi companies that were there dropping off to notify all their drivers to be on the lookout for the bag, just in case it got mixed in with someone else's luggage.)

Really appreciate the supportive comments and tips, thank you. It was a very stressful time (9 people, including a very active 3 year old, and all the luggage and groceries that accompany a trip to DL), and hard lesson learned about trying to "divide and conquer" to simplify the check in process. Not so simple in the long run.

 

[starshine514]

I have no idea what happened to it, not trying to make accusations at all. I know that it was in the taxi and got unloaded from the taxi (obviously covered all those bases, including calling the other taxi companies that were there dropping off to notify all their drivers to be on the lookout for the bag, just in case it got mixed in with someone else's luggage.)

I think it's just as likely that it got left the cab; it's possible that the Disneyland Hotel staff never had the backpack at all. And now I'd like to know the name of the possibly untrustworthy cab company - don't tell me that all cab drivers are honest, I've taken the freeway from the airport to the strip in Las Vegas...

That being said, I feel sorry for you losing your backpack. That would really put a lot of stress on the vacation.

 

[danaesacto]

I too am so sorry this happened to you

 

[Love Tink]

Yes. I don't see how Disney is expected to replace all these items when everyone the OP included has been told in writing that the bell desk is not responsible for lost and stolen items. Why would it be a shock that they follow through with their written policies? It was wonderful that they took them to replace the medicine but to expect more seems crazy to me.

I just don't understand what sort of satisfaction you - and others like you - get from piling on people.

What help is your opinion in this situation? Why take the time to write a condescending reply?

Most hotels that cost as much per night as the DLH does take their reponsibility to their guests seriously. It's one of the reasons they can charge what they charge - they help "make things right" when things go wrong. Their official policy may be "we are not responsible" but (and here, let me condescend to you), anyone who stays at deluxe hotels know that, in reality, they consider themselves very responsible for your safety and your experience when on their property. Which is why SOME of us were trying to offer helpful suggestions to the OP about recourse.