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

[MileHigh]

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.

The Disneyland hotel is far from a true deluxe hotel. That being said, with the level of service that the brand has built up, I find it odd that they bought the medicine and then left it at that. It seems they should have done more to make the rest of the families stay a nice one.

 

[roobug]

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.

It's not that I get satisfaction it's that posters are telling the OP to continue to contact Disney to get everything paid for. I think it's sad that it happened and feel bad for them BUT I don't think it's Disneys place to replace all their items. And would hope that anyone else reading would maybe see that they should keep important items with them not that they should expect Disney to pay if it happens to them.

 

[jetskigrl]

OP, did the luggage receipt(tag) you received include the total number of bags? I believe that is standard practice.

If so, it should be easy to prove that Disney did take possession of the lost backpack (7 pieces accepted, only 6 returned, etc). But if the bag check tag said 6 and you did receive 6 bags back, then it could be assumed that the bag was left in the taxi or possibly even swiped quickly by someone passing through the area before Disney took possession of the bags.

I would say if the number of bags on the tag matched what Disney returned then offering to take them to replace the medicine was a nice customer service gesture. But I don't think Disney would be responsible for replacing all the contents.

Now if the tag said 7 and you only got 6 back, then I would hope Disney would have replaced everything.

OP, I'm sorry to hear that this happened. No matter what, it is not a very good way to start off a vacation.

 

[larina]

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...
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...

I'm sorry, but I don't think it was the bell person, nor the does ANY evidence point to such. My guess would be someone who walked by and could see the backpack and knows that's there all the good stuff probably is. And no, they aren't responsible for luggage you leave with them, just as it says on the tag they give you.

...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.

...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.

But it is. They checked the backpack like all the rest of their luggage, looking like just another bag to be left there for hours while they went in the park. Further more, there is a sign, and a note on the baggage check that they are not responsible for lost items. When we checked in early, I took my lap top with me until we could get in the room, because leaving it on the cart would not have been smart for me. They are very clear.

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...

I've seen this quite a bit at DLR resort. You should have seen the backup at PPH last year around and on Christmas. There were many carts in the hall area outside of bag check.

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.

Yes, how many items were checked in on your tag? I made sure to stay with them while they did that to have the correct number listed (they missed a bag).

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.

The medicine thing is great though. Nice to know they did that when they could have just told you where to go and let you arrange a cab or take the bus. I'm impressed!


OP, I'm sorry that happened to your family. What a pain!!!