Unfortunate event at PBH

[Brander]

My sons and I had a wonderful time at PBH in mid-July. We wewre there for 4 nights, and had a very enjoyable time, but after checking out, the experience was less than positive.
When we returned to our vacation property in Titusville, I noticed that I had unfortunately left some of my sons' belongings in the drawers at PBH. i immediately called to see if the items were still there, and I was told that they were still in the room.
I was grateful for this, and advised staff that I would be by early the next morning to pick up the items. I met a fellow from Security, who brought a bag whcih contained my sons' bathing suits, some shirts and their wallets.
I returned to Titusville and returned the ggoods to my sons. they immediately asked, "Where's the money?"
It appears that the cash in their wallets was removed. I had seen the money in the wallets on the morning we were going to check out, but someone, presumably hotel staff, had taken it upon themselves to scoop the cash.
I have written a letter to the hotel's General Manager, but have yet to receive a response.
I feel that this was a sigificant violation of trust, and am not sure how the hotel should deal with this.
Has anyone else suffered this type of loss before, and how was it handled?
Thanks for your input!

 

[AlexandNessa]

Ouch, that is unfortunate! I am sorry to hear that happened.

However, with cash it sure is hard to prove that cash was in the wallets, how much cash was there, and who actually took it. This is sort of a your word against theirs. I would hope that they would err on your side and make it right. Good luck, and let us know how you make out.

 

[Brander]

The amount of missing cash was minimal, but that is not the point. I feel that this is a situation where it is the principle of trust that has been violated.
Hopefully we will hear back from the hotel's GM soon.

 

[damo]

Yuck. I wonder if there were people in the room yet? It is going to be difficult to determine where that money went.

 

[goNDmay9]

jTo the OP - just wondering if you had any response from the manager at PBH.

 

[aztecgoods]

That could happen anywhere, that is to be expected in this day and age if you ask me if you leave a wallet behind with cash anywhere except maybe a church and then you couldn't be certain. I have guys snagging quarters out of my car at the oil change place all the time, I get to where I don't even complain about it and just try and remember not to leave cash laying around.

 

[Brander]

I just received a call from the acting PBH manager, and he was very professional and compassionate to this unfortunate situation. They have promised to compensate me for the loss, and I am quite satisfied with their response.

 

[rcraw45425]

We're staying at the PBH in October, hearing this makes me feel better. Glad that they are handling this in a professional and timely manner.

 

[Fan2CSkr]

Nice to hear they set it all right for you. I have to admit I am surprised that they would make good on stolen cash not having ANY idea whom it could have been that took it. I know for you it was the principal and thankfully it was a minimal amount.

Nice job Portofino!

 

[goNDmay9]

I have to echo that while any hotel can have issues - it is really the way that management responds to these issues that makes the difference.

In june we went to PBH club and had an unfortunate event happen as well. I attempted to resolve it while I was there and got the run around - "sorry that happened, i will make sure to report it to the proper people" responses.

I wrote a letter when i came back because we loved the hotel and were sure that if just the right person knew about it, it would be take care of. Of course, it was taken care of immediately after they received my letter.

Kudos definitely go to the Portofino. There is a reason it is called the award winning Portofino Bay Hotel. They are awesome and the hotel itself is spectacular.

 

[aztecgoods]

Wow, I doubt you would get that kind of response and help from holiday inn. From what i've heard the PBH and the other lowes hotels go out of their way to make sure their peeps are happy.