Universal Orlando (Portofino Bay on-site hotel) refusing to return Child’s soft toy accidentally left in hotel room

[Lightshinebright]

We left about a week ago now and are now back in the UK. The hotel have told me that my daughter’s soft toy has been found but have said they can't post it back to me. I've even offered to pay postage for it to be sent back to the UK and they still say no. It was Loews Portofino Bay on-site hotel at Universal Orlando in Florida, we live up north in the UK so it’s not like we live in Florida and can just go back for it. Am I right to think this is poor customer service from Universal Orlando and Portofino Bay? Is there anyway I can try to get this toy back for my daughter? I've been dealing with the hotel directly but getting no where. My daughter is so upset as it’s her favourite soft toy

 

[Magical2017]

Awww, I'm sorry this happened! I would contact Loew's (main office, not the hotel directly). We had an amazing stay at PB but did not leave an item so I don't know why they would not let you pay for shipping if they have the item.

 

[Lightshinebright]

Awww, I'm sorry this happened! I would contact Loew's (main office, not the hotel directly). We had an amazing stay at PB but did not leave an item so I don't know why they would not let you pay for shipping if they have the item.

Would it be Loews I would need to contact or Universal Orlando?

 

[macraven]

Loews

 

[Lightshinebright]

Loews

Okay fab will do, thank you so much

 

[tasha99]

Wow, that stinks. I think they should do it for a fee. We left my son's Thomas the Tank plushie decades ago at a hotel, and they sent it to us. More recently, I left my slippers at Timberline Lodge, and they sent them to us. I paid shipping both times, but they did it, so it seems like Leows has poor customer service compared to other hotels.

 

[diznygirl]

We left about a week ago now and are now back in the UK. The hotel have told me that my daughter’s soft toy has been found but have said they can't post it back to me. I've even offered to pay postage for it to be sent back to the UK and they still say no. It was Loews Portofino Bay on-site hotel at Universal Orlando in Florida, we live up north in the UK so it’s not like we live in Florida and can just go back for it. Am I right to think this is poor customer service from Universal Orlando and Portofino Bay? Is there anyway I can try to get this toy back for my daughter? I've been dealing with the hotel directly but getting no where. My daughter is so upset as it’s her favourite soft toy

That’s just rude. What is their reasoning for not sending it back?

If you need me to go down there and pick it up for you just let me know. Your daughter needs her friend back.

 

[_19disnA]

Sounds very strange they would go to the trouble of informing you they found the toy if they have no intention of sending it back. Did they provide any reason? I would contact hotel management to see if someone else might provide a different reply. If they never intend to return any of their lost/found items, seems to me they would never bother trying to contact the owner.

 

[Dan Murphy]

We left about a week ago now and are now back in the UK. The hotel have told me that my daughter’s soft toy has been found but have said they can't post it back to me. I've even offered to pay postage for it to be sent back to the UK and they still say no. It was Loews Portofino Bay on-site hotel at Universal Orlando in Florida, we live up north in the UK so it’s not like we live in Florida and can just go back for it. Am I right to think this is poor customer service from Universal Orlando and Portofino Bay? Is there anyway I can try to get this toy back for my daughter? I've been dealing with the hotel directly but getting no where. My daughter is so upset as it’s her favourite soft toy

Welcome to the dis, LSB.

 

[DodgerGirl]

What I think you should do is try to call Portofino Bay and ask to talk to the manager and tell the manager that you demand they mail your daughter's plushie back as soon as possible and after you do call Loews customer service and explain your situation and kindly say " my daughter really misses her plushie and I demand you figure out why you can't mail it back" and once you talk to the hotel and Loews directly they should help you out. My other advice is to go to the store and see if they have a replacement of the same plushie and that should make your daughter very happy. I went through that same thing when I would lose my Barbies at school and one time I lost my Barbie at a Chuck E Cheese in Texas and when Dad and my godfather couldn't find it my godfather drove to Toys "R" Us and got me a new Barbie. What is your daughter's plushie? Is it a Disney plushie or an animal plushie like a stuffed dog or cat or a stuffed dinosaur or dragon?
Hope your daughter gets her plushie back soon and try to keep her as happy as possible
Dodger

 

[abdmom]

I think the reason they can't ship it back is for liability reasons. They don't know what it is stuffed with. If there's a little cocaine etc in it, then that opens a world of liability from customs for them. In addition, they don't know if it's picked up some insects like bed bugs in which case it would open up liability from you.

My daughter had a favorite stuffed toy that she lost several times. I had a closet where I hid new ones for that occurrence.

 

[mom2rtk]

I'm kind of shocked they even admitted they found it. What's the point of saying we have it, but we can't send it to you.

 

[declansdad]

What I think you should do is try to call Portofino Bay and ask to talk to the manager and tell the manager that you demand they mail your daughter's plushie back as soon as possible and after you do call Loews customer service and explain your situation and kindly say " my daughter really misses her plushie and I demand you figure out why you can't mail it back" and once you talk to the hotel and Loews directly they should help you out. My other advice is to go to the store and see if they have a replacement of the same plushie and that should make your daughter very happy. I went through that same thing when I would lose my Barbies at school and one time I lost my Barbie at a Chuck E Cheese in Texas and when Dad and my godfather couldn't find it my godfather drove to Toys "R" Us and got me a new Barbie. What is your daughter's plushie? Is it a Disney plushie or an animal plushie like a stuffed dog or cat or a stuffed dinosaur or dragon?
Hope your daughter gets her plushie back soon and try to keep her as happy as possible
Dodger

I don't think demanding that they send it to you would be the way to go.

 

[mom2rtk]

Have you tried tweeting to them or posting on Facebook? Once stories like this become public, companies tend to be more interested in resolving it.

 

[DisneyOma]

Did you offer to pay for shipping?

 

[Sinder]

I would contact Loews directly and find out what their policy for lost items is. If there is no policy stating the do not or cannot send items in the mail overseas then I would contact PB on social media. Companies usually are quick to respond with a solution when their poor customer service is highlighted

 

[fly girl]

Did you offer to pay for shipping?

Yes, OP said they offered:

We left about a week ago now and are now back in the UK. The hotel have told me that my daughter’s soft toy has been found but have said they can't post it back to me. I've even offered to pay postage for it to be sent back to the UK and they still say no. It was Loews Portofino Bay on-site hotel at Universal Orlando in Florida, we live up north in the UK so it’s not like we live in Florida and can just go back for it. Am I right to think this is poor customer service from Universal Orlando and Portofino Bay? Is there anyway I can try to get this toy back for my daughter? I've been dealing with the hotel directly but getting no where. My daughter is so upset as it’s her favourite soft toy

 

[2SLM]

I truly wonder how many requests they get and if they just have to draw a line.

 

[sam_gordon]

There's got to be a reason. I agree it seems very strange for them to say they found an item (doesn't matter what it is) but aren't willing to send it back to the owner (especially when the owner offers to pay shipping).

 

[Southernmiss]

Could you not purchase another one?