Mary Yostos needs your advice.
She had a horrible experience at the Grand Hotel in Minneapolis last September. While at a wedding party, her wallet was stolen. Her complaints to the hotel were for nothing. “They said the restaurant on the second floor was technically not part of the hotel,” she says.
So she wrote a negative review about the property on TripAdvisor.com.
i was at this hotel for a pre-wedding party and we went to the restaurant upstairs…my wallet was stolen here from some guy off the street who walked into the hotel and randomly went to this restaurant. as i was in pursuit of the criminal in the street, my friends reported this to the front desk and they were not willing to call the police and said it wasnt their issue…the valet parking people ran after the criminal and called 911…i wouldnt feel safe to stay here.
That’s when the fun started.
The hotel wasn’t happy with her review. First, it responded to the post online, leaving a rebuttal on TripAdvisor. So she wrote to the hotel, explaining again what had happened.
I was at your hotel on the evening of September 11th to attend a very small pre-wedding gathering with my friends on the restaurant on the second floor.
We were the only ones in the restaurant at the time and this couple came in the midst of us and stole my wallet out of my purse right in front of me. When I actually discovered the wallet was gone, I went after him in the street.
As I went in pursuit of the guy in the street to attempt to get my wallet back, my friends proceeded to the front desk to call the police and report the incident, where the front desk person refused to call saying that the restaurant is not part of the hotel and that the hotel is not responsible for what goes on in the restaurant. While I understand this point, I just found that response very rude.
The doormen in front of the Grand Hotel and the Crowne Plaza across the street (I think they were in charge of the valet parking as well) were the ones who tried to help me by calling 911 for the police from their cell phones and help me run after the criminal. Your hotel staff though, was extremely unhelpful.
What can be done in the future? Train your staff to call the police, even if something happened in the restaurants above….it’s common courtesy….I ended up staying at the Marriott City Center down the street and actually the set up of the hotel makes it more difficult for a stranger to walk up to the lobby/restaurant areas….I know that the Grand Hotel has history behind its structure which makes it difficult, but something tells me that this guy has been in the hotel before since he knew to randomly come upstairs to the restaurant on the second floor.