Hotel won't mail lost item
January 26, 2011 6:15 AM Subscribe
How do I get an item mailed to me that I left behind at a hotel on Monday?
I left a silk scarf behind at a 2 star hotel in a major New England city on Monday. I'd just had a grueling set of university job interviews and was very tired; the slippery thing must have fallen off the bed. I didn't realize I didn't have it until I got home.
I called the hotel and described the scarf and they said that they have it and can hold it for me, but that they can't mail it to my home address, despite its weighing very little.
I am at a loss how to get the scarf back. I don't have close friends at the university who could pick it up for me, and of course I don't want to ask anyone in the department that I interviewed with to go pick it up for me and mail it. I do not want to look like a complete ditz or a diva.
I'm not even sure that the hotel would release the scarf to anybody but me.
If I get the job, I may be going up there again within a month to discuss my plans. I have no assurance this will happen. If I don't get the job, I don't really have a justification for going back there.
The scarf is of sentimental value, but I'm not sure how much I'm willing to pay (e.g. a train ticket) to get it back. It is not worth $166 (the cost of a round trip train ticket) though it is a very nice scarf and because it was hand painted it will be very hard to replace.
The only other things I can think of are offering to pay the hotel extra to mail it or starting a negative publicity campaign against the hotel on yelp.
I left a silk scarf behind at a 2 star hotel in a major New England city on Monday. I'd just had a grueling set of university job interviews and was very tired; the slippery thing must have fallen off the bed. I didn't realize I didn't have it until I got home.
I called the hotel and described the scarf and they said that they have it and can hold it for me, but that they can't mail it to my home address, despite its weighing very little.
I am at a loss how to get the scarf back. I don't have close friends at the university who could pick it up for me, and of course I don't want to ask anyone in the department that I interviewed with to go pick it up for me and mail it. I do not want to look like a complete ditz or a diva.
I'm not even sure that the hotel would release the scarf to anybody but me.
If I get the job, I may be going up there again within a month to discuss my plans. I have no assurance this will happen. If I don't get the job, I don't really have a justification for going back there.
The scarf is of sentimental value, but I'm not sure how much I'm willing to pay (e.g. a train ticket) to get it back. It is not worth $166 (the cost of a round trip train ticket) though it is a very nice scarf and because it was hand painted it will be very hard to replace.
The only other things I can think of are offering to pay the hotel extra to mail it or starting a negative publicity campaign against the hotel on yelp.
What was their reason for not mailing it ? I'd keep calling the front desk at different times until I found a sympathetic clerk I could send a $20 ( plus shipping cost) to.
posted by lobstah at 6:22 AM on January 26, 2011
posted by lobstah at 6:22 AM on January 26, 2011
I don't see any real reason why they can't mail it to you. If they say it's an identification problem, offer to verify details they would have on file for you and your stay, and offer to describe the scarf in extra detail. Then offer to pay for shipping, and maybe a bit more. I personally would give at least a $10 tip.
posted by bread-eater at 6:23 AM on January 26, 2011
posted by bread-eater at 6:23 AM on January 26, 2011
Post it as a job on MeFi Jobs?
posted by VeritableSaintOfBrevity at 6:29 AM on January 26, 2011 [7 favorites]
posted by VeritableSaintOfBrevity at 6:29 AM on January 26, 2011 [7 favorites]
Yes, definitely call the hotel back. It's strange that they said they wouldn't mail it; this has to happen all the time, no? Barring that, if they still won't budge, I like the idea above of getting a Mefite to stop by and pick it up for you.
posted by amicamentis at 6:37 AM on January 26, 2011 [1 favorite]
posted by amicamentis at 6:37 AM on January 26, 2011 [1 favorite]
Response by poster: I am sending a formal letter of complaint to the local and hotel group managers by e-mail. I am a little awkward on the phone, and maybe that's playing a role.
posted by bad grammar at 6:40 AM on January 26, 2011
posted by bad grammar at 6:40 AM on January 26, 2011
Response by poster: If that doesn't work, I will tryMefiJobs. You people are awesome.
posted by bad grammar at 6:40 AM on January 26, 2011
posted by bad grammar at 6:40 AM on January 26, 2011
This happened with my iPod only I left it on a ferry in Greece (I live in the US). The ferry company said I could send a courier to their office to pick it up, but they would not send it. I didn't, because I figured (expense of courier + expense of shipping + hassle of figuring out how to hire a courier in Athens) > worth of a three-year old iPod.
However! The hassle and expense are both likely to be much less for a silk scarf in your own country, so I recommend the MeFi Jobs route - assuming the hotel will release it to your "courier".
posted by mskyle at 6:42 AM on January 26, 2011
However! The hassle and expense are both likely to be much less for a silk scarf in your own country, so I recommend the MeFi Jobs route - assuming the hotel will release it to your "courier".
posted by mskyle at 6:42 AM on January 26, 2011
The formal letter of complaint should be the last move. You want them to do you a favour, at this stage; hold fire for now.
posted by dmt at 6:43 AM on January 26, 2011 [7 favorites]
posted by dmt at 6:43 AM on January 26, 2011 [7 favorites]
Send them a Self-Addressed Stamped Envelope big enough to contain the scarf, and enough postage stuck to it that it can't be stopped for insufficient postage. Call them and explain that's what you are doing, and put a note in there explaining the same.
posted by deezil at 6:44 AM on January 26, 2011 [7 favorites]
posted by deezil at 6:44 AM on January 26, 2011 [7 favorites]
Contact the manager and see if you can send a stamped addressed envelope to them so they can just put the scarf in the envelope and post it with the minimum of effort.
posted by EndsOfInvention at 6:45 AM on January 26, 2011
posted by EndsOfInvention at 6:45 AM on January 26, 2011
If you're awkward on the phone, have someone else try to call for you before you send a formal complaint. You catch more flies with honey...
posted by valeries at 6:45 AM on January 26, 2011
posted by valeries at 6:45 AM on January 26, 2011
Would they be more amenable to you sending along a postage-paid padded envelope so they wouldn't be responsible for postage cost?
posted by cooker girl at 6:47 AM on January 26, 2011 [1 favorite]
posted by cooker girl at 6:47 AM on January 26, 2011 [1 favorite]
If it's in Boston, I'd be happy to pick it up and mail it to you.
posted by rosa at 6:55 AM on January 26, 2011
posted by rosa at 6:55 AM on January 26, 2011
This should be a no-brainer even for a two-star. (Is it a Comfort Inn? They sometimes need "help" getting customer service right.)
Ask to speak to the manager, then act faintly scandalized that there's even a question that he's not already on his way to the post office. "But, but, I don't understand, surely it's you policy to ensure that customers' property is promptly returned...."
posted by orthogonality at 7:00 AM on January 26, 2011
Ask to speak to the manager, then act faintly scandalized that there's even a question that he's not already on his way to the post office. "But, but, I don't understand, surely it's you policy to ensure that customers' property is promptly returned...."
posted by orthogonality at 7:00 AM on January 26, 2011
And don't offer postage, just act puzzled that the scarf hasn't already been mailed.
posted by orthogonality at 7:02 AM on January 26, 2011
posted by orthogonality at 7:02 AM on January 26, 2011
Response by poster: I have sent an e-mail to the local manager so that he will take it seriously, but I have not made any threats (other than complaining at the next level if he cannot help) and I have suggested my sending a self-addressed, stamped envelope.
posted by bad grammar at 7:05 AM on January 26, 2011
posted by bad grammar at 7:05 AM on January 26, 2011
YOu could also offer to issue a UPS call tag for it. You arrange the pick up with UPS and all they have to do is box it up.
posted by domino at 7:22 AM on January 26, 2011
posted by domino at 7:22 AM on January 26, 2011
I have sent an e-mail to the local manager so that he will take it seriously, but I have not made any threats (other than complaining at the next level if he cannot help)
Sorry, even that kind of threat is a bad move. Unless it's company policy to send back your stuff (and sounds like it isn't), you are asking for a favor, and threatening people even with a complaint to their boss is not the way to get one. Ask a friend to call for you.
posted by grouse at 7:24 AM on January 26, 2011 [1 favorite]
Sorry, even that kind of threat is a bad move. Unless it's company policy to send back your stuff (and sounds like it isn't), you are asking for a favor, and threatening people even with a complaint to their boss is not the way to get one. Ask a friend to call for you.
posted by grouse at 7:24 AM on January 26, 2011 [1 favorite]
I had some suit pants shipped to me from a hotel. I asked politely and they were very nice about it; they said that sort of thing happens a lot as others have mentioned. There should be no need to be threatening but you may need to deal directly with a manager rather tan random front desk employees.
posted by TedW at 7:25 AM on January 26, 2011
posted by TedW at 7:25 AM on January 26, 2011
Response by poster: The manager is now offering to ship the scarf back by FedEx, and states that this is company policy and he will give a refresher on the policy the person at the desk who told me that they couldn't. But he is asking for my credit card number for FedEx.
I am dubious about giving my credit card number to them.
posted by bad grammar at 7:47 AM on January 26, 2011
I am dubious about giving my credit card number to them.
posted by bad grammar at 7:47 AM on January 26, 2011
I had my favorita pillow mailed back to me from a hotel once. They sent it FedEx, and charged the credit card that we used for our stay there.
Does the hotel not already have your card number? What would be the harm in giving it to them again? It seems like they are trying now.
posted by SLC Mom at 7:56 AM on January 26, 2011
Does the hotel not already have your card number? What would be the harm in giving it to them again? It seems like they are trying now.
posted by SLC Mom at 7:56 AM on January 26, 2011
The manager is now offering to ship the scarf back by FedEx, and states that this is company policy and he will give a refresher on the policy the person at the desk who told me that they couldn't. But he is asking for my credit card number for FedEx.
"It's not your front desk person's fault if he wasn't adequately trained. But given that your people aren't following your own internal policies, perhaps it would be a show of good faith if the hotel took care of any nominal FedEx fees. Of course, if you absolutely can't do that much, well, I guess I'll have to five you my credit card number. Or, don't you have it on file already from my stay? Did someone also fail to to record it? Who exactly is responsible for employee training at your hotel?"
posted by orthogonality at 7:57 AM on January 26, 2011 [3 favorites]
"It's not your front desk person's fault if he wasn't adequately trained. But given that your people aren't following your own internal policies, perhaps it would be a show of good faith if the hotel took care of any nominal FedEx fees. Of course, if you absolutely can't do that much, well, I guess I'll have to five you my credit card number. Or, don't you have it on file already from my stay? Did someone also fail to to record it? Who exactly is responsible for employee training at your hotel?"
posted by orthogonality at 7:57 AM on January 26, 2011 [3 favorites]
Go to Fedex.com and create an account (it's free). You'll be asked to link your credit card. Have the hotel bill to your Fedex account.
posted by Cat Pie Hurts at 7:58 AM on January 26, 2011 [7 favorites]
posted by Cat Pie Hurts at 7:58 AM on January 26, 2011 [7 favorites]
Give them the card number. At this point, yes, they're trying, and if the issue becomes a hassle for them then they might start dragging their heels getting it out the door or making excuses. If you want the item back, or at least quickly, you have to grease the wheels for them and help them with what they want. I'm not even sure I would complicate things with a FedEx account number. As it's been pointed out, they already have a card number, but merchant security rules have gotten more stringent (I'm speaking as a merchant myself) and they may have had to erase the data, or it may be their policy to do so.
The manager is almost certainly not going to do anything shady with your card since he/she's got oodles of them out at the front desk. If you're still not sure about this, go to Wal-Mart and get a disposable credit card, or just call your credit card company after the charge goes through and say the card was "lost" and needs to be re-issued... now the old one can't be used for any extra charges.
posted by crapmatic at 8:31 AM on January 26, 2011
The manager is almost certainly not going to do anything shady with your card since he/she's got oodles of them out at the front desk. If you're still not sure about this, go to Wal-Mart and get a disposable credit card, or just call your credit card company after the charge goes through and say the card was "lost" and needs to be re-issued... now the old one can't be used for any extra charges.
posted by crapmatic at 8:31 AM on January 26, 2011
Didn't you give them your credit card info when you paid for the hotel? (Or, if the university paid, wouldn't you have given your credit card info to anybody else at any other hotel you paid to stay at?)
posted by Sara C. at 9:11 AM on January 26, 2011
posted by Sara C. at 9:11 AM on January 26, 2011
I am dubious about giving my credit card number to them.
Why? You trusted them with it to pay for the room, right?
I think it's better that the hotel ask you for your number specifically for this purpose, rather than allow any employee, manager or not, to grab your credit card number for a new transaction. That would be an pretty unwise policy (if improperly-documented, it would look bad for the hotel) and it likely arguably violates the credit card agreement anyway.
(Actually, is this information even accessible to the front desk once a hotel guest signs off on the room charges?)
posted by desuetude at 9:17 AM on January 26, 2011
Why? You trusted them with it to pay for the room, right?
I think it's better that the hotel ask you for your number specifically for this purpose, rather than allow any employee, manager or not, to grab your credit card number for a new transaction. That would be an pretty unwise policy (if improperly-documented, it would look bad for the hotel) and it likely arguably violates the credit card agreement anyway.
(Actually, is this information even accessible to the front desk once a hotel guest signs off on the room charges?)
posted by desuetude at 9:17 AM on January 26, 2011
Many hotels will ship lost items C.O.D. so that they are assured of recouping their costs. Maybe you could suggest this.
posted by coolguymichael at 10:33 AM on January 26, 2011
posted by coolguymichael at 10:33 AM on January 26, 2011
The credit card info is only accessible by Accounting, once the guest has checked out.
I am really shocked they want to charge you for this, but I've only ever worked in 4 or 5 star hotels. I would take the advice above, go to Fedex.com and set up and account with your c/c number, then give the hotel your Fedex account number.
posted by lootie777 at 10:34 AM on January 26, 2011
I am really shocked they want to charge you for this, but I've only ever worked in 4 or 5 star hotels. I would take the advice above, go to Fedex.com and set up and account with your c/c number, then give the hotel your Fedex account number.
posted by lootie777 at 10:34 AM on January 26, 2011
"It's not your front desk person's fault if he wasn't adequately trained. But given that your people aren't following your own internal policies, perhaps it would be a show of good faith if the hotel took care of any nominal FedEx fees. Of course, if you absolutely can't do that much, well, I guess I'll have to five you my credit card number. Or, don't you have it on file already from my stay? Did someone also fail to to record it? Who exactly is responsible for employee training at your hotel?"
Doing this will most likely result in you not getting your scarf back. Please do as others suggest and get the fedex account. I have done this before for personal reasons and it is easy (although I did not do it online).
posted by echo0720 at 11:32 AM on January 26, 2011 [1 favorite]
Doing this will most likely result in you not getting your scarf back. Please do as others suggest and get the fedex account. I have done this before for personal reasons and it is easy (although I did not do it online).
posted by echo0720 at 11:32 AM on January 26, 2011 [1 favorite]
Response by poster: I agreed that they could use the credit card number they had on file and they are FedExing me my scarf at the lowest rate (2 day). I will watch for any suspicious charges.
Next time I am pinning my scarves inside my suit jacket!
posted by bad grammar at 12:08 PM on January 26, 2011
Next time I am pinning my scarves inside my suit jacket!
posted by bad grammar at 12:08 PM on January 26, 2011
I will watch for any suspicious charges.
Why would you expect suspicious charges moreso than if you had never gone through this exchange? They already had your credit card number. It's not a bad idea to keep an eye on credit card charges, but this makes no sense.
posted by grouse at 1:38 PM on January 26, 2011 [1 favorite]
Why would you expect suspicious charges moreso than if you had never gone through this exchange? They already had your credit card number. It's not a bad idea to keep an eye on credit card charges, but this makes no sense.
posted by grouse at 1:38 PM on January 26, 2011 [1 favorite]
This happened to me in Washington DC. I live in New York and accidentally left my scarf at the hotel. They agreed to ship it back FedEx and I gave them my CC number to do so. Just keep an eye on things, but hotels do this stuff all the time, so rest assured.
posted by cmgonzalez at 1:53 PM on January 26, 2011
posted by cmgonzalez at 1:53 PM on January 26, 2011
This thread is closed to new comments.
posted by Gator at 6:18 AM on January 26, 2011 [2 favorites]