Suncoast Hotel Management - FABRICATIONS.
My family and I checked into Suncoast Hotel on Friday 14 June 2019. Upon check in at 3pm, we were informed that the rooms allocated to us were not yet ready as the guests occupying the rooms had not yet checked out. I informed the check in desk that it would be fine to check us into alternate rooms not on the same floor as our family. We were checked into the 6th floor. At check in, I was informed that housekeeping had just finished the rooms and we could check into the rooms on the 6th floor. At check in we did not inspect the room, as we were occupied with our 2 year old and nor is it our habit to inspect hotel rooms. On Saturday afternoon, two ladies knocked at the door, they did not inform me who they were. The lady who spoke to me, said housekeeping informed her that a mirror in the room had been broken and they came to investigate. In response I said I had not noticed anything and the ladies barged into the room while my husband and child were asleep on the bed. The ladies proceeded to instigate the crack and had come to some conclusions of their own from where it had come from and how it had come without asking either one of us about this. They then proceeded to take pictures and leave. They ignored my husband who asked what was going on and treated us as though we were *********. Later on, my husband went to reception and spoke to the night manager. She informed him that a pre check is carried out before check in and informed him that it is their opinion that we have broke the mirror. On check out on Sunday, the manager on duty Warren came to the reception desk, and escorted us to the boardroom treating us again like *********. In the boardroom, warrens first line comment was, we have the quote for the mirror which you have broken. Warren did not handle the matter in the manner in which a manager in guest services should behave. Warren and my husband then had an argument where my husband did mention to Warren that he was treating us as ******* and should investigate how the mirror broke instead of just blatantly accusing us. Warren did not respond. We then left the boardroom and went to the front desk where Letisha the General Manager on Duty was called at our bequest. Letisha further insulted us by insisting that the room pre check was done at check in and that we had broken the mirror. Letisha again did not consider the possibility that perhaps it was noticed that the mirror was broken prior to us checking in or maybe that housekeeping could have broken the mirror. Today (Tuesday) Letisha contacted my husband to inform him that the cost of the mirror is R2750.00. Furthermore she was unaware that we were checked into different rooms as were reserved.
To place on record: WE IRREFUTABLY did not break the mirror
Things that must be considered:-
1. We were checked into the incorrect rooms 2. Housekeeping exited the rooms and we checked in where was the time for the pre-check ? 3. Where is the evidence that we broke this mirror?
Had we broken this mirror we would have informed hotel management immediately.
What Suncoast Management should have done, 1. Handle the situation taking the guest into account 2. Consider that the guest is actually innocent 3. Inform the guest that it is hotel policy that since there is no proof of who broke the mirror the guest should take half the liability
The management have not handled the situation in the correct manner nor did they even consider the guest in this situation, instead they have only considered the hotel and themselves. As frequent guests of Suncoast we will no longer revisit this establishment because of the unprofessional manner in which the management have handled this situation. The management at Suncoast are rude, condescending, and should rather work for the hawks as they spend more time on investigations rather then their guests. We request the hotel policy as well as the video footage of the Floor Supervisor walking into room 608 prior to us checking into such room.