No accountability for a mistake that was entirely theirs

My experience with TotalStay has been deeply disappointing. Six months ago, their team incorrectly dispatched my bag with a cruise line (Norwegian Cruise Line), an error they acknowledged was entirely the result of internal processes not being correctly followed. Since then, my bag has been returned missing several personal items, yet TotalStay has failed to take responsibility, instead deflecting blame to its insurer and other third parties.

What makes this especially concerning is that this particular hotel (Xenia Aparthotel) is one of TotalStay’s more premium properties from a booking-rate perspective. Therefore, one would expect a higher standard of professionalism, care, and accountability. The level of nonchalance I’ve experienced simply doesn’t align with the image or pricing of a property positioned at this level.

I have shown more patience than any person should ever have to when they have been so clearly wronged. And yet, I now find myself being asked to navigate my own way through a situation I did not create.

I understand that mistakes happen, and that resolution often depends on how individuals and organisations respond when they do. However, what has been most concerning in this case is not the original mistake, but the persistent avoidance of responsibility and the lack of constructive communication since. It has completed eroded my trust of the brand.