Complaint Rating:

Company information:
Hilton Hotel
1775 EAST MISSION BAY DRIVe
San Diego, California
United States
Phone: 619/276-4010
www1.hilton.com

In a hurry to check out of the Mission Bay Resort on 6-15-08, I left several items of clothing hanging in the closet of our room number 630. The next day, I realized I had forgot the clothes in the closet and immediately called the hotel. After more than 17 phone calls and a return trip back to the hotel (from Los Angles) specifically to pick up my items from the hotel, I was told nothing was recovered from the room and they were ultimately not responsible for any property left after check out.

I was able to describe what I left; type of hangers (mine, from home) even the brand name of some items.

The front desk told me all "lost" items are turned into security; I was transferred to security and left a message. After several attempts to talk to a live person in security, I finally reached someone on 6/16/08. Security told me the room we stayed in was cleaned by housekeeping and nothing was turned in as "lost/left behind". However, they told me it was possible that housekeeping could have missed items in the closet but because the room was already occupied with a "do not disturb" on the door no one could get into the room to check the closet for my clothes. I was told by security to wait until the room was unoccupied and they would check the closet.

On 6-17-08, I called the hotel again and talked to someone at the front desk about my items and to see if the room was unoccupied. It was suggested by the front desk operator that I return to the hotel to pick up my belongings. When I arrived at the hotel, no one had turned my things into security. Again, I was told the room was still occupied with a "do not disturb" sign, and they could not check the closet. I was told they would contact me after the room was vacated and investigate with housekeeping. I completed an investigation report and left.

Finally, on June 20 I received a call from security, after the room was vacated and they "investigated" housekeeping, no one had seen or turned in anything from room 630. Security manager, "Tom" told me Hilton Hotel would contact their liability insurance carrier and a someone would call me.

On 6-25-08, I received a call from the hotel's insurance company - the hotel was not responsible for any lost of left property after check out, there was nothing they could do, I was not entitled to any type of reimbursement, settlement, etc.

I am more than frustrated, I believe my items were "found" by housekeeping - and were either misplaced after being turned into security (I was told at one time to return to the hotel to pick up my belongings) or the hotels housekeeping department decided to do a little "keeping"; after all most all the items I left in the closet were new or nearly new designer (Anne Klein, Ann Taylor, etc.) clothes, clean and on hangers - why not...