Long post but unless you want a maid to let a stra...

Long post but unless you want a maid to let a stranger into your room, I suggest you read on...

My husband and I stayed at this hotel over the weekend while in town for the Waste Management Phoenix Open. I received a call Sunday night at 6:15pm saying our room had been broken into by the head of security. As learning more about what happened, they told us the maid let some random guy into our room and told her she could leave, so she did. After that, this man locked the door and latched it shut. A few minutes later she went back because she left her phone and couldn t get inside. At that point he left through the patio door.

After more questions, we realize he was let into our room at 11am, we did not receive a call until 6:15pm- 7 hours later. My suitcase had been gone through and shoes were stolen. Also, conveniently there are no cameras in the area of the resort where our room was.

The next morning when we were checking out we talked with Mario, who told us that the GM named Travis would call us later that day- he never called, I had to call 2 times before he called me back. Once he called me back he offered to cover 1 night stay to cover the cost of my shoes. He did not offer anything else until I told him that was not ok, they jeopardized our safety and security. I told him he needed to cover our stay as well as the cost of my shoes($150 Nike running shoes). He agreed and issued a credit. Well here we are 3 days later, our card got charged for everything and haven t seen a credit.

Today my husband called Travis back to ask about the credit and the reimbursement of my shoes and he told my husband he has paid us enough and did more than he should have and wasn t going to give us anything additional for my shoes. Travis then turned around and called me, said the same thing so I told him I expect a call from his boss within the hour.

David(apparently President & CEO) called me, when I asked if he knew about what happened he said yes. So I walked him through all my concerns and frustrations, none of which he cared about besides the fact that they covered our say. They have still not filed a police report. Actually when I asked about it his response was I am good friends with the Scottsdale Police Department. I told him I couldn t believe they are fighting me over $150 pair of shoes that was stolen out of my room that was their fault he still held strong that they have already done more than enough. When I told him I was going to write a review his response was youre going to exploit me for $150? I also told him I couldn t believe as a President and CEO he is wasting more time fighting with me about then doing what is right, to which he responded most President s and CEO s wouldn t take your call .

I work for a CEO directly and know he would be upset that he was having to be brought in to solve the problem.

They are more concerned about money than they are their guests safety and security. I am currently working with the Scottsdale Police Department in hopes for some resolution. Do yourself a favor and do not ever stay here. Terrible customer service, terrible safety & security.