GSP - Luggage gone from our room after day trip?

mexicobound · 05-02-2012

We've never had anything like this happen to us before in the other 10+ countries we've visited, so to say my parents are freaking out a little is an understatement. We're staying at the Grand Sunset Princess right now, and when we came back to our rooms about forty minutes ago, the luggages in my parents' room were both gone. We checked the closets, the bathroom - everywhere, and they're gone.

We just arrived a couple of days ago, so it's not like we called the bellhop and wanted to check out. We just went on a day trip, had lunch, then came back to the room. My parents were leery about using the safes here after reading the reviews and opted to store their passports and cards inside one of their suitcases (locked on several compartments), so this is definitely not a good thing. I do have to say that they are VERY neat in that they had the luggages zipped, locked, and tucked into a corner. Is it possible that the bellhop people had a misunderstanding of luggage pickup orders, and just took the one in my parents' room by mistake?

There's two other rooms in our group - mine and a family friend's that are right beside theirs and ours were untouched.

We've met with our concierge and they've called security. I guess I'm just posting to see if this has happened before to anyone else here so I can assuage my Mom's fears a little.

SharonD · 05-02-2012

Never! And I don't know of anyone this has happened to, anywhere! Oh my, I sure hope it's an honest mistake but I worry that it's not. I would think that if the hotel thought you were checking out then housekeeping would have come by and mgt would have been notified that their stuff was still in the room (clothes, toiletries, shoes). By now, if that were the case, they would have said "our records indicate you are checking out today and the luggage is with the bell captain...". Or, The guys thought their luggage was extremely light when they put it in the van to the airport...

Please let us know how this turns out. I'm assuming nothing else from their room is missing which makes no sense if the luggage was stolen...right?

CDLVancouver · 05-02-2012

10p says it was a screw up and the luggage is in the secure area by the lobby. Never heard of it before either. But it is a very large resort so it a mix up is more than a possibility.
Or...did they put in a request for another room and its been moved there? We had that at a resort with "palace" in the name but it was a bit more organised because i insisted that i know the order of how things were going to happen. If i hadnt insisted, i would have shown up to original room...found card didnt work...trek to lobby to find out new room number...trek to new room and check to ensure luggage is there.
Let us know what happened

mexicobound · 05-02-2012

Update: it was, indeed, a screw up on their end and it eventually got resolved.

Though, we weren't too impressed with how they handled it. We were initially told that security was going to come and scan the door for entry, but that we would not get the results back til late tomorrow morning/early afternoon. Then, only after that, will they be able to start investigating

.

My stepdad didn't really want to wait around for them, so he went back to the lobby to try and speak with the front desk manager...and lo' and behold, he saw the luggage outside the lobby with all of the other luggages headed for the airport. Somehow, their room was listed (and he was shown two copies of the list by the bellhop who took the bags) for pickup. And because the luggages were packed and locked, the bellhop assumed it was good to go. Nevermind the fact that their shoes were lined up right under the luggage rack and clothes were hanging up to dry in plain view in the terrace.

We're glad it was just a mistake, but it could've been a BIG mistake had the luggages been placed in any one of the buses headed to the airport.

Called the concierge back to let him know that we found the luggages and asked if we can get an assurance that something like that will not happen again during our stay and essentially just got brushed off.

In the end, we're in Mexico and all is well - I'm glad it didn't completely ruin the experience for my parents. I just told them they gotta be more like me and be messy and have clothes strewn all over the luggages :P.

Dan in Ct · 05-03-2012

Glad everything worked out

SharonD · 05-03-2012

Glad it was an honest mistake! And I understand why it wasn't questioned now that I realize it was packed!

kaki321 · 05-04-2012

Wow, that is so scary! I am so glad that it got resolved.

Our room is usually pretty messy with the kids and all, so I am not too worried about it happening to us, but I still think sticky notes on the luggage saying "WE ARE NOT CHECKING OUT TODAY!" might help, anyway

I love bringing my post it notes on vacation, and this is just another use for them!

Y2YTraveller · 05-06-2012

I wonder how your parents' room number ended up on the bellhop's list in the first place?

mexicobound · 05-06-2012

Quote:

Originally Posted by Y2YTraveller

I wonder how your parents' room number ended up on the bellhop's list in the first place?

That was our biggest question as well - and one that never got answered.

Though, it seems as if their luggage pickup process has changed (or rather, perhaps it was just changed for us specifically). When we called to have our luggage picked up today as we were heading home, they asked us to stay in the room for a few minutes until they got there so they can verify which pieces needed to go where, instead of just randomly picking up luggages.

05-02-2012	#1 (permalink)
mexicobound lost on fifth Join Date: Mar 2012 Posts: 11	GSP - Luggage gone from our room after day trip? We've never had anything like this happen to us before in the other 10+ countries we've visited, so to say my parents are freaking out a little is an understatement. We're staying at the Grand Sunset Princess right now, and when we came back to our rooms about forty minutes ago, the luggages in my parents' room were both gone. We checked the closets, the bathroom - everywhere, and they're gone. We just arrived a couple of days ago, so it's not like we called the bellhop and wanted to check out. We just went on a day trip, had lunch, then came back to the room. My parents were leery about using the safes here after reading the reviews and opted to store their passports and cards inside one of their suitcases (locked on several compartments), so this is definitely not a good thing. I do have to say that they are VERY neat in that they had the luggages zipped, locked, and tucked into a corner. Is it possible that the bellhop people had a misunderstanding of luggage pickup orders, and just took the one in my parents' room by mistake? There's two other rooms in our group - mine and a family friend's that are right beside theirs and ours were untouched. We've met with our concierge and they've called security. I guess I'm just posting to see if this has happened before to anyone else here so I can assuage my Mom's fears a little.

05-02-2012	#2 (permalink)
SharonD life=playa Join Date: Aug 2010 Posts: 699	Never! And I don't know of anyone this has happened to, anywhere! Oh my, I sure hope it's an honest mistake but I worry that it's not. I would think that if the hotel thought you were checking out then housekeeping would have come by and mgt would have been notified that their stuff was still in the room (clothes, toiletries, shoes). By now, if that were the case, they would have said "our records indicate you are checking out today and the luggage is with the bell captain...". Or, The guys thought their luggage was extremely light when they put it in the van to the airport... Please let us know how this turns out. I'm assuming nothing else from their room is missing which makes no sense if the luggage was stolen...right?

05-02-2012	#3 (permalink)
CDLVancouver life=playa Join Date: Aug 2009 Location: Vancouver BC Posts: 720	10p says it was a screw up and the luggage is in the secure area by the lobby. Never heard of it before either. But it is a very large resort so it a mix up is more than a possibility. Or...did they put in a request for another room and its been moved there? We had that at a resort with "palace" in the name but it was a bit more organised because i insisted that i know the order of how things were going to happen. If i hadnt insisted, i would have shown up to original room...found card didnt work...trek to lobby to find out new room number...trek to new room and check to ensure luggage is there. Let us know what happened

05-02-2012	#4 (permalink)
mexicobound lost on fifth Join Date: Mar 2012 Posts: 11	Update: it was, indeed, a screw up on their end and it eventually got resolved. Though, we weren't too impressed with how they handled it. We were initially told that security was going to come and scan the door for entry, but that we would not get the results back til late tomorrow morning/early afternoon. Then, only after that, will they be able to start investigating . My stepdad didn't really want to wait around for them, so he went back to the lobby to try and speak with the front desk manager...and lo' and behold, he saw the luggage outside the lobby with all of the other luggages headed for the airport. Somehow, their room was listed (and he was shown two copies of the list by the bellhop who took the bags) for pickup. And because the luggages were packed and locked, the bellhop assumed it was good to go. Nevermind the fact that their shoes were lined up right under the luggage rack and clothes were hanging up to dry in plain view in the terrace. We're glad it was just a mistake, but it could've been a BIG mistake had the luggages been placed in any one of the buses headed to the airport. Called the concierge back to let him know that we found the luggages and asked if we can get an assurance that something like that will not happen again during our stay and essentially just got brushed off. In the end, we're in Mexico and all is well - I'm glad it didn't completely ruin the experience for my parents. I just told them they gotta be more like me and be messy and have clothes strewn all over the luggages :P.

05-03-2012	#5 (permalink)
Dan in Ct life=playa Join Date: Jul 2007 Location: Greenwich, Ct Posts: 515	Glad everything worked out

05-03-2012	#6 (permalink)
SharonD life=playa Join Date: Aug 2010 Posts: 699	Glad it was an honest mistake! And I understand why it wasn't questioned now that I realize it was packed!

05-04-2012	#7 (permalink)
kaki321 añejo Join Date: Sep 2005 Location: Chicago, Il Posts: 1,502	Wow, that is so scary! I am so glad that it got resolved. Our room is usually pretty messy with the kids and all, so I am not too worried about it happening to us, but I still think sticky notes on the luggage saying "WE ARE NOT CHECKING OUT TODAY!" might help, anyway I love bringing my post it notes on vacation, and this is just another use for them!

05-06-2012	#8 (permalink)
Y2YTraveller life=playa Join Date: Dec 2008 Location: Vancouver, BC Posts: 594	I wonder how your parents' room number ended up on the bellhop's list in the first place?

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