The hotel management has no integrity
Posted Sep 5, 2016 on Expedia
I checked-in to the Topaz Hotel on Saturday, August 27 and engaged their valet service to park my car given the safety concerns of D.C. street parking. When I checked-out the following day, I didn’t notice the damage to my right rear bumper until I got home to Richmond, VA so I called the hotel back the next day and told them that my car’s right rear bumper was scraped and dented by their valet service.
After completing an incident report and sending pics of the damage they rejected my claim alleging that the three different valets driving my car did not damage it after viewing their garage’s security camera footage. Maybe they damaged it driving to/from the garage instead of inside it? They refused to give me an opportunity to view the security camera footage myself (if it exists) and refused to reimburse me the expense it will cost me to repair the damage. The general manager has no integrity or code of ethics when she treats a hotel guest like a criminal expecting the guest to prove the hotel did the damage.
I guess in D.C., the Kimpton Topaz Hotel’s hospitality best practices follows the Napoleonic Code for guests – guilty until proven innocent! If anyone uses their valet service at the hotel, I would strongly suggest that you do a 360*video of the car with your cellphone and make the GM sign a statement after a walk through indicating if there is any pre-existing damage on the car before using their valet service. Also, check for any damage before leaving.