Fairmont Hotel in San Jose

Hotel Establishment

Our room was robbed of my wife's cosmetic case with Jewlery and Medication.

We contacted the Hotel Manager, Hotel Security, Hotel General Manager and the San Jose Police Department. It took until January 9 for the general manager to call us and announce that his investigation was over and that all he could do was to offer us $250.00 for whatever was stolen.

The demeanor of the Hotel was that WE were at fault. Please note that in the letter I indicate there is no safe in the room.

I think everyone should be aware that at the Fairmont Hotel, you cannot expect any sympathy from the Management. I hope more people come forward to tell their stories. Security is only there to protect the Hotel. Your security is at risk.

Management is only there to protect the liability of the Hotel. Your stay, after you pay for it, is only a few more penny's in the till.

December 28, 2005

xxxxxxxxxxxxxxxx

San Jose, California 95xxx

Mr. William R. Fatt

Chief Executive Officer

Fairmont Hotels & Resorts Inc.

Suite 1600

100 Wellington Street W

Toronto, ON M5K 1B7

Dear Mr. Fatt,

My wife and I made reservations for Friday and Saturday 12/23 - 12/24/2005 at the Fairmont Hotel in San Jose, California. We were completing remodeling of our house in San Jose and it was unsuitable condition for the holiday. We needed a quiet peaceful place festively decorated for Christmas. This would have been our first time staying at the Fairmont Hotel, and we felt that this was a quality hotel which would afford us the serenity yet air of celebration for a memorable Christmas.

On Saturday, we left our room at approximately 11:30 AM. We walked around the city a bit, and then returned to the Fairmont to get our car. Prior to leaving by car, I did return to our room to retrieve a sweater. This was approximately 12:30.PM.

We returned to the Hotel at 3:38 PM and went to our room. My wife then noticed that her cosmetic bag was missing from the counter near the bathroom. We searched the room and could not find it. My wife found the maid, still on our floor, and asked if perhaps she picked up the cosmetic bag while dusting. She performed a quick search of her cart and did not find anything. We were not accusing her, just trying to get information.

We immediately notified the front desk and requested security to come to our room. My wife, at this point, was extremely saddened, because in the cosmetic bag were her medication, cosmetics and some jewelry. My wifes’ medications are needed daily, and the cosmetics she needs since radiation treatments took her eyebrows away. The jewelry was sentimental as well as valuable. She was extremely upset with the shock of such a violation.

(name withheld), a young security employee, came to our room and took down the particulars of what was missing. We were with my son, who lives close to the Fairmont, and we discussed the possibility of someone taking the bag and running down the stairway. He approached (Name withheld) and asked if the stairway was searched. (Name withheld) agreed that it was a good idea, and I believe he initiated a search of the stairway.

We called the Hotel Manager, (Name withheld), and requested information on what to do. She tried to calm my wife, by telling her to go on with her holiday and the hotel would be investigating and do everything they could to find out what happened, and she indicated she would get back to us. Two hours later we called the Hotel Manager back only to be informed she could do nothing for us until she reached the General Manager. She was having trouble getting in touch with the General Manager. In the meantime, the Head of Security came to the room to investigate the key lock mechanism of the door. He introduced himself and then must have left when he was finished because he reported nothing to us.

We left the Hotel to refill my wife medicine from home, at which time we finally received a call from the General Manager. His demeanor was calm and he recounted that the Maid, (name withheld), was interrogated, searched and nothing was found, in addition to the fact that the Maid was a long time employee of the Hotel. He also explained that the results of the key lock showed that the maid was the only one besides us who had entered the room. I asked him if he could determine if the door remained open for any length of time, and he gave me a very vague answer. I personally don’t believe he has that information. In fact, when we first located the Maid, the room in which she was working had the door opened. If by chance the Maid needed to return to the Maid Station, which was located only several feet from our room, there may have been enough time for someone to enter the room to grab the cosmetic bag. Additionally, if the Maid were busy in the bathroom, or making the bed, it would be easy for someone to just walk in and pick up the bag if the door was left open.

Please be assured that there was no safe in the room for locking valuables. We were not being reckless by ignoring the available facilities of the Hotel. The bag was closed, and the box with the jewelry was under the medications and 2 makeup bags.

The General Manager informed me that the information he had up to that point indicated to him that the Fairmont was not liable for the theft of the bag. My wife talked with him on the phone and received much the same response. To add insult to injury he indicated to her that the maid was not at fault and he could not know if the bag was there. It was very unfortunate was the phrase he continued to use. No responsibility, no hospitality, no sincere sympathy for the trauma was offered

I have made a Police Report to the City of San Jose, and am awaiting a response from them any day now. The report number will be xxx (Case Number provided on request)

The manner in which my wife and I were treated has thoroughly disgusted me. The Fairmont staff has gone to no end to prove they have no liability in this case. We, on the other hand, have been treated as suspect, and nothing has been said about the property that was stolen. We feel violated, both by the person who stole the bag, and second by the Manager of your Hotel. If you condone the above behavior of your staff we are violated again by the Fairmont Hotels & Resorts.

Is this is the standard of hospitality, concern and professionalism the Fairmont offers to all its guests? If so, I will be diligent to warn as many future guests as I can. No one should undergo this nightmare at the Fairmont Hotel at any time but to be so abusive to guests on Christmas Eve is unacceptable and a disgrace to your name.

If this is the standard of hospitality, concern, and professionalism the Fairmont offers, be assured that I will get this information to as many people known to us as possible. No one should undergo this nightmare at the Fairmont Hotel at any time but to be so abusive to guests on Christmas Eve is unacceptable and a disgrace to your name.

We were informed we would be updated Sunday. December 25, by the General Manager, yet as of this writing we have not heard a word from him or anyone from the Fairmont.

Sincerely,

Response from Fairmont Headquarters

Dear Mr. ..

Thank you for taking the time to contact us regarding you and your wife's recent visit to the Fairmont San Jose.

Mr. xxx, it is most concerning to learn that your special Christmas visit was marred by the disappearance of your wife's cosmetic bag, and medication. We can certainly appreciate how disturbing this would have been for you both, especially given the fact that you had to return home to retrieve additional medication.

Although our General Manager, xxxx, conducted an appropriate investigation, it is evident from your letter that the lack of compassion afforded you during your conversations with our colleagues was poor and for that we do apologize.

Mr. xxx, as the findings of the hotel's investigation were inconclusive, I was pleased to read that you have filed an official police report and trust that the hotel will provide whatever support necessary should you decide to pursue your loss through your household insurers. I also understand that the hotel will be providing you with a measure of compensation for the upset caused to you.

Again, I thank you for taking the time to contact us to flag your concerns and again to provide us with the opportunity to respond accordingly.

Sincerely

Name available on request

Guest Relations Specialist

( My comments )

the Hotel offered us $250.00 and a brunch at their restaurant. We find this inadequate. this letter does not mention the Jewelry that was stolen either)

_____

The information contained in this communication may be CONFIDENTIAL and is intended only for the use of the recipient(s) named above. If you are not the intended recipient, you are hereby notified that any dissemination, distribution, or copying of this communication, or any of its contents, is strictly prohibited. If you have received this communication in error, please notify the sender and delete/destroy the original message and any copy of it from your computer or paper files.