We checked into two rooms at about 5 pm and left our bags, then headed out to a concert. When we returned a few hours later, one room key wouldn't work. The front desk fixed the key to get into the room where we left our bags (which matched the number on the envelope I was given at check-in). Our items were rummaged through, and many were stolen, including credit cards and personal items. The toilet seat was lifted, and there was a second paper key holder envelope lying on the bed that didn’t belong to us. A police report was filed. The evening auditor tried to help by calling the front desk staff who worked earlier, but they couldn't do anything. I was told a manager wouldn't come on duty until 10 am the next day. We followed up with the front desk staff the next morning; found out that the manager wasn’t coming in. After we requested again, the manager came in but claimed that none of her staff informed her of the situation but was willing to help to look into the case. She said she would check the keys log, look at videos, etc. She also promised that she would not charge us for the room. But none of her promises come true. We called to follow up, and she hasn’t done anything. We didn’t get the refunds she promised.
翻譯