I don't think I've ever had an experience quite as terrible - Gurney's Montauk Resort & Seawater Spa - Trade Reservations
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🤮 1/5 - I don't think I've ever had an experience quite as terrible
By 👻 @Kenya C., 11/23/2022 3:00 am
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I don't think I've ever had an experience quite as terrible as I did here & unfortunately I was celebrating my anniversary. A designer handbag of sentimental value was stolen out of my room & I wish I had read the reviews because this isn't the first time something like this happens. My boyfriend (who gifted me the bag) & I both saw it prior to leaving to the spa in the morning on the chair next to the bed. When we came back to start getting ready for dinner it was gone. We reported it immediately. We also called our doorman back home to check our apartment to make sure we hadn't left it behind. We were both in complete disbelief that this would happen at a place like this & blamed ourselves first. There is an open investigation on this but here are a couple of the ridiculous excuses & commentary I received from multiple managers at this "5 star" establishment:- maybe they thought it was trash (a duster bag with the brand logo on it and a bulky handbag in it?) - Our staff doesn't even know what a duster bag is! (... ok?)- Maybe they thought it was trash because the people that work here are so old (I saw staff ranging between ages of 22-40 around our room)- We hate to use the word stolen maybe it was rolled up in the sheets or something & taken with the laundry (I don't cuddle my bag to sleep why would it be rolled up in sheets?)- Maybe it was taken by another guest staying here (I never took the purse out of the room)The investigation requires checking hours of security footage & can take months assuming that the staff member would be stupid enough to be unaware of where security cameras are & wouldn't conceal it. But you know they are sooo old so maybe. I didn't receive any sort of compensation, discount, a free drink, a promo code nothing. Just a generic so sorry about this with an air of we don't care nor do we believe you. As a woman of color, I can't help but wonder if my case would've been treated with a better sense of urgency or overall consideration if I were white like the majority of patrons. This isn't the type of customer service I'm used to from any hotel let alone 5 star when even smaller incidents would happen. They will reach out to me with "updates" on this "case" which sounds like they hope I let it go at some point. I will promptly add an update if there ever is one. The only two positives I can give this place is the gorgeous spa and the restaurant. Go relax & eat while your room gets robbed should be the tagline.
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