Left camera at Maritim Hotel Berlin

My wife and I were on the tour “Christmas Markets along the Elbe River,” traveling in Germany with Grand Circle Travel (Boston, MA; www.gct.com), when we stayed at the Maritim Hotel Berlin, Dec. 14-17, 2015.

Soon after our group checked out of the hotel, I realized I had left a small green bag containing a camera, a spare battery, a charger and a new memory card on a ledge above the bed in our room. I advised our trip leader, Maggie Polus, who promptly called the hotel from Potsdam.

She was told that the room had not been cleaned and that they would “get back” to her. A few hours later, after no response, Ms. Polus called again and was told that it would be after midnight before they got reports of any items that may have been found.

When there was no response the next morning, she sent two emails during the day, but, again, no response. On Saturday, Dec.19, I called the hotel, identified myself as a recent guest and asked for the manager. I was told he was “not available,” so I asked when he would be available. The man said that he had no idea and asked the reason for my call.

I told him about my camera, and he said he would switch me to Housekeeping/Lost & Found. When I said I really wanted to speak to the manager, he replied, “The manager has no control of Lost & Found.” He said this was a contract function.

I accepted the transfer to Lost & Found and learned that the room had been cleaned the previous day, with nothing having been reported found. This closed out any chance of getting my camera back.

I realize that the situation was my own fault, but I believe that if someone had gone to the room after our first or second call, before the room was cleaned, my things could have been retrieved. The camera was not expensive, but the pictures from my 80th birthday trip would have been nice to have back. 

On Feb. 22, I sent an email to the corporate office. In a Feb. 24 response from the hotel’s General Manager, she apologized and offered to “make amends with a small present,” but, since I have no plans to visit Berlin again, I did not respond.

My main purpose in writing was to make the hotel’s manager and corporate office aware of the indifferent service by the personnel answering the telephone and of their not responding to emails.

Mr. D.W. WADDELL

Marietta, GA

ITN emailed a copy of Mr. Waddell’s letter to the Maritim Hotel Berlin (Stauffenbergstrasse 26, 10785 Berlin, Germany) and was sent a copy of the hotel’s earlier response to Mr. Waddell. The cover letter to ITN explained that the “small present” referred to “an invitation for breakfast, lunch, dinner or similar.” Here are excerpts of the hotel’s response to Mr. Waddell.

Your statement about your stay in our hotel in December 2015 has finally reached me as the Hotel Manager. I read your letter very dismayed, and I am very sad that you [had] such a bad experience with our personnel after your stay and that you have lost your camera and memory card.

I spoke to my Front Office Manager and my Executive Housekeeper to comprehend what has been happening, but now, two months later, nobody can really remember the case. We asked the involved colleagues who were on duty at reception and in the housekeeping department on said days and have also checked our lost-and-found office for your missed items again, but, regrettably, we were unsuccessful.

Please accept my sincere apology and be assured that this is not up to our usual service. The usual way, when we get a call from a guest who misses something, is to check a room immediately and call back.

I will take your complaint as an occasion for a thorough review of the internal processes and ensure that the employees get intensive training about the handling of lost property.  

I would like to make amends with a small present, if you visit our hotel or another Maritim Hotel somewhere else in the future.

CLAUDIA DAMSCH-
OEPPING, General Manager,
Maritim Hotel Berlin