Barbara sent a message to Arne M. Sorenson – President and Chief Executive Officer of Marriott International, Inc. – Email Address that said:
Dear Mr. Sorenson,
I received an email from Kathryn. She asked a number of questions and stated that hotel insurance may not cover my coat.
Regardless of whether the hotel insurance covers my coat, they are responsible for its loss. This has become a waste of my time and yours. The multiple reports, emails and phone calls show a reckless disregard for my time. I ask that you resolve this matter immediately and provide either a replacement of the coat or a check to cover its loss.
P.S. - Here is a copy of my email to Kathryn, which answers her questions:
Yes, I was given the keys to the wrong room. I immediately went to that room and hung up my winter coat. I noticed no luggage in the room and there was nothing in the closet, but there were towels hung as if someone had showered. I merely hung my coat up and left the room quickly because I wanted to get to the ASHA conference. Then I went to look for my friend who was attending the conference. Once we discovered the mistake, we went to the hotel desk. I don't remember the precise time, but it was within 1-2 hours that we reported the hotel's mistake to the desk. After we reported the mistake, they gave me the correct key, and said they would retrieve my coat. I don't have a receipt for the coat, but it was a black Lands End Down Commuter coat that was $249.
Your hotel is responsible for the mistake. It gave me the wrong room key. It failed to retrieve my coat, and then claimed that the coat was gone.
Regardless of whether your insurance covers my loss or not, your hotel is responsible for their mistake and for compensating me. It is a reasonable assumption of hotel guests that a coat that is hung in their room will not be stolen.