I stayed at the The Ritz-Carlton, Abama with my husband and baby. On the second day of our trip, I contacted the concierge to request assistance with freezing our baby’s milk ice packs, and a member of staff came to our room to collect them.
At checkout, we requested that the ice packs be returned to us. We were informed that someone would bring them down shortly, so we waited in our room for nearly an hour for an update that never came. Eventually, we went to reception ourselves, only to be told that nothing matching our description could be found in the freezer.
A search was later conducted in the room service freezer, but the ice packs were still nowhere to be found. What made the experience even more frustrating was the dismissive attitude of the front desk staff. We were told that, according to their records and call logs, no calls had been made from our room that day, and we were even questioned about whether a staff member had actually come to collect the ice packs. The receptionist even showed us that there was no record or log of the request.
I then requested that they review the CCTV footage near our room to confirm that a member of staff had indeed been sent to collect the items. At that point, the receptionist became noticeably quiet, especially as I had in fact called multiple times that day, including another request for an ice bucket.
By this stage, we were already running late for our flight
