On April 18 I witnessed another guest leaving my room at the Warwick Regent Hotel in San Francisco, California at 0810 hours.
On April 18 at approximately 0800 hours I left my hotel room and went to a store across the street to get my wife a birthday card for her birthday, which was on this date. Upon my return to the hotel, I got off the elevator on the second floor, and I noticed a man coming out of my room (Room 201). I asked this man what he was doing in my room, and he replied that he thought that this was the third floor and had used his key (Room 301) and had gained access to my room with his key. Upon realizing his mistake, he quickly exited my room. I had him show me twice that his key did indeed open my door.
Myself and another guest (the man who had gained access into my room # 201 with his key for room # 301) both headed down to the front desk and reported the problem to Dong the hotel bellman that which in turn contacted Victoria Stramaglia the Executive Housekeeper.
We spoke to Ms. Stramaglia in a banquet room behind the front desk area, and she assured us that engineering was on their way to correct the problem. We all went to his room and tried the key in #301, and it worked. We then proceeded to room #201, and it also opened the room twice when Ms. Stramaglia tried it.
I contacted Hotels.com and the two representatives I spoke to were not helpful at all in resolving this issue. The first representative was Hispanic, and I explained the entire incident to him. He asked me to hold the line while he spoke with the hotel to verify my story. He came back on the line and told me the hotel said the incident did not happen. I was upset so I phoned the hotel and spoke to Rudy the front desk manager, and he told me he did speak to the representative from Hotels.com and that he explained to the representative that he would try to get Victoria, who was the acting general manager (the general manager was on vacation). I spoke to Rudy, who told me your representative hung up on him without waiting to speak to Victoria. The second person I spoke to was Val, who put me on hold after I requested to speak to a supervisor. She then hung up on me.
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