"Dear Management,
I am writing to formally express my disappointment following my recent stay at Cheval Place. This feedback comes after two separate visits one positive, and the other unfortunately very concerning.
During my first stay, everything was smooth and met expectations. However, my second stay was the complete opposite and raised serious concerns regarding both security and customer service.
The most troubling incident involved my wife’s earrings going missing from our apartment, which we strongly believe occurred during housekeeping service. The sequence of events only reinforced this concern:
• The earrings went missing after housekeeping attended the room.
• After escalating the matter and expressing intent to involve the police, one earring was suddenly “found” a few hours later appearing in an envelope with the head of house keeping. The following earring was found the next day in our bathroom in a pile of towels that were used that morning, also found by the new cleaner who said ‘look what I found’.
• all of this was extremely questionable and indicated clearly that they had been taken and then after threatening a police report were returned quickly and in a way to insult our intelligence.
It is difficult to ignore the implication that the items were initially taken and only returned once the situation escalated.
Adding to this, when we requested to speak directly with the housekeeper involved, we were informed that she had suddenly gone on annual leave. The timing of this was extremely suspicious and further eroded our trust in the transparency of the situation.
Equally disappointing was the way the matter was handled by the manager on duty, Terry Kalogerakis. His approach was dismissive, condescending, and lacked any sense of accountability or empathy. Despite the circumstances, he maintained that nothing had been stolen and showed no willingness to properly acknowledge the seriousness of the situation.
Due to the overall experience and lack of care shown by management, my wife felt uncomfortable continuing the stay and chose to leave early. Despite having prepaid for the remaining nights, I requested either a refund or credit for the unused portion of the stay. This was flatly refused, without any attempt at compromise or goodwill gesture.
This entire experience reflects:
• A lack of accountability
• A lack of compassion and customer care
• Poor handling of a serious security concern
• Management that appears more focused on denial than resolution
It is extremely disappointing to encounter such standards, particularly after a positive initial stay. Rather than retaining a returning customer, this experience has unfortunately ensured the opposite.
To add insult to injury, my daughter’s back pack containing her iPad and toys was not packed in the car when my wife left yesterday at 11am. My wife has called multiple times and not received any feedback. There possible place it could be other than at cheval as the bags were brought down to reception in seperate batches by different people that work at cheval. I am still waiting for a call indicating the bag has been found.
Waiting on urgent feedback and resolution!"
