Terrible Experience – Stolen Heirloom, Poor Communication, No Accountability

I had a heartbreaking experience at the AC Hotel Irvine. We were traveling here for a black tie wedding. Upon checkout, I accidentally left a very expensive heirloom bracelet and a special anniversary watch on the bed – items I had just taken out of the room safe. These were deeply sentimental, especially the bracelet which belonged to my late mother-in-law and was something I was wearing to a wedding.

I called and described them in detail. The front desk staff was relatively unhelpful from the start. Nothing reported or turned in by housekeeping. Barely attempted to look or try. So my husband called again yesterday. Nada. Then, I received a call saying the bracelet had been found!!! I was in tears, relieved and overjoyed. It was hiding in the corner of the office. I knew it was there all along ….and was bawling with joy.

Then, just 30 minutes later, they called back to say, “Sorry, never mind, we didn’t find it.” Absolutely devastating. How does this mistake happen??

They promised a manager would call me. No one ever did. I’ve since filed a police report. Ms. Hunter, the property manager, has not followed up and seems unable to maintain a trustworthy housekeeping staff or communicate with guests in a professional way.

I would strongly advise against staying here. The lack of integrity, follow-through, and compassion was truly shocking. A deeply disappointing experience from what should be a reputable hotel.