Dear Marriott customers, My wife and I were traveling on vacation. We arrived at the AC Hotel by Marriott in Firenze (Florence, Italy). We checked in and went to our room. It was a drab dirty looking room. It was Hot even though the Air conditioner was on. I turned it down to a cooler temperature, but it did not respond, and the air blew hot. I called and went downstairs. The girl at the desk seemed to understand and know of the problem. She was nice. I told her I was a gold member. She talked to her boss and moved us into a better room. Nicer, but it still appeared to need a cleaning and a facelift. At night 2 days before we were leaving, we sent 2 pairs of pants and 2 shirts to the cleaners. To cut this short, they Lost our clothes. I talked to the desk clerks and the supervisor, all of whom said and repeated to say they would find them, look for them, and finally send them to us later. Anything but to take responsibility for the loss. They told us that they would not charge us for the cleaning bill as if that was something special. The next day had to forgo site seeing to go shopping to buy other clean clothes. The Assistant General Manager, Paula M, sent me this. Although we sincerely regret your disappointment with your stay in our AC Hotel Firenze, we would like to thank you for sharing your comments, as it will help us to identify areas of concern and act immediately to enhance our future guests' experience among us. I am sorry to hear about the issue with your laundry at the hotel. We work with an external company that takes care of the laundry of our guests, and unfortunately, we had some problems with them during the past week, that they promised to solve so these issues don't happen again. However, we apologize for what happened, and I would like to inform you that, not having found your laundry, ”we want to take responsibility” for what happened, and we want to take care of paying you for the lost clothes. To do so, please give us the value of the clothes and your bank details to which to transfer it to the ”external laundry; they will personally take care” of the bank transfer. She did the same nothing as everyone at the hotel, took responsibility, and then pushed it off to someone else. We have never heard from them again. We Did Not stay at the laundry. But the Marriott Hotel, and gave our belonging to them for cleaning. We sent all the information they requested now; it is time for them to repay us for what they lost. But so far, nothing but words and blaming someone else. Disappointed, Arnold652
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