Home Inn Selected (Nanjing Xinjiekou Metro Station Hongwu Road Pedestrian Street)

I checked out at around 1pm on February 27th and caught the 20:36 train at Nanjing Station. When I was looking for my ID card in the taxi on the way to the train station, I found that my wallet was left in the room of Home Inn Hotel (Nanjing Xinjiekou Subway Station Hongwu Road Pedestrian Street Branch) (hereinafter referred to as Home Inn Hongwu Road Branch). I immediately called the front desk to ask if they had found it. The front desk said that the cleaning lady did not find it when cleaning the room. I was still in the taxi and told the front desk: Make sure to ask the security guard to wait for me to arrive and go to the room to look for it together. The front desk agreed; but two minutes later, the front desk called me back and said that the security guard had opened the mattress in the room and did not find my wallet; I asked the front desk: "Why didn't you wait for me to arrive to look for it together?" She just replied that the security guard had already looked for it and did not find it. At 20:10, I went to the front desk of Home Inn Hongwu Road Branch. The security guard on duty said to me in a very bad tone and expression: "You must have dropped it somewhere else. I opened the mattress and couldn't find it." I called the manager on duty, and she suggested that I wait until she came to work tomorrow morning to look for it, or call 110 to solve the problem. Without an ID card and unable to catch the last train, I had no choice but to call the police. After the police came, they asked me if I wanted to go to the room to look for it myself. The first time I said no, because I thought: the housekeeper had cleaned the room, there was a new guest, and the wallet was placed in the gap between the mattress and the bed frame, and the edges were not stuffed deep, so it would definitely be found when the sheets were changed; the security guard also said that he had opened the mattress but didn't find it, so I thought the chance of finding the wallet was zero; but the police asked me again if I wanted to go to the room to look for it myself (I am very grateful to this responsible police officer here), and I replied that I would look for it again, so the police helped me communicate with the manager on the phone, and the manager communicated with the current guest. After the guest chose to change rooms, I went to the room with the police and touched the gap between the mattress and the bed frame, and my wallet was found! ——I took my wallet and told the security guard that I found it. The security guard said indifferently, "Right, I didn't see it." ——I told the front desk that the evening bus had passed and I couldn't go back. My request to the hotel was to stay for one night for free. The front desk said that the manager disagreed. ——I called the manager again and said, "Due to your reasons, my return trip was delayed. Why can't you take responsibility?" She said, "You hid your wallet too well. I told you that I would help you deal with it when I got to work tomorrow morning. You disturbed my guests who were staying there." I deeply felt that the philosophy of this Home Inn manager is that guests who are staying in the hotel are guests, and guests who leave the hotel are outsiders. After the communication failed, I prepared to book a room on Ctrip at 23:30, but found that Ctrip and ** were closed. I asked the front desk and was told that the room was full tonight. It was really ridiculous. I asked the front desk 1 hour ago and they said there were double rooms and they reserved one for me. That night, only 3-4 groups of guests came to the front desk. I thought that Ctrip ** was closed when booking rooms! The front desk display also showed that all rooms were full. I changed to another Home Inn with heavy luggage in the middle of the night; when I checked Home Inn Hongwu Road Branch again at 12:30 in the morning, I found that all the rooms were available. At this time, I could only "hahaha" again and re-book Home Inn Hongwu Road Branch on Ctrip. A girl came back with heavy luggage. When checking in, I said to the front desk: Your house is really strange, and now there are rooms. The front desk replied that a guest had just checked out. But when signing, I looked at the room status and found that there were still several vacant rooms. The store manager and manager of this store really calculated to avoid me from giving a review on Ctrip. My three views were completely destroyed. 1. Home Inn Hongwu Road Branch Service Negligence: Employees shirked their responsibilities and caused guests to stay 1) Violation of lost property handling After finding the wallet left in the room at 20:00 that night, the front desk was clearly asked to "wait for the person to arrive to jointly check", but the security guard unilaterally searched without authorization and lied that "the mattress had been opened and not found". At that time, if the security guard had waited for me to arrive at the store to look for the wallet together, I would have been able to catch the last train. At 21:45, under the supervision of the police, I found my wallet in the gap between the bed frames in the original room (visible if the mattress is lifted), proving that the security guard failed to perform the basic search obligation. 2) Lack of emergency plan The duty manager shirked responsibility by saying "to be dealt with tomorrow" and calling the police himself, and made it clear that the hotel delayed the search for lost property, causing me to miss the last high-speed train and stay until late at night. He also refused to provide temporary accommodation compensation, and pushed all the responsibility to the guests. 2. Fraudulent behavior of the management of Home Inn Hongwu Road Branch: Manipulating room status to infringe on consumer rights 1) False room status information At 23:30 that night, the query on Ctrip/** showed "full room", but the front desk had clearly informed that "there are still rooms available"; at 00:30, the room status was refreshed again and many vacant rooms suddenly appeared, suspected of maliciously closing online channels to avoid bad reviews. 2) Second check-in discrimination When I checked in again in the early morning, the front desk claimed that "someone had just checked out", but the system showed many vacant rooms, which was suspected of treating consumers differently. 3. Hygiene hazards at Home Inn Hongwu Road: Falsification of linen replacement 1) Cleaning process violations My wallet was placed in the gap between the mattress and the bed frame on the window side, flush with the edge, and it would definitely be found when changing the sheets. When the security guard communicated with me at the time, he also swore: "It will definitely fall out when changing the linens. Now it is not, you just lost it somewhere else, it has nothing to do with us Home Inn." Finally, my wallet was found, proving that the sheets were not changed and cleaned as required on that day. 2) Hygiene management is out of control The room in question still had personal belongings of the previous guest under the witness of the police, indicating that the hotel did not implement the "one guest, one clean" standard. 4. Management loopholes at Home Inn Hongwu Road: Systematic service failure 1) Job coordination failure The front desk, security, and manager did not implement the basic process of "guest witness search", and finally put all the responsibility on the guest after finding the wallet. 2) Passive complaint handling The duty manager accused the guest of "hiding items" and "disturbing guests", which completely violated the service specifications of "Classification and Evaluation of Star Ratings of Tourist Hotels".

The environment is very average. The bed is even dirty and has holes. They didn't proactively tell us to change rooms or anything. I thought the brand Home Inn would be better, but it's very average. The bedsheets have holes, and there are no windows. It smells bad.