Lost Luggage

Two of our guests, had their luggage lost on the airline they flew. They asked many times at the concierge if we had any information about their suitcases. Unfortunately they didn’t arrive on the time and date they were supposed to arrived.



One of the suitcases had all the material they needed for a meeting next day at 7 am!. Being 10pm there was not much we could do, but calling the airline. They explained that they were retained by the customs, and that the guests could try going there to have them released. The guests were scared since they didn’t speak any Portuguese.

 That’s why, after my work shift, I went with them to the airport. We were able to explain the situation to the airline properly and I helped them filling all the forms. The suitcases were not released, but on the way back I helped them re scheduling all the meetings for the following day.





Our guests couldn’t be happier or more satisfied with the concierge service at the Hilton São Paulo Morumbi!



Sent by Mariana Heise, Concierge Team, Hilton São Paulo Morumbi.