a traveler from Travelocity.com
on July 16, 2009
We had our room broken into. The safe ripped from the wall. The hotel staff did not want to call police. Would not reimburse us. We were told that there was insurance, but that it covered the contents of the safe. As the safe was stolen, they could not prove it was broken into so would not pay. We were made to feel like it was our fault. We told reception 2 times before they could even be bothered to come and look. After 2 days and talking to many staff about the problem the manager finally talked to me. If I was managing a hotel, I would be very concerned that there had been a robery. Not this manager, not this hotel. He told me with great certainty that it was impossible for someone to walk out carrying the safe, yet he could not produce the safe or the contents. Finally after the pomise of calling police several times, the police were finally called (2.5 days after the event). The cleaner even cleaned the crime scene after the robbery. What a terrible hotel and terrible management. Then as a token of apology (probably to stop me complaining) the manager offered a voucher for 2 days free accomodation. He told me I could collect it on checking out. When I picked up the voucher, adding insult to injury, it was only 1 day, not 2 days as promised. Never have I been treated like this. If you stay in this hotel, do not leave anything in your room, even in the safe. They magically vanish into thin air as "they cant get past the front door" according to the manager. I have since emailed multiple times to the head office for the chain, after several days, still no response. Disgusting.
©Travelocity.com LP 2000-2009