"I would strongly advise anyone considering staying at BCL Levante Lux to think twice.
We had been checked into the hotel for less than four hours when our apartment was burgled. After arriving at approximately 11:30am, the three of us checked in, left our luggage and personal belongings in our locked apartment and went to the beach. When we returned at around 6:30pm, we discovered that our apartment had been completely ransacked. Our bags and suitcases had been emptied and thrown across the room, and valuable items including a TAG Heuer watch, expensive jewellery, euros and an Apple Watch had been stolen.
What happened next was even more disappointing than the burglary itself.
We immediately reported the incident to reception, but instead of showing concern or offering support, we were told that nobody could have entered the room. We did not receive so much as an apology. The hotel refused to contact the police, leaving us to deal with everything ourselves.
When the police attended, they examined the apartment door and confirmed that the lock had been tampered with, taking photographs as evidence.
On the night of the burglary, we asked the hotel for an incident report and requested to be moved to another room because we no longer felt safe staying in the apartment. Both requests were refused.
With no support from the hotel, we contacted Booking.com, who advised they would speak with their security team and email us with alternative arrangements. No communication was ever received. Having nowhere else to turn, we had to pay approximately £1,100 for another hotel that same evening because we no longer felt safe staying at BCL Levante Lux.
The following morning, after obtaining a police report, we returned to the hotel and again requested an incident report. Once again, they refused to provide one. Instead, they handed us a government complaint form and advised us to submit it via the British Embassy.
No hotel can guarantee that crime will never happen, but every hotel can choose how it treats guests when something does. Unfortunately, BCL Levante Lux showed no empathy, no accountability and no genuine concern for our wellbeing. We were left to organise the police, find alternative accommodation and deal with the aftermath entirely on our own.
This was an incredibly distressing experience that ruined the start of our holiday. I would never stay here again and would not recommend this hotel to anyone."
