"I stayed at this hotel in December for New Years and had such a wonderful time and was treated so well that I decided to return for my trip in May. I typically seek out Belmond hotels due to their consistency in providing a 5 star experience. Unfortunately that was not the case this time.
I booked with Fine Hotels Amex Platinum and upon arrival the early check in was not ready. The upgrade (which was provided last time) was not given, and the Amex perks were not mentioned either (free breakfast, F&B credit, etc). This time, there was no amenity in the room either which I was a little surprised about. But, no big deal, I thought, it is what it is. I had just landed from an 8 hour flight and wanted to change so I was offered a bathroom downstairs to freshen up because there was nowhere else they could offer me apparently. It was quite awkward and basically impossible to do anything other than change. I did my best and headed out for the day.
Once I was finally able to get into my room, I unpacked, showered and left my 9 bracelets on my bathroom sink while I went downstairs to the hotel restaurant to meet my 2 friends for dinner.
During that 90 minute window, upon my return, I noticed room service had turned down the bedroom. All of my belongings in my bathroom had been moved and I saw that there were only 6 bracelets in the bathroom. I realized the 2 most expensive ones (one with diamonds, one with a gemstone) were gone. I alerted the staff immediately about everything that unfolded and was told an “investigation” was going to take place. Fast forward to the next day and I came back to my bedroom to find my 3 bracelets (I had not noticed that a third one was taken!) were neatly placed back in my bathroom. I quickly called the front desk and asked for an update and the gentleman said he was the night crew and did not have any info. I went to the front desk the next morning and was told “that housekeeping had found them”. That was it. No explanation, no apology, no explanation of course of action taken, nothing. I thought okay, maybe a manager would later contact me privately. But nothing.
I figured maybe the hotel did not want to admit to anything but would address the situation at check out or offer some sort of compensation, but alas, nothing. It was as if nothing had happened, and that this was an acceptable scenario to occur at a 5 star hotel. You would think maybe a sorry note, a bottle of wine, a comped evening, SOMETHING would have been done. Especially considering I was a returning guest, a loyal Belmond customer (Costa Rica 2x, London 2x, Maroma 2x, South Africa, etc) or simply a guest who spent a buttload of money to stay here. I wonder if anyone who was working during my stay ever thought if they were in my shoes, as a guest, how they would feel if this is the experience they had. When I told family and friends as it was all unfolding, they were all in disbelief.
I want to note that everyone at the restaurant was wonderful again. Chandra, especially was super welcoming again. Another server and the chef (thank you for my crepes, chef) also deserve a special mention.
They also need to work on the shutters in the room. They do not close properly all the way so at 6 AM every morning, you have sunshine coming in and you are wide awake with no way to make the room completely dark, unlike the other room I had previously stayed at with the black out curtains.
I extended my stay in London and left for the Six Senses and already have been made to feel like a queen. Belmond, you must do better. This experience was not it."
