"The hotel itself is beautiful, and initially we had everything we needed. Unfortunately, what should have been a special stay to celebrate my partner’s birthday was completely overshadowed by the way the hotel handled a very serious issue.
On our first day, we went shopping and purchased several items. When we returned to our room, we placed the shopping bag, full of new clothes, next to our suitcase. The following day, we went out to enjoy ourselves and came back to discover that the shopping bag had completely disappeared from our room.
We immediately reported this to reception, who informed us that the only people to have entered our room were ourselves and housekeeping. The housekeeping manager came to our room while we explained exactly where the bag had been left and even searched the room herself to rule out the possibility that it had simply been moved. Unsurprisingly, the bag was nowhere to be found.
We were then told we had to wait until the following day to speak to someone who could deal with the matter. When we did, the manager confirmed that the CCTV showed us entering the hotel with the shopping bag but never leaving with it. We also provided evidence of the purchases, including bank transactions, with the only exception being the items we had paid for in cash. Despite all of this evidence, he refused to accept any responsibility on the hotel’s behalf and seemed to expect us to simply accept that our belongings had vanished.
After repeatedly expressing our concerns that this appeared to be theft, he eventually agreed that if we returned to the shop and obtained proof of the cash purchases, the hotel would reimburse us for everything that had been stolen and, as a goodwill gesture, refund one night’s stay. We felt this was a fair resolution and went out of our way to return to the shop to obtain the receipt.
However, when we came back with exactly what he had asked for, he completely changed his position. We were suddenly told we could either receive reimbursement for the stolen clothes or a refund for one night’s stay—not both, despite what had previously been agreed. It felt dishonest and incredibly unfair.
I am absolutely shocked and disgusted by how this situation was handled. Having personal belongings disappear from a hotel room is bad enough, but being met with denial, a lack of accountability, and broken promises made the experience even worse. What was meant to be a memorable birthday celebration for my partner ended in disappointment and frustration. I would strongly urge anyone staying here to think twice before leaving valuables in their room, as our experience has left us with very little confidence in the hotel’s security or customer service."
