"I would strongly recommend avoiding this hotel if you expect professional handling of guest property, responsible staff communication, or transparent customer service when problems arise.
I stayed at this hotel in December and accidentally left behind a backpack containing personal belongings. What should have been a simple lost property return process turned into months of delay and inconsistent communication.
After initially contacting the hotel, I was repeatedly told things such as “we will send the payment link tomorrow” and “sorry, we are currently dealing with the Christmas holiday period.” Communication would then stop for long periods of time, with messages often being ignored entirely.
In the end, it took nearly 3 months for the hotel to finally provide the payment link for shipment.
After I paid the hotel’s requested shipping fee, the situation became even more concerning.
The hotel did not immediately dispatch the parcel. On 30 March, after noticing the delay, I specifically emailed the hotel requesting tracking information. Communication then stopped completely.
I am now being told that the parcel was dispatched on 31 March — one day after I explicitly requested tracking details. However:
* no tracking number exists,
* no delivery confirmation exists,
* no verifiable shipment record has been provided,
* and the hotel stopped responding for nearly 20 days.
The hotel now argues that it bears no responsibility because the parcel was addressed under my name. But the entire shipment process was arranged and controlled by the hotel after payment was made to the hotel.
It is difficult to understand how a hotel can:
* accept payment for shipment,
* choose a non-trackable shipping method after tracking was specifically requested,
* provide no verifiable proof of shipment,
* disappear for weeks,
* and then attempt to place the entire responsibility onto the customer.
Even more concerning, during a phone call the front office manager acknowledged the hotel had mishandled the situation and stated compensation would be arranged, only for the hotel to later reverse position and send an email claiming no responsibility.
This experience has raised serious concerns about communication, accountability, and the handling of guest property."
