"We booked a 3-night stay at Delta Hotels by Marriott Edinburgh expecting a relaxing family break during the summer holidays. Instead, it turned into one of the most stressful and upsetting experiences we have ever faced.
On the morning of 1 August, while having breakfast in the hotel restaurant, our backpack containing important personal documents, valuables, and other belongings was snatched and stolen in front of guests. Two intruders entered the premises, grabbed the bag, and ran out through a fire exit before escaping in a waiting vehicle. We immediately chased them, but they managed to get into the car and flee the scene.
What is deeply concerning is that this was not a minor incident. It was a major security breach that took place within the hotel. There was a member of staff at the breakfast entrance recording guests' names and room numbers, yet somehow two outsiders were able to enter, commit a theft, and escape. Despite the seriousness of the incident, the hotel has been unable or unwilling to explain how these individuals gained access.
We provided the hotel with the exact time of the theft and asked them to review the CCTV footage and confirm how the intruders entered the building. To our astonishment, we were told that the hotel was extremely busy and that they did not have the time to confirm this. We were not asking for anything unreasonable. We were asking the hotel to investigate a theft that occurred on their premises and help establish how the perpetrators gained access to a guest area.
The theft resulted in the loss of our valuables and important documents, causing significant financial loss, inconvenience, and emotional distress. At a time when we needed support, understanding, and reassurance, we found the response from the hotel authorities to be disappointing and uncooperative. Rather than acknowledging the seriousness of the situation, we felt that our concerns were being brushed aside.
One member of the reception team was particularly rude, dismissive, and arrogant in her attitude towards us. Instead of showing empathy towards a family that had just been the victim of a crime, we were made to feel as though we were causing an inconvenience by asking legitimate questions about security and the hotel's response.
We also contacted Marriott Customer Service to escalate the matter. Unfortunately, the response was equally disappointing. We received a generic and lethargic response stating that they would look into the matter. Despite the incident taking place on 1 August, and despite repeated efforts to seek answers, we have still not received any meaningful response, update, explanation, or resolution.
The emotional impact on our family has been significant. We were travelling with young children, and our 5-year-old son has been particularly affected. He was terrified by what happened and continues to be anxious and fearful when going out. What should have been a happy family holiday has left him frightened and deeply upset.
For a hotel operating under the Marriott brand, this level of security failure, lack of accountability, poor communication, and absence of customer care is simply unacceptable. We expected far better from a global hotel chain.
If you are travelling with family, especially young children, I would strongly encourage you to think carefully before booking this hotel. Unfortunately, our experience has left us with very little confidence in the hotel's ability to protect its guests or handle serious incidents professionally."
