daley462
Couples · July 20252/10
On the last evening of our stay, someone entered our room while we were out and stole $200 in cash and 2 debit cards. At first we thought it had only been cash from one of our backpacks, but we’ve jus...On the last evening of our stay, someone entered our room while we were out and stole $200 in cash and 2 debit cards. At first we thought it had only been cash from one of our backpacks, but we’ve just discovered after checking out that they went through our other luggage as well.
During that evening, we had gone out to grab Gelato around 11pm, after having a quick chat with the receptionist about our evening plans. The next morning, while packing to check out, we discovered that several hundred dollars were missing from my backpack, and several items were in disarray. My badge was in a different pocket than where I keep it, despite never having removed it the entire trip. Several credit cards were also in a different pocket than my wallet. And the cash that remained (2 $20 bills) were stuffed messily in my money clip, where the 2 $100 bills were now missing. It was quickly clear to us that someone had accessed my bag and taken the cash, despite both my bag and the cash having never left the hotel room during our entire stay. Our other bag with the missing debit cards also never left the room during our entire stay. We had organized our luggage earlier that night, during which I confirmed how much cash I had, as well as the placement of my items, so there was no question that someone else had entered and rummaged through our stuff, and stole the cash and cards.
That next morning, we went to the front desk to check out and report the theft. The front desk manager was initially helpful and alerted the hotel general manager to check the footage from the security camera on that floor. However, within 10 minutes, they told me no one had accessed the room and were convinced I had lost the money or been pick-pocketed while out, despite me explaining I had never taken that backpack or cash outside the room the entire stay, and that it had been there earlier in the day.
I eventually was able to view the footage with the general manager for that floor in the time after we had left the room. In the footage, less than 2 minutes after we left the building, a porter came out of the stairwell and went directly to the corner of the floor where the room was located, before disappearing and reappearing in the hallway after 3 minutes and walking directly back to the stairwell. Because of the angle of the camera, it’s impossible to see the actual entrance of our room, so the manager argued that he was doing nightly room checks and had entered the small corridor in that same corner, not our room.
However, thinking more on this now, this doesn’t make sense for several reasons. Firstly, the man walks directly from the stairwell to that corner, before disappearing and walking straight back to the stairwell. There were several other rooms in the hallway which are visible on the camera, and the man did not stop to check any of those rooms. Secondly, that corridor is quite small, it should not have taken him as long as it did to simply check the rooms. Lastly, the front desk manager had told us that all employees apart from the receptionist leave the hotel by 10pm, so it doesn’t make sense that a porter should be doing room checks past 11pm. Ultimately, it seems likely our room was an easy target due to being out of view of the camera, and it seems the managers chose to save face rather than take the allegation seriously. Even after seeing this footage, they continued to argue we lost the money ourselves and pin the blame on us. We ultimately gave up and called our taxi to the airport.
It’s truly a shame because until this incident, we had been having a mostly great stay - the restaurant’s food was quite solid and the staff were pretty friendly. The rooms were nice although a bit small. It’s just unfortunate, not only the theft that occurred, but also the attitude with how it was handled, without any proper investigation. I almost wish I had stayed behind to file a police report rather than taxi to the airport for our flight.
As a top-tier Globalist elite member with Hyatt, parent company for Mr. and Mrs. Smith, I will luckily be able to escalate this through the necessary corporate channels and my direct contacts. Ultimately the amount stolen, just $200 and 2 cards, aren’t the biggest issue. Rather the condescending nature that this was handled, refusal to investigate further, and presumption of blame placed on us, were what really left a poor taste in our mouths. We don’t care for the $200 to be returned - we spent 5x that on our 3 night stay. We just want some accountability and responsibility to be taken, rather than to be dismissed without a second thought.Show More
