I arrived at the hotel during the morning. As it was early they could not assign me my room. As I had some meetings, they offered to keep my luggage at the hotel until my return. I was really happy for this service, but a little suprised as they didn't give me any ticket to claim may luggage back (I asked, they said it was normal not to give a ticket for it). At my return, on late afternoon, they did my check in, and gave me my suitcase. As soon as I entered my room, I realised that the lock of the suitcase was missing! I immediatly opened it and realized that all things inside were moved, and that an evelope in which I had some cash money was at the top of everything and opened. Well...the money was not there anymore.
What surprised me the most, was the hotel reaction when I told the manager about what happened. I asked for them to check the security cameras...and their reply was that they had to wait for some sort of authorization, and that it would take at least 10 days!! after that, they made me fill a report about the accident (in the form, they don't even ask for an email address...guess they already know that they will not assume any responsability). They made me call the police, who gave me a report number and nothing else. Told me they will contact me about the accident...but, after 15 days, no contact from them at all.
I am really disappointed about the procedures of the Holiday Inns, about the way they seem to be trained not to assume any responsability! I work in tourism in Colombia, and if something like this would happen to a hotel here, they would immediatly to everything possible to investigate and would assume responsability immediatly.
If they have staff that is able to open a guest luggage, knowing the hotel will not even check the security cameras and will not assume any responsability...well, I assume these things will happen again and again
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