When I returned to my room in the evening, I discovered that GBP 1,150 and USD 200 were missing from the in-room safe.
I complained to the reception and they tried to downplay it asking me to wait until the next day with technicians and room service are in. They also kept trying to shift the blame on me asking whether I left it open, or given the code to someone, or if I had a guest over. I then called the police who attended the scene and confirmed there were visible signs of forced entry on the room door.
The reception staff were insisting the only was the safe can be open is with my code or a digital key that would reset the code which was there at the reception protected. I later notice on the safe there is a sticker hiding a physical override key. This key allows access to the safe without the guest’s code and without resetting it. When I mentioned the signs of forced entry to my room, both receptionist and hotel manager said, oh but it could've been from before, as if that was acceptable!
My follow-up messages have gone unanswered.
The lack of security measures on the guest floors (no CCTV), the confirmed forced entry, the safe’s undisclosed physical key access, and the hotel’s poor handling of the situation have left me deeply disappointed and feeling unsafe.
This was organised crime. The thieves I believe from hotel staff, had knowledge that I have cash in the safe, clearly through having access to the physical key.
