This is a revised review, to refute some of Edwin's (hotel manager) statements on Google review. Bits of my original write-up are in quotation marks. “Unfortunately, my wallet with all my cash, credit cards, cards were stolen. I am sure it’s housekeeping as I knew exactly where it was and we left without my wallet to get out for the day.... unknown to us, hidden in a storage is a safe. Some guests I spoke to say their safe didn’t work. It became a nightmare for us as we had to cancel all cards and had nothing else.”
Edwin’s response: Our safe deposit boxes in your rooms are 100 % fully functional, and upon check-in, guests are required to sign a registration form which clearly states that the hotel is not responsible for any lost belongings, as we provide safes in the rooms.
- I didn’t sign this form. I've asked you for them. You've failed to produce. The other guests I spoke to at the reception, told me their safes failed to work, probably futile even if I knew there was a safe.
Furthermore, our housekeeping staff, who have been with us for a long time, follow strict procedures to ensure guest belongings are not disturbed during room cleaning. It is also noteworthy that you reported the loss the day after it occurred, which seems unusual.
- You stated the day I reported my loss that there was a new trainee. This is a contradiction. You first stated that housekeeping said we walked in while they were cleaning, we refuted on the spot. You retracted your claim. Your statement that the report of theft is the next day and your insinuation that it is unusual, is interfering with ongoing police investigation. You didn’t reply to my text on the investigation updates. I found out about the theft the next day as we were out till late. It isn't you who delivers the final verdict.
It would take sufficient rummaging through my suitcase, where my bag containing my wallet, was placed. In my police reports, I indicated that there was no literature or staff explaining there’s a safe in the room.
I further wrote “Be sensible and take your honeymoon stay elsewhere. If you’re looking for a decent crashpad, this could work.”
Your response - Additionally, I would like to express regret that you did not stay as honeymooners but rather with your son. Your comments appeared to affect the perception of honeymoon staying with us. It is not appropriate to make such assumptions in your review.
- I did travel with my son. My review didn't state we were honeymooners. The rooms are dirty, old, crammed and full of ants. I’m at liberty to write what’s unsuitable for honeymooners, especially since I had a chat with a couple who complained about the decrepit room, and you moved to another room. I agreed when they stated that your hotel was unsuitable for honeymooners.
I was once a honeymooner. You have no jurisdiction over my opinions. Google doesn't have guidelines about it.
Moreover, you were hardly helpful nor empathetic after I reported the theft. I was travelling with my young son and vacated the room as it was check out time. I spent the next 2 hours cancelling all my credit cards, cards, reported the theft to authorities, called up the insurance company, called up the bank, in your presence at the reception area. At no point did you offer us a drink, words of comfort nor help. We had no cash, no digital cards for payment too. The only gracious act was you arranging a ride to the police station, when I asked. I also texted you after that the police asked for a bribe in return for the report. Where is your empathy?
I didn’t ask for a refund, nor raise a ruckus when I was dead sure it was housekeeping. I wrote the whole episode off as a case of bad luck, determined to have a decent holiday and borrowed credit card numbers from loved ones and here you are – slinging mud at me, casting doubts that the theft of my wallet was “unusual”. I have also lodged a police report in my country when I returned, as a testament to my surety that my wallet was stolen in the room by staff with key access. Are you even human?
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