“Sicherheitsvorfall”
The only thing that worked here was how clean everything was – thanks to the cleaning crew. The security incident at checkout was awful: my phone was on the reception desk while I paid and a staff member handed it to a stranger who then left the hotel right in front of security. When we asked repeatedly, they first denied knowing anything and claimed they hadn’t seen a phone. Luckily we tracked it with “Find my Device” from another phone and proved it was no longer on the premises. Only after that proof and our repeated insistence that we would call the police – while the staff repeatedly refused to give us the emergency number – did the manager step in. He suddenly knew whom to call to resolve the issue. A person returned, claiming the phone had been handed to him by reception and that he hadn’t noticed it was someone else’s property (my phone is mint‑green, in a clear case with a card that had my female name on it!). The most alarming points were: repeated denial despite clear evidence, actively silencing the ringing of the located phone, and refusing to provide police support or information. Regardless of intent, this is a serious security lapse. On top of that, the day before we already experienced unprofessional behavior: we booked with breakfast included, but were told on arrival that only one breakfast was included (something we’ve never seen before) and we’d have to pay an extra 7,000 RWF. In the evening we waited 2.5 hours in the restaurant for a simple dish, even though we were the only guests. There were constant excuses, like the kitchen being too small.
Jessicaمنذ 8 أشهر