“A deeply disappointing experience, stolen package was only taken seriously after police involvement”
The room was clean and quiet, yet the hotel felt unsafe and poorly managed. A package worth about RMB 2,000 was handed over to the front desk and signed for, but it was stolen before I could pick it up. I spent almost two hours sifting through a chaotic stack of parcels to make sure I hadn’t missed it or grabbed the wrong one. What hurt most was the staff’s indifferent reaction after the theft: they avoided responsibility, claimed nothing could be done, and wouldn’t check additional CCTV footage even though it involved a guest’s property stolen inside the hotel. Only after I called the police did the hotel supply the CCTV footage, identify the culprit, locate the room number, and help recover the item in roughly 30 minutes. This showed they had the ability to help from the start but chose not to until the police intervened. As a guest at a five‑star hotel, I expected basic safety, accountability, and support, but I felt completely unsupported when I needed help most. Because of the hotel’s poor parcel handling, lack of responsibility, and cold, passive response, I couldn’t rest before a long international flight the next day. I stayed up all night dealing with the situation and the police investigation, only returning to my room around 7 a.m. I left exhausted, stressed, and physically unwell. This stay was extremely disappointing and unsafe; a five‑star hotel should protect its guests and take responsibility when something goes wrong, not leave the guest to handle everything alone.
Yue6 μήνες πριν