Starwood Preferred Guest - Westin Palace Madrid: Beware of thieves!

Just wanted to give people a heads up about this property (Westin Palace Madrid), as it appears the staff helped themselves to our cash during our stay and I'm pretty sure they had been casing us since check-in.

After a long flight from California, my companion and I arrived in Madrid and went straight to the Westin Palace. We got our room, and immediately showered together. While showering, I heard the door attempting to be opened; but we had deadbolted it so I heard the bang of the deadbolt. There may have been a knock that I couldn't hear over the shower, so I thought nothing of it. 10 minutes later my companion left to go grab some food and run some errands. I took this time to lay down and attempt a nap. Several minutes into my nap I was awoken by a knock at the door. A lady that worked for the hotel was there, and upon answering she said 'Oh nevermind, I'll come back later'. I thought this a bit odd; why come to my door if you didn't really want anything - it was way too early for turn down service... but I didn't harp on it (unfortunately). After being awoken from my nap, I couldn't go back to sleep so I decided to go upstairs to look at the gym facilities. Naively, I left my wallet sitting on the table and only took my key card. I returned no more than 10 minutes later, and sure enough the 100 Euros that had been sticking out of my wallet was missing, along with 150-200 US $'s that were atop of my companions suitcase. Given the short amount of time I was away from the room, and the numerous attempts by the staff to enter the room, I can only conclude that we had been marked as prime targets and monitored accordingly. I suspect the initial entry attempt was to see if we were in the room, and the 2nd attempt happened because my companion was seen leaving the room and they weren't sure if it was empty, then the 3rd attempt once I was seen leaving the room as well....

A call to security proved meaningless; they suggested the money possibly flew out the window; the window that had never been opened and was across the room from both the wallet and the suitcase. But they said they'd check the card keys of their employees with the entry log of the door and get back to me. 2 days later before checking out, I asked the front desk if security was going to get back to me. I was told that they already had. After insisting that they hadn't, I asked for the hotel manager (not because I thought I'd actually ever see the $ again, but more to see if I should make a police report in hopes of preventing this in the future). The hotel manager didn't have any information from security, and instructed that a police report would be useless because his staff has worked at the hotel for years and wouldn't take my money. He suggested my companion may have taken it....

Nice... be careful if you stay here. I was amazed this sort of treatment would occur at a hotel of this caliber, but I suppose you just always have to keep your guard up.

On a positive note, I am glad they had the courtesy to just take the cash and leave the wallet. While my passport and my larger stack of cash were locked in the safe, losing my credit cards wouldn't have been fun, seeing as how this occured within the first 2 hours of a 2 week European vacation.

Sorry this happened. Why would you have cash laying about the room? Thats a travelers basic NO-NO. We've had several situations like this on FT. NEVER leave cash or valuables out even if you're in the room. As you see it only takes a minute for something to happen.

Call customer service this very instant and file a police report with the local precinct.

and file a police report with the local precinct.

Cheap took the words out of my mouth. I can't imagine how horrible this would be to have happen anywhere -- nevermind at the beginning of a long-anticipated vacation. Sorry the OP had to go through it.

I think it's vital that you be in touch at once with the local police for the purposes of documenting the event and involving hotel management. If, as you report, there were numerous knocks at your door and you're suspecting that hotel employees may have been involved in the theft, you need to get this info to the local police.

If for no other reason to get the hotel to reconsider its current policies.

Yes, while true you made a mistake, you acknowleged it.

I thought this was going to be another diatribe about how the hotel was responsible, yada, yada, yada -- and it wasn't.

The instances that you relate from security to the manager are offensive. I would contact Starwood and complain. Moreover, since they first concoted a story about money going out the window,then that they would check the security cards which was apparently not done since they never got back to you, and then the Manager is "supposedly" in the dark as to the incident, and then the final insult of his suggesting that your companion took it -- that it ENOUGH!

A hotel may not be responsible for thefts ... that is debateable and dependent on the facts of the situation. However, in this instance, it seems to me that the hotel has purposely put its head in the sand --- perhaps because contrary to the manager's assertions, this thing has happened before.

I would demand information from SPG whether reports of theft have happened before at this hotel -- and what was done about them.

Good luck and let us know what happens.

One final question though. I assume that you actually went to the door and saw a hotel staff person, right? Because if you just acknowledged your presence without opening the door, it could very well have been someone who gained entrance to your room from the outside and not a hotel employee.

...I would demand information from SPG whether reports of theft have happened before at this hotel -- and what was done about them...

It seems highly unlikely that the frequent stay program for Starwood Hotels & Resorts Worldwide would have access to such information.

That being said, I would definitely file a police report and then contact Corporate Customer Service to let them know what happened.

Best regards,

William R. Sanders
Online Guest Feedback Coordinator
Starwood Hotels & Resorts Worldwide

guest.forum@starwoodhotels.com

It seems highly unlikely that the frequent stay program for Starwood Hotels & Resorts Worldwide would have access to such information.

That being said, I would definitely file a police report and then contact Corporate Customer Service to let them know what happened.

Best regards,

William R. Sanders
Online Guest Feedback Coordinator
Starwood Hotels & Resorts Worldwide

guest.forum@starwoodhotels.com



That's what I meant. Corporate Customer Service should investigate and even if they don't have knowledge of prior thefts, I am confident that this is not the first time that complaints have been lodged against this hotel -- what those were are likely telling.

Actually, I previously stayed at the Westin Madrid for 5 nights. No problems whatsoever, other than not getting a suite upgrade :mad:, but that's another story. ;)

You were definitely savy in putting the majority of your valuables in the safe. This could have been a horrendous story otherwise. I think this story just brings it home just how careful a traveler must be even in the comforts of a luxury hotel.

I would also add that if you have new purchases such as clothes, cosmetics, etc..., you should consider keeping this locked in your suitcase. I've learned my lesson ages ago when a staff member at the Four Points Miami took new cosmetics/perfume from my wife's suitcase. Once stolen from your hotel room, most hotels will assume no responsibility. Always lock up anything of value.

I would also add that if you have new purchases such as clothes, cosmetics, etc..., you should consider keeping this locked in your suitcase. I've learned my lesson ages ago when a staff member at the Four Points Miami took new cosmetics/perfume from my wife's suitcase. Once stolen from your hotel room, most hotels will assume no responsibility. Always lock up anything of value.

This likely is covered by a premium credit card if you still have the receipts.

Our hiking boots were stolen by a cab driver in Istanbul and we were reimbursed for them by AMEX. Admittedly this was 10 years ago, though.

This likely is covered by a premium credit card if you still have the receipts.

Our hiking boots were stolen by a cab driver in Istanbul and we were reimbursed for them by AMEX. Admittedly this was 10 years ago, though.

Excellent advice as I always forget about credit card coverage for lost/stolen purchases but this was a long time ago. I've only used this coverage once in my lifetime but I also had to file a police report and for this particular issue at 4 points Miami, we actually didn't realize the cosmetics / perfume were missing until arriving home. This was before the days of TSA requiring all suitcases to be open for possible check so it wasn't the airline security personnel. Good to be reminded about the credit card coverage. Starwood Amex still provide this?

Doesn't make me happy...I have three upcoming nights in Oct! :eek:

<snip>If for no other reason to get the hotel to reconsider its current policies.

"Reconsider it's current policies" related to what? Somehow I kind of doubt the Westin Madrid Palace has an official policy supporting the casing and theft of it's customers... :confused:

Very sorry with what happened to the OP. I agree with another poster; I expected a diatribe, but the OP is pretty of matter a fact about the situation; it is what it is.

Having said that, I remain completely perplexed at how careless people seem to be in hotel rooms with valuable items. I'm just dumbfounded by this. Generally speaking, it is place you are "renting" to sleep in unfamiliar cities/countries. That's it. It is not your house...

Regards

Doesn't make me happy...I have three upcoming nights in Oct! :eek:

Err... put your crap in the safe rather than out on the table. That should help.

Regards

. . . This could have been a horrendous story otherwise. I think this story just brings it home just how careful a traveler must be even in the comforts of a luxury hotel.

That is really worth some thought.

While I hope that I would not have left my wallet and money out in such plain view (no offense to the OP intended -- it's easy to do otherwise dumb things when battling a many-hour time change), I know I tend to be lax about appropriately guarding my valuables in luxury properties like this.

What a drag. :(

Err... put your crap in the safe rather than out on the table. That should help.

Regards

I was just bummed hearing about the OP...that's all...but I do appreciate the sarcasm:D

Excellent advice as I always forget about credit card coverage for lost/stolen purchases but this was a long time ago. I've only used this coverage once in my lifetime but I also had to file a police report and for this particular issue at 4 points Miami, we actually didn't realize the cosmetics / perfume were missing until arriving home. This was before the days of TSA requiring all suitcases to be open for possible check so it wasn't the airline security personnel. Good to be reminded about the credit card coverage. Starwood Amex still provide this?

Back then, my wife had a Gold AMEX and you are correct, you need a police report. That was a story in itself, having to go to 3 differenet police stations until finally directed to the correct one and then once my wife got there she encountered a scene right out of Midnight Express with big Turkish police officers smoking constantly and typing the report with carbon paper. But what really got to her was when they asked her occupation and she replied attorney, they all burst out laughing!

Now, admittedly, like the Gold coverage which was 10 years ago and I have no idea whether AMEX still does that, I am confident that they now use computers in the police station and/or xerox machines. To be sure, although these officers were ignorant brutes, we unresevedly had generally wonderful interactions with the Turkish people on the rest of our trip. :)

Doesn't make me happy...I have three upcoming nights in Oct! :eek:

It appears that Spain and Italy have a problem with street and other crime. Coming from the NYC area, we have been forced to be a bit proactive in anticipating these things.

Doesn't make me happy...I have three upcoming nights in Oct! :eek:

Don't worry- stuff like this can happen anywhere. This is a fabulous hotel- I'm sure you will enjoy your stay. Just lock any valuables when you leave the room and you won't have any issues.

PS Everyone should do this no matter where you stay in the world

"Reconsider it's current policies" related to what? Somehow I kind of doubt the Westin Madrid Palace has an official policy supporting the casing and theft of it's customers... :confused:


A well run hotel can have exceptional security policies that most guests would never consider. The simplest of which include electronic room card usage histories that would clearly show who had entered the room after the guest checked in. If the OP states that it was shortly after check in that the room was entered, a solid security system can determine which card was used for entry. A solid hotel security team would then isolate that employee or employees at once and search for unusually high amounts of currency.

I've seen this very scenario play out before and, as a guest, I'm comforted to know that some hotels are willing to maintain such levels of security for their guests.

I'll also add that a substantial percentage of high end hotels have entry and exit security checks when employees enter and leave the hotel for work. This includes purse checks, bag checks, etc. When a guest reports a stolen ipod or laptop or whatever, these checks are in place to let employees know that their bags will be checked every single day, without exception.

That's what I meant by reconsider their security policies.

Sorry to hear of the incident.

The hotel is a fantastic one. What a pity it was marred by the unfortunate experience.

Personally, the fact that security / hotel manager did not follow up appropriately is a big no-no. I would most certainly pursue this with SPF Corporate and demand a response.

We stayed there in April. My adult daughter left her passport and purse in a taxi the night before we were to leave. We contacted security. They did a great job! They told us to report it at the Police station down the street and they contacted Iberia in advance for us. While that part of the experience was unsettling to say the least, the good news is that upon arrival at the airport (early in the morning). The Iberia rep knew all about it. He walked us through check in and security (he even had my daughter's passport pic on his blackberry). He got us out of the country and on the flight without incident. My daughter never got her passport back but at least she got out of the country efficiently and was able to get back to her job on time. It was the Westin security officer that made all this possible.

Back then, my wife had a Gold AMEX and you are correct, you need a police report. That was a story in itself, having to go to 3 differenet police stations until finally directed to the correct one and then once my wife got there she encountered a scene right out of Midnight Express with big Turkish police officers smoking constantly and typing the report with carbon paper. But what really got to her was when they asked her occupation and she replied attorney, they all burst out laughing!

Now, admittedly, like the Gold coverage which was 10 years ago and I have no idea whether AMEX still does that, I am confident that they now use computers in the police station and/or xerox machines. To be sure, although these officers were ignorant brutes, we unresevedly had generally wonderful interactions with the Turkish people on the rest of our trip. :)

A few years ago I gave a camera as a gift to a friend who was traveling to Mexico City. While having breakfast at her hotel (not a Starwood), the camera was stolen from her table. I had paid for the camera with the Starwood AMEX and the card reimbursed the full purchase amount with only minimal bureaucracy. My friend had made a police report, so I had it to supply to AMEX.

I remembered this thread today and was wondering what ever became of your situation? (I guess I am particularly intolerant of behavior like this and want to know that something was done about it...my faith in karma is waning these days :()

I'd had something stolen from my room once, a gold bracelet in Orlando, Hampton Inn, I believe. I know it was a mistake to leave it out, but that doesn't excuse the behavior or give license to thievery. Another time, I'd bought a bunch of CD's during a long stay and set them on the table and forgot about them. On a whim, I checked all over the room before checking out and found my forgotten CD's under the bed. I suppose housekeeping kicked them under there in the hopes that I'd forget them and then collect them after I'd left, since I sure as hell wouldn't put them on the floor, let alone under the bed. Suffice it to stay, the room "sweep" is now a regular part of our checkout routine. :rolleyes:

Phatty, was it resolved or addressed? I don't need details, just curious if anything was done.