Theft of valuables by hotel employee from in-room safe, what now?
Jul 2, 2015, 3:40 pm
#61
Join Date: Aug 2008
Location: Somewhere in Florida
Posts: 2,622
As others have mentioned, generally in the United States hotels aren't responsible for items left in the room, including in-room safes. The same is NOT true for front desk safe deposit boxes -- the hotels ARE liable for these and they'll have similar procedures in place as most banks do, requiring IDs, signing in & out, etc.
I brought a few vintage watches to NYC for repair on my last trip and immediately stored them in the hotel's front desk safe deposit box upon arrival and didn't remove them until the driver was waiting out front to take me to the repair shop.
I'm glad the OP's situation worked out reasonably amicably -- I'd still prefer to have my stuff rather than cash, but at least he's getting some solution out of it.
But as a word to the wise, only the front desk's safe deposit is safe...and guaranteed.
I brought a few vintage watches to NYC for repair on my last trip and immediately stored them in the hotel's front desk safe deposit box upon arrival and didn't remove them until the driver was waiting out front to take me to the repair shop.
I'm glad the OP's situation worked out reasonably amicably -- I'd still prefer to have my stuff rather than cash, but at least he's getting some solution out of it.
But as a word to the wise, only the front desk's safe deposit is safe...and guaranteed.
Jul 2, 2015, 3:47 pm
#62
Join Date: Nov 2005
Posts: 33
Use the hotel vault and forget the room vault
Well, I have read through all of the posts so far looking for the obvious answer, and no one has come up with it! Moral of this story is to use the hotel safe! If you have enough time to spend at the end of your trip when time is short to instigate a police investigation, you most certainly have time to put your valuables in the hotel safe and take it as needed.
Jul 2, 2015, 4:21 pm
#63
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Let me get this straight. We have thread after thread here where people are discussing compensation from a hotel for minor inconveniences, like "the front desk called my room at 3 a.m. and woke me up," "the maintenance department opened my door and said 'sorry' and closed the door," "the front desk girl gave me attitude," etc. Then discussions ensue about how many points and/or free nights this should be worth.
Now we have someone who was the victim of a serious crime, perpetrated by a hotel employee who violated the guest's privacy and who not only entered the guest's room but opened a locked safe containing the guest's most personal documents and valuables, and stole some of them, causing distress and great inconvenience to the guest, and all anyone here can say is "You're lucky you got your cash back, why would you ask for anything else?"
I think this is the sort of situation where the hotel should be proactive and not just have offered the money back with an apology, but also offered a free weekend or points or something like that.
Now we have someone who was the victim of a serious crime, perpetrated by a hotel employee who violated the guest's privacy and who not only entered the guest's room but opened a locked safe containing the guest's most personal documents and valuables, and stole some of them, causing distress and great inconvenience to the guest, and all anyone here can say is "You're lucky you got your cash back, why would you ask for anything else?"
I think this is the sort of situation where the hotel should be proactive and not just have offered the money back with an apology, but also offered a free weekend or points or something like that.
Jul 2, 2015, 4:32 pm
#64
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Dear all,
Some time ago I checked into a very well known luxury brand hotel for a couple of nights.
When checking in I stored all my valuables in the safety deposit box in the room and made sure it was locked.
After that I didn't pay much attention to my belongings until I checked out.
When I was packing my stuff and took my belongings from the safety deposit box I noticed a part of the money was missing.
The person who stole my money didn't take everything hoping that he/she would get away with it without me noticing. You know how it goes... You're always short of time when checking out...
Unfortunately I noticed and immediately I called the hotel management who sent the security staff to my room. They started asking me all kinds of questions and I just felt that they didn't really believe me... (I would probably also have strong doubts about it, surely they had cases of opportunists claiming the same).
Being persistent about my story they offered to call the police and I didn't hesitate to accept the offer although it meant I would get into serious time trouble... 15 minutes later the police arrived, asked me some questions and invited me to go to the police station which I did. The amount of money that was stolen was enough for the police to open up a criminal investigation. I told them my story, told them the safety deposit box was locked for 100% and how I discovered the theft and signed my declaration.
After that the police drove me back to the hotel, I checked out and rushed to the airport where I arrived with less then 15 minutes of check-in time remaining.
When the police dropped me of I did noticed that they brought some investigation materials and my declaration also gave them the opportunity to have a look at the CCTV surveillance tapes...
End of story? Surprisingly not...
A week later I received an email from the hotel management saying that they will take full responsibility, that the police solved the case and caught the thief (someone from their staff members) and that they will pay me back all the stolen money which they did in the meantime.
Until to date I kept this case very discreet, didn't blow a whistle on any social media channel and tried to peacefully settle this with the hotel group.
My question? What can I do in this case, what are my rights? Do I have any?
I know this thing is going to haunt me for some time especially when storing valuables in the room.
Would like to know the opinion of my fellow travellers.
Thank you.
Some time ago I checked into a very well known luxury brand hotel for a couple of nights.
When checking in I stored all my valuables in the safety deposit box in the room and made sure it was locked.
After that I didn't pay much attention to my belongings until I checked out.
When I was packing my stuff and took my belongings from the safety deposit box I noticed a part of the money was missing.
The person who stole my money didn't take everything hoping that he/she would get away with it without me noticing. You know how it goes... You're always short of time when checking out...
Unfortunately I noticed and immediately I called the hotel management who sent the security staff to my room. They started asking me all kinds of questions and I just felt that they didn't really believe me... (I would probably also have strong doubts about it, surely they had cases of opportunists claiming the same).
Being persistent about my story they offered to call the police and I didn't hesitate to accept the offer although it meant I would get into serious time trouble... 15 minutes later the police arrived, asked me some questions and invited me to go to the police station which I did. The amount of money that was stolen was enough for the police to open up a criminal investigation. I told them my story, told them the safety deposit box was locked for 100% and how I discovered the theft and signed my declaration.
After that the police drove me back to the hotel, I checked out and rushed to the airport where I arrived with less then 15 minutes of check-in time remaining.
When the police dropped me of I did noticed that they brought some investigation materials and my declaration also gave them the opportunity to have a look at the CCTV surveillance tapes...
End of story? Surprisingly not...
A week later I received an email from the hotel management saying that they will take full responsibility, that the police solved the case and caught the thief (someone from their staff members) and that they will pay me back all the stolen money which they did in the meantime.
Until to date I kept this case very discreet, didn't blow a whistle on any social media channel and tried to peacefully settle this with the hotel group.
My question? What can I do in this case, what are my rights? Do I have any?
I know this thing is going to haunt me for some time especially when storing valuables in the room.
Would like to know the opinion of my fellow travellers.
Thank you.
Jul 2, 2015, 4:38 pm
#65
Join Date: Nov 2012
Location: PBI/FLL/MIA
Programs: DL DM/2MM, MR Ambassador, National EE
Posts: 1,614
Let me get this straight. We have thread after thread here where people are discussing compensation from a hotel for minor inconveniences, like "the front desk called my room at 3 a.m. and woke me up," "the maintenance department opened my door and said 'sorry' and closed the door," "the front desk girl gave me attitude," etc. Then discussions ensue about how many points and/or free nights this should be worth.
Now we have someone who was the victim of a serious crime, perpetrated by a hotel employee who violated the guest's privacy and who not only entered the guest's room but opened a locked safe containing the guest's most personal documents and valuables, and stole some of them, causing distress and great inconvenience to the guest, and all anyone here can say is "You're lucky you got your cash back, why would you ask for anything else?"
I think this is the sort of situation where the hotel should be proactive and not just have offered the money back with an apology, but also offered a free weekend or points or something like that.
Now we have someone who was the victim of a serious crime, perpetrated by a hotel employee who violated the guest's privacy and who not only entered the guest's room but opened a locked safe containing the guest's most personal documents and valuables, and stole some of them, causing distress and great inconvenience to the guest, and all anyone here can say is "You're lucky you got your cash back, why would you ask for anything else?"
I think this is the sort of situation where the hotel should be proactive and not just have offered the money back with an apology, but also offered a free weekend or points or something like that.
Jul 2, 2015, 4:47 pm
#66
Join Date: Aug 2008
Location: Somewhere in Florida
Posts: 2,622
I agree he's damn lucky, but if I were the hotel upon confirming the theft was indeed by an employee/contractor I'd be falling over myself to make it right...and comp'ing the room at the very least.
Jul 2, 2015, 4:57 pm
#67
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Mike
Jul 2, 2015, 5:05 pm
#68
Join Date: Dec 2009
Programs: AA, Amex, Delta, Northwest
Posts: 6
I don't have enough information to express my opinion. A lot would depend on how much grief the hotel gave you before referring you to the police and to a lesser extent the level of customer status with that hotel group you hold. Most important, I would want to know how the police were able to solve the case. If it was simply looking at the hotel's own security system (a real privacy question for me, but that's another story) and it is something the hotel could have done on its own, then I would expose the hotel for its poor handling and/or seek compensation for my time and trouble.
Jul 2, 2015, 5:14 pm
#70
Join Date: Nov 2012
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Posts: 1,614
No, I think there's another issue here at play -- we expect hotels to hire reputable staff. You wouldn't welcome a housekeeper or nanny into your home without doing some vetting first. We expect the hotels to do the same. Obviously they can't control everything, but it's their employee and you have a contract with the hotel to provide safe accommodation.
I agree he's damn lucky, but if I were the hotel upon confirming the theft was indeed by an employee/contractor I'd be falling over myself to make it right...and comp'ing the room at the very least.
I agree he's damn lucky, but if I were the hotel upon confirming the theft was indeed by an employee/contractor I'd be falling over myself to make it right...and comp'ing the room at the very least.
Jul 2, 2015, 5:21 pm
#71
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Yes, OP was very lucky the funds were returned (not saying they were recovered, that's between the hotel and thief). One does presume in-room safes are safe, but just like front door locks, they keep your neighbor out. If someone wants in, they will get in. Even a locked suitcase is very vulnerable. See:
Best bet, don't make it obvious. Don't leave valuables lying around. Keep the exposure to a minimum.
Best bet, don't make it obvious. Don't leave valuables lying around. Keep the exposure to a minimum.
Jul 2, 2015, 8:12 pm
#72
Join Date: Nov 2009
Location: NJ
Programs: BA, United
Posts: 10
Was in a 5 star Italian hotel and the safe was acting up. My passport was in it so I watched as the repair guy when he came in. He opened it up by hitting one number 10 times and then the pound sign. I bet everyone in the industry knows that trick.
In the US there is criminal and civil. The police and prosecutor handle the criminal, but you can consult with an attorney and discuss civil liability. Might not be much in actual damages since they reimbursed you, but punitive damages as a monetized way of saying they are sorry and won't do it again might be possible.
In the US there is criminal and civil. The police and prosecutor handle the criminal, but you can consult with an attorney and discuss civil liability. Might not be much in actual damages since they reimbursed you, but punitive damages as a monetized way of saying they are sorry and won't do it again might be possible.
Jul 2, 2015, 8:22 pm
#73
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Was in a 5 star Italian hotel and the safe was acting up. My passport was in it so I watched as the repair guy when he came in. He opened it up by hitting one number 10 times and then the pound sign. I bet everyone in the industry knows that trick.
In the US there is criminal and civil. The police and prosecutor handle the criminal, but you can consult with an attorney and discuss civil liability. Might not be much in actual damages since they reimbursed you, but punitive damages as a monetized way of saying they are sorry and won't do it again might be possible.
In the US there is criminal and civil. The police and prosecutor handle the criminal, but you can consult with an attorney and discuss civil liability. Might not be much in actual damages since they reimbursed you, but punitive damages as a monetized way of saying they are sorry and won't do it again might be possible.
Jul 2, 2015, 11:59 pm
#74
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I would think that any casino would be willing to turn cash into a check or money order.
Jul 3, 2015, 1:23 am
#75
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I forgot my PIN at a Holiday Inn a few years ago and the maintenance guy turned up with a list of the secret unlock codes for every safe in the property...
Which he left lying in plain view while he opened mine
I've never trusted an in-room safe since
Which he left lying in plain view while he opened mine
I've never trusted an in-room safe since