Originally Posted by
Kacee
IME (and based on reading experiences of others) hotels pretty much universally handle reports of theft from rooms very poorly. The reaction tends to be circle the wagons and don't admit anything. Management not following up as promised seems to be pretty common. I had an incident with a camera at GH Kaui and this is exactly what happened. Whether they are taking steps internally to deal with the suspect(s) is a different issue, and something they're not likely to tell you.
But the real service failure here was the GM saying that "I'll contact you tomorrow" and then not contacting for 3 days.
The money is gone, the perpetrators will never be found, but if the GM cannot keep his own promises, that is an unforgivable service failure.