Hi, I would like some advice about a situation from a couple days ago.

I left my suitcase at a 4 star upmarket hotel over the weekend in Stockholm and checked into their sister property because the hotel was sold out. The luggage room was full but the attendant said he would put my suitcase upstairs in a different room since I would be gone overnight.

When I returned to continue my stay at the hotel, everyone seemed to know who I was. The Guest Relations Manager approached me and walked me up to the room where my luggage was held and showed me an opened suitcase (ripped zipper, one end still attached to the lock) with almost all the contents missing. She said the hotel just found out that there was a theft over the weekend when they came into the room and saw my suitcase opened with items everywhere (which they then put into my suitcase). They had video of 2 people (who she described looked like "junkies" and NOT hotel guests) breaking into the room. In addition, she said that security had seen one person downstairs with 2 full plastic bags, approached him and the person ran out of the hotel.

The hotel does NOT deny that there was a theft. They filed a police report on my behalf.

They are figuring out how to compensate me.

I have talked to another Manager (who might be the Assistant General Manager) and she asked for a list of all missing items with their replacement costs. She declined giving me the hotel insurance information and also said the hotel would not be contacting their insurance about their losses (which might be a couple electronics). She said that I could buy some essentials to tide me through. (Which because of miscommunication, it sounds like they won't reimburse me for the items I purchased.) She, along with all the people from the hotel I've talked to, emphasized that I should talk to my insurance. (I don't have insurance that will cover this, I already looked into this.)

The concierge did buy me a new suitcase since mine was unusable.

The hotel did refund me the points I used for the 3 night stay (although it was after I inquired about this).

I will be back in Stockholm this week to continue the conversation. The loss is ~$6000.

What would you do? What would you ask for? (I also have a decent social media following in travel and know/interact with many travel bloggers, which I believe the hotel is aware of, although I haven't emphasized this.) The hotel is also part of a large chain. Also, the Managers all insist that they cannot give me any monetary compensation without receipts since it would be "against the law."

I find it strange that the General Manager hasn't talked to me for a situation that everyone is describing as "never happened before" and "shocking." Also, it seems like the hotel does not want to include corporate into the conversation, since the Manager emphasized that any compensation would be out of the hotel's pocket.

I haven't mentioned the hotel by name since I don't want it to negatively affect their proposal. I had hoped that they would have sent a proposal before my return trip to Stockholm but it sounds like the Guest Services Manager wants to meet to discuss after I arrive.

I only have 2 days in Stockholm and I live in USA so ideally I can get compensated on my upcoming trip.

Thank you very much for reading and your advice.