Within less than four weeks, I had two incidents at the same hotel where personal items have been disappearing from my hotel room. The value of these items in each case was roughly 300-400 EUR.

The hotel has outsourced housekeeping, and has asked the housekeeping company to compensate me after checking video and key logs and establishing that only housekeeping had entered by room. Given the first incident was two weeks back, no compensation has been confirmed.

Hilton guest assistance told me after the 1st incident “At our corporate Guest Assistance division we cannot intervene to rectify issues of safety and security such as missing items. We trust members of our team at the property to conduct full investigations into these issues as they are trained to do as per specific procedures. As advised in your case, the hotel have completed a such investigation and provided you with an avenue to pursue with the police if you wish.” Now the 2nd incident happened.

I believe that is somewhat inadequate. I book with Hilton, for quite a bit (I am Diamond, but security issues should not depend on that). Hilton points to the hotel, the hotel points to a subcontractor, that I have know idea who that company is. I believe if and when Hilton or a Hilton-franchised hotel outsources, they should take more accountability.

Any experiences or suggestions?