• traveled 6 years ago
We spent the whole day on excursions, having arrived back at the hotel at about 19.00, we immediately went to the room. Approaching the safe, I noticed that the door began to dangle and our safe was cracked!! ! Documents, phone, were not touched, but the money. . . 700$. . all large bills were stolen, and small ones were left! The husband immediately went to the reception to report the theft.
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We spent the whole day on excursions, having arrived back at the hotel at about 19.00, we immediately went to the room. Approaching the safe, I noticed that the door began to dangle and our safe was cracked!! ! Documents, phone, were not touched, but the money. . . 700$. . all large bills were stolen, and small ones were left! The husband immediately went to the reception to report the theft. Our mistake was that we did not call the police, hoping for the decency of the hotel. About 5 guards came, including the head of the security service, they checked the safe, confirmed the break-in and apologized, said that everything would be fine and tomorrow at 12.00 we would have to compensate for the theft. I was shaking all over from what was happening, I had never been so nervous, our feelings cannot be expressed in words, we already just wanted to go home. The next day we met with the manager Roberto Puello, to which he replied that they were not ready to compensate for the theft, because none of the staff admitted to the theft and the hotel is not responsible for breaking in!!!!! ! And for what, sorry, the hotel provides guests have a safe, if they are not responsible for breaking in, I'm already silent for spoiling the rest ? ! They stole not from a bag on the beach, not from a suitcase, but from a SAFE provided by the hotel !!! ! As it turned out, this is a frequent case with them and they are not going to do anything. I won’t describe what happened next and everything was so clear and swearing and calling the police (it had to be done right away), but everything was useless, we were offered compensation in the form of hotel services, but we had neither the desire nor the mood to rest further . Arriving home, we learned that the hotel again had an attempted theft. . . It will never end with this leadership approach. . . My husband and I chose the hotel on the principle of new, modern, tasteful, in order to celebrate our honeymoon. We loved Excellence el Carmen at first sight, we wanted to go there so much that we didn’t even pay attention to the negative reviews that the guests wrote. We thought that these were false reviews and nothing like this would happen to us. I regret my choice for the first time and I advise you to look at other more worthy options for the money. If you have any questions, ask, I'll be happy to answer
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