TERRIFYING Experience - Money Stolen from Safe, No Accountability
I never thought I'd have to write a review like this, but I hope it protects others. Sadly, we were robbed not once, but twice during our stay at this hotel. Our money was taken directly from the in-room safe, and the hotel's response left us feeling dismissed, unsafe, and ultimately abandoned in a foreign country.
On the second day of our stay, we returned from the beach to find our safe wide open and missing €200. We were initially in disbelief. Was it a mistake? Did the bank short us during currency exchange? We couldn't imagine hotel staff being involved. To be certain, we counted every single bill before going out again that evening, took detailed inventory (down to the denominations), and placed the minibar drinks strategically in front of the safe--labels turned a certain way--and took photos.
When we returned that night, the drinks had clearly been moved and another €160 was missing. Please see photos of this attached.
We immediately went to the front desk. Instead of concern, we were met with defensiveness. The employee insisted nothing like this had ever happened and suggested we had simply misplaced the money. When we asked how many people had entered our room that evening, we were shown the keycard log: two separate maids entered--at 8:00 PM and again at 8:53 PM. That alone was suspicious. Why would turndown service happen twice in under an hour?
We spoke with the manager, Antonello, by phone, and disturbingly, he repeated the same dismissive lines almost word-for-word. He urged us to stay and meet in person in the morning rather than leave, which only made us more uncomfortable. We spent the night terrified, knowing someone with access had entered our locked room and stolen from our safe twice.
In the morning, Antonello refused to take us seriously. He said the "dumbest thing we could do" would be to leave, and mentioned multiple times that he wouldn't cancel our stay because doing so would imply guilt on the hotel's part. His priority, he admitted, was "protecting the image" of the hotel--not our safety or wellbeing. He told us he needed to do an "investigation" and to return back to the hotel that evening at 6:00 pm. We left and moved to another hotel, scared and shaken.
It was very clear that the manager, Antonello, did not believe us. Being in a different country, scared and unsure we decided not to return at 6:00 pm. We did not know what they would do or say to us and we didn't want to be in that position in a foreign country.
When we returned home to the US, we contacted the hotel again to request a refund for the nights we didn't stay. Antonello, claimed that since we never returned to meet him, he assumed we had "found the money." When we reminded him of the photos and timestamps of the keycard entries, he changed his story--saying it was the same person with two different keycards. No real explanation for why our room was accessed twice within an hour. We also mentioned that the second person was in our room for 9 minutes, turn down service only takes 1-2 minutes as they only place towels in your room. You can also see on the key card access log that the person who entered at 8:00 pm had only been in the rooms on our floor for 1-2 minutes at a time. However, the person who entered at 8:53 had been in our room for 9 minutes and jumped around to multiple rooms on multiple floors after ours. Please see the photos attached, we were room 122.
Antonello told us to submit our refund request via email. When we did, he denied the refund and threatened to contact legal authorities if we posted anything "defaming the hotel." But this isn't defamation--it's our truth, backed with documentation and photos.
We spent thousands of dollars having to change hotels, felt deeply unsafe, and were shown no compassion or accountability from the hotel. They had every opportunity to make this right. Instead, they treated us like liars and prioritized their reputation over basic human decency.
If you're considering staying here--please don't. Protect yourself. We truly hope no one else has to go through what we did. read more