My Chanel handbag was stolen in this hotel and I hope everyone is aware and be cautious with your belongings when you stay in this hotel. Looking at the other reviews - some hotel guests also lost their belongings in this hotel before, and I am obviously not the first victim.
We stayed from 21 to 25 Aug before we moved to our new apartment. The stolen Chanel handbag, in a small box, was put on the top in one of the luggage bags near the room door with the zip left opened.
On 23 Aug, a housekeeper suddenly entered our room without knocking the door and said to me "oh I thought no one is here". Luckily I was in the room but I was very shocked and asked her to only clean the bathroom. I stayed in bed and could not see what she was doing. That said, she came to the desk several times staring at my Rolex watch though I asked her to only clean the bathroom. Later when I told the front office manager about this, he felt skeptical as well.
On 25 Aug morning, we went out to move our luggage to our new apartment which is just 5-min walk away and left a room card in the room to keep the lights on and turned on the DND button. Outside of our room we met a lady (later we knew she's the housekeeping supervisor) who asked us if we were checking out. We clearly told her "No". We came back ard 45 min later and found that someone entered our room and took our room card so all the lights were off. We immediately told the front desk staff who said it's the housekeeper who took our room card. We were very doubtful but could not ask further as we were in a hurry. At that night when we unpacked, I realised my Chanel handbag was stolen in the hotel.
According to the CCTV footage:
(1) The housekeeper who came in on 23 Aug was always back-facing the CCTV when she came out from our room and was hiding something in the housekeeping cart after she came out. She then took the lift to go to the linen room. The CCTV was not able to capture what she was hiding as there were blind spots plus there was no CCTV in the lift and the linen room. The general manager agreed with this and said she will obtain explanation from the cleaning company. Disappointingly, she later told us that no one could justify the housekeeper's action and refused to take further actions.
(2) The housekeeping supervisor, knowing that we were both away and not checking out, entered our room RIGHT AFTER we left on 25 Aug morning and took our room card. At that time our DND button was on and most of our belongings were still in our room. Yet, she could still enter our room freely. At first, the operations manager misled us saying that she did not enter and "this was just a mistake", but we found that she actually went beyond our room door and stayed for a few seconds, i.e., she intentionally entered our room right after talking to us, looking at our belongings and took our room card. Though there was no clear evidence from the CCTV footage that she took our belongings out from the room on 25 Aug morning, as a housekeeping supervisor, she obviously entered our room on purpose.
We reported this to the police, unfortunately there was not enough evidence due to the limitations of the security system. Even though neither the hotel nor the cleaning company is able to provide any explanation or justification for the unacceptable actions of the housekeepers, the hotel refused to take responsibility or remedial actions and even tried to distort what I said so as to deny their responsibilities. The facts speak for themselves. Merely because the security system of the hotel is deficient and the coverage of the CCTV is insufficient does not mean that the theft did not happen. It is very disappointing that the hotel merely said they are "confident that this did not happen", but they are not able to provide ANY explanation or justification for the inappropriate actions of their staff.
Please keep in mind that the hotel staff can freely enter your room even if you turn on the DND button so please avoid putting valuable belongings in the hotel room as your belonging is not secured. read more