In July 2023, my baby son was injured during our stay at the Waldorf Astoria Maldives. The hotel placed us in a villa with broken wall tiles (see photo attached), and my son ingested pieces of the broken tiles while we were asleep. It was an incredibly distressing experience to be woken up by his cries of pain caused by swallowing sharp objects.
The hotel staff placed the blame on the building but failed to acknowledge their negligence in not properly inspecting the room before assigning it to guests. They refused to offer compensation on the spot, instead telling us they will go through their insurance provider. We were assured that all costs, including our stay and incremental expenses at the resort, would be reimbursed.
Despite these assurances, it has now been 18 months and the insurance claim is still unresolved. I have fulfilled all the requirements on my end, including submitting documentations and participating in interviews with the loss adjuster, and I have followed up consistently on a monthly basis. They responded to my emails initially, but they have stopped replying entirely since the beginning of this year.
Does anyone know how I can escalate this? The amount involved is not insignificant and on principle I want to hold the hotel accountable for their negligence. The resort manager has already been involved but I do not have contact details for GM of WA Maldives.
For those considering a stay at this property. The service is excellent until something goes wrong. The hotel attempted to distance itself from this incident from the beginning. They initially acted as though relocating us to a different villa was a sufficient solution and I had to push before they even offered an insurance claim as a solution to this incident.
The hotel staff placed the blame on the building but failed to acknowledge their negligence in not properly inspecting the room before assigning it to guests. They refused to offer compensation on the spot, instead telling us they will go through their insurance provider. We were assured that all costs, including our stay and incremental expenses at the resort, would be reimbursed.
Despite these assurances, it has now been 18 months and the insurance claim is still unresolved. I have fulfilled all the requirements on my end, including submitting documentations and participating in interviews with the loss adjuster, and I have followed up consistently on a monthly basis. They responded to my emails initially, but they have stopped replying entirely since the beginning of this year.
Does anyone know how I can escalate this? The amount involved is not insignificant and on principle I want to hold the hotel accountable for their negligence. The resort manager has already been involved but I do not have contact details for GM of WA Maldives.
For those considering a stay at this property. The service is excellent until something goes wrong. The hotel attempted to distance itself from this incident from the beginning. They initially acted as though relocating us to a different villa was a sufficient solution and I had to push before they even offered an insurance claim as a solution to this incident.
