Mobile phone stolen by house keeping, should I complain?

[cgoh]

Had a rather unpleasant stay recently at a Hilton property where my phone was stolen by house keeping. The phone was taken along with the charger, and when I lodged a missing item report with the in house security, I was told nothing was handed to lost and found. The next day, miraculously, they claimed that the house keeping had lodged a lost of found report for my charger and promptly returned.

In house security told me bluntly that chances of finding the phone is slim! Duty manager didn't care and a promised phone call from the head of security did not eventuate.

Would you make a formal complaint, and if so, who would you direct it to?

Before you start flaming me for leaving valuables around, I do admit being careless as I was using it to as a wifi modem. Also, I probably stayed at this property around 10 times this year and had never had any problem like this.

 

[Daver6]

I'd certainly report it. File a police report too. That might light a fire under management.

If you have an iPhone or Android phone, at least you can track it and see where your phone is (assuming turned on and connected to the internet at some point).

 

[mannej]

I would definitely be making noise about it regardless of the fact it was left out or not. Stealing is stealing.

 

[boomy]

You must complain. I would call and email the Hilton headquarters in Virginia.
Very disturbing that something like that happened at a Hilton property. I always felt very safe leaving my wallet in the room when going to the lounge or leaving my laptop when going out.

 

[Sprucegoose]

I would definitely be making noise about it regardless of the fact it was left out or not. Stealing is stealing.

And it was your room that you were paying for.

 

[Sprucegoose]

You must complain. I would call and email the Hilton headquarters in Virginia.
Very disturbing that something like that happened at a Hilton property. I always felt very safe leaving my wallet in the room when going to the lounge or leaving my laptop when going out.

I lived in hotels for over five years and never had that issue. And some of those years were less than salubrious places!

 

[cgoh]

Unfortunately I'm currently in a country where the police probably would just turn me away. I tried tracking the phone and it has been off since. Just leaves a bad taste that this happened. I have always thought that one of the prerequisite working for a 5 star hotel is to teach them honesty.

Whilst the phone might be worth say 500, and doesn't cause a huge financial distress, I found managements attitude unacceptable. Service recovery was an apple, cashew and some blueberries! Further, quoting the duty manager, "if your phone is not in your room, then it's not in the hotel. There is no answer I can give you!" I would expect a better answer but oh well.

So does anyone know the email for HHonors HQ?

 

[Cynicor]

Please post the hotel's name, we're all open about good and bad experiences on here. And make a mention of your stay in the other HH status thread.

Good luck with your complaint. I might start with [email protected], but that is a bit hit and miss.

 

[anat0l]

I was going to say you should likely go to the police to get an official theft report for travel insurance, but if it's that much trouble / the police won't care with respect to the time and price of the stolen phone, then I can understand you may be hesitant.

However, as everyone said, certainly report it. If you are a Diamond member, follow Cynicor's email. If you are on social media, contacting Hilton through their accounts is also not a bad idea.

I'm not sure what people think of "name and shame" overall, however I will confess I would like to know the property in question.

 

[Anna]

Several times I have checked into hotels and have been given key cards to rooms that turned out to be occupied already. Nobody has been in them when I have walked in and I could have helped myself to whatever I wanted before going back down to reception for another room. I doubt there would be any record kept, and certainly the people whose rooms they were would not know I had been in there after having been given the key by mistake.

This is why I never leave valuables lying around in hotel rooms no matter how much I think housekeeping won't take them because it's not worth them losing their job over if too many guests start complaining about things going missing.

It's also why I don't think you can jump to the conclusion that housekeeping stole your phone just because you left it in a locked room in the belief that only housekeeping would be going in there. Blame the hotel, sure. But don't single out housekeeping unless you have some evidence that you haven't mentioned.

 

[Simo]

I was going to say you should likely go to the police to get an official theft report for travel insurance, but if it's that much trouble / the police won't care with respect to the time and price of the stolen phone, then I can understand you may be hesitant.

However, as everyone said, certainly report it. If you are a Diamond member, follow Cynicor's email. If you are on social media, contacting Hilton through their accounts is also not a bad idea.

I'm not sure what people think of "name and shame" overall, however I will confess I would like to know the property in question.

You are on the same page I am..

I would like to know which property it is as well.

 

[Daver6]

IF you get no where take to Twitter to complain to HH. I suspect that might elicit a speedy response.

 

[cgoh]

Please post the hotel's name, we're all open about good and bad experiences on here. And make a mention of your stay in the other HH status thread.

Good luck with your complaint. I might start with [email protected], but that is a bit hit and miss.

It's Hilton Sentral Kuala Lumpur.

 

[cgoh]

Several times I have checked into hotels and have been given key cards to rooms that turned out to be occupied already. Nobody has been in them when I have walked in and I could have helped myself to whatever I wanted before going back down to reception for another room. I doubt there would be any record kept, and certainly the people whose rooms they were would not know I had been in there after having been given the key by mistake.

This is why I never leave valuables lying around in hotel rooms no matter how much I think housekeeping won't take them because it's not worth them losing their job over if too many guests start complaining about things going missing.

It's also why I don't think you can jump to the conclusion that housekeeping stole your phone just because you left it in a locked room in the belief that only housekeeping would be going in there. Blame the hotel, sure. But don't single out housekeeping unless you have some evidence that you haven't mentioned.

Security log reviews that he was the only person who entered the room and CCTV was reviewed to double confirm that. He also subsequently returned the charger.

 

[NM]

I would be asking the head of security to arrange for me to make a police report about the theft, and see how helpful they are willing to be. I would let them know that I require an official police report to make a travel insurance claim.

 

[cgoh]

I would be asking the head of security to arrange for me to make a police report about the theft, and see how helpful they are willing to be. I would let them know that I require an official police report to make a travel insurance claim.

Honestly, I don't think they care, they will just send someone with me and the police will probably just turned us away.

Infact, just received an email from the Chief Security stating that the investigation had been completed and there was nothing they can do, period.

 

[get me outta here]

If you get the police report number at least you can claim on insurance.

 

[NM]

Honestly, I don't think they care, they will just send someone with me and the police will probably just turned us away.

Infact, just received an email from the Chief Security stating that the investigation had been completed and there was nothing they can do, period.

I doubt the police can just send you away. They will at least give you the paperwork necessary to satisfy an insurance claim. They may not investigate, but should at least acknowledge that you have reported a theft and provide the paperwork required by insurance.

 

[anat0l]

I doubt the police can just send you away. They will at least give you the paperwork necessary to satisfy an insurance claim. They may not investigate, but should at least acknowledge that you have reported a theft and provide the paperwork required by insurance.

This is Malaysia - the police are of questionable quality over there. So is the bureaucracy. Not to mention some police need a bribe just to get started up.

It's a real shame but I can kind of see cgoh's cynicism. I suppose he could try just for the sake of "having it on the record" (e.g. especially if a follow-up complaint or process if forthcoming).

 

[NM]

This is Malaysia - the police are of questionable quality over there. So is the bureaucracy. Not to mention some police need a bribe just to get started up.

You don't need them to investigate, just to note that you have reported it on an official form. Even that should not require a bribe or coercion. Just make it clear that is all you are asking for.