My laptop was stolen out of my room
02/06/2019 NJBee, New York City, New York
I stayed at the BW Premier Kapital Opera from May 23rd to May 28th, 2019. On the first day, my computer was stolen out of my room. I was gone from my room between 5:35 pm and midnight and when I retur... more
I stayed at the BW Premier Kapital Opera from May 23rd to May 28th, 2019. On the first day, my computer was stolen out of my room. I was gone from my room between 5:35 pm and midnight and when I returned, my bags were not where I left them and my computer, power cords, earphones and silver and diamond necklace were missing from my room. The police were of no help and the hotel manager and staff were not that helpful. I was given a new room that night but it was a downgrade from the balcony room I booked and paid for. The next day, I was moved to a larger room but again, it still wasn't a room with a balcony. The doors do not spring shut fast enough and I believe the hotel staff is aware of this and take liberties to enter your room when you are not there. I should be able to have my belongings in a room without them being stolen from me. I went to the police station the next day to file a report and they weren't of much help either. The experience soured my trip for the next few days and I refused to let the staff clean my room when I wasn't present. I do not suggest staying at this hotel unless you are absolutely desperate. less
JulienMeppiel, Directeur général at Best Western Premier Kapital Opera, responded to this review
Dear Mrs Brathwaite,
We would like to apologize for the situation you have experienced in our hotel.
But, more than any other comment, this is very important for us to give you an answer and expose to our future guests what really happened during your stay.
The night of your arrival, at 01 :15 , you came to the Reception to inform us that your computer was missing.
The Front Desk agent immediatly called me and my assistant and I was present in the hotel early morning to investigate. Be certain that we all took the situation very seriously.
As a first explanation, we told you that, after 5pm, all the housekeeping staff was already out of the hotel. Only the front desk staff is on property 24/7 and always stays at the Reception to welcome our guests. All this has been double confirmed by the CCTV recording our hotel.
On a second time, I have used my computer to read the key control unit of your room with you. I have showed you directly that none of the staff came in the room beside you during the afternoon. The only key that open the door from 3 pm to 10 am the mornign after was yours.
As per your request to change the room, we moved you directly to the last room available on the evening which was a Superior room without balconny, but much bigger and more expensive than the standard room you booked. Then, we moved you again the day after to a Deluxe room (which is a double upgrade). As a solution we offered you the posibility to take back the room with the balcony. Solution that you refused.
Concerning the Police, the french law explains clearly that any belonging in the room of a guest is its own responsability. The safe needs to be used to keep valuable items. At this date we didn’t received back the declaration you made to the police, not even our internal loss form which is part of our procedure. You left the hotel without giving us any information about the declaration at the police, which is for us the real proof that something is missing.
To conclude, you told me that the last time you saw your computer, it was at the airport, maybe you should have a look to this direction. It’s sincerely not fair for my staff to be accused by something they didn’t do even more when you have no proof and you made no formal declaration to us as well to the police.