Mobile phone stolen by house keeping, should I complain?

[JMFK]

This is concerning - I often leave valuables around at Hilton properties as I consider them to be safe.

I supposed that is my naivety though - not anymore!

 

[kpc]

It's Hilton Sentral Kuala Lumpur.

I stay here regularly:shock:....at last count over 60 nights in the last few years, and fortunately have not lost anything.... (that I know off). Must remember to put all valuable items in the safe. Have you spoken to the GM as well? I would definitely put in a police report (for insurance purposes) even tho. the police won't do anything!

 

[Danger]

I have two stays booked for that property next month.

I'd be happy to send them a general email saying I'm aware of a friend who had his mobile phone stolen from his room last week/last month whenever and asking if they can assure security. No doubt they will but if nothing else it would let them know that word travels and they ought to be doing something about it.

 

[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.

I really wouldn't bother. To make a police report without any form of 'gratuity' would take hours, plus claiming insurance just isn;t worth it, with 250 excess and the market value of the phone. I think I'll just suck it up.

 

[cgoh]

I stay here regularly:shock:....at last count over 60 nights in the last few years, and fortunately have not lost anything.... (that I know off). Must remember to put all valuable items in the safe. Have you spoken to the GM as well? I would definitely put in a police report (for insurance purposes) even tho. the police won't do anything!

I requested the info be passed on to the GM but I highly doubt I'll get any respond.

I have two stays booked for that property next month.

I'd be happy to send them a general email saying I'm aware of a friend who had his mobile phone stolen from his room last week/last month whenever and asking if they can assure security. No doubt they will but if nothing else it would let them know that word travels and they ought to be doing something about it.

I had like to see the respond to that

 

[get me outta here]

I wonder how insurance companies in general react to the notion that even a police theft report copy is too hard to get in some places. I would still try to claim, but maybe not say it was too much of a hassle to go through with, but more that they flatly refused to make a report without a gratuity. Unless it's under yr ins excess.

 

[Danger]

I requested the info be passed on to the GM but I highly doubt I'll get any respond.



I had like to see the respond to that

Done. Can you please send me a PM with a little bit more information (so it does sound like we're friends who've been chatting over Christmas party drinks). Just the approximate date of stay and how many nights. I'll send an email and post the reply.

 

[Danger]

Would the generic email address for the property be [email protected]?

 

[markis10]

Would the generic email address for the property be [email protected]?

no, [email protected] , [email protected] is the GM

 

[here2go]

I've just tweeted to @HiltonHotels and @TourismMalaysia the link to this thread. Getting the Malaysian Government involved should expedite things quite nicely!

Separate note, my sister had money stolen when she was backpacking through Malaysia 10 years ago. She saw the person, who was a 20-something nephew of the owners, exit her room. She challenged the owners, who then proceeded drag him by the ear with cane handy too, asked her to repeat charges, got him to return money, they sacked him on the spot, called his parents and told him they can have him back, and then asked whether she wanted charges laid.

I expect a similar level of service of 5-star hotels.

 

[Danger]

Email sent.

 

[anat0l]

Separate note, my sister had money stolen when she was backpacking through Malaysia 10 years ago. She saw the person, who was a 20-something nephew of the owners, exit her room. She challenged the owners, who then proceeded drag him by the ear with cane handy too, asked her to repeat charges, got him to return money, they sacked him on the spot, called his parents and told him they can have him back, and then asked whether she wanted charges laid.

I expect a similar level of service of 5-star hotels.

Not sure if 5-star hotels, even in Malaysia, might get away with that kind of reprimand method, although it may be warranted.

Owner and owner's family corruption is rather common in Asian business.

 

[JohnK]

Any feedback on the email sent?

I always felt very safe leaving my wallet in the room when going to the lounge or leaving my laptop when going out.

You leave wallet in your room when you go out? :shock:

Personally I am paranoid and have seen too many things in my travels to trust anyone. Dont ever give anyone reason to do something they would not normally do. I lock everything and and everything is inside luggage including toothbrush/toothpaste etc. Not that I leave anything valuable in luggage and I know they can get into luggage but generally they wont and it makes me feel better.

And I have had things "stolen" from my wallet twice both times with me in room but second time I have no recollection.

 

[Danger]

Any feedback on the email sent?

Not a whisper.

 

[Danger]

Email sent.

Not a whisper.

No response after a couple of weeks so I've cancelled my stay and will go to the DoubleTree instead.

 

[atreides]

No response after a couple of weeks so I've cancelled my stay and will go to the DoubleTree instead.

I was about to book this property but will look elsewhere to support the team.

 

[cmon0005]

Personally I would leave a bad TripAdvisor review against them most big hotels have their GM's responding to the review so may be a good course of action.
I saw a trip advisor report for a westin that I stayed at once with much the same story as you(housekeeping taking something, and staff doing nothing) and the GM responded saying how shocked he was that the issue wasn't sorted and to contact him personally.

 

[Virgin Bart]

No response after a couple of weeks so I've cancelled my stay and will go to the DoubleTree instead.

I have a non-refundable stay booked for April... Emailed the generic address 8 and 13 days ago.. No response.. So just then I emailed the GM directly, we'll see if I get a reply.

Rather disappointing, and something I haven't experienced from Hilton before.

 

[get me outta here]

This is a very good idea as many people read these reviews and many places take them very seriously.

Personally I would leave a bad TripAdvisor review against them most big hotels have their GM's responding to the review so may be a good course of action.
I saw a trip advisor report for a westin that I stayed at once with much the same story as you(housekeeping taking something, and staff doing nothing) and the GM responded saying how shocked he was that the issue wasn't sorted and to contact him personally.

 

[Virgin Bart]

Well, no response... It seems they have no intentions to reply...Astounding.

I have a non-refundable stay booked for April... Emailed the generic address 8 and 13 days ago.. No response.. So just then I emailed the GM directly, we'll see if I get a reply.

Rather disappointing, and something I haven't experienced from Hilton before.