One Shot Luchana

We had an issue at the hotel as we were robed and lost a big sum of money. The personnel was not willing to solve the case and check hotel’ cameras (said they were not working). What is more there was no manager when we stayed there. She promised to contact us on Monday, week passed no message!

It was an awful experience and not secure living. Robbery + inefficient team Firstly, my card was hacked via chat on booking com and the issue was not resolved and still is not. Next, after arrival we reported about it on the reception but the staff was incapable of resolving the issue. Next, the safe (safety box/locker) in the room did not work. We immediately reported about it to the reception but the worker couldn’t resolve it. As well as his colleague a bit later. Change of the room or repair/change of safe was not suggested either. Consequently, we have to store our documents, money and valuable things in our luggage. The next day I found out that a considerable sum is missed from the overall sum I had. So, I can claim that I was robbed in this hotel. We tried to reach the manager with the worker from the reception for several hours but no one was able to reach her/him. In the late evening we were forced to call the police. After a set of weird and suspicious actions from the hotel staff (we asked to call the police at the reception, they did and told they will come but did not clarify what time, so we went upstairs to our room in advance discussing with the reception that they will call our room when they will arrive, we waited more than an hour and called ourselves and they told us that the police came but they could not reach us: impossible as we were the whole time in the room; after it I tried to call the police myself from the reception phone but the girl working there did not allow me and talked herself. She told that the police will not come again, I didn’t believe her and asked her to call again and give me opportunity to speak, she didn’t give me the phone and called herself, after second call she told that the police will come). Moreover, we tried to call ourselves from the room phone 112 but it did not work), the police came (Policía Local) and told that the situation is out of their zone of responsibility and I need to contact Policía Nacional (upper level). In the morning I went to their department and made a protocol about the case. The police will made the investigation. During the check-out we paid the fee as it was stated in the booking. No compensation and even communication with management.