Hotel Theft

<p>From: Ivan Davison ********** <p>Sent: 03 January 2017 01:59 PM</p> <p>To: Tsogo Sun Customer Contact Centre ********** <p>Cc: Tsogosun Group Communications ********** <p>Subject: South Beach Sun</p> <p> </p> <p> </p> <p> </p> <p>Dear Sirs,</p> <p> </p> <p> </p> <p> </p> <p>I am writing you regards an unfortunate incident that occurred during my recent stay at the South Beach Tsogo Sun hotel (Formally the Malibu).</p> <p> </p> <p>We checked into the hotel at 22:00 on Sunday 01 January, 2017, went to the room (214) and deposited our luggage before leaving for dinner on the beachfront. Before departing the room, we ensured that the two sliding doors and all windows were secured and locked.</p> <p> </p> <p>Upon our return from dinner at 00:22 we noticed that one of the drawers in the room was open and naturally assumed that House Keeping had been in to attend to something in the room. We noticed after a short period that our luggage had been opened and that several high value items were missing.</p> <p> </p> <p>We immediately called the front desk and were attended by the night Manager (Philile) and the head of Security. They both assisted us by doing a download of the key card entry system and a review of the security camera which was located just outside our room. Both key card and camera showed no activity into our room other than ourselves entering and leaving and the odd person walking past. It is however possible to access the room from outside using a key from the pool deck sliding door. This door was locked and remained locked even after the event. We were given the opportunity at a later stage to view the security footage in the office as well as shown the key card access report which showed only our entry and exit activity. The hotel does not have a security camera in the pool area where our room was located, so it was not possible to determine whether the culprit had entered via the sliding doors. In addition, the security footage that we were shown had definite time lapses of up to 10 or 15 minutes where footage was seemingly missing. (The time stamp on the footage seems to skip large chunks of time so is therefore not an accurate indication of the comings and goings in the area of interest).</p> <p> </p> <p>The night manager referred the matter to the hotel General manager (Wayne) who informed us that the hotel would not accept any liability for our loss and that we would have no claim or assistance from the hotel at all. I am extremely dismayed by his attitude towards me and do not appreciate that I am somehow responsible for the loss of my valuables. The very idea of staying in the hotel was to be in a safe and secure environment and I must state that I resent the notion that I am responsible for the loss of my goods when the very reason for being in the hotel was to be in a safe and secure location to begin with. Wayne did not offer any form of compensation or assistance and I am extremely displeased with his attitude and manner in which we were treated. I am sure that if the boot was on the other foot it would be very different. I do not accept that I was in anyway negligent or careless withy my luggage. The hotel has had several incidents such as this and it is total unacceptable that this is allowed to continue at the cost of your guests.</p> <p> </p> <p>I am extremely unhappy with the manner in which I have been “blown off” and made to feel like I am responsible for this theft. We have lost in excess of R6,500 worth of items as detailed in the statement given to security (a copy of which I have). </p> <p> </p> <p>Furthermore, the fact that we stayed in this hotel for under 14 hours at a cost of R1900 and still suffered a R6500 loss is not pleasing.</p> <p> </p> <p>I was not offered any form of compensation or relief and am extremely displeased with Tsogo Sun and the management of the hotel, specifically Wayne and his handling of the situation.</p> <p> </p> <p> </p> <p> </p> <p>I can commend the night manager and the head of security for their professional attitude and the manner in which we were treated. They were absolutely flawless and extremely concerned at our plight.</p> <p> </p> <p>I would very much like to hear from Tsogo Sun as to what they intend to do to placate us and do something toward restoring our faith in your brand. I am disgusted by the off hand manner in which we were dismissed by your hotel manager. I do not accept that I am somehow responsible for the loss of my goods from a locked and secure hotel room.</p> <p> </p> <p>I urge you to please give some consideration to this email as I feel that I have lost complete faith in your group as a whole and am not going to accept this treatment in any way. I refuse to accept responsibility for being burgled in a supposedly safe hotel environment. My contention is that the hotel are responsible for the safety and security of their guests. We took fair and reasonable steps to ensure our goods were safe.</p> <p> </p> <p>I look forward to receiving a positive response from you at your earliest convenience.</p> <p> </p>