"Our experience with this hotel was extremely disappointing and raised serious concerns.
We accidentally left our passports, cash, and a smartphone in the locked room safe and realized it about 24 hours after check-out. We immediately called the hotel and sent an email, followed by another email later that day. Despite having an entire day to locate and secure our belongings, we received no response to either email.
When we called again that evening, we were told that nothing had been found. Since we were already several hundred kilometers away on a road trip, we had to change our plans and drive back to the hotel the next day.
The room had already been occupied by new guests. Hotel staff refused to let us accompany them to the room or verify whether our belongings were still in the safe. After a lengthy and very questionable discussion, and only after we mentioned contacting the police and our consulate, a staff member suddenly produced our passports, cash, and smartphone from his jacket pocket and handed them over.
We were relieved to recover our property, but the entire situation was handled in a way that felt highly unprofessional and concerning. The lack of communication, the contradictory statements, and the circumstances under which our belongings were finally returned left a very negative impression. We expected much better service and transparency from a hotel of this standard. Unfortunately, we were left with the feeling that helping us was not a priority."
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