Pueblo Bonito Rose- Warning to Members- Robbed
July 14,2008
Reviewer- A Trip Advisor Member, Prescott Arizona
We just returned from a two week, 20 member family vacation. We used five weeks of our timeshare exchange at the Rose and additional weeks at other resorts close by. Upon arival on June 21st we immediately placed $2500 U.S. and our passports in our in room safe. We are positive the safe was locked. The only access available to that safe other than us, are five "security agents"employed by the resort. They are able to open in room safes in the "blink of an eye" with a gadget only they supposedly have access to. We witnessed this. Several days after our arrival we opened the safe. To our horror the money was gone but the passports were not. We immediately notified the management. They had several of these "security agents"completely search thru our personal items and room as if we were the culprits. All our adult family members are professional people. When two of our criminal attorney daughters started asking questions, they were given ambiquous, ridiculous, irrational answers. Several days later, after their so called HUGE "investigation" the head of security said that they had searched all the maids as well as their lockers and cars and all employees were 100% innocent. Why the maids only? Keep in mind that this huge "investigation" was performed by the five security agents which of course is laughable. The search was conducted days after the money could have been stolen. They presented us with a timetable locklink schedule, which supposedly tells you when and who entered a room i.e a guest, maid, supervisor, maintenance person, beverage check person, room supervisor SECURITY AGENT etc.. Of course they have no video cameras. It is also important to note that the doors are completely left open during the maids daily cleaning. Anyone who is a member of the staff has the ability to enter the room without an excuse as it is normal for any of these persons to be in a guest room for any of a dozen reasons. Often we noticed the maids chatting in other rooms with friends with the room wide open unattended. However, bear in mind, by the resort's own admission, the only ones able to open that safe were the five security men. Our daughters and sons wanted to call the police. We were told they would not come to the resort unless we personally went to the police and filled out fifty pages of questions and only then would come. An exercise in futility. We did alot of talking to other guests etc. and found out that another gentleman had $700 stolen from his in room safe the same week but did not report it because he said "What for, as it will accomplish nothing" One eveniing we were all at the Villas del Palmar where some other of our family were staying and they met a couple who said they had been robbed at the Pueblo Bonito Rose the year before and would never again stay there. Needless to say this incident put a real damper on our vacation. On the shuttle back to the airport on July 5th, our son found out another couple had $500 stolen from their in room safe, again the same week. We were told that the resort never had any reports of stolen money. When questioned in depth by our daughters they changed their story to "Well cameras and billfolds left by the pool and money but never this large a sum". We placed our passports and jewelry in a safe deposit box at the consierge desk immediately after the discovery of the robbery. Several guests told us they were told by the desk that there were non available. We were later told that there were only a small amount of safe deposit safes which in fact is true and a disgrace for such a large establishment. However, who knows how safe those are.
Thruout the entire ordeal the head consierge gentleman was most courteous and sympathetic but said "It is now out of my hands as policy and procedure dictate it is to be turned over to SECURITY". WE were never offered anything in compensation and in fact asked for nothing. Please dear members, keep in mind that the safes in your rooms may not in fact be safe at all.






