My wife and I were guests at the Doubletree from August 13th through August 17th 2013. During our stay, a piece of our luggage along with its contents was stolen from our room.
As soon as we arrived at our room, we realized that there was no drawer space with the exception of two small drawers in the desk. I called the front desk and inquired about upgrading to a larger room. I was told that there were no rooms that would have additional drawer space.
Following our stay in Amsterdam, my wife and I were traveling to Brussels and Reykjavík. Since it would be much colder in Iceland, we required warmer clothing than we needed in either Amsterdam or Brussels. In order to get through the four day stay in Amsterdam, I had to unpack and repack my luggage so that I could leave the clothing that we would require in Iceland in one of the suitcases.
We had reservations on an early morning train to Brussels on August 17th, so we began packing the clothing that we were wearing in Amsterdam late in the afternoon of August 16th. It was at that time that we realized that one of our two suitcases was missing. I immediately called the front desk to report the theft. I was told that someone would get back to me immediately. After about 20 minutes I called again. In response to that call the manager on duty came up to our room. She asked us some questions, but it was clear that she believed that we had lost the piece of luggage prior to our arrival at the hotel.
She told us that the electronic lock on the door of the room, recorded all times that someone entered the room. The piece of luggage that was stolen was part of a set of Tumi luggage that is grey/green in color so that it does not blend in with every piece of black luggage. She had a member of her staff, take a picture of one of the other pieces of our luggage. She told us that there were security cameras throughout the hotel and that our bag could not leave the hotel without it being caught on one of the cameras. She also said that she would interview the staff who cleaned our room during our stay.
A couple of hours later, we were advised that she had checked the record of entry into our room and reviewed the films from the security cameras. She also stated that she interviewed the staff and trusted the employees who had entered our room. She stated that she was not saying that we were lying, but that there was no record of the bag leaving the room or the hotel during our stay.
As compensation for our loss, we were offered us dinner in the hotel restaurant. We were given a piece of used luggage that, based upon the condition, was probably discarded by a previous guest at the hotel. The manager also contacted the concierge at our hotel in Brussels, so that he could advise us where we could purchase warm clothing when we arrived in Brussels the next morning.
At that point, I believed that there was nothing further that I could do regarding this situation, although I was 100% sure that we had the piece of luggage when we checked into the room. When we packed our bags for the trip, rather than packing all of the warm clothing in one suitcase, we distributed the items so that both suitcases would be under the weight limit set by the airline to avoid additional baggage fees on our flight to Amsterdam. When I unpacked and repacked the suitcases upon arrival, I packed the warmer clothing into the suitcase that would fit under the desk.
After returning home from Iceland, I gave this matter additional thought. I realized that if there were in fact security cameras that would have captured the bag leaving the hotel, there would also be security cameras that would have captured my wife and I entering the hotel on the morning of August 13th with four matched pieces of the Tumi luggage described earlier in this letter (two roller bags and two carry-on bags) and leaving the hotel on August 17th with only three pieces. I sent a letter to Mr. Christopher J. Nassetta, President & Chief Executive Officer
Hilton Worldwide explaining the situation and that there was a serious security issue that the hotel would not acknowledge. I pointed out that this situation could be verified by reviewing the tapes from the hotel security cameras (if there were in fact working security cameras) for the day of our arrival and through the days of our departure.
My letter was not even acknowledged. Based upon this experience and the fact that my letter was ignored, it is highly unlikely that I will stay at another Hilton Hotel if another option is available.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
First of all we still very much regret your suitcase is missing. As I am always personally involved if such an incident occurs I very much recall the situation and can only repeat what has been explained by our operations manager on site. The hotel does have a very wide range of security measures, far beyond the standard for international hotel operations. Also all our members of team are screened throroughly prior to hiring. The extremely limited number of theft incidents proofs there is no issue with security overall, which does obviously not mean we deny this from happening or we do not take this situation extremely serious. All camera material has been reviewed, electronic lock files have been checked and any member of team with access to your room has been thoroughly interviewed. As per the law we however have to assume everybody is innocent untill the opposite has been proven.
Report response as inappropriate
As you can see on tripadvisor we do respond to all comments and concerns, therefore not responding to a letter of such importance would most likely be related to us not having received the letter rather than not acknolowding the situation.
If you send me a direct message via email or via tripadvisor I do guarantee you will receive an immediate reply.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.