I visited Peru a couple of weeks ago, and I stayed in this hotel for three days before departing to Cusco. The last day I checked out, I left the hotel, and left my cell phone (Iphone4S) on the front desk counter. A few minutes later, I noticed I left my phone, so I had the taxi driver bring me back to the hotel to get my phone. The same clerk, that checked me out, was sitting on the front desk, and told me he hadn't seen any phone. I told him that he had to see it since there was noone else in the hotel, other than the security guard, and him. He wouldn't even look at me. He kept working on the computer, and told me he would call security. I waited there, and as the minutes passed, I was getting very nervous, and broke down crying. He still continue to ignore me. I noticed the cameras everywhere, so I told him to call the police, and he immediately opened a drawer, and handed me my phone. He wasn't apologetic. I just walked out. He tried to keep my phone, and because I threatened him with the police, he gave me back my phone.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
We are really sorry for this missunderstanding. We always work in order to offer our best service to our guests and we tried to do our best job for make it happen. About what happened that day on the Front Desk was definately a missunderstood. When we found an object not identify in the rooms or any of the areas of the hotel, we always report this object and we kept in Lost and Found department. That day the cell phone was on the Cabinet of the front desk because usually wait at least 12 hours with the object on the Reception in case that someone came and ask for the object, Thing that happened with you and your telephone, you came here , and ask for it and we give your phone without any problem.
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Honestly is unfortunate that you have a bad and wrong image of us when we only follow rules and work policies just in order to offer a reliable and confortable service.
If our policies caused you a hard time, we regret what happened.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.