My wife and I and a friend stayed at this hotel 3 different days while we were in Managua in December. Everything was fine until we checked out. I left an envelope at the desk to be picked up by a friend of mine. I left her name and number on the envelope and she was to show her ID to get the envelope. This envelope of course had money in it and I do mean HAD as in 'used to' have money in it.
When she came to pick up the envelope, rather than finding the $110 I left for her, all she got was $10....someone stole the money! The best part is she saved the envelope and sent me a copy of it - the thief opened the envelope and stole the money and then re-packaged it into a new envelope with the same message! They tried to make it seem as though I had shorted my friend on her payment. But obviously the handwriting on the envelope was not mine.
So what does it all mean to you, dear traveler? It's simple, you have to be able to trust the hotel staff where you stay. And clearly these people CANNOT be trusted.
If you stay here, better not leave your stuff behind if you go to dinner, see sights, or go get a beer.
I trusted the staff to keep an envelope safe and present it to the right person, not steal my money and then try to make it seem as though nothing happened by giving a forged package. I still can't believe it.
So stay here at your own risk because who knows what else might get stolen.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Before I address this particular case, travelers need to listen to my advice: If you ever leave something for someone else to pick up, PLEASE PLEASE PLEASE show the staff member exactly what you are leaving and get a receipt for it-- especially if its going to be several days before the person comes to pickup the item. Sometimes people think that staff at a small hotel aren't going to lose, misplace, or steal your item. However, keep in mind that at least 3 shifts of three distinct people work the front desk at the smallest hotel. Add in a manager. Consider that cleaning personnel may have access as well. There's 100 ways for your property to be misplaced and that's the reason all hotels tell guests they're not responsible for anything.
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My second piece of advice is that when something of yours is lost or stolen, complain quickly using the hotel's published email so you have evidence of the conversation. The longer you wait, the harder it is to investigate. For example, our hotel has 24 hour CCTV cameras recording the front desk, the lobby, and the hallways. Those recordings erase themselves in two weeks to make room for new recordings. I'd gladly spend a day watching video to find a dishonest employee, but I can't do that 45 days later.
My third piece of advice is that when you check into a hotel, especially when using the prepaid reservations, don't forget to leave your phone number and email at check-in in case you leave something in the room. We run into a lot of episodes where people leave things and the phone number they gave to the front desk was a temporary number. Email is the best thing to leave.
In this case, I'm relieved to say that our employees didn't "steal" the money. However, the guest was right that the envelope was grossly mishandled. We're trying to reach the guest to return the money to him, but have not received a response to our private message through Tripadvisor. What happened was the the guest did indeed leave an envelope for his associate. Unfortunately, our staff didn't have a fresh envelope handy and gave him a used envelope that they stapled shut. The envelope was on top of the desk and due to its being moved around, several of the staples loosened. Our administrator was at the hotel auditing receipts and came across some loose money in with the papers. He asked two employees what it was from, but they didn't know (the employee who accepted the envelope wasn't working that day). The administrator took the money and placed it in the hotel's offsite petty cash fund thinking that it was either change from a purchase or that the employee who put it there would notice it was missing and ask a manager. Days went by and that didn't happen. The administrator thereafter went to the United States due to a family emergency. During his trip, the guest's associate came to claim the money. Despite the guest's associate lodging a complaint with the front desk, the staff failed to notify the administrator when he called in. When the administrator returned, staff informed him of the incident and advised that the guest's associate stated that they would stop back to see the results of the hotel's investigation. The guest's associate never returned. On January 16, the incident was posted on TripAdvisor. On January 26, we saw the review and asked the guest to contact us. As of February 7, we haven't received contact so we are responding publicly to address the complaint.
We're very sorry that the envelope was mishandled. It shouldn't have happened in the manner it did. The front desk staff were negligent for not caring better for the envelope. The administrator should have done more to investigate why the money was on the desk as well. We've implemented policies that when a guest leaves something, we ask the guest to advise what it is so we can't account for it. Sometimes guests leave luggage because they go on bus adventures to smaller cities; we now hold that luggage in the manager's quarters. When a guest leaves money, we now log it and ask for the recipients telephone number in case they don't come quickly.
Hopefully the guest will respond to our private message or see this response and contact the hotel so we can send him the money or take it to his associate.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.