Stayed for 4 nights during peak period. Front desk was nice in accommodating the busy occupancy schedule but it all ended there and was offset by a terrible and inexcusable experience of major theft from my room.
My passport wallet which includes personal documents and reserve cash kept in my room was breached while I was away. A very significant amount of money was stolen and personal identifying documents were misplaced. It is unresolved if it was a member of the hotel staff (i.e. housekeeping) or intruder. All of this was kept in the in-room safe; which is not reliable. If the lock on that safe doesn't fully latch then the door will swing open.
Upon reporting this theft, the manager became defensive. The manager promptly dismissed me and this incident by suggesting that I lost or spent the money. Instead of being helpful and working to probe and solve this theft from my private guest room on their property, she spent the time and effort trying to convince me I was having a memory lapse. I later learned that they had different housekeeping personnel on each of the days. This exacerbated the problem. They also have the ability to examine the keycard logs but did not do so. They barely made an effort to speak with the various housekeeping personnel that entered our room. All in all they made little to no effort to investigate and resolve this; and losing this much personal property is not trivial and feels violating. Most importantly, based on my experience they did not act on this incident and place safeguards or find the culprit to ensure that thefts do not recur.
- Official Description (provided by the hotel):
- UrbanRoyal Puerta del Reloj is located within the walled city; it is the only hotel located at Plaza de Los Coches, beside the magnificent Puerta y Torre del Reloj. 28 modern rooms with individual air conditioning, cable tv with LCD 42” and complimentary internet access. This fresh and dynamic hotel offers a specialty restaurant, bar, Business center, Board room for 12 people and from the Terrace and swimming pool located on the top floor, enjoy a unique city view. ... more less
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