I feel it important to share an incident I recently experienced while staying at one of Lonely Planet's recommended accomodations. I am a college instructor, on a sabbatical and doing research while volunteering in several South American countries.
I chose the Gran Hotel Hispano as my base while visiting Buenos Aires, Argentina in May 2007. The accomodation was very clean and nice, especially for the price; however it should be noted that the air conditioning did not work.
Sebastian, the youngest of several owners, was friendly, spoke fairly good English and was more than happy to help, although he gave me walking directions (2 miles one way) to an English speaking theatre, that did not exist.
On the evening that I was to depart for a tour around the southern tip of Argentina, I went to the hotel door with backpack secured on my back and large suitcase in hand. Sebastian, who was watching the door at the switchboard, told me it was much safer to leave my luggage in the lobby under his watch while I secured a taxi. I figured he knew this large city better than I and left them under his care. I was only outside for approx. 4 minutes, flagged a taxi and returned to the lobby to gather my luggage to discover MY BACKPACK WAS GONE! Sebastian, although extremely distraught, could not recall who had taken it and told me he had only looked down for a moment. He ran outside and up and down the streets with his head in his hands, but to no avail.
All the notes from my prior journies in other countries, my camera, my binoculars, my books, gifts I had purchased for my sons and fiance, several pieces of clothing and all the receipts I had saved for reimbursement from the college, were gone...over $800 worth. Of course, by then, I had missed my bus going south, another $60 down the drain, as Andesmar, a large, well-known luxury bus fleet, would not refund my money. Sebastian encouraged me to file a police report, which I did. The police said the hotel was responsible and that they would gather a report from the hotel by Monday evening. They never followed up on it.
Sebastian had given me the next two nights stay @ $45 per night and a $12 bottle of red wine in compensation, told me he would refund the nights I had just paid for and would allow me to stay when I returned from my journey around Argentina.
The following morning, after having spoken with the senior owners, Sebastian told me the hotel was not responsible for the theft, even though under his watch, and that he did not intend to follow through with promises made. Sebastian quoted a senior partner, "If I told you to jump from a bridge, would you do it?" I believe this was intended to refer to my apparent "stupidity" in trusting his advice and leaving my baggage in the hotel under his watch.
I, of course, have lost all documentation for my colleagues and for the professional development committee. The pictures from Ecuador, reports and gifts were the hardest to let go of.
I felt it important to write to let you know of this incident, as the police report states that the hotel is responsible; however, there is no compensation, should I try to go after it...and I won't...that could possibly alleviate the grief I have experienced over this incident.
How unfortunate that the hotel will not own up to their responsibility in this matter. Others should be made aware of this.



