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“We were robbed right out of the hotel "safe"”

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Tijuana Marriott Hotel
Ranked #2 of 45 Hotels in Tijuana
Certificate of Excellence
Reviewed July 9, 2010

I want to share what happened at our Marriott stay so perhaps it will not be experienced by anyone else, my biggest advice is do NOT use the room “safes” they are anything but, we had several small problems on arrival which I was fine with first they said they had no room available for us right after saying they were expecting us but we could wait about 15 minutes and theyd get one no biggie trying to go with the flow, then she failed to actually activate one of our keys, again no big deal, there were several other small issues but they aren’t important to condense it money was stolen from our hotel safe, they promised to have police file a report etc waited for us to get back home and changed their whole story, we are out $200 but hopefully it will be valuable advice for someone else. To make this easier here’s my copied and pasted messages. I want to add I waited two nights for them to contact me intially and never heard a word, since my last message to them I have received NO reply. I am in the process of looking up the CEO, I alerted my coordinatoor as to what happened as well. I x'ed out our personal information to repost (only email addresse and last name)

This below message is a reply to the message below my first orginal message will be posted next.

This is Samuel xxxxxxx I would like to start by pointing out several inaccuracies in your response the biggest being that we were supposed to file the report we were very specifically told that you were going to call the police because they had to look at and fingerprint the safe as part of the investigation in order to file a report. I was asked if we would be available when they arrived and I stated that yes we would be if it wasn't too late since we had to leave at 1:30. We were still waiting for police when we had to leave (sat in the lobby after speaking to head security) and so left our contact information SPECIFICALLY so that we could get a copy of the police report. Claiming that I was told we had to go to the station is a bold faced lie.

My wife had the head security paged before we left and told him we wanted a copy of the police report when it was completed and he agreed he would send it to us. Further the money was checked and counted as it was put in the safe so it was clearfly taken from the safe.

I will wait a reasonable time for your reply before taking further action. Thank you for your time.
Samuel xxxxxxxx




--- On Mon, 6/21/10, Front Desk Manager <psanchez@grupodiestra.com> wrote:


From: Front Desk Manager <psanchez@grupodiestra.com>
Subject: Marriott Customer Care Issue - Lucy xxxxxx - CHUG-86LU7R
To: xxxxxxxxxx@yahoo.com
Cc: "Customer Care" <guestexperiencesupervisor@marriott.com>, fsilva@grupodiestra.com
Date: Monday, June 21, 2010, 1:42 PM


Dear Mrs. xxxxxxxx,



As per your report, please be advised that according to our internal security regulations and our routine inspections, we got the following:



1.According to readings and reports from our data base for room key cards, access to your room were only posted by our housekeeping associate, using her authorized master key card for cleaning, and the 2nd one for the data out of the 2 key cards we gave you at the time of your check in our property. There is not signal of break in. Room 305 has not balcony, there is no way to have access from the street.



2. Nobody would have access to your safe box, EXCEPT for those that could have the password required. According to your husband, he set them up and share it with you same date of your check in. For your information If password are not accessed properly, safety box would be block immediately.



3. According to the 2nd report filled with your husband and our security supervisor, he explained that from the date of your check in and the time of your report, he never back to the safe to check if the money was there, every time he went to the safe , the wallet and passports were there, BUT never check if the money was there.



4. Your husband reported that you were in and out of our property, he explained that you spent some time in downtown on Tuesday, Wednesday you were at the hospital , Thursday you had a surgery and was until 8:30 PM on Thursday that you realized that the money was not there.



Last Friday, with all the above mentioned points in our records, we suggested your husband that a police investigation should take place to clear this up for you and that you should stop by the police station to fill the report, however, he explained that you would not be able to move because of your surgery and you were almost on time for check out of our property. In Mexico to fill a report, damages should be reported directly by the people affected in order to be directed with a Judge. There was no way for the police to stop by our property an take your report.



Please, let us know of anything you may need to clear this up, you can be sure that our commitment is to provide our guest a good operations of our services. Accept our apologies for any inconvenience this may caused and feel free to contact us for any additional information you may require.



Respectfully,





Pedro Sanchez

Front Desk Manager

Hotel Marriott Tijuana

Grupo Diestra Hotels & Resorts
These messages (above and here) were all copied and pasted exactly as they were received, no information was changed except for xing out our last name and email addresse as stated to protect my personal information. I also edited out my coordinatoors info from our messages as I am unsure if she wants it posted. I sent my orginal message to them through the Marriotts contact us however here's my message to my coordinatoor.

On Fri, Jun 18, 2010 at 8:54 PM, sam <xxxxxxx@yahoo.com> wrote:

xxxxxxx, That's what we told the manager we have no idea how it happened but clearly there's a way, I know they can use their master cards to open it but I have no clue what actually happened except that the $200.00 disseapeared from the safe it defintely put a damper on the trip. They promised to file a police report but still had not done so by the time we had to leave and I asked if we could have a copy of the report once it's filed, we left our information but I am unsure if any follow ups going to be done,we are willing to cooperate fully. I am glad our passports weren't taken so at least we are not stuck there with no money. I am doing ok as far as the surgery
goes.

From: My coordinatoor unsure if she wants her info posted so leaving it out.
Subject: Re: Need reply asap.
To: "sam" <leo_20_97838@yahoo.com>
Date: Wednesday, June 23, 2010, 3:39 PM



Lucy,

Have you heard anything more from the office or from the Marriott about your stolen money?

Please let me know so I can follow up on this and see if the Marriott will compensate you in any way. Did they offer you anything? Who did you speak to at the Marriott? Was it Oscar?

Are you planning on coming back to us for a fill?

Warm regards,

xxxxxxx

Thursday, June 24, 2010 1:35 PM

xxxxxxx,
No they are not willing to do anything, I contacted the Marriott again and they contacted me back once and that was it, they never replied to my messages beyound that.
Even worse in the one reply they completely back pedaled and are NOW saying that we have/had to go file a report with the police when we asked while we were there and were SPECIFICALLY told by the head security chief and the manager that they were going to call the police because they had to look at and fingerprint the safe as part of the investigation in order to file a report.

We told them fine but please make sure they had them there by 1 because that's when we were required to check out (this was the early am) they never showed so, we went down and sat in the lobby I had the chief security person paged again and we spoke to him again I CONFIRMED that they were infact going to file the report (he claimed they were still waiting for the police even though their were police parked outside for around 20 minutes and some of the hotel people went out and spoke to them so I intially thought they were getting them then but they never did)I told him very specifcally we wanted a copy of the police report sent to us he confirmed he would once they showed up, we left all our contact information with him.

When two nights had passed with no contact I contacted them again when they finally responded they responded with the claim that we had to go file the police report (very convient for them to change the story now that days have passed and we are back in Oregon completely unable to do so)

I know either it had to be someone with a master key card, or they have a way around it because the money was counted when it was placed in the safe and GONE when we retrieved it to count it and verify all was there.
And here's the orginal first message to my coordinatoor after it happened.
Friday, June 18, 2010 7:13 AM
xxxxxxx,
I forgot to ask so figured you could help me get the info but I needed to know what size and type of band I received, also are very cold drinks harmful? Also we leave today and we had $200.00 in us dollars taken from our room the hotels checking whos been in our room etc but what is the normal procedure here? Do we or can we file a police report? Thanks in advance.

  • Stayed: June 2010, traveled on business
    • Value
    • Cleanliness
    • Service
5  Thank mommyofmore
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Marriott_Tijuana, General Manager at Tijuana Marriott Hotel, responded to this reviewResponded July 15, 2010

Dear Mr. and Mrs. XXXXXXX:

We want to express our sincere apology for any inconvenience that you may have had in our property . We had never had a situation like this before. I have already send you an email regarding this matter.

Following the message from Mr. Pedro Sanchez, our Front Office Manager we want to let you know that according to our internal regulations in Mexico and the current legal applications in
the State of Baja California, a situation like a robbery or a break in has to be reported to the police DIRECTLY from the people affected.
Once this is done and SIGNED by both parties, they can open the investigation.

We want to let you know that we have the keys and safe reports and the only readings are from your key cards. We DO NOT have any special keys to open the safes since the code entered to lock them its known by the guest ONLY.


Please do not hesitate to contact us if you need any additional information. We want to make sure to you that our most valuable asset is our guests, and we have a special commitment to offer a SAFE service of GREAT QUALITY.

Kind Regards.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Reviewed June 7, 2010

Stayed here over the weekend. The room was clean, the grounds were nicely kept and the pool was warm! The staff was hospitalble and friendly. Had a lovely time. Would stay here again.

  • Stayed: June 2010, traveled as a couple
    • Value
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    • Sleep Quality
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Thank Green310
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Marriott_Tijuana, Manager at Tijuana Marriott Hotel, responded to this reviewResponded June 24, 2010

Dear guest,

It was a pleasure to welcome you in our Hotel.
We are really glad you had a wonderful time and look forward to have you here with us again so we can give you the excelent service that you deserve.

Thank you for choosing Marriott Tijuana Hotel!

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Reviewed April 3, 2010

I stayed here because it came included with my surgery package, but I really liked it. The staff all spoke English well, and were friendly. There was even a younger man in the lobby working who helped give us some tips on where to go while there in Tijuana. My father enjoyed the restaurant, and we had drinks the night before my surgery. It was all really nice and I liked the style of the hotel. The rooms were nice, and my only wish was that there were more TV channels in English. However, it's of course expected that the cable be in Spanish while in Mexico lol. The business center was nice, and it helped me keep in touch with my fiance while I was away. The hotel even offers a cab service if you're worried about the regular cabs there. We had a nice view from our balcony of the hills. If I ever get to go back, I will be staying here again.

  • Stayed: September 2009
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
1  Thank sweet_cyanide_23
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Marriott_Tijuana, Revenue Manager at Tijuana Marriott Hotel, responded to this reviewResponded April 13, 2010

Thank you very much for your kind review.

We are really glad you had a good experience in our Hotel an look forward to welcome you again any time soon.

It was to plesure to serve you!

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Reviewed January 30, 2010

The best breakfast buffet in town. Clean and safe, good service.

Stayed: January 2010, traveled as a couple
1  Thank Juanphoto
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Marriott_Tijuana, Revenue Manager at Tijuana Marriott Hotel, responded to this reviewResponded February 17, 2010

Dear Guest:

We appreciate your review and thank you for choosing our hotel.

We keep working to offer you a better service and look forward to having you here with us again.

Thank you once again!

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Reviewed August 22, 2009

the hotel is much ado about nothing. u will get a comfortable room whose carpet, floor, switch, wire, nut and bolt u will be charged for. some of those things dont work. breakfast was badly delayed till 11 am on one day. the hotel kindly agreed to pay for the breakfast but withheld the fruit juice ! the hotel charges 20% tax over the rate of 75$ making ur bill come to 89$ finally per day. if u can find another option then go for it.

Stayed: August 2009, traveled on business
2  Thank happyonlineFlorida
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Marriott_Tijuana, Revenue Manager at Tijuana Marriott Hotel, responded to this reviewResponded February 17, 2010

Thank you for taking you time to write a review about our hotel.

We are deeply sorry you had a bad experience with us but we are working on improving our services and look forward to have you here once again.

Thank you and please accept our apologies.

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Reviewed July 30, 2009

We were a little jittery about traveling to Tijuana but made the trip anyway from Chicago. The cab driver charge us $18 from the airport to the Marriot, which the doorman told us was too much. The staff at the Marriot is extremely friendly and courteous. The room we stayed was clean and quiet. The pool is also kept impeccably clean. We travel a lot and have stayed at top hotels in Europe, Asia, and the Middle East. Marriot, Tijuana, is certainly at par with some of the best hotels in the world.

  • Stayed: July 2009, traveled with family
    • Value
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1  Thank mia1981
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Marriott_Tijuana, Revenue Manager at Tijuana Marriott Hotel, responded to this reviewResponded February 22, 2010

Thank you for taking your time to write about us, we hope we can welcome you in our hotel anytime soon!

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Reviewed April 13, 2009

I recentky stayed at the Marriott in TJ, a little worried due to all the bad press recently against TJ, but to my surprise was a wonderful trip!. The service was outstanding, they upgraded our room to one with a beautiful view. Sergio and the concierge were incredible , giving us tips about a great Argentinian rest, Cheripan, ans a great winery, De Cetto. We are coming back. by the way, we felt very safe, we rode cabs to everywhere, went to due some groceries shopping, to the mall. Great Stay! Free internet.

  • Stayed: April 2009, traveled as a couple
    • Value
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    • Rooms
    • Cleanliness
    • Service
1  Thank MiaMobile
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Marriott_Tijuana, Revenue Manager at Tijuana Marriott Hotel, responded to this reviewResponded February 22, 2010

Thank you for taking your time to write about your stay in Marriott, Tijuana

We are very glad that you had a wonderful experience with us, we hope to welcome you anytime soon.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about Tijuana Marriott Hotel

Address: Boulevard Agua Caliente No. 11553 | Baja California, Tijuana 22420, Mexico (Formerly Emporio Tijuana)
Phone Number:
Location: Mexico > Baja California > Baja California Norte > Tijuana
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Restaurant Room Service Swimming Pool Wheelchair access Airport Transportation
Hotel Style:
#1 Family Hotel in Tijuana
#2 Romantic Hotel in Tijuana
Price Range: $127 - $175 (Based on Average Rates for a Standard Room)
Hotel Class:4.5 star — Tijuana Marriott Hotel 4.5*
Number of rooms: 209
Official Description (provided by the hotel):
Located in Tijuana, the elegantly-appointed Tijuana Marriott Hotel is Mexico's premier hotel. Our property is situated in close proximity to the Tijuana business district, Rio Shopping Center and many of the local area's best sites and attractions. When you stay at our hotel in Tijuana, be sure to take advantage of our modern restaurants, state-of-the-art fitness center, beautiful pool and comfortable bedding! ... more   less 
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Also Known As:
Marriott Tijuana Hotel Tijuana
Tijuana Marriott

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