I wanted to share my horror experience at this hotel so this doesn’t happen to anyone ever again! My wife and I booked a week-long stay through Booking.com, attracted by the positive reviews and the placement in the National Park, guarded by the National Guard. However, what we encountered was truly terrifying. On the fifth day, during breakfast, we were victims of theft by the hotel staff, who accessed our safe and stole all our money ( and it wasn’t a small amount). Shockingly, neither the staff nor the authorities took appropriate action. The manager's dismissive attitude only worsened our distress. She repeatedly questioned us about every action we did in that morning, prolonging our worry, acting like we dreamed about the robbery. Despite the safe having a code and the ability to provide transaction reports, the hotel staff refused to cooperate. We found out that every hotel has assurance for this kind of situation, but depends on them if they want to help the guests or not. When police arrived ( we went to the police to file a complaint, the hotel didn’t even bother to call them), their indifference added to our sense of helplessness. We were quickly escorted out of our room, we packed our things and left to wait more than four hours at the reception for nothing. When they finally finished their so called investigation, their conclusion was that the robbery was definitely an inside job and that’s it. Nothing happened after. No follow up, nothing. Attempts to seek help through Booking.com proved equally ineffective, as I saw a conversation between them and the hotel, their response seemed to prioritize customer loyalty over addressing our concerns. Booking wrote to the hotel ( after we made a complaint on the site) that this is the perfect opportunity to turn a dissatisfied client into a loyal one. Are you kidding me?! This idea is way out of touch given the seriousness of our situation. We went to a lawyer because we intend to sue the hotel and booking.com also. This definitely happened before ( as we found out after) and booking.com still kept the contract with this hotel. As it seems, for booking.com the money made from made from the contract is more important than the safety of the people that use their platform. We have no intention to let this situation unresolved. Given these troubling events, I urge you to think twice before booking a stay at this hotel. The disregard for guest safety and lack of accountability demonstrated by both the hotel staff and Booking.com are deeply concerning. Sadly, our once-enjoyable trip turned into a horrible experience, leaving us disillusioned and never to return.…
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.