Nice room but getting a little dated for a supposed five star. Lovely pool clean spacious rooms and good bathroom. Only hotel on a five week holiday which tries to charge for Internet . However half hour before we left found wallet was missing from room safe. Quite a lot of money in it as well as credit cards , driving licence etc. reported it at front desk five minutes before we had to leave. We were told this was the second loss reported that day and that they would get in touch if anything was found. No word to date. What really upset me was that the room safe would lock but could not get key out . We were on trip to Great Barrier Reef when we found out five minutes before we went on our trip that key would not come out. Stupid to risk it but in a supposed five star we thought we would be ok. We never looked when we got back until next morning.
Have tried to find way to contact manger but without success. Reaction was deplorable and a reflection on the hotel itself. A £1000 night leaves a bad taste never mind the wasted day in sorting the cards and driving licence
Comment from Hotel Management
Jan 30, 2017 by Leissa, Hotel Management
Thank you for taking the time to review our hotel. I am disappointed your stay did not meet expectation and deeply concerned regarding your claims of a stolen wallet. According to our records you reported your wallet as being lost somewhere in the hotel and enquired if anything had been handed in, to which it had not. Our front desk agent advised you that if anything was handed over then we would notify you immediately and your email contact was taken down during this conversation. According to this team member there was no mention of the wallet being stolen from your room, nor an issue with the safe not locking correctly. Had we been notified of these details then the hotel would have followed the correct procedure for a reported theft, and the police would have been notified immediately. We take all allegations of theft extremely seriously and our team are all fully briefed on what to do if a guest reports such an incident. Should you wish to discuss this matter further please do not hesitate to contact me directly at the hotel. Thank you once again for your feedback and we wish you all the best for your future travels.
Guest Experience and Loyalty Manager