Expensive phone was stolen, beware
Posted Sep 1, 2016
Stayed a week travelling BA Business class with Expedia. iPhone 6+ 128 gig (£729) disappeared whilst left to charge in room during breakfast, many phone calls and long waiting at police station later, very little sympathy from hotel, getting stock answers from a disinterested manage getting you nowhere. The only 5-star aspect was their stunning spa and pools and occasionally chocolates that you got with the turn-down service which I also got more of when I checked out, maybe a way of the hotel saying 'sorry', but I had to remind them that chocolates had been promised to my child. The guest relations manager Susannah was reasonably patient over the issue of the lost phone and helpfully organised the police report, however there was definitely an official line on the whole theft incident. I did meet people from the UK who said they'd been coming to this hotel for many years sadly I won't be, but to be fair it is probably one of the finest spa arrangements I have seen from leading hotels and the grounds are beautiful, the kids' club often idle and there are over-ambitious and over-priced out of season clothing in the shopping arcade in the lobby.
Comment from Hotel Management
Sep 4, 2016 by Hotel Botánico, Hotel Management
thank you very much for your feedback and for your visit to our hotel. As expressed previously, we deeply regret that your telephone has gone lost, but please remember that the GPS located it downtown and not whitin the hotel facilities. Moreover, we clearly inform our guests that the hotel is not responsible for valuable items that are not kept in the safe.
Our staff has been with us for many years and we have never suffered incidents of this kind and have therefore no reasons that lead us to be suspicious of them.
Please accept our apologies for the inconveniences once again, but believe me that we have made all possible efforts to find your telephone had it been left somewhere in the hotel. We regret that your holiday was marred by this sad experience but truly believe that we should not be held responsible for your loss.
Gustavo Escobar - Hotel Director