Hotel Hospes Palacio del Bailío

Marianna N1 year ago

1/5

I was a guest of this hotel from the 7th to the 9th of June, more precisely where my spanish vacation started. I was negatively effected by a very unpleasant fact that I will report as following. The 8th, I decided to use the spa facilities  and had a massage; I took off my jewels: a golden necklace with a pendant, a very heavy and old style golden bracelet and a very heavy and old style silver bracelet. Total value between 2.000€ and 2.500€ and a very important significance to me, beyond any money value. I never, never, never take off this jewels from my body, and crazy enough I decided to do this right at the spa of this hotel. After I finished with the massage, I put on the bathrobe spa with my bathing suite on. I left all my belongings inside the lockers when at the pool (5 minutes) and as soon as I finished I went to the room, bringing my belongings by hands. Either I left the jewels inside the lockers or inside the bathrobe pocket, unfortunately I left them there, until the whole memory of the void they left came to my mind, only one hour and a half after I left the hotel. I started a back and forth of phone calls, text messages and email that lasted until late in the evening. The thing that strikes me the most is the lack of care of each person that toke care of the situation. Not to mention that only at last I was reach out by the manager. I was treated properly just after I set the tone level high with the whole staff; before that, the only comforting words were “sorry for the inconvenience and best regards” or “We asked to the housekeeping”; no dear, these are not the expected answers from an hotel who pretend to be a five star. And again at the end of the whole story “sorry, we have done everything in our power and we can not do anything else”. I acknowledge the fact that, ultimately, hotels are not responsible for belongings left out of lockers. That was also the dry and emotionless response I received from the hotel manager. But what should drive an hotel management choice in cases like mine are not the rules, but the good sense. Treating guest properly not just with words but with fact is what makes the difference from a low rated hotel and a high quality one. Things like what happened to me can also bring the hotels to active insurance that usually covers damages or loss of guest belongings. They did not proposed to me anything like that, which concerns me the most. Someone from the hotel staff is enjoying by now my jewels, that are gone with some of my family memories.. Not to mention that I ruined my whole vacation for this very bad event.