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Something Stolen From My Room
Something happened to me a few weeks ago when I was traveling through Europe. At my hotel in Brussels, the maid lost something that belonged to me in my room. I didn’t write about the situation when it happened, because I preferred to get a full resolution before posting about it. Here is what happened.
Keeping the Power On
Most hotel rooms in countries outside of the United States have slots to put the room key in to activate the power. At the Radisson Blu Royal hotel in Brussels, this slot works with any standard credit card/room key sized card. Since I was only given one room key, I decided to leave a personal card in the slot to keep the power on when leaving for the day.
While I respect that hotels want to save power when a guest isn’t in the room, sometimes it needs to be on. In this case I needed my laptop to charge and all of the outlets shut off when the key was removed. I made sure to turn off the heater before leaving, so that only my laptop was charging.
When looking through the few cards I had, I decided to leave my AAdvantage Platinum card in the slot. I figured it was the least valuable card I had with me, although I had planned to use it to access British Airways lounges later in the trip after hearing mixed reports about them requiring the physical card. (Thankfully that wasn’t the case.)
The Card Goes Missing
After leaving the hotel & spending the day out in Brussels, I returned to my room to find that my card was gone. Not only was the card gone, it had been replaced by a plain white room key. So the maid had purposely taken my card out and actually replaced it with something else. I searched high and low and the card was gone.
Upon discovering this, I went down to the front desk and spoke to the agent. She told me that she would contact the head of housekeeping and call the maid at home to find out what happened. I was told to check back and when I did, she said that the maid remembered my card, but didn’t know what happened to it. I was then told to speak to the manager in the morning.
The next morning after checking out I spoke to the manager on duty. She apologized, said it wasn’t their policy to take guest belongings (obviously) and told me she would investigate. She then asked for my email address and phone number to follow up. I was told I would hear back the same day. After leaving the hotel I traveled on to Amsterdam and then eventually Hong Kong and before long a week had passed.
Follow Up With Corporate
Finally I decided to contact Carlson Rezidor since the hotel had not contacted me. After explaining my situation in detail in an email, I received an automated response saying that the hotel would respond within 48 hours.
Three days later I received an email with a gift card for 100 Euros. The email was sent with boiler plate language. There was no apology and my situation wasn’t specifically addressed. Additionally, the gift card that was sent can only be used in select countries in Europe & the Middle East, making it a little difficult for me to redeem.
I know it was only a frequent flyer card, but it was really upsetting to have something that belonged to me taken from my room. Additionally, I was nice at the hotel and gave them time to investigate to figure out what happened. I am not sure why they never followed up, but I can only think that they were hoping I would just go away.
I don’t believe that the maid purposely stole my card, however she did remove it and replace it with a completely different one. Either way, the hotel could have tried to resolve the issue or at least follow up with me, but they chose not to.
I doubt I will pursue this matter any further, although the entire situation has left a bad taste in my mouth. Do you think I received fair compensation? Has anything like this ever happened to you? Should I get over it because it was just a card? Let me know! I’m genuinely interested to hear what you think.