"If I could give zero stars for the handling of a serious incident, I would.
Our holiday ended in what can only be described as a distressing and exhausting ordeal after our Canon camera, worth approximately £700 and containing all of our holiday photographs and memories, disappeared from our hotel room.
What has left us most shocked, is the hotel's handling of the situation.
After reporting the disappearance, we spent the entire final day of our holiday waiting for CCTV footage that we had specifically requested. When footage was eventually shown to us, it was not from the correct times or angles we had asked for. This was after hours of waiting and repeated assurances that the matter was being investigated. We were initially told this footage would be available to us at 8am, then 11am, then 2:30pm, eventually at around 8pm we were shown the incorrect footage. A message was received from the manager to say that nothing relevant was discovered in the footage but failed to realise that this was from the wrong time, which had to be pointed out by ourselves.
Juan, the manager, assured us that we would receive regular updates, even if there was no progress to report. Sufian, another manager, stated that he would personally ensure the matter was dealt with urgently, acknowledging that it was completely unacceptable for guests to experience something like this during what should have been a relaxing holiday.
Since leaving the hotel, neither manager had responded to texts or emails despite those assurances. As both Juan and Sufian had given us their personal numbers to contact them about our case, I informed them I would be leaving an honest review on trip advisor, following this a reply was received from Juan, again with no meaningful update regarding our case despite the urgency required.
The reception phone number available via the hotel website and google has also stopped working from my phone since leaving the hotel, leading me to believe my number has been blocked. A reply was only received to my message after notifying the manager that I would be leaving an honest review of my stay. I have been informed now the only what to contact the hotel is via email but have had no reply to an email sent 5 days ago.
We submitted a formal complaint directly to the hotel and received no meaningful follow-up. We have now had to escalate the matter to Blue Sea Hotels because we have been left with no confidence that the hotel intends to properly address our concerns.
We also found it astonishing that there appeared to be little or no useful CCTV coverage in key communal areas. We were informed that there was no CCTV in hallways due to privacy concerns, yet no satisfactory explanation was provided as to why there was no meaningful coverage of lifts, lift entrances or other communal access areas that would not compromise guest privacy. We were left with the impression that there was very little ability to properly investigate incidents occurring within guest accommodation blocks.
Instead of enjoying the final days of our holiday, we spent our time speaking to managers, filing police reports, chasing updates and trying to ensure that evidence would not be lost. The stress and anxiety this caused completely overshadowed our trip.
A hotel's true standards are revealed when something goes wrong. In our experience, this hotel failed at every stage: communication, transparency, urgency and customer care.
We returned home without our £700 camera, without our photographs, without clear answers and without any confidence that our concerns were ever treated with the seriousness they deserved.
This experience has left us deeply disappointed and we are now seeking further advice regarding our options moving forward."
