We are staying fr 11 to 15 Feb, while we were swimming,we put four books at the chair besides the swimming pool, and then we went to the gym and then got back the books and found that one of the books was missing. Therefore, we asked the counter, and the staff replied that no one picked it up. The next day, we asked the Singapore couple whom we remembered, were also swimming, if they had taken our books, and they said yes, and "thought" that it belonged to the hotel, and put it back at the library, but apparently not because we could not find it anywhere! When we said that we would ask the counter for help, the Singapore couple suddenly ran away from the restaurant, and we even did not know their room number. We asked the hotel to report a theft, or even asked if there was a need to call the police, because apparently, the Singapore couple was stealing our book, and ran away, and did not want to be caught! We suggested the hotel to take a look at the CCTV, but there was none at the pool side or even library (the place where the thief claimed that he had placed the book into). And it took a long time for them to find out the room number of the Singapore couple. And that day was their check out day, luckily, when they checked out, they suddenly agreed to give back the book when they were asked by the hotel manager.
It seemed to us that YOUR PROPERTY IS NOT PROTECTED IN THE HOTEL. YOU CANNOT CALL THE POLICE TO COME TO THE HOTEL, EVEN THOUGH YOUR PROPERTY IS MISSED IN THE HOTEL PREMISES, AND IF THE GUEST (THIEF) DID NOT GIVE YOU BACK YOUR PROPERTY, you can just say to yourself that you are not careful enough. Luckily, we only lost a book, if we lost a camera, or something that was expensive, the hotel cannot do much for you, even to look at the CCTV, because there were only a few in the public area, and the IT staff was not always there to look after the CCTV. And DO ASSUME THAT THERE MAYBE A THIEF STAYING NEXT TO YOU IN THE HOTEL, AND BEWARE OF YOUR PROPERTY!
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
17 February 2012
Dear cchcck,
It is extremely disappointing to read your version of events pertaining to the security of guest’s belongings at our hotel.
I would like to point out here that the security of our guests and their belongings is our prime concern and we have installed more than 50 security cameras around the hotel to ensure that.
Let me also correct you on your point that we do not have security cameras at the poolside – we have two cameras at the poolside.
I am sure you will understand that we cannot always know which book belongs to which guest. However, the moment you reported this incident to us the staff of the hotel immediately began to help in locating your missing book. I am surprised you overlooked to mention that four members of the hotel’s senior management team, Front Office Manager, Guest Experience Officer, Housekeeping Manager and the Assistant Food & Beverage Manager were helping you to locate the missing book. The reason the police was not called is because the hotel would like to ensure that there was indeed a theft before handing over the case to the police.
The delay in locating the guest who had taken your book was not because we did not know them but because they were not available in the room and we cannot enter a guest room in their absence unless there is an emergency. I am sure you would not appreciate us intruding on your private space in any event except an emergency.
It is indeed unfortunate and insulting that you choose to call our guests thieves based on a simple misunderstanding. Guests who pay upwards of USD 100 per night to stay with us do not need to steal a book.
I am sorry that this incident left a bad taste in your mouth, however, we would like to welcome you again to experience our hospitality and enjoy your holiday.
Warm Regards,
Management
Avista, Phuket
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC