Park Plaza Hotel Wallstreet Mitte, Berlin, Germany
Queja 211960 Detalles

I'd like to report an incident which happened to me and my friend on our stay in Berlin between the dates 7th and 10th of February in one of your hotels Park Plaza Wallstreet Mitte. We made the reservation through booking.com and carefully picked out the hotel considering the fact that it has 4 stars and is a member of the prestigious chain hotels of Rezidor Hotel Group. After the first night, in Friday morning we left our hotel room for city tour and from that moment our trip was ruined. When we came back to the hotel room, at first we realized that my iPad was stolen from my luggage. While we were calling the reception for this burglary, we realized that my friend's one week old MacBook was missing as well. From that moment, we carefully searched the room to determine if there is something else missing. It seemed that our perfumes and my deodorant stick were gone as well. We left the hotel room immediately and went downstairs to speak with the authorities at the lobby. When we requested that we wanted to speak with the general manager for this unacceptable incident the staff told us that he is in a meeting. It was 9 p.m. at Friday night and the staff came up with an excuse like this just to avoid us. We told them it was a non-acceptable excuse that he needs to be at the hotel right as soon as possible, they changed their excuse that he was abroad. We were the victims of this incident and the only person could help us to clarify the situation was making up excuses not to encounter us. As our valuable personal belongings were gone we want to report this incident to the police. The police came and listened us and reported the event. They told us they will handle the situation. After the police were gone, we were still hoping that the hotel manager will at least call us and present us his sincere apologies for the unfortunate incident. However he didn't bother us calling, instead we called him and told the incident to him again. He told us it is our fault that we didn't put everything that we own into the safe (including my deodorant stick) and just for us he can manage to come to hotel at 3pm next day. We arranged a meeting at 3pm next day and meet with him at the lobby. He told us that technicians looked for entries to our room and find out 3 entrances between the times that we left the room and came back at night. He claimed they interrogated the staff and no one took the blame for our stolen belongings. At last he told they can only start the proper investigation after we left and there is nothing that he can do about it.

In conclusion, we were really shocked that how a burglary can occur in such a prestigious hotel group like Rezidor and really disappointed from the manners of the general manager of the hotel. We certainly believe from the deepest part from our hearts Rezidor Hotel Group will clarify this incident and solve this mystery for good. We believe that an incident like this is a disgrace to a hotel group like Rezidor and we believe that necessary precautions will be taken to prevent burglaries for good.