Someone has stolen to me my mobile and watch. The hotel just say: they can't help me :((”
I was there for 11 days with my kids. It should have been great holidays but it wasn't. I had to make a complain because two times some workers from the hotel they take away my towel from my beach bed when I went to the water. Two times!!! I go to the water then when I go back to my beach bed I don't have my towel. They had left my bag and shoes, alone, there, near the beach bed, only my shoes and bag, like if I didn't care for my things because they took away the towel. One sad day of my holidays, still being at this hotel, someone take away my blackberry passport (700€) and my Cartier watch (3000€) and the thief left the towels. It was a shame. I was at the beach. I went to the water,when I came back to my bag there wasn't inside my bag neither my watch neither my mobile and the hotel told me they can't help me because there are not video cameras near the beach. The worst from the hotel it was that they told me "go to your room to make a call to Spain" . When I have realised someone has stolen to me then I had to call my spanish company to block my mobile, I did two calls: one to my parents to notice them and one to the shop where I bought the mobile to get to block it, and both calls they didn't let me to do it for free. They made me to pay for them. Incredible how bad they was when someone had stolen to me in their hotel!!! A friendly Turkish man, also a customer, help me with the translation to force them to call police because they didn't want at first (the hotel). After that man helps me and speak with them then they drive me to the police to do a complain. Becareful, your things are not safe and noone at the hotel are gonna help you if some one steal to you. after to pay them for all the days we was at their hotel 7699€, wonderful it would have been they let me to call for free to my country to inform to my parents and mobile shop about the problem.
We would like to thank you on behalf of Güral Premier for your review. All kinds of reviews about our hotel are very important to us and help us significantly improve our service and the quality of our service. We wish to inform you that all opinions stated here are recorded and processed in cooperation with all departments of the hotel, as well as top managers.
We regret to hear that your mobile and watch was stolen from your bag at the beach. Yes, we do not have a camera at the beach as it is a private zone for the guests and it is not allowed by law to use a camera there. We would like to inform you that our housekeeping department has checked all towels and talked to the staff regarding this situation, however, the phone and watch was not found. The hotel is not responsible for the lost property that is why our Guest Relation Officer took you to the police with a car and helped you with translation so that they could check everything and write a report, and that is why we requested you to bring us the IMEI number to try tracking the phone. Due to this fact we cannot accept the sentence 'The hotel just say: they can't help me'. Moreover, there was no lack of security found and in the public areas the person himself is responsible for his personal belongings. All staff has been informed regarding this situation so in case we get any kind of feedback or information it will be forwarded directly to you.
Would be more than glad to welcome you once again at our hotel.
Kind regards,
Güral Premier Tekirova
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