Hôtel d’Europe

Me and my wife went to Provence (south of France) last june, 2009, to celebrate our wedding anniversary and decided to stay in Avignon at the four-star HOTEL D’EUROPE, (www.heurope.com).
As the bellman introduced us to our room, he went on and on about the safety features provided by this new high tech room key.
We went to bed and the next morning, before leaving the hotel just to spend a few hours away, I tried to open the safe box to store my money and my wife’s jewelry. ...

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Me and my wife went to Provence (south of France) last june, 2009, to celebrate our wedding anniversary and decided to stay in Avignon at the four-star HOTEL D’EUROPE, (www.heurope.com).
As the bellman introduced us to our room, he went on and on about the safety features provided by this new high tech room key.
We went to bed and the next morning, before leaving the hotel just to spend a few hours away, I tried to open the safe box to store my money and my wife’s jewelry. It wasn’t the “set the numerical code” type of safe box but one that uses a credit card as its key. I tried to swipe my card several times but it didn’t work.
Since I was staying in a luxury hotel in Europe and was convinced about the safety qualities of this new key device, I decided to leave everything fully locked within two suitcases inside the room.
When we returned around 8 pm of the same day and opened the two suitcases (that remained locked after being manipulated) we noticed that all the money and the fancy real gold jewelry - they left behind what wasn’t the “real deal” - had been stolen.
We immediately contacted the front desk and they called the manager. For our surprise the first thing the manager was clear about was that HOTEL D´EUROPE would not care to be responsible and would not be held liable for our losses.
We were taken to the police and an agent wrote down our report and decided to check the safe box at our room. At this time, surprisingly, the safety box was operating in perfect conditions and working with the slightest swipe of both of my credit cards!
It was revolting to hear the bellman stating that he did see “strange people” wandering inside the hotel and when he asked them what was the matter, he got satisfied with a merely “looking for some friends” answer.
Notwithstanding the whole scenario, it may sound a complete absurd, but HOTEL D’EUROPE fully charged us!!
We found out later that five other rooms were also stolen at the same day. The victims were always tourists from abroad Europe.
We also found out that this was the second time that such thing happened at HOTEL D´EUROPE.
This is our story. We know that this warning will not bring back our belongings nor compensate us in any level but we feel obliged to warn as many people as we possibly can to prevent them to stay in places like that and face the nightmare we’ve been through at HOTEL D´EUROPE. Maybe then we can teach the whole hotel staff that their first and main concern and priority should be protect and treat their guests the same way they would like to be treated.
Luis Felipe and Adriana

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Dear Karen,

I have a good memory of the situation that occurred during the stay of Mr and Mrs Sola. It happened on Sunday June 14th of this year. The front desk manager called me at home about a guest claiming that a theft had taken place in his room during his absence. When I arrived at ...

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Dear Karen,

I have a good memory of the situation that occurred during the stay of Mr and Mrs Sola. It happened on Sunday June 14th of this year. The front desk manager called me at home about a guest claiming that a theft had taken place in his room during his absence. When I arrived at the Hotel an hour later I met Mr and Mrs Sola who were staying in room no 207. They explained to me they had arrived the day before and that they had left the Hotel for an excursion in the morning. When they came back in the evening they first went to the room and noticed nothing, came back later and then noticed money and jewelry had disappeared from their bag. We have placed individual safes in all of our rooms with the recommendation to our guests to use them for their valuables. Mr Sola mentioned the fact that the safe was not working when he tried it first. Our staff was not called upon for this matter. When we tried to work the safe later it worked fine and it puzzeled Mr Sola. Had he asked us when he could not make it work we could have helped, we also have safes at the frontdesk at clients disposal. I personally accompanied Mr and Mrs Sola to the police station to help them file their complaint. Mr Sola mentioned a large sum of money and jewelry as the missing items. We forwarded all the necessary documents to our insurance company and made Mr and Mrs Sola aware of the fact it would be handled by the insurance companies. Of course the fact that the valuables were not properly placed in the safe is regrettable. Mr Sola mentioned five other guests had items stolen, this is not true, only one other guest mentioned a theft. I have omitted to let you know that when I came into the Hotel a hour after I was warned of this affair the Police had already been called and was waiting for me when I arrived. We gave them a precise description of the persons we had doubts about and four members of our staff went to the Police station to look at photos of suspected persons. Mr Sola also mentioned we asked him to pay for his entire stay I regret to have to say that this also is not true. The couple stayed 2 nights for a room rate of 175 eur p.nt. and we gave them a discount of 120 eur.
At 9 pm on Sunday evening Mrs Sola mentioned the fact she was anxious not to have to sleep in the same room for the second night, I therefore changed them to one of our very comfortable prestige class rooms with a rack rate of 480 eur. It is a very uncomfortable situation to be in for all parties concerned. We had another case a long time ago, but all the valuables were found as the thieves were caught that time. I can only recommend Mr Sola to ask his insurance company to make contact with ours so that this affair can be taken care of.
We regret this whole situation and gave Mr and Mrs Sola the service we have been giving to all of our guests for many years now.

Yours Sincerely,


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