We were with Ritz Tour staying at the hotel for two nights on Dec 24th and 25th. On Dec 25th, the group were scheduled to have dinner at the hotel at 6:30pm. One guest came down at around 7pm and notified us that someone had used a master key and went into her room. The guy told the guest that he was trying to answer a service call and quickly left right after.. Most guests went up to the rooms and checked for their belonging and many of us noticed our belongings had been touched on. My husband discovered the thief had taken all his cash from his waist pouch (about 2000 euro and 2000 US). All guests were panic and claimed to call the police. One hotel staff told us we should not call the police because he had no proof that we were telling the truth.....It ended up another hotel staff checked the video and did notice a man had broken in to many rooms one after another while the guests went down to have dinner, so police finally was called after almost 45 minutes later. On call hotel manager showed up almost an hour later. He reassued us he would file hotel insurance and should have no problem reimbursed our money back. Now that it's been a week after all of us get back to US from Italy. Two parties (including us) who had suffered loss had tried to contact the hotel manager trying to get a status update on the insurance claim. So far nobody has responded to us despite our multiple emails. We had written to the hotel manager in 3 seperate instances. We are completely disappointed not only the hotel was not safe at all, but the non-responsive manner that the hotel handled this matter. We do not know if the hotel did indeed file the insurance nor did we know if we would ever get our money back. No word no nothing. Ritz tour immediately said they were not liable but did say the hotel should be. I hope responsible party from Crown Plaza Venice would respond to our e mail once he looks at this. It is sad that I have to use this method to get the hotel attention, if any......the scary thing is the intruder was using a master key and can get to all the rooms. The other suspicious thing was one of the hotel staff actually tried to delay us from calling the police. On top, the hotel was not at all responsive to the suffered parties despite of numerous e mails to urge for follow up. Total disappointment.
- Crowne Plaza Venice East
- Crowne Plaza Quarto d Altino
- Holiday Inn Venice East
