We are a Mexican family, with relatives in Villahermosa. Therefore we travel here frequently. For the last 3 years, my family and I have been using this hotel 3-4 times per year. It seemed a good deal for your money but when valuable properties were stolen directly from our room, by the cleaning maid, it doesn’t matter if room seams a “good value” or not, any stay becomes a “rip-off”. It will cost me the equivalent of 2 stops in this hotel, to buy back the earrings I gave my wife’s for her birthday.
What it is sad is hotel staff seemed "concern" and "worry" for the situation, but actually did nothing for, at least, give back some satisfaction to an old, loyal and, by the way, Gold Priority tier customer. They just accomplish what internal procedures stated: complete a report, period. After fulfilling it, their indifference was too obvious (file it and forget it), so I demanded “a compensation”. Hotel management offered a merely 10% discount over final bill, when stolen jewelry worth more than 15 times that amount.
If this is their idea to “give a compensation” to a frequent and loyal guest, I can imagine what it would happen to a first-timer.
Definitively we will never come back. Be advised!
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
2 July 2009
Holiday Inn Express Villahermosa, offers complementary safety deposit box in each room. This service is to protect the guest value items. When a guest refuse to use this service, he or she is in knowledge of the risk. In an incident of possible stolen action, the hotel security policy mark that is necessary to reed, immediately after the report, the electric door dock data in order to know who get in or get out to and from the room. Whit this information, we make the investigations with the hotel staff involved. If the staff interviewed presents a suspicious actions, immediately the local police is call. If there is not a solid case and there is an evidence that the stolen item reported may be lost in a different place than the hotel, we invite the guest to present his or her complain to the local police office. Also, as part of the investigations, the security hotel staff needs to register the guest room due many times the items are in the same room, but when the guest refuse to allowed to follow this procedure, then we can not conclude the investigations and we can not accuse to any staff member for something not proved. In this case the hotel insurance in not applicable because the insurance company needs that all the investigations procedures be finished.
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