iPad lost/stolen at hotel in Bulgaria

05bar76

I'm currently staying in a hotel in Sofia, Bulgaria (leaving 2/12) and have had my iPad gone missing while it was in my bags in my room. On my day of arrival 27/11 I checked in at the appropriate time and put my stuff in my room. The room, however, hadn't quite been completely cleaned and the housekeepers trolley was outside with the door open. The housekeepers were nowhere to be seen so I left my stuff in my room and shut the door, so it was locked when I left it.

On returning to the room after a drink downstairs, my luggage was gone. I asked a member of staff where it was and he found out that the housekeeping staff had taken it to their office. He took it back upstairs and gave it back to me. I checked my bag in his presence and found my iPad mini was missing, which I knew was in there when I left it. I told this staff member and he checked again with housekeeping but it wasn't there. I obviously complained and a manager started looking into it.

That same day the manager told me that the housekeeper who had cleaned my room claimed to know nothing about it and the security cameras did not show anything helpful (although they do not cover either the corridor or the room). I have been told that the general manager will report this to the police tomorrow (1/12) when he is back but the hotel have not promised to accept responsibility for this and provide a replacement or compensation. I feel that they are dragging this out and will be very reluctant to pay out- I believe that they should be liable here as a member of staff has removed my luggage and returned it minus my iPad. The reason that the hotel gave for my luggage being removed was that the housekeeper thought that it was left over from the previous occupants and didn't check the name written on the suitcase. The iPad was the only thing missing from my luggage and was incidently the only thing of value in there

I am checking out Tuesday 2/12 and returning to the UK. What advice can you give me? If the hotel refuse to provide me with a replacement or compensation, would I be entitled to refuse to pay the bill?

PeacefulWaters

Claim on your holiday insurance?

You'll need a police report.

Check the small print.

Holding the hotel liable without a police investigation is a bit optimistic.

05bar76

The ipad costs £199 and my insurance excess is £100. I don't think that I should have to do this and be out of pocket- surely the hotel has responsibility especially when they have taken custody of my property without my permission? Granted, I don't know about the local Bulgarian law surrounding this and can't find anything online.

Voyager2002

Well, see what the local police say. If in doubt, consult a lawyer there. FWIW if that happened in the UK the hotel would not be responsible, and I have no idea about the law in Bulgaria.

elsien

Playing Devils advocate here, can you prove to the hotel that there was an ipad in your bag in the first place? Was the ipad locked in the bag? Or was there a safe in the room- some hotels disclaim responsibility for valuables that aren't locked away.

05bar76

I know myself that the iPad was there in my bag because I had it all the way here and did not use it at all on the way. It was carried in a hand luggage bag which has a shoulder strap so you can feel the difference in weight with and without it. So I suppose in terms of evidence it is my word only, however that it all there would ever be in these circumstances unless someone else was staying in my room with me and saw it (im staying in the room on my own). There was a hotel safe but I had not yet used it- I just dumped my bags and went downstairs.

bazzyb

You should report it to the police yourself rather than hope that they do.

Regardless of your excess, you will probably find that this isn't covered by your insurance and they wil state that items of value need to be locked in the safe.

budgetflyer

I had a similar situation a couple of years back when stuff was stolen in India.
The accom did the police stuff and the report came back that it was "LOST" ,obvious to protect the particular places reputation, when it was obviously an inside job. We did get wined and dined for 2 days complimentary anyway.
We did get hassle on return with insurance. I explained that the safe deposit boxes were too small for a 10" tablet, so we had no choice but to leave in a drawer.
We did have to take it to complaint level with insurance, but they did pay up. (Less excess)

It all really depends on facilities offered. Was there a safe ? If so, you realy dont have a leg to stand on if you didnt use it.
If not, then you should have a valid claim, less any excess.
Your excess can always (in future )be reduced to 0 with additional payment

05bar76

Okay, thanks for the advice. There was a safe that I could have used but I didn't because I was going downstairs immediately to have a drink with my uncle. I think that this situation is slightly different than just having stuff go missing from the room because hotel staff have actually admitted to taking possession of it and I think that this puts it in their care. I very much doubt that the hotel (or the police) will sought anything out and the hotel will probably try and delay until I'm out of the country and out of reach. Insurance wise, even if they do pay, considering that I didn't use the safe, I will only get half the value. That is why I am considering refusing to pay for the bill at the end because I feel that the hotel is responsible. However, in practice I don't know whether this would work (they might call the police or stop me leaving). Would there be a possibility of claiming from my credit card company under s75 if I was forced to pay against my will?

Caz3121

05bar76 wrote: »

Okay, thanks for the advice. There was a safe that I could have used but I didn't because I was going downstairs immediately to have a drink with my uncle. I think that this situation is slightly different than just having stuff go missing from the room because hotel staff have actually admitted to taking possession of it and I think that this puts it in their care. I very much doubt that the hotel (or the police) will sought anything out and the hotel will probably try and delay until I'm out of the country and out of reach. Insurance wise, even if they do pay, considering that I didn't use the safe, I will only get half the value. That is why I am considering refusing to pay for the bill at the end because I feel that the hotel is responsible. However, in practice I don't know whether this would work (they might call the police or stop me leaving). Would there be a possibility of claiming from my credit card company under s75 if I was forced to pay against my will?

do they admit taking possession of the ipad or removing the bags from the room

I can't see s75 being valid against the hotel bill. I assume you are still staying on the booking you made and have been provided with what you paid for

I will expect the hotel to have sort of disclaimer stating valuables should be in the safe provided

05bar76

Yes they admit that the housekeeping staff removed the luggage from the room and stored it in their office because they thought that it was left over from the previous guests. They didn't check the label on the side which had my name on it.

Yes I am staying on in the hotel and so have received the service offered- however it is not really satisfactory (I think) because it has not provided safe/secure accommodation (my iPad has gone missing during the stay). However, regarding s75 protection, my question was whether I would have a valid claim if I was forced to pay against my will?