Accused of theft from hotel

lady1964

We returned a few days ago from a 7 night stay at BeLive adult only hotel in Marrakech. On checking out at 6.15am, we were informed that a towel was missing from our room. We explained that housekeeping had only brought one bath towel the day before, which we didn’t realise until we were beginning to get ready. We decided not to action it as we had 2 towelling bathrobes as well as the one bath towel. Of course we denied taking a towel and asked the receptionist 3 times to check our suitcases to prove we hadn’t stolen their towel. This was declined and due to the time ticking on and our airport transfer due, we agreed, under pressure, to leave a holding deposit of approximately £20, which would be returned if housekeeping agreed that only one bath towel had been left. I have emailed and tweeted the hotel and they have yet to do me the courtesy of a response, other than their response to my review on Trip Advisor. The holding deposit has now been charged to our credit card. We will fight this as it was a highly embarrassing situation as the accusation was done in front of other guests and we absolutely did not steal a towel.

I am furious at the treatment we received, appalled that our money has been taken for something we haven’t done and at the lack of response from this hotel.

Can anyone kindly suggest what our next move should be? By the way, Tui will take up to 28 days to respond to our complaint, which is pretty poor in my view.

Brie

Confused.....you gave them £20 and then they charged more to your card?  Raise a dispute with your card provider perhaps?

lady1964

Brie said:

Confused.....you gave them £20 and then they charged more to your card?  Raise a dispute with your card provider perhaps?

No, they insisted on taking what they called a holding deposit against our credit card.  If it was found that the housekeeper admitted to only leaving one towel, then they wouldn’t process this deposit. They have processed it today so it’s now a charge on our credit card. 

Hubby is going to raise a chargeback to get our money back.

zagfles

I'm not sure a chargeback will work, as you authorised the deposit.

Sounds suspicious, you checked out at 6.15am and they checked your room before then? Did they know you'd be checking out so early? Have other people complained about the same thing in reviews?

lady1964

zagfles said:

I'm not sure a chargeback will work, as you authorised the deposit.

Sounds suspicious, you checked out at 6.15am and they checked your room before then? Did they know you'd be checking out so early? Have other people complained about the same thing in reviews?

No other complaints that I’ve read and yes, they must have checked our room the minute we left it and made our way to reception. There were us and four other couples checking out at the same time and my hubby had been to reception 3 times the day before we left to ask what time our airport transfer was due to arrive.
I know towel theft happens but we didn’t take it and the receptionist declined 3 times to check our suitcases.
Hubby will see what he can do regarding a chargeback.

rigolith

Chargeback seems like the best option. They won't be able to prove anything to the bank.

TELLIT01

Wouldn't the easiest thing at this stage be to wait to see what TUI says?  It may take time but trying to progress it any other way will probably be met with "What does your tour operator say?".

I'm assuming with such an early check out there was no opportunity at any stage to speak to a TUI rep.

lady1964

TELLIT01 said:

Wouldn't the easiest thing at this stage be to wait to see what TUI says?  It may take time but trying to progress it any other way will probably be met with "What does your tour operator say?".

I'm assuming with such an early check out there was no opportunity at any stage to speak to a TUI rep.

No rep there, Tui didn’t actually have a rep at the hotel anyway, but there was the option of chat on their app but that early in the morning, I think it would’ve been pointless so we just contacted them when we landed back here.

TELLIT01

It's likely to be one of the excuses TUI use to wipe their hands of the situation.  You seem to have genuine reasons for not being able to speak to their rep at the time.

Ganga

I know it is the principle but is it worth all the hassle for £20? ,you probably spent more in the airport on your way there.

Vegastare

Send them a towel from home with a big note saying that as they are so hard up for towels that they are claiming you have one of theirs you thought you would send them one of yours.

As for holidaying with Tui - once was enough I'd rather shiver in UK than go with that shower.