Travellers Beach Hotel & Club

Dear Uwe, We thank you for giving Travellers Beach Hotel & Club the opportunity to host you during the just concluded holiday. We also acknowledge reading your review on Holiday Check which, contrary to our expectations reflected dissatisfaction. We are aware of the complaint you lodged with the Hotel on September 16th at around 2130 Hrs pertaining to your safe not opening. Due to the strict nature of administering the safes, the complaint was not addressed till the following day when the General Manager looked for you, and after breakfast on September 17th, the three of you went to the room to open the safe. It is at this point that Mr Kehl realized that two-fifty Euro notes (100 Euro) were missing from his wallet. asked when you realized the problem, you indicated that this was noticed on September 16th at about 1730 Hrs. It took you 4 hours to report such a sensitive anomaly. This prompted the General Manager to call in the Operations Manager and Security Officer to ascertain the situation. When you were requested to cooperate so that a routine room search could be done, in case the money was misplaced in the room, you refused. As procedure requires, this matter was then reported to the Tourist Police Unit, who booked the incident under OB.21/17/9/18 and further proceeded to request for a search in the room, but you still refused to cooperate to have the room searched and you instead requested to have the police abstract so that you could make any claim from your insurance in Germany. By refusing to cooperate with our internal security and the National Tourist Police Unit, you left us no option but to speculate. Similarly, by your own admission, you went for a safari on September 14th-15th which was not organized via your Agent Thomas Cook (Neckermann) but by unknown Beach Operator. We are not sure whether the loss happened out of the hotel premise or the money was well spent during the safari. For the best interest and for information to All our Esteemed Customers, you may wish to note that the digital safe MBG manufactured in Sweden which was in your room is also used in Hotels all over the world and you may only loose your valuables through improper use of the safe which is in most cases not covered by the hotel insurance. Since the matter is with the Police, we would not like to speculate but leave them to do their job. It is therefore unfair for you to generalize the incident and judge the Hotel for causing the loss of your money. Kind Regards, Waswa Wafula (Mr.) Sales and Marketing Manager