I booked 10 days to stay at Hilton Malta through EPT travel at €250/night. Whilst there I ate room service every day had 5+ massages, drank their €10 beer and ate their €4 kit Kat crunches!! and at the end of the trip paid around 2k in fees for all of the above.
Half way through the trip I went for a massage and left do not disturb on my door as I didn't need the room cleaned. I signed the massage on my room and came back and was surprised the room was cleaned. Later that night (2-3 hours) room service came and i looked for money to give a tip. The money next to my bed had now gone.
I was in the middle of a session so kept playing. It was late when I finished and no managers on site. The next day I went to the desk in the morning explained the situation and asked to speak to a manager. I was told the manager would call me within 30 minutes. I was playing EPT main event but said is wait 30 minutes to speak. 90 minutes later no phone call. I had to go.
I went back at the first break and spoke to somebody at reception. They told me they would look into it. I went back the next day and still no resolution but they told me they would fix it. I went back the next day and they showed me the locks who had been in when etc. There was 2 different cleaning people going into the room whilst I was having a massage. I explained again but no resolution. They kept telling me they would get back to me and their security manager was working on it.
Last day was Saturday. I went again and expressed the importance. The security manager came and said he wouldn't be able to fix this as the cleaners weren't in and he had been on holiday that week. This was probably the biggest week of he year so far and lots of money coming from the casino which was next door etc. Seems weird but ok.
I tweeted to epttravel that his wasn't acceptable. The security manager refused to do anything and had a really bad attitude. Epttravel came to the hotel immediately and arranged a meeting with a a manger who was too busy to see me previously.
He apologised to me and said he would have fixed it earlier but he only person who can see the lock codes was the security manager. His was his very first line to me and was bull****. I had been shown hear 2 days previously by somebody who wasn't senior. I told him I didn't want any more lies and wouldn't speak to people who open an exchange with lies. epttravel were very sympathetic and agreed that it had been terrible service. I was told this would be fixed and refunded by Monday.
They accused me initially of spending his money on the massage but I signed it on the room. They were saying I must have spent it on dinner but i had dinner in my room and signed for it.
I get a call 4 days later and the security manager tells me they spoke to the cleaners and they said hey didn't take the money and thus they would be not following up. But if I wanted help contacting the police then they would help with that.
They had told me throughout the week previously to leave it with them and then they would fix it. I leave the country then they call me saying to call the police if I want anything.
The amount stolen was less than €1000 but substantial money to anybody. If this was a normal customer and not a poker player I'm sure they would be going crazy.
I have stayed in hiltons all around the world. I've spent five figures in their hotels and restaurants and never received a problem. I played in over €50,000 worth of torunaments in their casino next door and was playing very high stakes cash games there. I have zero reason to lie and make this up and the money was 100% taken.
The hotel is amazing. I really, really loved it. I had great service from the reception notably Myrthe and Clarissa but the security manager and acting managers lied to me and treated me with no respect.
This is now unresolved and the only way I can get the money back is by going back to speak to the police in Malta which obviously Im not going to do.
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Originally Posted by herbertstemple
