Dear SMN NEWS
I am writing to share a deeply concerning experience I had while staying at the Sonesta Family Resort, which I feel needs to be brought to the attention of potential travelers.
I arrived at the resort on August 22nd as part of a group of 40 people attending my friend's wedding. Despite what was supposed to be a joyful occasion, my stay was marred by an unfortunate incident. As a single occupant in my room, I noticed on August 24th that USD 850 had been stolen from my belongings.
I immediately reported the issue to the hotel staff, and my experience handling the situation was highly disappointing. When I initially reported the theft, I spoke with a supervisor who informed me they did not deal with these matters and forwarded me to the security manager. When I asked the security manager about the protocol for dealing with theft, he refused to share any details but assured me that I would receive answers.
However, it wasn't until five days later that I was finally informed that two staff members had entered my room, and the security manager asserted that he believed they had not taken the money. These staff members were never put under investigation during this time, raising serious concerns about how the situation was being handled. No one took any accountability, and the security manager dismissed the matter, stating that only items stored in the room safe could be accounted for. This response was highly unsatisfactory, especially considering that I had valuables that could not fit in the safe, which made this policy unfair and unrealistic.
I could only meet with a manager named Javonny on August 28th, but I still have not received any resolution regarding my stolen money. Javonny insisted I meet with his general manager the following morning to rectify this before taking action. The following morning, the day I planned to check out, I received a call from Javonny apologizing and letting me know that their GM, Mr. Looman, had canceled the meeting to attend a dentist appointment. Furthermore, during my stay, I met another guest who informed me that his passport had been stolen from the resort, further complicating the lack of security measures and inadequate responses from the hotel management.
I am sharing this to alert other travelers of the risks of staying at this resort and how Sonesta conducts its business. The lack of accountability, transparency, and proper procedures to protect guests' valuables is alarming and unacceptable. I hope my story serves as a warning to others and encourages Sonesta to take this issue seriously to prevent future incidents.
Thank you for your time and attention.
Sincerely,
Kemisha Burke
