HotelChatter

Stealing of your property, lying, hiding and eventually neglecting the very fact of the property existence - are all the `nice things' you will face in Hotel Vincci Arena.
We came there for our honeymoon, and it was the worst hotel experience that we've ever had. We travel a lot on business - working for a big international company in Russia - and for vacations, and we've never met hotel crew that irresponsible and merely mean.
We came to the hotel right from our wedding, therefore we had with us the glasses that were given to us as a gift by our parents. They were not cheap, of course, but not extremely expensive - we had our clothes and other things that cost more in the room - so we didn't think of putting them in the safe. We were using them sometimes having a bit of wine - and enjoying our time.
One day the glasses disappeared. We reported to the service desk, they said they will find them. For the whole day they were saying `we will let you know as soon as we have any news'. Of course, we were very upset - as this was our wedding gift. In the evening, they told us that their cleaning lady took the glasses (`she thought they were ours'), put them on a cart and they disappeared. They told us they've been looking for them for the whole day, the manager came, the Principal came,etc. They told us the cleaning lady was fired and they will compensate for the glasses.
We were saying that we would rather prefer them to find the glasses, but they made it clear to us that they will compensate as they can't find the glasses. We called to our parents (who got very upset, of course) to learn the price and reported it to the service desk. The service desk lady said the sum was too big and she had to call the Principal. She called the Principal and told us it's alright, the Principal will compensate if we provide the checks. We already were not so confident in the hotel trustworthiness, so we requested a written confirmation, but the service lady said `You should trust us. We will compensate'. Ok, the situation was shit, probably we shouldn't have had the glasses around, but the Principal promised to compensate, so we felt at least a bit relieved.
And so, we left for Russia, and here the whole mess started. We sent the checks to the hotel the same week - by fax - and emailed them. No response. We emailed again. No response. We called them. The service desk said they received everything, but there would be public holidays, so they would get back to us the following week. We asked them why they didn't respond before the holidays - having plenty of time, but they failed to explain. A week later - nothing, we called to the hotel and ask for the manager. They asked who was calling and said manager was not available. It lasted for a couple of days. After that we sent a rather angry message to the manager, to which he eventually responded the following day.
Mr. Ramon Alegret (beware!)  wrote that he consulted their legal department, and is not going to compensate. He gave out all the bullshit on that we had to keep the glasses in the safe. That `we would like also inform you that all the staff have been selected through hard programs and all of them have
our confidence from the first moment that they are considerer our staff' And he even wrote `we can not check if you have or not on the room a wedding glasses'.
This was so appalling that we requested Mr. Ramon Alegret to provide us with the contact of the Principal - the one who actually did suggest compensation for the glasses - it was not our idea - we just wanted the glasses back. But of course, Mr. Ramon Alegret is keeping quiet. It would all have been OK if they mentioned all the bullshit about legal department and the safety box when we were there. But they suggested themselves to compensate and promised to do so if we provided the checks. Does it mean that their properly-selected staff is properly-trained to lie to get rid of the customers whose property disappears in their ill-famous hotel? Probably, yes!
The story is not finished, but it is clear that neither ourselves not the people we know throughout the world will ever stay in the Vincci Hotels. We urge you not to do so, either, if you want to support us - and all other people who might have suffered from this chain - against corporative thiefs and liars. Or - to put it simple - to have your property safe and your mind calm.