Nairobi Hilton Hotel is staring at a brewing storm after one of their guests went public with claims that she was robbed of her luggage at the hotel’s lobby on Tuesday.
The victim also claims that when she reported the matter to the hotel’s management they were reluctant to help her.
The victim, Jennie Lee, says she was working on her laptop at the lobby when her luggage, which contained her personal documents, was stolen.
Jennie also claims the hotel’s General Manager laughed off the incident and declined to offer any kind of compensation.
“I finally met the general manager. He told me that there is nothing he could do for me and laughed at me when I asked for any compensation – what a terrible experience I hope everyone avoids this hotel for their own safety,” she tweeted.
Chief Security Officer at @HiltonNairobi just denied to provide me with the copy of the security footage that he previously promised me. Also denied to let me watch the footage again @HiltonNewsroom @HiltonHotels
— Jenn Lee (@JennLee01191950) August 8, 2018
The victim claims she lost cash and personal items including her passport and credit cards.
She says while the incident must have been caught on security cameras, the hotel neither offered any apologies nor compensation.
“Chief Security Officer at Hilton Nairobi just denied to provide me with the copy of the security footage that he had previously promised me. Also denied to let me watch the footage again,” she added.
According to the victim’s mother, Gayle Lee, her daughter was sitting with her backpack under the chair she was sitting on while working on her computer. She says a thief then kicked out the backpack and ran off with it. He then handed it to a woman in the parking lot.
The hotel has since responded to the claims with a promise to investigate the incident. In a tweet, the hotel chain said they are truly alarmed by reports of the incident.
We are truly alarmed to hear this. Please have your daughter contact us with the details of her experience so we can further assist. Thank you.-JM
— Hilton Hotels (@HiltonHotels) August 6, 2018
“We hear you and rest assured the matter has been escalated to the highest authority and is being addressed. We value the safety and security of all our guests on property,” the hotel chain said in another tweet.