Valoraciones de Fletcher Hotel Paleis Stadhouderlijk Hof

Had an enjoyable time at the hotel until it was time to checkout. We kept our suitcase at the hotel reception in the morning but it was not there anymore when we returned to pick it up in the early evening. Upon telling the receptionist that our luggage was “stolen”, we were received with unserious behaviour. The receptionist was smiling, laughing, and could not keep eye contact. Considering that this situation of missing luggage is not a happy or joyful experience, we were confused why we were treated with such inappropriate behaviour. We asked to speak to the manager of the hotel but he was not at the location. So we asked to speak to him over the phone. Unfortunately also here we were received with unprofessional behaviour. We told the manager about our experience & mentioned that we will be writing about this online if it is not treated with respect & the urgency it required. Upon this, the manager said that we should stop being so negative and that even if we told our experience online, it wouldn’t matter because Fletcher is a big corporation & they will still receive guests. Personally, we would not be coming to a hotel in which guest luggage magically goes missing. The hotel staff tried to sell us the idea that another guest took it by accident but that would have meant that there is another suitcase left behind. Unfortunately there were no more suitcases left so it did not make sense. We additionally asked the receptionist to please ask the manager to write an email to all of the guests who checked out the same day and might have accidentally taken our suitcase with them. Considering the receptionist was acting very unprofessional, we asked whether she had sent the manager the message after 10 minutes of suggesting it. She said yes, to which we then asked to see the message (she was acting unprofessional to begin with so we wanted to ensure that this was taken serious). It turned out that she had not sent the message yet, which again, is also very unprofessional and unserious. We decided to stay another night in the hotel so we could involve the police in the morning. In the morning, the suitcase turned up “magically” behind a curtain in the storage room which also seems suspicious considering we searched everywhere in this room the evening before. We are definitely not happy with how this situation was dealt with and are offended by the manager telling us that our experience didn’t matter because Fletcher is a big corporation and will still make money regardless. In the morning, when the suitcase “magically” reappeared, the receptionist tried to sell us that another guest must have hid it there. After staying Hotel-Paleis Stadhouderlijk Hof, we can guarantee you that the average age of the guests is definitely in the 50s or 60s. Therefore, we don’t really believe that a guest would hide our suitcase as a “prank” because no adult would do this. We attached a picture of the curtain that our suitcase supposedly was hid behind. BTW the hotel