Theft at five-star hotel

Theft at five-star hotel

I would like to draw the attention of The Jakarta Post readers
to security arrangements in Gran Melia here in Jakarta.

On April 3, 1998, my mobile phone was stolen while I sat in
the lobby of that hotel reading a newspaper, so beware, do not
relax at Gran Melia Jakarta.

Once the theft came to my attention, no hotel security
personnel were available in the lobby to assist me and it took a
considerable time before the assistant manager came to see what
had happened.

I was ushered into the security room, which was full of
monitors but devoid of security guards. The guard on duty had to
be called out of the changing room because he wanted to go home.
What a "five-star" setup!

I dialed the number of my mobile phone and it rang. I then
suggested to security staff and the assistant manager that we try
this again to see if we could pinpoint the thief by the noise or
if he or she was tempted into answering it.

Nobody understood what I meant and all looked at me like I
came from another planet.

So, I duly filled out an accident report and left frustrated.

For the next three weeks I received no response from the hotel
management, so I phoned and spoke to the assistant manager again.
He apologized for not getting back to me because he had been on
vacation.

I lost my temper and demanded a written follow-up, which he
provided the same day. He told me he was sorry -- what more could
one expect.

It made me wonder what entitles an hotel to describe itself as
a five-star establishment and what its responsibilities regarding
hospitality, the promotion of tourism, and safety and security
actually are.

It seems that my complaints finally reached the general
manager, who then wrote me a letter.

Greetings from Gran Melia Jakarta, he said -- I thought he was
being sarcastic -- then, after offering his sincere apologies,
said the hotel was not responsible for this kind of accident.

I wonder how many other Gran Melia guests have had a similar
experience?

DIETER SPEER

Jakarta