Sheraton Astana Hotel — Hotel in Astana

Unbelieveable, 400€ from my wallet were stolen by the house keeping staff at the Sheraton Nursultan

Im a TITANIUM Elite Member with Marriott, due to my work I travel a lot. I have using their hotels for over 12 years, this year along i have logged more than 100 nights at Marriott Hotels. I have never had an incident in my whole life, please read below because this is very serious and concerning. On the 6th of May i checked in the Sheraton Nursultan, i left on the 7th to go to Jeddah, on the evening of the 8th i realised i had forgotten my wallet in the room at the Sheraton Nursultan. My colleague, who had done the reservation, contacted them via the Bonvoy app chat option, and after a few minutes they said they had found my wallet. It was strange to me that having left the hotel over 36hrs ago, they hadnt emailed me or call me to let me know that the wallet had been found, but anyway, luckily the following day we were flying back to Nursultan and staying at the same hotel so i could recover my wallet. When we reached the hotel again on the 9th of May, they handed over my wallet, and to my surprise ALL the money i had in notes, 400€, was gone!!!!! Unbelievable! I spoke to them and let them know there were 400€ in notes of 50€ in the wallet. Of course everyone was very surprised and concerned and talked to their staff, managers, security etc and OF COURSE, they said there was no money in the wallet when they found it. Unbelievable, to encounter such a high level of unprofessionalism in such a high level hotel, truly shocking! What is actually more shocking is realising that they actually had no intentions to return my wallet at all, and only decided to do so when my colleague messaged them asking for my wallet and letting them know that we were actually coming back the following day, the 9th of May. The reason i came to this conclusion is because there was a paper attached to my wallet when they handed over to me, where it said when it was found and who found it, and the date written on it was the 6th of May. I only left the hotel on the 7th, the 6th the wallet was still with me. So probably they wrote it in a rush trying to cover up. Also, how come, being such a repeated customer, having all my details, address, email, telephone numbers etc they didnt contact me to let me know they found my wallet???

The whole thing is very sad and i totally feel betrayed by a chain i have put so much trust on over so many years.

How can my colleagues and i feel safe again if it is proven that their staff is untrustworthy?

Unfortunately, I have left the hotel without my 400€, hope this gets sorted and my money returned, as this is a huge issue of integrity, image and reputation.

Needless to say we wont be using the Sheraton Nursultan again and this incident will be reported to my company, so no one else stays here again. And maybe reconsider using HILTON more often as we are also DIAMOND members with them.

Great way to loose business!!

Before leaving on the 10th of May, I have warned the staff, i wont be publishing this review if my money is returned, but they said they cannot do anything about it and need to carry on their...

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