Helpful Response on Travel Advisor

Here is the response I received on Travel Advisor from a random user apparently connected with the hotel. Keep in mind that the manager and staff have also acknowledged that it was most likely their own employee who committed the theft.

The guest had knowledge that any valuable objects have to be kept in the security boxes at front desk since he signed the registration form at his arrival, where it clearly specifies in printing the hotels policy, otherwise the hotel cannot be responsible for something without proof.

All our guests are welcome at Mision Cuernavaca, and they wouldn't have to worry if they register their valuable things with us.

I don't know about you, but when I stay at what markets itself as a nice hotel, it would be nice not to have to worry about the employees every time I leave my room. Furthermore, I would have been happy to leave a Do-Not-Disturb sign on the door had there been any towels when we arrived...

Furthermore, I didn't want anything stolen, let alone my valuables. I was apparently supposed to pack up all of my items and bring them to the front desk any time I left my room. The 20-foot walls and the security guard at the gate are all for show apparently.

Response from Head Manager at Mision Cuernavaca Hotel

When the robbery occurred, the Manager and I discussed the following:

* they had no immediate legal liability for theft from rooms
* their insurance would certainly not cover theft of guest property

He and other staff at the lobby admitted that they were the negligent party to at least three people in our group. One of the following occurred:

* As American Gringos, we clearly stood out from other guests, and there was no question who should have been entering or exiting our rooms. Every American guest in our group had left the hotel for a day trip to Taxco. Their security guards should have had no problem identifying who should or should not be entering our rooms.

* Upon arriving in our room the night before, the bathroom was missing hand and face towels. The theft occurred while these towels were delivered, implicating the staff responsible for delivering this room service.

I asked that he investigate other means of compensation since their insurance would not cover the incident. This is the unhelpful, hand-waving response I received:

Mr. Bommarito:

I have been informed that the hotel cannot take responsibility for objects left in the room as it is clearly printed and specified in the registration card you signed in your checked in at your arrival, however I’ll try my best effort with my insurance company to get an answer from them, I will keep you informed.

Regards.

This is clearly a delaying tactic, as he hopes that I will move on to other issues. He knows that none of what he promises in this email will come to pass, and he figures he can delay me another day or two before sending another "sorry" email.

Mision Cuernavaca - Horrible Hotel Full of Thieves

A large number of guests stayed at the Mision Cuernavaca during a wedding. Electronic valuables were stolen by the service staff while they knew guests were out of town. The wedding was ruined for many guests who were upset and felt unsafe.

The hotel manager claimed this was the first robbery they had ever had. However, upon raising the theft with a different employee at the lobby, they asked if I was referring to a robbery for a different room...The staff admits it was likely an employee, but has not compensated us for our losses.

Never stay at the Mision Cuernavaca - the worst hotel in Cuernavaca. Our room cost $2000 per night after theft, and they didn't even bring hand towels!