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To prevent the loss of valuable objects there are lockers in the accommodation or even in the room. Mind you have a visible regulation statement and a line in all your official documents that your accommodation is not responsible for theft, fire etc. of personal and document losses.
In case of non theft ask first your gues thoroughly to search his pockets. Than search in the tourist’s luggage, room, belongings. Try to look in popular spots, like under the pillow, under the mattress, on top of the wardrobe, in the closet…
If personal belongings are stolen or lost inform the police and ask for a receipt. Claim as an accommodation to be not responsible of theft or losses of the tourist’s personal belongings if he/she is stating it is stolen or lost in your accommodation.
Passport, driving license and plane ticket
If a passport or driver’s license is stolen or you do not find the passport or license, inform the police and ask for a receipt. With the receipt your guest can go to the local authorities or in case of foreign guests to the national embassy or consulate. If the foreign guest can present another photo-ID, e.g. driver’s license, the procedure to obtain temporary travel documents is easier.
Plane E-tickets cannot be lost! If a traditional ticket is lost your guest has to consult the air company and ask them to provide him/her with a replacing ticket.
Watch, camera, mobile, jewelry, etc.
A mobile can be found by dialing the number of it. If it is in the neighborhood you hear it! If the guest has an insurance it is worth to claim the lost or stolen personal belongings. The guest has to present the insurance company the police statement and a receipt to proof that he bought the object. Sometimes an insurance is also satisfied with a statement of the accommodation owner or the person responsible for the establishment, where the event occurred.
Money, traveler cheques and creditcards
Phone as soon as possible with the bank to block the credit cards and cheques. Concerning money it is very hard to proof what you had. Besides that, no assurance company will refund you more than a few hundred Euros. Inform the police and ask for a receipt.
Lost guests
Make an action plan just in case that something like this will happen. First check whether your guest and his belongings are present in his/her room. If not and there is no case of non-payment, inform the police immediately. Especially in the case of girls or young ladies every minute counts. In general if there is no evidence that the missing person had been kidnapped, the police will start looking for him/her after 24 hours.
You can try to find out where the person was seen last time, try to mobilize guests for a search party.
Show your compassion and interest to the family and friends.
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4.3.3. Serving with a Smile in the Dining Area | Guests Feed-Back during Their Staying |
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