The Hilton Hotel Nairobi is underfire after a one of their client complained of being robbed while waiting at the lobby area.
The guest going by the name Jennie Lee, claimed to have been robbed of her luggage at the hotel’s lobby on Tuesday.
The victim also claim that when she reported the matter to the hotel’s management they were reluctant to help her.
The victim, Jennie Lee, says she was working on her laptop at the lobby when her luggage, which contained her personal documents, was stolen.
Jennie also claims the hotel’s General Manager laughed off the incident and declined to offer any kind of compensation.
While taking it to her twitter she said
Daughter in Nairobi Kenya as a volunteer this week. Passport, credit cards stolen as she sat in lobby of @HiltonHotels Nairobi. General Manager won’t meet her. No one at @HiltonHotels will help her appears it happens frequently. Terrible @HiltonHotels!
— Gayle Lee (@gaylelee) August 6, 2018
“I finally met the general manager. He told me that there is nothing he could do for me and laughed at me when I asked for any compensation – what a terrible experience I hope everyone avoids this hotel for their own safety,” she tweeted.
The victim claims she lost cash and personal items including her passport and credit cards.
According to Jenn Lee while the incident must have been caught on security cameras, the hotel neither offered any apologies nor compensation.
In addition to her tweet,she said, “Chief Security Officer at Hilton Nairobi just denied to provide me with the copy of the security footage that he had previously promised me. Also denied to let me watch the footage again.”
Ms. Gayle Lee, the victims m0ther her said that her daughter was sitting with her backpack under the chair she was sitting on while working on her computer. She says a thief then kicked out the backpack and ran off with it. He then handed it to a woman in the parking lot.
The hotel has since responded to the claims with a promise to investigate the incident. In a tweet, the hotel chain said they are truly alarmed by reports of the incident.
However not much has been done as the victim said that the management was not able to help her as they laughed of the incident.