I stayed at the Royal Orchid Sheraton Riverside Hotel Bangkok in late December. Unfortunately, what happened during and after my stay has significantly affected my confidence in this property.
A significant amount of cash went missing from the in-room safe during my stay. The cash was kept inside a pouch in the safe, and other contents of the pouch remained. I discovered the missing cash shortly after checking out, and reported to the hotel management immediately.
The hotel subsequently told me that it had conducted an investigation, including reviewing CCTV footage and electronic door-access records and interviewing relevant associates. It later confirmed in writing that the CCTV footage, room-access records and internal incident report had been preserved.
What was particularly disappointing was the lack of transparency afterward. Before posting any public review, I asked the hotel privately for basic information about when my room was accessed during my stay and for what purpose. The hotel had confirmed that the electronic door-access records had been reviewed and preserved, but I was never provided that information, despite asking for it repeatedly.
I then spent months trying to get the matter addressed. I contacted Marriott Customer Care repeatedly, opened multiple cases and escalated the matter by phone. Several inquiries received no substantive follow-up. I eventually contacted Marriott’s Corporate Office of Consumer Affairs directly.
Neither the hotel nor Marriott Corporate offered any relief or resolution. Marriott Corporate ultimately directed me to the hotel’s insurance carrier, AIG, and provided a claim number and contact information. I emailed the AIG contact provided to me multiple times and received no response.
At that point, after months of correspondence and follow-up, I decided not to spend any more time pursuing the matter. The process consumed considerable time without providing a resolution or answers to some very basic questions.
I understand that an allegation involving missing property needs to be investigated, and I am not accusing any particular employee. But when money goes missing from an in-room safe, I believe a guest should reasonably expect the matter to be taken seriously and handled with transparency, meaningful follow-up and clear ownership.
I have been a frequent Marriott guest for many years, which makes this experience particularly disappointing. I am sharing it so prospective guests can make their own informed decisions and so there is a public record of how my situation was handled.
I would also like to understand whether my experience was isolated. If other guests have experienced cash or valuables going missing from their room or in-room safe at this hotel, I encourage them to share their experience factually in their own review.
