During my stay at this hotel in August 2026, I experienced a serious incident that raised significant concerns regarding staff honesty and the hotel’s procedures for handling guests’ lost property.
My wallet was accidentally dropped near the swimming pool area. When I realised it was missing, I approached hotel staff and was informed that the wallet had been found and that I could collect it from the hotel lobby on Level 1.
The Duty Manager, Dave, subsequently returned my wallet to me. However, I was shocked to discover that all the contents of the wallet—including cash, cards and receipts—had been removed from the wallet, laid out, and photographed by hotel staff.
Upon checking the contents, I discovered that two S$50 notes, totalling S$100, were missing. I clearly remembered placing these two notes in my wallet the previous night after receiving them from my wife.
I requested that the hotel review the CCTV footage. The hotel subsequently showed me footage involving the F&B Manager, who had picked up my wallet and opened it after it was found. The hotel arranged for me to meet with him regarding the matter, but he did not admit to taking the missing cash.
I was also very disappointed with how other staff handled the incident, particularly the Duty Manager on duty that night. In my view, there appeared to be attempts to minimise or cover up the seriousness of what had occurred rather than conduct a transparent and thorough investigation.
As the matter remained unresolved, I had no choice but to lodge a police report regarding the missing S$100. The police officer I spoke with also raised concern about the handling of the wallet, explaining that a lost wallet should not unnecessarily be opened and its contents removed, as doing so exposes valuables and creates an opportunity for theft.
I followed up with hotel management again the following day. I was informed that the Hotel Group’s Operational Director would contact me to follow up on the incident. However, despite this assurance, I did not receive the promised follow-up even by the time I left the hotel several days later.
Given the seriousness of this incident, I believe hotel management should have given the matter much greater attention. A comprehensive review of the relevant CCTV footage should have been conducted, including tracing the wallet from the moment it was found until it was returned to me. The three staff members who handled or had access to my wallet should also have been properly interviewed and their actions accounted for.
This incident is not only about the loss of S$100. More importantly, it raises serious concerns regarding staff integrity, lost-property procedures, accountability, and the protection of guests’ valuables. I expected the hotel management to investigate the matter thoroughly, transparently and promptly, rather than leaving such a serious concern unresolved.
