Last September my friend and her husband stayed for one night at Hotel Indigo Napa which is one of IHG group. She left her wallet with $45,000 in cash, $160 - foreign currency and 5 credit cards in her hotel room safety. 1. The hotel front desk staff lied to her that her belongings were not there. Later the hotel general manager confirmed that her money and wallet were found at the hotel room safety. 2. The hotel GM confirmed that her belongings were secured at the safety for her pick-up. When my friend finally found someone to pick up the money and her wallet, we found that the GM left the hotel and her belongings and money are gone. Hotel Indigo Napa said that it was taken by the formal GM.3. It is the hotel's liability since her belongings were taken (stolen) by the hotel employee and the hotel failed to exercise reasonable care while the guest's property was in their custody. However, Hotel Indigo Napa does not admit its liability and has not compensated the loss and damage. My friend contacted IHG Guest Relations due to Hotel Indigo Napa's unprofessional service and negligence. However, IHG avoided its involvement to resolve this matter and advised my friend to deal directly with Hotel Indigo Napa. Over thee months, this issue has not been resolved and Hotel Indigo has not compensate this claim amount even though the hotel's own negligence has caused the loss.
