Aventura theft from room - advice please

[°o°-Hannah-°o°]

Our friends check out of Universal’s Aventura today. Earlier in the week our friends had a pair of boxed and still bagged trainers stolen from their room. They cane gone from shopping and dumped their bags because the cleaner was in the room. He had nipped to the vendor for a drink and thought he’d left the bag there but cctv shows him walking back to the room with the bag.
Security are saying there is a process to follow and dragging their feet but that’s all they are telling our friends - they’re investigating. The trainers were $130 and the receipt was in the bag. Thankfully he’s seen in cctv with the bag so can prove he had made a purchase. They leave today and are no further forward with the hotel and worried that if they turn to social media that they won’t get any help. They haven’t had their room cleaned since the theft as they no longer trust the cleaners.
Has anyone experienced this? How long should they expect it to take for a resolution?
They’re passing our details on as we’ve got another 2 weeks out here

[dpmcalister]

Unfortunately, there are opportunists in all walks of life. Hopefully, security will sort it all out but I wouldn't be averse to using social media if the manager at the hotel can't/won't help them as the potential negative PR will be bad for them.

[Flowertot]

Does the cctv not show who left with the bag?

[°o°-Hannah-°o°]

Originally Posted by Flowertot

Does the cctv not show who left with the bag?

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Sadly not but they have traced the access card. This is where the info from the hotel stops

[angelbabe]

It does sound like hotel security are dealing with it but perhaps your friend can make a little noise by suggesting he makes a police report. He may get some answers a little quicker.

He probably should make a police report anyway, to be honest for insurance purposes if nothing else.

Hope they get sorted.

[Princess Ariel]

We had money stolen from our room at Cabana Bay last year and to be honest weren’t impressed with how it was handled by security, we found them very dismissive but they did eventually refund us the money that was stolen but this was a few weeks after we returned home and we had to resort to using social media to chase it up. We also had stuff charged to our room that we hadn’t ordered too and once again had to raise this, to be honest it put us off staying at a universal property again which is a shame.

[Mr Tom Morrow]

I would assume the cleaner took the trainers out in his/her cleaning cart where all manner of things can be put. Hence hard to spot on corridor CCTV

If it was me I would give them a full business day to resolve it and then tell the Manager I would be calling in the Police.

Sadly these things happen in every hotel or lodging place Worldwide including the U.K.