Ayramin Exclusive Hotel - Special Category

Our bag was stolen from room and the manager did nothing. Didn't even hear an apology. I got that reading this review among the many good ones, you think it won't affect you. But we didn't expect this either, and Id like u to think about whether youre ready to face such an attitude if smth happens. The saddest thing is that stolen (or thrown away?) a large gift bag (2 kg) for my friend who lives in Europe, full of gifts from home. In the evening we reported at the reception. I was literally digging through the trash with other staff. An hour later, the manager called. She said that it was getting late, she wasnt going to go anywhere and figure it out and would come to look at the cameras at 10 a.m. (but friend left for the airport at 4 a.m.) It is worth noting that I didnt demand money, discounts, etc. My wish: find and send at their own expense, or I buy gifts again with my own money, and they organize delivery from Russia to Spain. But all the same, communication with the manager came down to the fact that "this can't be, we'll look at the cameras." Next day they found nothing (of course, they didn't show me the recordings). The manager said "maybe we forgot it outside or put it in a suitcase and didn't notice". UPD after talking with the owner. "You had no right to write a review, you didn't talk to anyone" (for 3 days we tried to resolve the issue with the manager). The owner: We have 3 options: theft, confused with garbage and thrown away, you lost it yourself. Theft in our hotel is impossible, my staff couldnt confuse it with garbage, which means - you are to blame." And dessert "if we were guilty of something, we would apologize. In more than 35 countries and hundreds of hotels, this is the first time I have encountered such a principled show of indifference. This is the worst hotel experience of my life.