Hampton by Hilton Utrecht Central Station

This was an upsetting stay, nothing like what we expected from somewhere that should feel safe. My sister, who is a minor, was staying with me when someone entered our hotel room and stole my laptop and her iPad. Our bags had clearly been searched too. Having someone go through our personal things was deeply violating, and we felt unsafe. This happened inside the room, not outside or in a public area. We personally saw housekeeping practices that raised serious concerns. One housekeeper was cleaning several rooms at once and often left four or more room doors open while moving between them. With rooms left open and unattended, someone could easily have gone in and taken things without being noticed. We raised this with hotel management, including the director and supervisor, and were extremely disappointed by their response. They said there was no need to question the housekeeper and kept suggesting it was our fault, as if we had forgotten to close the door. But the door shuts automatically, and I personally checked it was closed before leaving. The director admitted he had not asked the housekeeper whether she left the door open to get supplies, how long she was in the room, or whether it had been left unattended at any point. He said none of this had been questioned and the hotel took no responsibility for items stolen from a guest room. Having a minor in the room makes this even more disturbing. At first we were told they would look into it. The next day, we were dismissed and told nothing could be done, and that an investigation would probably find nothing. We’ve filed a police report so the security footage can be accessed and the situation properly reviewed. Whatever the outcome, the incident ruined our stay. Losing valuable belongings is devastating, but having them searched through and then facing no accountability made it worse. The hotel didn’t feel safe, and the service we received over a serious issue was unacceptable. We left feeling helpless, angry and extremely disappointed. We’ve repeatedly asked for details about the hotel’s liability limits and insurance policy, but those requests have been ignored. Management keeps saying they can’t compensate us for “lost” items, even though the items were stolen from inside the room. This was an upsetting, unsafe and deeply disappointing stay. We would never repeat it or recommend the hotel.