Hipotels Bahia Grande Aparthotel

We initially had a good experience at BQ Augusta, which makes what happened towards the end of our stay even more disappointing.

We were travelling as two couples, with our one-year-old daughter. Two days before leaving, we discovered that several valuable belongings were missing from our room. My diamond wedding ring, which had been inside my wallet in my handbag in the wardrobe, was gone. My sister-in-law’s gold necklace was also missing, and we later discovered that some of our cash had been taken as well.

It was clear that our belongings had been searched through and that items and money had been taken carefully and gradually, making it difficult for us to notice immediately. What is particularly concerning is that this appears to have happened while we had the “Do Not Disturb” sign on our door, meaning that staff should not have entered the room.

We immediately reported the situation to the reception, but unfortunately we did not feel that the matter was treated with the seriousness we expected. We were largely left to deal with the situation ourselves and had to make our own way to the police station. We spent almost five hours there, losing our entire final evening of our holiday.

During this time, the hotel manager did not come to the police station to speak with us. We were told that the manager would look into the matter and speak to us the following day.

The next morning, we came down early specifically to speak with the manager, but they had not arrived yet. We were told that they would speak with us as soon as they arrived and investigate who had entered our room. After some time, we heard that the manager was outside, but no one knocked on our door or came to speak to us.

We eventually went downstairs ourselves to ask for an update, only to be told that the manager had gone to the police with information they had found. Once again, nobody had informed us or communicated this to us beforehand.

We had to leave for the airport at 3 PM that day. The manager did not return before we left. Around ten minutes after we had departed, we received a phone call from the hotel informing us only that they had shared their information with the police and that the matter was now a police case.

What was most disappointing was the complete lack of empathy and accountability throughout the entire situation. Not once were we given a genuine apology, shown any real understanding of what we had experienced, or offered any meaningful compensation or assistance.

This was not a minor incident. A diamond wedding ring and a gold necklace were taken, both of significant financial and sentimental value, in addition to cash. Beyond the financial loss, having someone go through our personal belongings and take items from our room was extremely upsetting and left us feeling violated and unsafe.

We understand that the hotel may need to cooperate with the police and that there are procedures to follow. However, we expected much more from the hotel in terms of communication, support, empathy and responsibility towards its guests.

Unfortunately, the way this situation was handled overshadowed what had otherwise been a pleasant stay. For this reason, we cannot recommend BQ Augusta and would expect significantly better support and communication from a hotel in such a serious situation.

Very clean, well appointed hotel that offers great value for money. The staff are friendly and extremely efficient.