I like it, I’ll take it: How thieves threaten a hotel’s bottom line.
A recent survey reveals that hotel theft is on the rise and people are no longer just taking pens and soap.
We’ve all taken a thing or two from a hotel… a pen, a notepad, the seemingly obligatory toiletry item or two.
But that’s not a hotel’s biggest worry. It’s the larger items that go missing. We find out what they are.
I like it. I’ll take it.
A recent survey by Wellness Haven, a German website that reviews luxury hotels and spas, shows that people who steal from hotels are getting bolder and greedier.
The report’s very first sentence is already a telling summary: “Stealing soaps or pens seems harmless for many hotel guests, however, some are so bold that they carry TVs, pianos, mattresses or even [taxidermied] animals out of the hotel.”
That’s not all though. Data from 1,157 five-star hotels reveals the items that often go missing also include large pieces of tableware, throw pillows, electronic devices such as phones and wireless speakers, as well as paintings and other decorative items. This helps explain why hotel rack rates seem to keep rising.
Seasoned traveller Peter Greenberg, also known as the Travel Detective, has a theory about these thefts: “There’s a sense of entitlement,” explains Greenberg. “The guest thinks: ‘I overpaid for this room, and what’s in it is mine.’ Anything that can be squeezed into a suitcase seems to be fair game.”
However, people don’t just stick to things they can carry. “A guest at the Beverly Wilshire stole a marble fireplace,” says Greenberg. “He cut it out of the wall with a chisel. A bellboy even helped load the pieces in a truck.”
An alarming trend
What may come as more of a surprise is that the fanciest hotels attract the most daring thieves. According to Wellness Haven’s report, four-star hotel guests are content with taking items like pens, towels, cutlery and hangers. It’s the five-star luxury hotels that have to worry about big-ticket items like TVs, duvets, mattresses or artwork.
What’s also alarming is the rate at which hotel larceny is growing. The report says mattress theft is up 35% compared to 2017 while hair dryers are now 20% more likely to go missing and phones are taken 26% more often.
Boutique hotels face the greatest risk
While no hotel is truly safe, boutique hotels with limited security and desk hours are the most rewarding targets for thieves.
“Most small European hotels do not operate their reception desks 24/7; they usually close in the late evening,” says Dr Tassilo Keilmann, the CEO of the Wellness Heaven Hotel Guide. “They even give you a key to the main door if you go out for the evening, and plan to return late.”
But even if hotels wanted to improve security, it’s not that easy. “Many hoteliers refrain from installing cameras due to privacy concerns. In Germany, for instance, it is forbidden to place cameras in public spaces, like the driveway in front of a hotel entrance,” Keilmann explains.
Barely any consequences
Even if hotels catch a guest lifting an item or two, it is hard for them to take action against them. Involving authorities for small things like pillows or a desk lamp seems like overkill. Even for larger items, legal action is usually avoided for the fear of bad publicity – although the hotel really has nothing to be ashamed of.
“Usually hoteliers won’t do anything except replace the stolen item,” says Keilmann. “That’s because it’s impossible to prove guilt in court when so many hotel employees have access to the guest’s room.”
The right way to get those five-star amenities for your home
Peter Greenberg has a suggestion for those who feel they can’t live without their favourite hotel showerhead or that amazingly comfortable armchair from their last suite: just buy it!
Because after all, those who can afford to spend the night in $800+ hotel rooms, can probably cough up the money for that fancy coffee machine or those extra-fluffy towels. And for people not sure where to find their favourite pieces, Greenberg suggests asking the hotel’s concierge who will likely be more than happy to list online shops or suppliers who can deliver these items straight to a guest’s doorstep.