Royal Garden Hotel in London

No Star Review – Lost Personal Belongings & Completely Inadequate Investigation

My experience at Royal Garden Hotel was extremely disappointing and deeply concerning.

During my stay, I lost personal belongings including my wallet, which contained a credit card, my national ID, and less than £500 in cash. The disappearance occurred during the period between my check-in and departure. To this day, there is no explanation as to how these items went missing.

What is most troubling is not only the loss itself, but the hotel’s handling of the situation which raises questions about what happened..

When I reported the matter, I requested a thorough, evidence-based investigation. I asked for:
• Safe log records
• Room entry log records (key card access history)
• Basic technical details of the in-room safe
• Confirmation of who accessed the room and when

These are standard procedural elements in any serious internal review.

Instead, the hotel management:
• Refused to share the safe log details
• Refused to provide room access records
• Declined to provide technical information about the safe
• Rejected full responsibility without presenting documented findings
• Concluded their “investigation” in less than one working day

I was told by security management that their procedures are “very serious” and conducted in a “standard professional manner.” Yet the entire review appeared to be completed in under 24 hours, without transparency, without documentation shared, and without meaningful engagement.

All I requested was a proper investigation based on facts, with the results shared so that I could review the timeline and possibly refresh my memory.

Instead, the response felt dismissive and defensive.

Rather than exploring all possibilities, the approach seemed focused on distancing the hotel from responsibility and suggesting that I must have lost the items elsewhere — despite the fact that the disappearance occurred during my stay.

There was no collaborative effort, no transparency, and no willingness to provide even basic log documentation that would normally form part of a standard security review.

For a hotel that presents itself as operating at high corporate standards, this level of investigation and customer care was far below any standard that you can imagine. There was no serious investigation, and all my through investigation request rejected. The hotel is not providing any evidence but blaming client and convincing client that something else is happened outside of their hotel.

Losing personal identification documents and cash is stressful enough. Facing a dismissive, ignorant, and uncooperative response from hotel management makes the situation significantly worse.

I strongly advise future guests to:
• do not bring any belongings to this hotel, and do not use their safe!


This experience was not only disappointing — it was alarming in terms of accountability and procedural transparency.

I WOULD NOT RECOMMEND ANYONE TO EXPERIENCE SAME, AND YOU SHOULD READ THIS AS A WARNING ABOUT WHAT MIGHT HAPPEN WHILE YOUR STAY IN THIS HOTEL.