0:00:02 > 0:00:05We asked you who's left you feeling ripped off when it comes to your
0:00:05 > 0:00:09holidays and you came back with a catalogue of travel disasters.
0:00:09 > 0:00:12A holiday's supposed to be a time of relaxing, not a time of more stress
0:00:12 > 0:00:14and certainly not a time of stress whilst you're away.
0:00:14 > 0:00:17It's just annoying that you think, what next,
0:00:17 > 0:00:20what are they going to put a charge on next?
0:00:20 > 0:00:22So, whether it's a deliberate rip-off,
0:00:22 > 0:00:25a simple mistake, or, indeed, a catch in the small print,
0:00:25 > 0:00:30we'll find out why you are out of pocket and what you can do about it.
0:00:30 > 0:00:34Your stories, your money, this is Rip Off Britain.
0:00:36 > 0:00:38Hello, and welcome to Rip Off Britain
0:00:38 > 0:00:40from the sunny island of Tenerife,
0:00:40 > 0:00:43where we're investigating all manner of problems to do
0:00:43 > 0:00:45with holidays and travel.
0:00:45 > 0:00:48And, you know, whilst time away really should be
0:00:48 > 0:00:51about getting a rest, the opposite can happen
0:00:51 > 0:00:54if you find yourself becoming the victim of a crime.
0:00:54 > 0:00:59Now, most places around the world welcome tourists with open arms,
0:00:59 > 0:01:02but I'm afraid there are those to whom they will always be seen as
0:01:02 > 0:01:05rich and easy pickings and, wherever you are in the world,
0:01:05 > 0:01:08there will be criminals looking for any opportunity they can,
0:01:08 > 0:01:12to get their hands on your cash or, indeed, your belongings.
0:01:12 > 0:01:14But today's programme is all about making sure
0:01:14 > 0:01:16that doesn't happen to you.
0:01:16 > 0:01:19And, as we hear about all the horrible things that can happen when
0:01:19 > 0:01:22you let your guard down, we'll have plenty of tips to make sure that
0:01:22 > 0:01:24your time on holiday is much easier
0:01:24 > 0:01:27- and the criminals' lives much harder.- Good stuff.
0:01:29 > 0:01:30Coming up...
0:01:30 > 0:01:33we're out with the police catching pickpockets in Barcelona to
0:01:33 > 0:01:37see how the city is tackling its reputation for petty crime.
0:01:37 > 0:01:40Somebody came and banged on the table as a distraction and snatched
0:01:40 > 0:01:42a bag and was away!
0:01:43 > 0:01:47And what's the hotel's responsibility if someone's able to
0:01:47 > 0:01:48break into your room?
0:01:48 > 0:01:51As we looked round, it just absolutely dawned on me,
0:01:51 > 0:01:55"Oh, my lord, we've been burgled!" We were just shocked, weren't we?
0:01:59 > 0:02:03When we're on holiday, the fact that we're tourists will very often just
0:02:03 > 0:02:04stick out a mile.
0:02:04 > 0:02:06We've got rucksacks on our back,
0:02:06 > 0:02:09we're looking at maps or guidebooks and, of course,
0:02:09 > 0:02:11we're taking photographs.
0:02:11 > 0:02:15All dead giveaways to pickpockets who are hoping to catch us off-guard
0:02:15 > 0:02:17and make off with whatever they can get their hands on.
0:02:17 > 0:02:21The good news is that in holiday resorts around the world,
0:02:21 > 0:02:26dedicated teams of undercover police are out in force to protect us,
0:02:26 > 0:02:29so we went out with one of those teams in Barcelona,
0:02:29 > 0:02:33to see just what exactly they are doing to catch the criminals and,
0:02:33 > 0:02:36most importantly, to keep your valuables safe.
0:02:39 > 0:02:42Watch this crowd at traffic lights in Romania.
0:02:42 > 0:02:45The man in the blue cap is a pickpocket.
0:02:45 > 0:02:48You can see that he's unzipping the rucksack of the man in front.
0:02:48 > 0:02:51His accomplice, in the red, keeping watch.
0:02:51 > 0:02:54In a split second, he's got the mobile phone.
0:02:54 > 0:02:55His victim, none the wiser.
0:03:00 > 0:03:03And in this footage from Kuala Lumpur,
0:03:03 > 0:03:05a tourist is standing at a takeaway counter.
0:03:05 > 0:03:09Her bag is next to her and a pair of thieves is ready to pounce.
0:03:09 > 0:03:12The man in the white T-shirt distracts her,
0:03:12 > 0:03:15while the other one dips into her bag and takes her purse.
0:03:15 > 0:03:17The woman didn't see it happen.
0:03:21 > 0:03:25Similar scenes are played out every day in cities across the world,
0:03:25 > 0:03:27but in particular in Barcelona.
0:03:28 > 0:03:32Gaudi's architecture, the Picasso Museum and the famous
0:03:32 > 0:03:35Las Ramblas shopping street have made the Spanish city a favourite
0:03:35 > 0:03:38weekend break destination.
0:03:38 > 0:03:41But it's considered Europe's pickpocketing capital
0:03:41 > 0:03:45with a reported 300 incidents of thefts every day.
0:03:47 > 0:03:50Trying to catch those criminals is the responsibility of this team,
0:03:50 > 0:03:54Catalonia's urban police unit, highly-trained,
0:03:54 > 0:03:58eagle-eyed, plainclothes cops who walk amongst the crowded streets,
0:03:58 > 0:03:59spotting suspects.
0:04:08 > 0:04:11Every morning, the team are brought together and given
0:04:11 > 0:04:14a list of mugshots, faces of people known to have committed
0:04:14 > 0:04:17pickpocketing crimes and other scams targeting tourists
0:04:17 > 0:04:21abroad, and they're all repeat offenders that police believe
0:04:21 > 0:04:22are still very much active.
0:04:36 > 0:04:39Ana has been with this department 12 years.
0:04:39 > 0:04:44She has a photographic memory and can spot a thief a mile off.
0:04:44 > 0:04:48Years of mingling with tourists and catching criminals means if there's
0:04:48 > 0:04:51a pickpocket in the vicinity, she'll know who it is.
0:04:51 > 0:04:54And, today, she'll be looking in particular for people whose faces
0:04:54 > 0:04:59were on that list who she knows have previously been arrested for
0:04:59 > 0:05:03pickpocketing or other crimes, and are still considered a risk.
0:05:03 > 0:05:08If she spots any of them, she can stop and search them right away.
0:05:08 > 0:05:12And if they have any stolen items on them, she'll be able to arrest them.
0:05:12 > 0:05:16Normally, when you travel to a foreign country, you're a tourist,
0:05:16 > 0:05:19you're not thinking about pickpockets.
0:05:19 > 0:05:22And you're not paying enough attention to your belongings.
0:05:22 > 0:05:26So, they know that, they know that.
0:05:26 > 0:05:32And that's why the tourist people are probably the perfect victims.
0:05:34 > 0:05:38Today, only ten minutes into her shift, Ana receives a call.
0:05:41 > 0:05:44Around here, I don't know where exactly.
0:05:45 > 0:05:48Two suspected pickpockets are close by.
0:05:48 > 0:05:52A quick check on the police database confirms they have previously been
0:05:52 > 0:05:56arrested, so Ana wants to stop and search them to make sure that
0:05:56 > 0:05:58they're not doing the same again.
0:05:58 > 0:06:02The man is standing in black and the one with the ribbon.
0:06:02 > 0:06:05Ana spots the two standing by the Metro.
0:06:05 > 0:06:06And they are pickpockets.
0:06:07 > 0:06:11She follows the two men without, it seems, being seen.
0:06:15 > 0:06:17And they managed to shake her off their trail.
0:06:17 > 0:06:19Probably they went inside the Metro.
0:06:20 > 0:06:24Once the thieves go underground, it's virtually impossible to catch
0:06:24 > 0:06:28them and, sure enough, this time they've gone.
0:06:30 > 0:06:34Ana's certain that the two men will once again be targeting tourists
0:06:34 > 0:06:36and they've managed to slip through her fingers.
0:06:37 > 0:06:41It's frustrating, because you know they are staying and you can do
0:06:41 > 0:06:44nothing, because in one second you have them and
0:06:44 > 0:06:50in the moment that you hide, you have the risk to lose them, so...
0:06:51 > 0:06:53..it's all so frustrating.
0:06:54 > 0:06:55We will look for them.
0:06:57 > 0:07:01Police in Barcelona admit that this low-level street crime
0:07:01 > 0:07:03is a serious problem.
0:07:03 > 0:07:06That's why Ana's department works in shifts to patrol
0:07:06 > 0:07:11the streets 24 hours a day and why the national government has issued
0:07:11 > 0:07:13warnings to tourists to be careful.
0:07:13 > 0:07:17But places like this, Gaudi's unfinished masterpiece,
0:07:17 > 0:07:22the Sagrada Familia, continue to offer rich pickings for thieves.
0:07:22 > 0:07:24So, spotting them amongst the crowd
0:07:24 > 0:07:27has become part of Ana's daily routine.
0:07:27 > 0:07:31All these people are staring at the Sagrada Familia and we're looking
0:07:31 > 0:07:38for some thief that is only seeing the backpacks, perfect victim.
0:07:38 > 0:07:44Now, you have a person taking pictures, with a bag, the backpack
0:07:44 > 0:07:48in the back out of their control. They can open them up,
0:07:48 > 0:07:51open the zip, and take anything inside.
0:07:51 > 0:07:56They're absolutely perfect victims for our pickpockets,
0:07:56 > 0:08:01so we're looking for anyone that is looking at the same things as me.
0:08:02 > 0:08:05Ana knows every trick in the thieves' book.
0:08:05 > 0:08:10They use big maps to open, to hide their hands with big maps
0:08:10 > 0:08:14to open zips and take from inside.
0:08:16 > 0:08:19OK, there are many pickpockets, you have to take care.
0:08:19 > 0:08:22The backpack in the front.
0:08:22 > 0:08:23- Always.- OK?
0:08:24 > 0:08:26Good for you.
0:08:29 > 0:08:32As Ana and her colleagues move on, it's approaching lunchtime,
0:08:32 > 0:08:37a golden opportunity for opportunistic pickpockets.
0:08:37 > 0:08:38According to the police records,
0:08:38 > 0:08:42the man in the blue shirt is a prolific pickpocket,
0:08:42 > 0:08:45known to target tourists in restaurants and Ana has spotted him.
0:08:47 > 0:08:49She doesn't want to let the man out of her sight.
0:08:49 > 0:08:51But she cannot be spotted.
0:08:55 > 0:08:56She wants to catch the man to
0:08:56 > 0:08:59make sure that he doesn't have any stolen belongings in his bag.
0:08:59 > 0:09:01We will stop him.
0:09:02 > 0:09:04If he does, Ana will arrest him.
0:09:11 > 0:09:14But the man has nothing but his own possessions in his bag and Ana has
0:09:14 > 0:09:16to let him go.
0:09:16 > 0:09:20In the bag, he is not carrying anything, everything is normal.
0:09:20 > 0:09:22For the moment, we can't do anything with him.
0:09:22 > 0:09:26It's reckoned Barcelona has at least 200 pickpockets operating each day.
0:09:26 > 0:09:29In this city of tourists, there are so many targets
0:09:29 > 0:09:32and so many unattended bags and mobile phones,
0:09:32 > 0:09:36especially in cafes like this one.
0:09:36 > 0:09:39The pickpockets acting near restaurants,
0:09:39 > 0:09:43what they will look is inside these kind of restaurants.
0:09:43 > 0:09:50These two people is writing with a computer, so they won't be able
0:09:50 > 0:09:55to see if anyone take the bag from the side.
0:09:56 > 0:10:00Thieves distracting diners is a common way to steal bags and there's
0:10:00 > 0:10:04another long-practised trick that all tourists should be aware of.
0:10:04 > 0:10:09This first table, the two women have a telephone on the table.
0:10:09 > 0:10:11There's another kind of pickpocket.
0:10:11 > 0:10:16They use paper, they write anything, like,
0:10:16 > 0:10:19I am poor, I need to eat, give me a coin.
0:10:19 > 0:10:24So, they show the paper written, asking for the coin,
0:10:24 > 0:10:28they put it on the table, on the telephone,
0:10:28 > 0:10:31and when they take it off, the telephone is here.
0:10:33 > 0:10:34In terms of personal safety,
0:10:34 > 0:10:38Barcelona is among the top five safest cities in Europe.
0:10:38 > 0:10:42It's low-level street crime that creates problems for tourists and,
0:10:42 > 0:10:46yet again, in a busy crowd, Ana spots another two people that
0:10:46 > 0:10:49the police force class as repeat offenders.
0:10:49 > 0:10:54Two people, two women, young women, one blonde, one dark.
0:10:54 > 0:10:59With their shirts, blue, red and white, over there.
0:10:59 > 0:11:01Two women.
0:11:01 > 0:11:04Ana says these well-dressed women have been known to steal from
0:11:04 > 0:11:07wealthy tourists, and once she's checked that the girls
0:11:07 > 0:11:10are on the official police list, she's in hot pursuit.
0:11:10 > 0:11:13SHE SPEAKS IN SPANISH
0:11:14 > 0:11:17Normally, they steal inside shops.
0:11:19 > 0:11:23They steal wallets from inside the bags.
0:11:25 > 0:11:27We've got them there.
0:11:27 > 0:11:30Ana wants to stop the pair before they go into any more shops,
0:11:30 > 0:11:33potentially to steal but, as before, she has to check
0:11:33 > 0:11:36they are definitely on the police's most wanted list
0:11:36 > 0:11:38before she can stop and search them.
0:11:38 > 0:11:41If she then finds stolen goods on them, she can arrest them.
0:11:55 > 0:12:00They're in the city centre trying to steal any wallet from any bag.
0:12:00 > 0:12:04As you can see, they are well-dressed, they are friendly,
0:12:04 > 0:12:08they are nice people, but they are pickpockets.
0:12:09 > 0:12:11It's their profession.
0:12:11 > 0:12:14These two are carrying a range of useful disguises,
0:12:14 > 0:12:17the sort typically employed by any pickpocket.
0:12:17 > 0:12:19We're again looking for some...
0:12:20 > 0:12:23..anything that is not theirs, any wallet,
0:12:23 > 0:12:28any document from any victim, but nothing for the moment.
0:12:30 > 0:12:35Nothing. We have the shirt, one jacket to change the colour...
0:12:38 > 0:12:40Nothing here.
0:12:40 > 0:12:43The women have no stolen property in their bags,
0:12:43 > 0:12:46but Ana wants them to know that she and her team
0:12:46 > 0:12:47are keeping tabs on them.
0:12:49 > 0:12:54What they do is go into shops, expensive shops, probably Gucci,
0:12:54 > 0:13:00Emporio or Chanel, they go inside, open bags from victims
0:13:00 > 0:13:03and take the wallet from inside.
0:13:03 > 0:13:07Despite protesting their innocence, the way they answer our producer's
0:13:07 > 0:13:10next question certainly sounds like some sort of confession.
0:13:15 > 0:13:18But, for now, as the women have got nothing on them,
0:13:18 > 0:13:19Ana has to let them go.
0:13:19 > 0:13:20We weren't lucky again.
0:13:22 > 0:13:24Well, she says she was unlucky, but, in fact,
0:13:24 > 0:13:28even in the time we'd been with her, Ana's managed to spot no less than
0:13:28 > 0:13:30seven previously convicted pickpockets
0:13:30 > 0:13:32in Barcelona's busy streets.
0:13:32 > 0:13:36Every day, you're in the middle of the city,
0:13:36 > 0:13:40just having a look and, suddenly, between the crowd,
0:13:40 > 0:13:46you can see two pickpockets working in front of you and the job begins.
0:13:46 > 0:13:49So, every day is similar to this.
0:13:50 > 0:13:53So, while today she's made no arrests, those Ana has stopped
0:13:53 > 0:13:57have been given a clear warning that she's on their tails
0:13:57 > 0:14:00and by confronting or pursuing them, she hopes she'll at least
0:14:00 > 0:14:03have stopped tourists in the immediate vicinity from having
0:14:03 > 0:14:05their valuables stolen.
0:14:05 > 0:14:08Better yet, you've been able to pick up some tips to make sure that
0:14:08 > 0:14:11whichever city you visit next, no pickpocket will be getting
0:14:11 > 0:14:13their hands on your stuff, either.
0:14:18 > 0:14:24Our travel expert, Simon Calder, has all the secrets to save you money on your travels.
0:14:24 > 0:14:26He's full of tips on everything from
0:14:26 > 0:14:27how to avoid the crowds,
0:14:27 > 0:14:31to the best way to steer clear of those tourist traps.
0:14:31 > 0:14:34This time, he's in Paris.
0:14:35 > 0:14:37Despite recent tragic events,
0:14:37 > 0:14:42Paris remains our favourite foreign city by a mile and from wherever you
0:14:42 > 0:14:45are in the UK, it's pretty accessible, too.
0:14:45 > 0:14:48You might be thinking, "Oh, I went there five years ago.
0:14:48 > 0:14:50"It won't have changed much."
0:14:50 > 0:14:51Well, you'd be wrong.
0:14:56 > 0:14:59The first time I came to Paris as a backpacker,
0:14:59 > 0:15:02I camped in the Bois du Boulogne,
0:15:02 > 0:15:06the woodland on the edge of the French capital.
0:15:06 > 0:15:10The Bois du Boulogne has been miraculously transformed,
0:15:10 > 0:15:12with the addition of a "vaisseau de verre,"
0:15:12 > 0:15:16a glass ship, housing the Louis Vuitton Foundation.
0:15:18 > 0:15:20The architect, Frank Ghery,
0:15:20 > 0:15:25deployed 3,600 glass panels to form dozen sails in this
0:15:25 > 0:15:29modern art space, which also offers new views of the city.
0:15:29 > 0:15:33The usual admission fee of 16 euros is a bit steep,
0:15:33 > 0:15:35so come along on Friday nights between 7 and 11
0:15:35 > 0:15:39where you'll find you get two tickets for the price of one.
0:15:40 > 0:15:45There's an art to saving money at museums in Paris.
0:15:45 > 0:15:49The admission for the Rodin is 10 euros, but you can get in
0:15:49 > 0:15:53for just 4, so long as you're a citizen of an EU country,
0:15:53 > 0:15:54including Britain,
0:15:54 > 0:15:58for the time being, and you're under 25.
0:15:58 > 0:16:02If, like me, you narrowly missed that last qualification,
0:16:02 > 0:16:06don't worry, just come along on the first Sunday of the month
0:16:06 > 0:16:09and the same discount applies.
0:16:09 > 0:16:12Paris is the kind of city where getting around can be
0:16:12 > 0:16:13more of a pleasure than a pain,
0:16:13 > 0:16:16largely because there are so many ways you can do it,
0:16:16 > 0:16:19and Simon would always choose one in particular.
0:16:21 > 0:16:23My personal favourite, the bikes.
0:16:25 > 0:16:29The citywide rent-it-here, leave-it-there bike scheme,
0:16:29 > 0:16:32known as Velib, is tremendous value.
0:16:32 > 0:16:35For less than the price of a single metro ticket,
0:16:35 > 0:16:38you get unlimited use of bikes all day long.
0:16:38 > 0:16:42And with over 400 miles of cycle paths in Paris,
0:16:42 > 0:16:46it's the cheapest way of getting around, apart from walking, that is.
0:16:46 > 0:16:49But, if you pull up for a coffee, watch out,
0:16:49 > 0:16:52because it can cost you a packet.
0:16:52 > 0:16:54If you're regular visitor to Paris,
0:16:54 > 0:16:58you'll be wearily accustomed to the notion that drinking anything...
0:16:58 > 0:17:00Ah, merci beaucoup!
0:17:00 > 0:17:04..on the terrace of a cafe trebles the cost.
0:17:04 > 0:17:07Thankfully, in some places, that tradition is beginning to change.
0:17:08 > 0:17:13Even so, you could still be forking out up to six euros for a coffee
0:17:13 > 0:17:15instead of two if you sit at the bar.
0:17:15 > 0:17:18But old Parisian customs are changing,
0:17:18 > 0:17:21and that is also true when it comes to hotels.
0:17:21 > 0:17:25With nearly 2,000 in the city, competition between them means
0:17:25 > 0:17:27that if you follow Simon's last bit of advice,
0:17:27 > 0:17:29you can save while you sleep.
0:17:29 > 0:17:33A few years ago, I found it tricky to get a decent Paris hotel room
0:17:33 > 0:17:38for under 100 euros a night. But, these days, it seems hoteliers are
0:17:38 > 0:17:41prepared to negotiate, so don't be shy about bargaining.
0:17:41 > 0:17:46You might get the same room on a quiet night for 60 or 70 euros,
0:17:46 > 0:17:49so you can spend the difference on indulgence.
0:17:53 > 0:17:56Now, in the past in this programme, we've explored how hotels can react
0:17:56 > 0:18:00if you're unlucky enough to have some of your possessions stolen from
0:18:00 > 0:18:02your room when you're on holiday abroad.
0:18:02 > 0:18:05And it turns out that you simply have not got the level of protection
0:18:05 > 0:18:06that, perhaps, you'd hope for.
0:18:06 > 0:18:10Well, it seems that the same is true if the theft was from a hotel
0:18:10 > 0:18:14in the UK, because while you might assume that if your room
0:18:14 > 0:18:16has been broken into and valuables taken,
0:18:16 > 0:18:18that the buck stops with the hotel,
0:18:18 > 0:18:21but I'm afraid it's not that simple.
0:18:21 > 0:18:24Because, while the law does put some liability on the place where you're
0:18:24 > 0:18:28staying, wait until you hear just how limited that liability is.
0:18:32 > 0:18:35Now, think of a weekend in a classy four-star hotel.
0:18:35 > 0:18:38And it's luxuries like these that spring to mind.
0:18:39 > 0:18:42Not a room like a crime scene,
0:18:42 > 0:18:44with rifled-through luggage strewn all over the place.
0:18:49 > 0:18:52It was the last thing this group of friends imagined when they wangled
0:18:52 > 0:18:54an eagerly anticipated weekend away.
0:18:55 > 0:18:57It's really important that we spend time together.
0:18:57 > 0:19:01We always stay overnight so we can do the getting ready together,
0:19:01 > 0:19:03or the pamper and, then, in the evening,
0:19:03 > 0:19:06we have a meal and things like that. We just love it.
0:19:07 > 0:19:11For friends Lynn, Caroline and Jackie, the QHotel's
0:19:11 > 0:19:14Park Royal Hotel in Cheshire was the perfect backdrop for
0:19:14 > 0:19:18their pre-Christmas get-together back in December 2014.
0:19:19 > 0:19:22We were all really excited to be spending some good quality
0:19:22 > 0:19:25girl time, and it was Christmas, and we were going to be exchanging
0:19:25 > 0:19:29gifts, and having a giggle, and hanging out at the spa.
0:19:29 > 0:19:31It was a real fun time for us.
0:19:32 > 0:19:34Following a lovely, busy day catching up,
0:19:34 > 0:19:38chilling out and capped off with dinner, the friends then decided to
0:19:38 > 0:19:41retire to their room for some peace and quiet.
0:19:41 > 0:19:45We thought we'd just go back up to the room and just carry on having
0:19:45 > 0:19:48a little chat up there, where it was more private.
0:19:50 > 0:19:52But, no sooner had they turned the key in the lock of their first-floor
0:19:52 > 0:19:57room, they realised it was not how they left it.
0:19:57 > 0:19:58When we first opened the door,
0:19:58 > 0:20:00it was obvious that something was wrong,
0:20:00 > 0:20:03because the window was open and it was December,
0:20:03 > 0:20:05- so we would not have left it... - The room was freezing, wasn't it?
0:20:05 > 0:20:08- It was cold.- And the curtains were blowing.
0:20:08 > 0:20:12It was only when they switched on the light that what had happened
0:20:12 > 0:20:15- became crystal clear.- My handbag was upside down and I sort of thought,
0:20:15 > 0:20:18I didn't leave that... And then we looked at each other and said,
0:20:18 > 0:20:20"Did anybody leave the window open?"
0:20:20 > 0:20:23And, as we looked round, it just absolutely dawned on me.
0:20:23 > 0:20:25"Oh, my lord, we've been burgled!
0:20:27 > 0:20:31Unfortunately for the ladies, the room didn't have a safe and,
0:20:31 > 0:20:35while they had tried to store their possessions out of sight,
0:20:35 > 0:20:37the thieves had still made off with thousands of pounds
0:20:37 > 0:20:40worth of jewellery, cash and much more.
0:20:40 > 0:20:44And it took us a while to really work out what had been taken,
0:20:44 > 0:20:45which was pretty much everything.
0:20:47 > 0:20:51As their losses sank in, Jackie noticed that her car keys, too,
0:20:51 > 0:20:55- had also been taken.- When I realised my car keys had gone,
0:20:55 > 0:20:59I just ran downstairs into the car park and I thought,
0:20:59 > 0:21:01"Oh, my lord, my car's gone."
0:21:03 > 0:21:06The ladies immediately called the hotel reception and, in turn,
0:21:06 > 0:21:08they called the police.
0:21:08 > 0:21:11Now, when the police arrived, they confirmed one of the windows
0:21:11 > 0:21:14had been forced open and accessed via the flat roof below.
0:21:15 > 0:21:19I would have expected it to be much more of a secure building,
0:21:19 > 0:21:21given that there was a flat roof underneath.
0:21:21 > 0:21:24The window locks didn't appear robust in any way, shape or form.
0:21:26 > 0:21:29By the time the police had finished their investigation,
0:21:29 > 0:21:31it was the early hours of the morning,
0:21:31 > 0:21:34so, very keen to get back home, the ladies arranged to come back
0:21:34 > 0:21:37once again in the New Year to discuss with the manager
0:21:37 > 0:21:39exactly what had happened.
0:21:40 > 0:21:44But what the hotel told them wasn't exactly what they'd anticipated.
0:21:45 > 0:21:49The hotel didn't accept responsibility for the loss of any
0:21:49 > 0:21:52of our belongings. I was bewildered.
0:21:52 > 0:21:54We thought because they'd broken in through their window,
0:21:54 > 0:21:57which we thought, well, we're going to be covered by the hotel for
0:21:57 > 0:22:00valuables that went missing out of the room or something,
0:22:00 > 0:22:03- and nothing at all, no. Nothing.- We were shocked.
0:22:06 > 0:22:09The hotel was unwilling to accept liability for the theft.
0:22:09 > 0:22:13Instead, offering £100 to each of the guests and a free stay at any of
0:22:13 > 0:22:15the group's properties at a future date.
0:22:16 > 0:22:20But for Lynne, Caroline and Jackie, it was a real blow.
0:22:22 > 0:22:23I was just insulted.
0:22:24 > 0:22:28Is that it? Is that the full extent of your responsibility for what
0:22:28 > 0:22:29happened on that evening?
0:22:31 > 0:22:33But, however disappointed the ladies may have felt,
0:22:33 > 0:22:38the hotel was well within the law in offering them £100.
0:22:38 > 0:22:41And that's because of legislation first introduced 60 years ago.
0:22:44 > 0:22:49The Hotel Proprietors Act 1956 says under certain circumstances,
0:22:49 > 0:22:54hotel owners may be liable to make good any loss or damage to a guest's
0:22:54 > 0:22:58possessions, but only to a maximum of £100.
0:23:00 > 0:23:02Now, when the act came into force,
0:23:02 > 0:23:06£100 would have been worth around £2,000 in today's money.
0:23:06 > 0:23:09And, with the average annual earnings back then
0:23:09 > 0:23:12being around £500, it was a significant amount.
0:23:13 > 0:23:16But although the times and salaries have changed considerably since,
0:23:16 > 0:23:20the fixed liability sum of £100 hasn't, something that
0:23:20 > 0:23:24solicitor Gary Wrightcroft believes really needs to change.
0:23:24 > 0:23:28I think it's really shocking that the law hasn't moved on
0:23:28 > 0:23:29in the last 60 years
0:23:29 > 0:23:33and that the amount of compensation you can claim as a hotel guest
0:23:33 > 0:23:35has remained the same since 1956.
0:23:35 > 0:23:39It remains £50 for one item or £100 for a group of items,
0:23:39 > 0:23:42if you're staying in a hotel outside of London.
0:23:42 > 0:23:46So, the Government needs to step up to the plate here and change the law
0:23:46 > 0:23:49and make it better for consumers, and safer for them.
0:23:49 > 0:23:52That will also make it more of an incentive for hotel owners
0:23:52 > 0:23:54to make your goods safe when you stay with them.
0:23:57 > 0:24:00In fact, in London, the law has, to some extent,
0:24:00 > 0:24:01kept pace with inflation.
0:24:03 > 0:24:06There, the limits a hotel is liable to pay out in the case
0:24:06 > 0:24:10of loss or damage to a resident's possessions on its property
0:24:10 > 0:24:12is £1,500.
0:24:13 > 0:24:17That's down to the London Local Authority's Act of 2004,
0:24:17 > 0:24:21introduced at the request of the Metropolitan Police in a bid to
0:24:21 > 0:24:25encourage London hotels, which had a significant problem with thefts,
0:24:25 > 0:24:27to improve their security.
0:24:27 > 0:24:30One of the reasons that the Metropolitan Police wanted
0:24:30 > 0:24:32the figure increased for London back in 2004
0:24:32 > 0:24:35is because there was a spate of thefts from hotels in London.
0:24:35 > 0:24:38So, I think increasing the strict liability limit,
0:24:38 > 0:24:41whereby hotel owners have to pay compensation,
0:24:41 > 0:24:44would make hotel owners raise their game, in terms of making sure that
0:24:44 > 0:24:47when you stay at hotels, your goods are safe.
0:24:47 > 0:24:50So, while in this case, Caroline and Jackie were able to claim
0:24:50 > 0:24:53for the majority of their missing belongings on their car and
0:24:53 > 0:24:58home insurance, Lynne, I'm afraid, didn't have the same cover
0:24:58 > 0:25:02and as a result, she's been left about £2,000 out of pocket.
0:25:02 > 0:25:05When you go on holiday in this country, you actually don't even
0:25:05 > 0:25:08think about having travel insurance to stay in a local hotel
0:25:08 > 0:25:10in an area that you're familiar with.
0:25:10 > 0:25:15It just did not occur to me to take out holiday insurance.
0:25:15 > 0:25:17When we spoke to QHotels about the theft, it said,
0:25:17 > 0:25:21"It's unpleasant for everyone involved when the crime is committed
0:25:21 > 0:25:24"and it's regrettable that an incident took place,
0:25:24 > 0:25:26"spoiling these ladies' stay."
0:25:26 > 0:25:28But it stressed that, "As soon as the theft was reported
0:25:28 > 0:25:31"to hotel staff, police were called to investigate."
0:25:31 > 0:25:35And it doesn't accept that security measures were inadequate,
0:25:35 > 0:25:38pointing out that reports into the crime concluded,
0:25:38 > 0:25:42"That considerable force was used to gain entry to the room."
0:25:42 > 0:25:43The company went on to say that
0:25:43 > 0:25:45it had exceeded its legal requirement
0:25:45 > 0:25:49in this particular case, having made an additional gesture of
0:25:49 > 0:25:52goodwill, which actually it wasn't obliged to do.
0:25:52 > 0:25:55But it is sorry that the ladies don't feel that the offer of
0:25:55 > 0:25:59compensation was sufficient under the circumstances.
0:25:59 > 0:26:02So, if you want to avoid being seriously out of pocket if things do
0:26:02 > 0:26:06go missing, then there are some very easy ways to protect yourself.
0:26:07 > 0:26:11If you're going to stay at a hotel in the UK, then take precautions.
0:26:11 > 0:26:14Don't take valuable items unless you really have to.
0:26:14 > 0:26:16If you do have to take valuable items,
0:26:16 > 0:26:19then ask the hotel if there is a safe for you to use in the room,
0:26:19 > 0:26:22and, if there is, then use it.
0:26:22 > 0:26:26Even if there is a safe, you may want to ask the hotel to look after
0:26:26 > 0:26:29the items themselves behind reception. And, if they do that,
0:26:29 > 0:26:32they take on responsibility for the items, and, if they are lost,
0:26:32 > 0:26:36then you're entitled to be compensated for those items at full value.
0:26:38 > 0:26:41And whilst this very sound advice is useful for future trips,
0:26:41 > 0:26:44the ladies are still left reeling from their experience.
0:26:45 > 0:26:48You do presume, though, that when you stay in a hotel,
0:26:48 > 0:26:51that they are going to take good care of you and your belongings.
0:26:51 > 0:26:54And when you think how much you've lost, including a car,
0:26:54 > 0:26:57£100 does not go very far whatsoever, does it?
0:27:05 > 0:27:08If you've got a story you'd like us to investigate,
0:27:08 > 0:27:13then get in touch with us via our Facebook page, BBC Rip Off Britain,
0:27:13 > 0:27:17our website, bbc.co.uk/ripoffbritain,
0:27:17 > 0:27:22or e-mail us at:
0:27:22 > 0:27:24Or, if you want to send us a letter,
0:27:24 > 0:27:26then our new address is:
0:27:38 > 0:27:41Well, the cautionary tales that we've heard today really are
0:27:41 > 0:27:44a reminder that you do need to keep your wits about you at all times,
0:27:44 > 0:27:46even when you're away on holiday.
0:27:46 > 0:27:50You just never know when some sort of opportunist or thief might be
0:27:50 > 0:27:52there to take advantage of you.
0:27:52 > 0:27:55But what I did find really interesting during the programme and
0:27:55 > 0:27:58reassuring, was all the work that Ana and her team in Barcelona are
0:27:58 > 0:28:02doing to get one step ahead of the pickpockets and stop them before
0:28:02 > 0:28:03they steal anything.
0:28:03 > 0:28:06I thought it was fabulous to see how she's always on the lookout and,
0:28:06 > 0:28:11as you can tell, it really is true that she never, ever forgets a face.
0:28:11 > 0:28:15- Julia.- A talent I only wish I shared and don't get me started on names.
0:28:16 > 0:28:19But that's all we've got time for today.
0:28:19 > 0:28:22We hope your next trip is relaxed and incident-free,
0:28:22 > 0:28:25but if for whatever reason it's not, please do let us know and it might
0:28:25 > 0:28:29be your experience we're sharing on a future programme.
0:28:29 > 0:28:31For now, though, it's hasta la vista from us.
0:28:31 > 0:28:33- Bye.- Bye.- Bye-bye.