What should we do about stolen cash?

Q We recently had our honeymoon in Mexico, booked through a big tour operator and staying at a five star resort. One night we went on a clubbing excursion. On returning we found our in-room safe code had been changed and £300 had been taken. What can we do to claim it back?

Name withheld

A I love Mexico, but it is far from a crime-free nation. The US State Department warns: “While Mexican authorities make great efforts to safeguard the country’s major resort areas and tourist destinations, those areas have not been immune to the types of violence and crime experienced elsewhere in Mexico.”

The appropriate sequence of events here is: inform the hotel and ask the management to investigate; inform your holiday company; and inform the nearest branch of the state prosecutor’s office (Agencia del Ministerio Publico).

The Foreign Office stipulates: “Complaints must be made in person before leaving Mexico.” But I am afraid to say that even such diligence may not result in a good outcome.

Anecdotal evidence suggests that the hotel may disclaim liability, and perhaps even hint that you have made up the story in order to claim on insurance. The holiday company may do much the same, and say the issue is not within its responsibility. And, as people who have had dealings with Mexico’s law-enforcement authorities may testify, you should not expect swift or positive results from the police or state prosecutor.

All I can suggest is that you claim from travel insurance, assuming that cash is covered by your policy, and provide as much supporting evidence as you can. But be warned that claims for cash without official confirmation are not always successful.

Every day our travel correspondent Simon Calder tackles a reader’s question. Just email yours to s@hols.tv or tweet @simoncalder