Snorkeller said:
No one in reception should have told her that "this never happens" - that is something that I hope Stephen (if he still is there) will pick up on and have some appropriate conversation. Even if you need to charge her for the lost towel, you do not insult her with such a statement.
Bear in mind we don't know what the tone of the comment was. There is a big difference between "(Gasp!) That never happens around here.(I'm horrified that someone stole a towel)" and "(Sigh)That never happens around here. (You must be making it up)"
