KEY POINTS:
The man who burgled a Canadian couple after conning staff at a five-star hotel to give him their room keys, was probably an expert at fooling people, say police.
The conman tricked staff into letting him into a family's hotel room, which he then ransacked, taking valuables, money and passports.
After burgling the hotel room, the brazen conman then ordered a meal and drinks in their name.
He then nipped into the hotel's bar for a drink of expensive Drambuie and carried three stolen bags away.
Detective Sergeant Kevin Burke said police were following two leads and were hoping for help from the public to catch the conman.
Mr Burke said there had been "nominations" from the public and the security footage was clear.
"He does appear to be extremely confident in the manner he's carried this out and one would assume that he may be used to tricking people before," he said.
Mr Burke said there had not been reports from other hotels of similar issues.
He would not comment on what the hotel could have done to further protect the family.
The man is described as Caucasian with ginger or auburn hair tied back in a ponytail, sideburns and stubble and aged between 20 and 40 years-old.
Hospitality Association chief executive Bruce Robertson said someone needed to take responsibility.
He said access should not have been provided and the hotel would have to decide whether it is an issue of serious misconduct.
Mr Robertson said he was confident the hotel will be discussing compensation with the family.
Yesterday, the Black family of Montreal missed a flight to Sydney as they scrambled to get new travel documents.
The family were stunned by the burglary in the upmarket Quay West hotel in Auckland's Albert St, which charges more than $400 a night for a two-bedroom suite.
They said the conman was bold, and seemed so practised that they doubted they were his only victims.
The family - Ricky and Evelyn and their children Emily, 12, Olivia, 10, and Andrew, 7 - were out for dinner when the man persuaded a receptionist to give him a key to their room.
They believed the man saw their surname on their baggage tags in the lobby earlier in the day, and used that information to get the key.
"He came to the desk clearly intoxicated - although we think now that may have been part of his con game - he said, 'I'm Black. Can I have my room key?'," said Mrs Black.
She said the man was issued a key, without knowing "his" room number or even which floor the room was on.
"It just seems like there was so many lapses," said Mrs Black, who was upset the man was not asked for identification.
Quay West management would not comment.
Closed-circuit TV cameras captured the man's movements in the lobby and bar.
His movements inside the family's room are not known, but it is understood a package from the family's travel agent was delivered to him there.
Mr Black said the man "took his time" in the suite.
He turned on the TV, went through drawers and bags and even called room service.
"He didn't like what they could offer, so I think then he went down to the restaurant," said Mrs Black. "Cheeky ... he's got a refined palate."
At an in-house restaurant, the man put an $81 dinner on the family's bill, ordering soup, a sirloin steak, snapper and steamed vegetables and a glass of Church Rd chardonnay.
About 8.30pm, he signed for a Drambuie at the bar.
Mr Black said the man drank the liqueur, then left "with a smile on his face" and three of the family's bags.
The Blacks cancelled a two-day trip to Sydney after missing their early morning flight yesterday.
Mr Black may have to cancel a 10-day business trip to Asia as his stolen passport included a visa to get into China.
"This has become a nightmare for us. There are so many repercussions."
Anyone with information should phone 09 302 6400, extension 6654.
-with NEWSTALK ZB
