BAD customer services.
by >travelbub on Sat Feb 28 23:59:39 IST 2015
I booked this hotel for 3 reasons - close to airport, good price & as we were travelling with our 2 children, SWIMMING POOL!!! We arrived and were greeted by a lovely man who was the saving grace of our stay, but that is pretty much where our promising start ends - we arrived at reception and weren't greeted with friendly smile but with a rather curt attitude, not really a problem, but was surprised considering this advertised a 4.5 star hotel. We booked in and my girls chatted excitedly about the swimming pool - only to be told by our curt friend that we had booked some super saver deal through expedia and didn't have access to the club and therefore the swimming pool. Despite me saying that we were only planning on going there for a few hours in the morning before our flight and surely something could be worked out as there was NOTHING about this in our booking (with a big smile, hoping to win Ms Curt over, especially as there was NOTHING about this that I could see in our booking) but alas Ms Curt stayed curt and just repeated herself. No offer of paying a half day membership or any possible option to over come this. Obviously the children were disappointed, as was I - I would have spent our last night in India in a cheaper, friendlier place without a pool if I had realised this or forked out another £30 and gone to a better hotel! Tired, hungry and a tad fed up we were shown to our room - large and decent enough, but the theme, which was forest, I think, was starting to show signs of wear and tear despite this place only being a few years old. Problem was there were no extra beds for the kids... queue next discussion with now Mr Curt who showed us to our room and my explanations of 'my booking states there are 2 children... and I did also email the hotel with my children's ages' as I thrust evidence of such booking and email to him, with big smile again hoping to solve this fast - but I was met with blank stare and comments that they could only fit in 1 extra bed. Just when I considered tearing out my hair due to the lack alternative suggests Mr Curt would come up with, except 'not possilbe' and leaving Mr Curt to my annoyed husband and disappointed children the angel of a gentleman (the first person to welcome us to the hotel and somehow still happened to be with us) stepped in and suggested that as we had been trying to explain, the room was actually more than big enough for 2 extra fold away beds. Unfortunately, we still had to have more discussion about this and did refuse the one alternative that eventually came up after many phone calls - the upgrade, which would have included access to the pool but would have cost us about £200 more. Eventually, over 30mins after arriving in the room, we managed to sort this out. We had dinner at the hotel, which was surprisingly OK and saved again by a lovely waiter. But on passing reception for dinner, we did overhear another lady having issue with Ms Curt, who was refusing to budge on something about fruit! Have to say the bed was very comfortable, wifi fine and there is a huge TV. The view of the new airport was brilliant but design of the corridors aren't so good, massive echo chambers with marble/granite floors so we were woken several times during the night by not so considerate guests. So really the whole stay was completely tainted with the lack of professionalism and attitude - I am still awaiting my reply from Expedia regarding the lack of info about access to the swimming pool. But the way the whole thing was handled was so frustratingly and I found very rude, I have travelled and have stayed in some ratholes and some incredible places and have years of experiences working in customer services, but I have to say that this was perhaps my worst 'customer care' experience, hence my essay of a rant. I would however love to have properly thanked our angel, I don't remember his name but he was friendly, kind and definitely knew how to deal with people - he should be training the reception staff!Read More