VERY POOR SERVICE. GOOD ROOMS!
I had booked 2 rooms for a night stay. The following is an account of the service rendered pre-sales and during the stay.
I checked the rooms on MakemyTrip (MMT) and was to book it, however since this is close to where I live I decided to check it in person. I reached the apartment and the first impression was good. However it did not take long to change when we were greeted by the caretaker to inform that his "manager" was away and I had to talk to him over a phone call. Fair enough, I called Mallesh, the so called Manager. He quoted a much higer rate than quoted on MMT. I asked him why? he bargained saying that if I booked with him I would get both rooms in one flat with self contained bathrooms. I agreed to his deal. However, I HAD TO CALL HIM again next day as he was busy driving! I mean this is the first time I as a customer has to follow up for my own booking. Anyway I called him and sealed the deal verbally. I sent him an email to acknowledge our agreement. Two days pass and I dont get a revert, another reminder, another 2 days! no reminder. So almost after a week we call the same number worried about our 'booking'. Another manager Nitin answers the call. Obviously he has no clue about the booking and I HAVE TO RESEND the email to him. As if he could not access this own mailbox!
I resend as asked, I get acknowledged. I think I'm good now. 50% payment is done (I had to remind him to give his details)
D-Day. I call Nitin, 1hour before check in, he casually tells me rooms are ready. I happily take my guests, including their children under 2 yrs!
I enter the apartment and we are met by a care taker! I see a guy on the couch busy with his laptop, guessed he must be another guest who has checked in the same flat. Ask the care taker to have us meet with Nitin, and he promptly points me toward the guy on the couch!
I mean cmon! your guests are here, with infants and you do not even have the courtesy to acknowledge, let alone stand up and greet!
Thats sets us off...now he calmly informs us that the rooms booked are on separate floors! and when asked about the agreement he declined, siting that he cant help if guests overstay! he was in no mood for alternatives, until we pushed and threatened to take our money back. That put him on his feet. After some argument and a few calls and few hours later we got a room on another floor but like we wanted in one flat, we had to compromise on the bathroom.
All settled all was well until check out.
Our man Mallesh is back! He talks very rudely with my guests and holds them 'hostage' till the full payment is done. He had no courtesy to call me, or check with me, or deal with me, though I had my name written all over the booking and emails!!!
My guests were mistreated and only on Nitin's intervention did he let my guests leave. They were made late for a ceremony they had come for because of this drama. They were insulted and verbally threatened!!!
Who does that! You wont even use this tone when speaking to a direct customer, let alone his guests!
Payment made, and we are still waiting for a receipt, its been 3 days, and counting.
Thanks for reading my rant!
Again ROOMS ARE GOOD service is pathetic!!!
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC