Resorts in Mumbai
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I have been in the hospitality industry myself for the last 15 years and have lived by the key mantra to meet and exceed guest expectations. I work in the capacity of Director of International Marketing Operations for a chain of resorts with 29 resorts all over the world and 20 years of business. So, I had done this booking for senior citizens in my family, my dad 60, mom 54, grand-mom 84, uncle 65 and aunt 60. We had booked two rooms with double occupancy and were willing to pay for an extra bed to accommodate my grandmother as owing to her age, it is impossible to place her in a separate room. The staff was pathetic - totally appalling. May the hospitality industry never have staff like that. Not only did they refuse check in, but also, made the elders in my family hang around for almost two hours before the issue could be resolved. 1. They would not let my old grandmother check in even if we were willing to pay for an extra bed. 2. They said any visitors who came to see my grand-mom would only be allowed to meet her in the lobby. Is this how you treat an 84 year old person? 3. The staff was utterly rude and arrogant. I understand that this is a franchisee operation and eventually OYO stepped in and relocated the family to yet another resort. Which also meant that the elderly people in my family had to travel yet again. Totally disgusting.
Rajendra Kumar | Mon, Feb 9, '15
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