Pan Hill Hotel

Pan Hill Hotel has replied on Mon Oct 30 14:05:38 IST 2023

Dear Siddharth, Thank you for your feedback. However, I would like to address the points you had raised with our comments as follows: a) Prices were high: You had booked with us during the high season period and hence the rates were higher than normal. Also, we make it a point that our rates are extremely competitive and provide value for money. b) Limited Hot water timings: We mention the limited hot water timings to our guests prior to making a reservation with us and the same is mentioned on the booking portal as well. c) Breakfast options: We provide the most common breakfast items that are generally consumed by guests. However, South Indian breakfast options are not available. d) Slippery Common Area: On the days that you had stayed at the property, we witnessed extremely heavy rainfall which caused some common areas to become slippery. These areas were specially addressed once the rainfall subsided.

Pan Hill Hotel has replied on Mon Jun 12 11:50:46 IST 2023

Dear Mr.Ratnakar Satapathy, Thank you for your review. However, the information that you had shared in your review is incorrect. Below is the correct version of the sequence of events that occurred: 1) Your request to use the bathroom after check-out: Even though our standard check-out time is 10 am, you checked out of the room at about 8:30 am. Subsequent to your check-out, you returned back to the hotel at about 9:10 am and demanded to re-enter the room when the room checking and cleaning procedures had already started. Yet our staff accommodated your request and allowed you to use the room. So, it is difficult to understand your statement when you say that the “staff behaviour was very reticulous” despite them being so accommodative. 2) Luggage problem created by you: After you finally vacated the hotel room at 9:30 am, you requested our staff to keep your luggage in the common area of the hotel so that you can pick it up on your return after sight-seeing in the evening. Whilst we do accommodate the requests of our guests to keep their luggage in the common area of the premises, we make it very clear to all our guests that we do not take responsibility of their luggage. You later returned back to the hotel at about 3:30 pm collected your luggage from the common area of the hotel and left. After you left the premises, the staff realised that you had taken the luggage of another guest along with you. The reception staff immediately called you on your phone and requested you to return the luggage of the other guest at the earliest. But you instead told the reception staff that you are leaving the other guests luggage in the common area of a restaurant in Wai (nearly 20 km from the hotel. Even to this unreasonable demand of yours, our hotel management sent a staff all the way to the location where you had left the luggage and retrieved it back to the hotel. After all this trouble, you caused more inconvenience to us and the other guest by taking along with you one remaining luggage piece of the guest all the way to Pune and later informed us that you mistakenly took one more piece of luggage of the guest and did not leave the same behind with the other luggage pieces in that you left in Wai. Eventually we informed the other guest whose luggage you had taken with yourself of all the trouble you had caused and shared your contact number as you were in possession of their one luggage piece.

Pan Hill Hotel has replied on Wed Sep 07 13:59:00 IST 2022

Dear amit, it is very unfortunate to see that you have left 1/5 rating despite all our efforts to make your stay comfortable and in many instances, our team went overboard to help you during your stay. Below is our detailed response to your review along with an overview of your stay with us: 1) quality of stay/service: in your review, you have mentioned “quality poor”. From this comment, i find it difficult to understand, what point of our services you found to be of poor quality. During your stay with us, our team tried to accommodate all your requests except for the ones which were extremely unreasonable and the same would not be accommodated in any other hotel. In the paragraphs below, i have summarized a few of such instances from your stay. Firstly, one of your family members wanted some medical attention during their stay for which we recommended a nearby hospital. One of our staff members even shared the location of the local hospital on google maps with your family member. However, your family member insisted on one of our staff members accompanying them to the hospital. To this request of yours, our staff politely refused. Kindly note that even though the hotel staff is there to assist you and make your stay comfortable but that does not mean that such unreasonable requests are honored. Secondly, upon your arrival at the hotel premises at about 10:30 pm, you inquired from our staff about dinner facilities at that time. To this, our staff informed you that we are currently providing only breakfast services at our restaurant and that for lunch and dinner services you will have to dine at third-party restaurants which are located only a few steps outside the hotel. As it was late at night and all restaurants were closed at that hour, one of our staff members went out of his way and got you a reservation at a nearby restaurant despite it having been closed for other outside guests. Not only this, our staff member accompanied you to the said restaurant and ensured that you and your family members were given service. Thirdly, you wanted your driver to be provided with accommodation and breakfast services on a complimentary basis. We informed you that your reservation does not include any such complimentary driver stay and breakfast service and that same can be provided but on a chargeable basis. However, you argued over the same and eventually, we gave you a discount for the driver accommodation and breakfast to make you a satisfied customer. But sadly, it appears that you want everything on a complimentary basis, and only then will you be satisfied. 2) hot water: we have eco-friendly solar systems coupled with an electrical backup heating system installed at our premises to fulfill the need of hot water for our guests. The hot water timings are in the morning hours and the same has been communicated on the makemytrip portal. However, you wanted the hot water on a 24x7 basis to which we informed you about our policy and showed the same being clearly mentioned on your booking voucher. The next morning, all your reserved rooms got hot water along with other hotel guests. So, it is yet again disappointing to see that you have mentioned “no hot water for bath” in your review, which is clearly wrong information being provided on your part. 3) pricing: we believe in providing value for money and the same is reflected in our pricing policy. If you were to research online, which i am sure you would have prior to booking our hotel on makemytrip, you will find that we are reasonably priced when compared to other nearby hotels in the vicinity. Hence, we yet again beg to differ on your comment of “price is to high” mentioned in your review. I hope our points raised above clarify the areas of concern you raised in your review and we look forward to hosting you again during your future visits to panchgani / mahabaleshwar. Thank you. Best regards, team pan hill hotel

Pan Hill Hotel has replied on Sun Jun 19 23:27:33 IST 2022

Dear pradeep, thank you for your positive rating and feedback on your stay with us. We are glad to hear that you enjoyed our hospitality and had a great stay. It was a great pleasure to have hosted you and we look forward to welcoming you again during your future visits to panchgani / mahabaleshwar. Best regards, team pan hill hotel