We stayed here from 24th to 25th March and had a terrible experience. We paid our food bill via PhonePe, but the payment showed as pending. The staff forced us to pay in cash again, assuring us that if the payment goes through later, they will refund the extra amount.
It has been 23 days, and we are still chasing our refund. Every time we call, they give the same excuse — "we haven't spoken to the senior yet." They even gave us other contact numbers of higher authorities, but it’s the same story with everyone: false promises, delays, and no action. We’ve been repeatedly told “you’ll get it today,” “in 1-2 days,” but nothing happens. Now they say it’s with the accounts department — still no result.
This has been a frustrating and unprofessional experience. Highly irresponsible behaviour. We do not recommend this property to anyone.
Levelup Heritage Patnitop
Dear Guest,
Thank you for bringing this to our attention, and I sincerely apologize for the inconvenience and frustration you’ve experienced.
We deeply regret the handling of your refund issue and understand how disappointing and unprofessional this must have felt — especially after your trust in us during your stay from 24th to 25th March. Please be assured that this is not the level of service we aim to provide, and we are taking your feedback very seriously.
I am personally looking into this matter with our accounts team to ensure that it is resolved immediately and that your refund is processed without any further delay. We will also review our internal communication and escalation processes to ensure such lapses do not occur in the future.
Once again, I apologize for the inconvenience caused and thank you for your patience. Please feel free to reach out to me directly for any further assistance.