The food was good, but the room size was not so comfortable, while check in we had to wait for more than 2 hrs because they didn't find our actual booking in their system, they were so confused & after i would want to share my experience about their staff. Gateman, food counter reception person, they don't know how to behave with customers, we talked with the property manager and he listened to all the drama that happened, he apologized for their staff & gave complimentary dinner. Just because of these 2-3 people we had a bad experience, remaining staff was very noise & polite, overall our experience was an average, next time we heave to think twice for the same resort booking.
SHANTI SOLITAIRE GOA has replied on Thu Nov 21 21:48:49 IST 2024
Dear Amrut Damji Bhanushali,
Your feedback highlights several important areas for improvement. It’s clear that the initial check-in experience and room comfort did not meet your expectations. The waiting time you encountered due to booking confusion is unacceptable and indicates a need for enhanced training and better systems to manage reservations more efficiently. Additionally, the behavior of certain staff members, including gate personnel and the food counter reception, needs addressing. Staff interactions are vital in shaping guest experiences, and it's crucial that all team members understand the importance of professionalism and courtesy in every interaction. It's promising that the property manager took the time to listen to your concerns and offered a complimentary dinner, but consistently positive service should be the standard. While there were aspects of your stay that were satisfactory, it seems that the shortcomings significantly impacted your overall experience. The insights you've provided will be useful in training staff and improving service quality. We appreciate you sharing your thoughts, as they will help guide improvements that enhance the guest experience at the resort. Your decision to reconsider future bookings is understandable, and we hope to change your perspective should you choose to visit again.
Regards,
Ronald Massey
General Manager