I am writing to express my deep dissatisfaction with my recent stay at your hotel, which fell far below the expected standards of service and hygiene.
Upon arrival, I was made to wait for over two and a half hours at the reception, despite having a confirmed booking. To make matters worse, I had specifically requested a room with a king-size bed, but was instead given a room with twin beds, with no explanation or effort to resolve the issue.
What truly shocked me was the overall lack of service. While I noticed other guests being assisted with their luggage and properly attended to, I received no such courtesy or support. This lack of consistency in guest treatment is unacceptable.
However, the most alarming part of my stay was discovering a cockroach in my food. This is not only a severe health hazard but also raises serious questions about your kitchen’s hygiene and food safety protocols. This incident alone is enough to deter anyone from returning.
This experience has been nothing short of disappointing, and I strongly urge your management to look into these issues and take immediate corrective action. I expect a formal response to this complaint, along with a reasonable explanation and compensation for the inconvenience caused.
Sunhill Portico has replied on Tue Jun 10 21:26:51 IST 2025
Dear Mr.Gupta,
Please accept our sincerest apologies for the disappointing experience during your recent stay.
We regret the extended wait time at check-in, our check-out time is 11:00 hrs and check-in time is 13:00 hrs. Early check-in are subject to room availability at that particular date. Due to early arrival, we were unable to accommodate your request for a king-size bed
We want to apologize for the lack of assistance, as this was unintentional due to guest movement at that particular time, we must have missed in assisting you with your luggage
Most importantly, we are deeply concerned and saddened by the incident involving your food. This is absolutely unacceptable, and we want to assure you that we take hygiene and food safety with the utmost seriousness. We have already begun a comprehensive review of our kitchen and service protocols to ensure this never happens again
Your feedback is extremely important to us, and we are committed to making the necessary changes. We ask for the opportunity to make amends and provide you with the exceptional service
Once again please accept our heartfelt apologies for the inconvenience caused.
Warm Regards,
Management- Sunhill Portico