Disaster
Its one of our worst experience we ever had in any of the hotels. We travel a lot but has never encounter with such a set back. This was one of our summer family re-unite as we do every summer at some or the other destination, rather then we should cherish and remember it turned out to be our worst nightmares. Majorda Beach resort, a Five Star hotel, with the kind of service and management it seems to be worst than a Two Star hotel.
Problem started as we entered your hotel, we were 7 and a infant, we booked two cottages but as we checked-in the hotel management informs us that we cannot get our cottages for two days, after a lot of our calls to travel agent and some anger, hotel staff tried to arrange one cottage from second day by morning and a assurance to arrange another that also with an approach that they are doing a favor on us. The rooms where we were temporarily accommodated were so congested and dirty (with so many empty bottles and stale chicken in the fridge which was smelling awful), and it was really tough to put up there, but still there was no apology from management.
We gave them whole material of baby food, and after a long and tiring travel the baby was hungry so we asked your staff to make the baby food urgent with the material we gave it to them, but till approximately two hours there was no response from the hotel about our order, again we got angry and complained , Again some exchange of anger they took another hour to prepare a normal khichdi, which not even takes more than 5 minutes. Till that time all my family was furious with the service, room and the non-courteous behavior of the staff.
It was really impossible to put up the whole family in such a small room, and that also after paying for the cottages, we again went with a complaint as it was impossible to manage the whole family in so congested room, and manager Mr. Alan gave some stupid offers to pacify our anger or said if you want you can change the hotel, we cannot do anything, is this the way staff talks to guest. they are taking undue advantage of the location, because they know that if the guest is with family its really tough for them to shift as there is no other hotel near by. It’s really a disgrace on a Five Star category hotel to provide replies and services like this to their guests.
Than we asked for extra bed, which was very much understood, but till 12:30 in the night there was no response from staff, again a lot of exchange of anger they get a bed, that also broken, but by 1:00 we were able to sleep after a tiring day.
So on second day we got our cottages that also after lot of phone calls with duty manager Ms. Roshal, they gave it by late afternoon; half of the day was already been passed with so much of frustration. Than I thought duty manager will send me the coupons for the offer they gave me on the previous day but there was no response, so I contacted the duty manger Ms. Roshal, with really a unpleasant attitude she replied that we didn’t gave you any offer and now we gave you the cottages, I was really aghast with the manner she spoke to me, in service industry and that also a Five Star hotel manager can speak like this, at that time I was really cursing my decision to have a holiday in that hotel. Then I spoke to the manager Mr. Alan again I was shocked with his response that we cannot give you any offer but in special consideration I give you Rs. 250/- worth coupon for Casino. I was ashamed, and felt degraded with this, is he offering me tip. Mr. Alan and Ms. Roshal have really dishonored us with their behavior. We have never encountered such rude managers in any of the five stars.
There are many more complaints and dissatisfaction from your hotel like Food, Keys recharge, not working phone in the cottage, late and hopeless service, Billing Mistake etc, we were there for a delight but we were not even satisfied.
I really cannot pen down my anguish and suffering, but I have really wasted my holiday and time, money is not a matter for me. We were for fun and our holiday at your hotel really turned out to be a nightmare, my whole family repents the decision to have a stay at your hotel.