heena thakur
Google
Disappointing Experience – Especially for a Medical Request
I recently called the hotel to inquire about booking an Executive Room for three nights. I specifically requested a non-smoking room or a room on a non-smoking floor, as I would be staying with my mother who uses a BiPap machine and cannot be exposed to smoke.
I had also visited the hotel in person on Friday evening to inquire and at that time, I was told the Executive Rooms are on the third floor and it shouldn’t be an issue. I was advised to simply mention the request at the time of booking.
However, when I called later to confirm the booking, I was informed that non-smoking rooms cannot be guaranteed. While I understand this may be part of hotel policy, I expected more flexibility and understanding given the medical need. When I mentioned I planned to book online, the tone noticeably shifted and I got the impression that online bookings were not encouraged—which was confusing and unexpected.
Unfortunately, my interaction with Saqib on Friday night, while finalizing the booking for Saturday, was quite disappointing. His response felt abrupt and dismissive, emphasizing how busy the hotel was and that no rooms were available—even though I could clearly see rooms available online for the dates I needed.
This entire experience was disheartening. It’s unfortunate that a simple medical accommodation couldn’t be considered with a little more compassion. Hospitality is not only about managing room availability but also about how guests are treated—especially when they are seeking assistance for legitimate health concerns.
TIA
