Raj Bhatia
Google
Unacceptable Stay – Senior Management Must Intervene
This was one of the most stressful hotel experiences I have ever had.
Despite pre-booking, I was told upon arrival that no rooms were available. Instead, I was pushed toward their “next-door property” which does not integrate with Booking.com, cannot charge the same card, and insisted on a different card or cash. This setup felt extremely questionable and gives the impression the hotel is avoiding its Booking.com commitments.
At midnight, loud music started from one of the rooms. I complained at 12:20 am. Shockingly, the staff spent over three hours “trying to find the room.” Only at 3:45 am was a room change finally offered after I raised my voice. What’s worse, the manager Kaushiki never once came to address the issue or even offer an apology. For three hours of disruption and stress, her absence and lack of responsibility were unacceptable.
The problems didn’t stop there. At breakfast, there was a 25-minute queue while staff stood distracted on their phones. Only after guests made noise were we redirected to another restaurant. Later, my new room access was locked because the night-shift staff forgot to update the system.
When I raised concerns, duty manager Mohitri attempted to “calm me down” by sharing irrelevant personal stories about her own divorce even wrongly assuming I was divorced. As a solo woman traveler, this was not only unprofessional but also extremely uncomfortable.
This property is far below expected standards. I have stayed at Hyatt and experienced nothing like this – they value professionalism and accountability, which was completely missing here.
To the senior management team: Please take ownership and review the conduct of your managers and staff. This level of negligence, insensitivity, and lack of basic hospitality is unacceptable. I expect to be contacted directly about this matter.
