Rahil P.
Google
Upon arrival, it became evident that the property is not being maintained to even the most basic expectations of hospitality. The rooms allocated to us were in an unacceptable state: there was extensive dampness throughout, visible patches of mould on the walls, and heavy condensation that created an unpleasant and unhealthy atmosphere. The air quality in the room was poor, and the environment was clearly unfit for habitation. For any guest, and especially for those with health sensitivities, such conditions are entirely inappropriate.
The issues were not limited to the rooms. The lobby and common areas reflected the same lack of care and attention. Dust was visible on the floors, and there was water spillage left unattended, with no warning signage in place. This not only gave a very poor impression of the property but also posed a genuine safety hazard that could easily result in accidents or injuries.
When these concerns were raised, the standard of customer service was deeply unsatisfactory. The hotel manager, Mr. Sandeep, chose not to acknowledge or address the severity of the problems. Rather than accepting responsibility or offering any meaningful resolution, he avoided the matter entirely. To add further frustration, he attempted to impose a one-night cancellation fee despite the fact that the accommodation provided was clearly unsuitable. Such behaviour demonstrates not only poor management but also a disregard for guest wellbeing.
In contrast, Booking.com — through whom we made our reservation — reviewed the situation with professionalism and agreed to provide a full refund. Their response underscores just how serious and unacceptable the condition of the property was.
A hotel in this state should not be marketed or made available to paying guests. Basic hygiene, safety, and service standards must be a priority in the hospitality industry, and unfortunately, Regenta Place The Emerald falls far short in all of these areas. Until significant investment and improvements are made in both the physical condition of the property and the attitude of its management, I would strongly advise avoiding this hotel.
