Su S.
Google
The Lalit has been our Kolkata hotel of choice for the past decades because of their amazing hospitality, however, this time we were really surprised at the service downgrade in the Front Office department. We were given a lower category room than what we booked (luckily the type of room was printed in the registration form). Only after we asked about this did the front office night manager give the reasoning that because the hotel was fully booked they had to do this. So we were downgraded with no recourse, but since it was past midnight, we thought to take it up with front office manager in the morning.
Now for the part of our HORRENDOUS experience, the Front Office Manager, this gentleman was not even willing to listen to, or to look at the documents. His position was that as a Guest, we cannot understand what happened. After showing him the photograph of the reservation form & registration form, he started flailing and shouting in an even higher tone. Luckily, the acting Hotel manager. Mr Sunayan was there to clear this issue with all the grace and hospitality that the Lalit Grant Eastern has always been known for. If it was not for Mr. Sunayan and the amazing staff at the Lalit, I think our trip would have been ruined. If the Hotel would like the name of the front office manager, please do let me know.
As for Mr. Sunayan, no words can express the relief of sanity and level of service he provided. The Executive Sous Chef, Mr Krishan Chaddha, made sure our FNB experience was amazing.
With the history I have shared with the Lalit, it would have been a sad ending if not for the service recovery by Mr Sunayan and his team. Thank you.
I have deducted one star from Service, for the attitude of your front office manager.
