Location/place: Delhi
Name of company/service: Business
I got a booking done at Hotel Fariyas Lonawala through their Delhi office through Shivani Adhikari.
I Checked in the hotel on 8th May late evening with my wife and child at around 10:45 PM and was offered a Room.
Since we didn’t like the room, i requested for an upgrade. I was informed that since no room in better category was available at that time, we shall be given an option in the morning.
In the morning after breakfast, we saw the room options and opted for Premium Suite.
We were informed that since room was under cleaning, the same shall be offered in some time. We subsequently went back to our original room.
In the afternoon, we went to the water park and left the keys with the reception and asked them to get all material/ Luggage shifted to the new room. When we came back to our new room, I found my watch was missing in the new Room. I was wearing a Rado make Jublie model with 4 diamonds.
I immediately informed the reception (a lady by the name of Miss Amita). She subsequently assured me that she will check the previous room and also with the security & House Keeping and come back.
NOW THE CHASE STARTED
The session of assurances started.
While she was checking with the security team, i joined her and was informed that they couldn’t find the watch. I asked her to check the CCTV Footage immediately and she said she will come back. I again checked up with her in some time and i was informed that Security people were checking and this session kept on going on and she kept on assuring. I then told her that i wanted to check the CCTV Footage with the team. She took me to some Mr. Sameer and we saw the complete footage pertaining to us From the time I arrived to the time I went to water park and came back. After seeing all series of events , he accepted and apologised and confirmed that it was a lapse at hotels part and the footage confirmed the same and will look into it. He subsequently also confirmed that 4 people had come to my room the day we shifted.
He assured me that he will find it and revert.
From that time I kept on checking and everyone kept on assuring that it is hotels headache now and they will revert but no one did.
It was clear that no one was taking it seriously. On showing my strong concern when no one responded, I was introduced to some Mr. Rajinder Jain.
The man again apologised and assured that he had taken the stock of situation and was almost near to cracking the thief and the same will be returned to me within the same day and asked me to relax.
I kept on checking with him and he kept on assuring. In the late evening he informed that he is still finding and his GM feels it fit to take up the issue in the morning to which i got furious. He assured me again that he will come back after checking in some time. When no call was recd., i called back and was informed that he left for the day. I took his mobile and messaged him but had no reply.
Next day morning, I again messaged Mr. Jain and asked him the status and he replied that he will be coming to me. After lot of chase, I went and met the GM, Mr. Jagar Thakur.
Culture follows from Top to Bottom. This was clear with Jagar Thakurs approach. Pass the buck, assure and that’s what he has been taught to do.
Mr. Thakur, smart enough to divert the topic and shed responsibility and that is what he typically did. He desired though hotel was responsible, I should lodge an FIR for faster action. This will help him arrive at the correct conclusion. He introduced me to another Mr. Nasir and the stories kept on hanging.
I exactly followed Mr. Thakurs advice and the result????
Worst was still to happen
I have been calling Mr. Thakur but he didn’t respond. I sent him an SMS with copy to Mr. Nasir on 17th May hoping for a reply but didn’t have any reply.
What worse could someone expect.
Do you go to a 5 star on a holiday simply to experience such headaches.
It was my mistake to have chosen FARIYAS
Leave a Reply