Location/place: Kolkata
Name of company/service: Hotel Aditya International, Digha
We booked 3 rooms for 3 families from the hotel’s nodal office in Kolkata last week and our tour was planned on 29th March, 30th March. At the time of booking we were prmised sea facing rooms and complimentary breakfast for which we have mails from the hotel office. We got a call after 2 days from paying the advance that they will be able to provide only 1 sea facing as locally the hotel has alloted 2 sea facing rooms to flying customers by mistake. However, we agreed and continued with the plan. Unfortunately 1 of the families dropped out because of some unavoidbale circumstances and we had to cancel 1 room’s booking. The hotel auhtority insisted us to pay 1 night charge against cancellation. We paid the same at the time of arrival. Then we were told at the hotel that we will not get complimentary breakfast as they don’t have that policy. When we shown them the mail communication from their nodal office they agreed on providing. In the meantime, their service was horrible and every room service took more than a hour. With children in the family, they went without meals almost every time, as food was never served on time and they did not allow us to get food from outside as well. When complained to their manager, he said ” please co-operate with us as we are understaffed and the crew is very new”. For every complain the same dialogue was given. At the time of checkout we saw they charged us with breakfast when it was agreed at the time of check in that it would be complimentary. When we asked the manager he said that we cannot provide you with complimentary breakfast as we have cancelled the third room. Then when we shown them the mail they removed 1 day’s breakfast charges but they said as per policy we cannot provide you with complimentary breakfast on the day of checkout. We asked them to show us their policy but they could not. They also charged 2% extra as we paid through credit card. This hotel claims to be a star hotel in Digha and charges INR 2200 per night for their basic tariff, hence it is amongst premium hotels in a place like Digha. The staffs are rude and very unfriendly. The question is not about the money but it is about the committments failed every time. Also, how can a hotel run without any written policy but under the Manager’s whims & fancies?
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