Apr 16, 2011 09:27 AM
9665 Views
I have been member of Club Mahindra for several years now. I have visited several resorts such as Munnar, Manali, Yercaud, Kodai etc. So when I booked 1BR room in Coorg resort I thought I knew what to expect. I stayed in the resort during the long weekend of Apr 1st. The resort is pretty big and has good amenities. However throughout our stay we were shocked by the poor service we got from the staff at this resort. I would rate service at this resort lowest amongst all CHM properties I have visited so far. Some of the key experiences are listed below:
In all the resorts, housekeeping will ensure that they will arrange sofa-cum-bed by 7/8pm in the evening. In this resort except for 1st evening, this was not done by the staff. It took endless phone calls and hourlong wait(at 9.30pm) to get this resolved. No one ever apologized for this.
We were given a access card which didn't work. As a result we were locked out of the room. We had to wait for 30mins before someone showed up. Shocking thing was that the replacement card failed to work after 24 hours and we had to once again wait outside the room for an hour for replacement. Once again no apologies from anyone in the staff for make us wait like this at 9pm.
Breakfast buffet was a scene of total chaos. Everyone was trying to grab whatever they could since from plates to cups everything was in short supply and staff was unable to manage the situation. In fact when I talked to few of them it seemed to me that whenever resort is full they always run the show like this. I am amazed how they can charge exorbitant rates for buffet when service is so poor. While breakfast was disappointing, dinner was no different. The choice of items - both Veg/Non-veg was disappointing. Once again staff showed least interest in listening to feedback from guests. We had issues with the refrigerator in the room and that issue also took long time to resolve.
At the time of checkout, I was not asked to give any feedback(at other resorts they always ask you to do so). This shows a clear pattern of arrogance on the part of staff there. They simply don't care for your experience because there are 100s of people flocking the resort from megacities like Bangalore anyway. After we returned to Bangalore, I gave a critical review regarding my experience to CHM(via online survey you get via email). Till date no one from CHM - either at the resort or corporate office has tried to get in touch with me. In the past when I had given negative feedback regarding food at Munnar, at-least someone had contacted me to get more details. It seems like CHM is degrading day by day and while they are busy signing up new members, service for existing members continues to degrade. I am amazed how such a pathetic resort can be rated as "Gold Crown resort". I will never recommend this resort to my friends!
