Very disappointed ***PURPLE MEMBER *** escalation. Review on Club Mahindra

Im a club mahindra purple member for close to two years, I must admit that on some occasions the holidays experience will leave you mesmerized and on some occasions will leave you extremely disappointed.

I have had the amazing experience in Coorg and Lonavala and some horrible moments/nightmares in Kerala and my worst experience in Bangkok recently.

Firstly this was my first international holiday and I must have called the customer care over 100 times to confirm and provide all the necessary details of the resort. To my shock the customer care in India had till the date of my travel not provided any details since they did not have the same available with them. They had the same details as was provided on the website.

Secondly immediately after the booking I called up over 10 times requesting for arrangements i.e. Visa assistance and pick up from the airport since the destination was unknown. After over 10 emails and over 20 calls the details were provided to me just 2 days prior to my travel and were still not complete. The customer care informed me that they need further one week i.e. 4-5 working days to process the request which left me with no options but to make arrangements on my own.

so the start to the holiday is on the wrong foot. To make matters worse the customer care and even Head customer service email ids don't bother responding to your emails. Once you sign up and pay them the hefty chunk of your money they least care and are only busy to procure new customers.

I have still date not received a single mail from customer care even apologising the inconvenience caused. On the contrary the customer care team would send you emails requesting feedback  on unresolved queries the links to which never work.

Anyways coming back to my holiday experience now. Despite repeated request the customer care failed to provide me with the location map of the resort "Mac Boutique" shockingly the customer care team in India don't even have one.

Somehow after arranging the transports on our own we managed to reach the resort. The resort is one of the most poorly managed resorts I have been to in the club mahindra managed property.

This property is now managed and owned by Club Mahindra. The resort manager is Mr Trilok who was also the manager in Lonavala. We was of course very helpful as always and so was his staff.

However we were extremely disappointed by the following things at the resort -

1) Location - The resort is in located in the middle of the busiest RED LIGHT AREAS in Bangkok.

This by any sense not a place for families to visit.

2) The resort needs a massive upgrade. The furniture in the rooms are all dated and mostly broken.

None of the wooden furniture is new. Most of them are over 10 years old and in very bad shape.

3) This is not a "RESORT" which club mahindra is fondly know for all other properties in India. Its a very cheap 2-2.5* hotel.

4) There is no swimming pool, Gym or even Spa in the hotel.

5) The access charges of THB 280 per night is an absolute extortion to the club mahindra members.

Club Mahindra members are further charged THB 250+taxes/head for breakfast. So that leaves a club mahindra member with a daily charge of over 30$ per day+ thier they are also charged the nights from their regular inventory which works out to a total cost of over 9K/night.

This hotel is available in Agoda for under 40$ per night with BF included for 2. Which leaves us with complete disappointment of being a club mahindra member.

6) The most basic amenities in the room are missing. There was no writing pad and paper. When requested for one I was given 2 pages and a pencil and the same was taken away by the house keeping staff late in the evening.

7) They just give you 2 tiny soap packs in the bathroom and never bother to replace them daily. Which was pathetic. The towels that were provided were also very poorly managed and in some cases torn.

Im extremely disappointed by this holiday experience and have now lost most of the trust in the club mahindra brand for the following reasons -

1) Zero customer care attitude - none of my emails /complains have been addressed or even responded back.

2) Despite several request and prior notice of the date of travels and also about details of the resorts I was never been provided with any help or support from club mahindra.

3) Do your staff even look at the properties before opening them up for members. This property is right in the middle of the red light district of Bangkok. Do you think its a place suitable for families to visit?

4) I have a 23 year membership pending can you now provide me with the buy back or resale price of the same. your sales guys call up very 2 weeks asking me to upgrade or buy new membership. But do your customer care team bother to attend the complains or requirements of the existing members who have with blind faith invested over 6L at one shot and your team don't even bother to ensure they are provided with good service.

My member id is 2164771.

Hope this post reaches the right audience at club mahindra.