Dec 04, 2006 01:57 PM
3306 Views
I was rather shocked at the apalling way in which Leela Hotel in Mumbai near Sahar Airport handles incoming calls. Yesterday (3rd Dec 06) I made calls after calls to Leela only to be transferred to Reception that would never pick up the phone. It was almost like dealing with Indian Airlines or MTNL in the nineties. I wanted to leave a message for a guest who was to check in later in the night about a breakfast meeting the next day. Finally after 15 unsuccessful attempts I requested the operator to stay on the line till someone picked up the phone at reception. She managed to pass on the call to Ms. Rashmi who was the Duty Manager at that time. Rashmi got me through to someone at reception who took down the message and passed it on incorrectly to the guest finally!!!
And the worst part is that the staff including the Duty Manager are behaving more and more like IA / MTNL of old when I insisted on wishing to speak to Capt Nair.
"Please write your comment in the book"
"Please send a mail to dutymanager.mumbai@leela.com"
" We can't give you Capt Nair's mail id. Try calling Leela and speak to his secretary"
With a slew of 5 Star properties like Grand Maratha, Hyatt, Intercon and Le Meridien around I wonder how Leela will be able to survive with this sloppy service on the basics.
And I am wondering why I am getting all worked up about this. Perhaps the best thing to do is not to let Capt Nair know what's wrong with his place and let them wither away.
