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MouthShut Score

71%
3.54 

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Double booked and left stranded
Oct 14, 2012 10:04 PM 9988 Views (via Mobile)
(Updated Oct 14, 2012 10:04 PM)

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My wife and I made a reservation for a room at the resort through a travel agent. The room was confirmed as booked for us by both the hotel and agent. However, when we arrived to the hotel after a 4 hour drive, we found out that this was cancelled at the very last minute due to the MD’s son’s wedding and priority was given to the wedding guests. This is by far the most ridiculous reason we have encountered. As a foreign tourist to India, this gives us a bad impression of Cherai Beach Resort in comparison to other hotels locally and around the world, because it appears that they are not operating a business but something that they can open and close at their own will.


The staff at the reception desk advised us that the room was not in fact booked under our name/agent’s, and blamed the travel agent for not confirming the booking when he was advised of the function being held on the same day. We were surprised and quickly contacted the agent questioning him of this at the hotel, and he told us that only the room type was changed and no cancellations were made by him. Cherai Beach Resort handled the situation very poorly and we were disgusted by the way the staff treated us. They did not have the courtesy to offer water or drink and directed us to a toilet that was dirty and still under construction.


The hotel is advertised as a 3.5 star but the service and hospitality we encountered was certainly not up to the 3-3.5 star rating and using the MD’s son’s wedding as an reason to refuse guests is utterly ridiculous. People travel far and pay money to come and enjoy what the hotel boast themselves over, however failed to deliver when their booking system and communication systems failed. In this day and age, we believe that this is not acceptable.


(Disappointed, we had to make the 4 hour trip back to the city and book another hotel room!)


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