Mountain Retreat - A Hill Country Resort

NOT SO GOOD THINGS ABOUT THE PLACE : - Staff warmth : Guests go all the way driving from far and wide to a Hill Station resort to feel welcome and loved and well taken care of. However that was sorely missing here from the team, except for a few. Shankar in the restaurant service was particularly good. The rest of the team were just doing their jobs and somehow does not seem to be enjoying it. The Food service staff, the housekeeping team, the bell boys, front office team, the manager were all looking a bit lost and sad; maybe need a bit of motivation from the management. THINGS WHICH DEFINITELY NEEDS TO IMPROVE : - Jaded room interiors a) Bathroom vanity counter : always wet and messy Black plastic tray looks cheap. b) Bathroom floor : wet, slippery and risky for kids and elderly c) We did not get hand towels , moisturizer ; stayed for 3 night in 2 rooms d) Leaky and hard taps : both in the bathroom and pantry e) No dish wash soap in the pantry f) Telephones : Not always picked up by the room service and reception; messages getting missed out. g) Asked for an extra blanket and bedsheet; bedsheet was refused h) No night lamp in the room; have to leave the bathroom door open with the exhaust fan running through the night i) Windows have only heavy curtains and no sheer curtains; Net result : zero privacy j) Drinking water does not get replaced regularly k) Need two people to pour fresh water in the tacky kettle l) TV channels : Reception does not have a clue which channels come m) Refused iron box; hotel does not have as per the F/office k) Bed sheets were not very clean n) Kids age limit for charges : Policy was not transparent o) Basic service like providing a help for carwash not available p) Hardly any facilities or play area for kids q) Evening Bonfire : was boring. no music or hotel staff r) No guest relations person; s) Extremely rude transport person and driver arranged by the hotel. Great property; but needs to be looked at

After looking into photos of property we booked the property but rooms for Deluxe are not up to the mark. Deluxe rooms do not proper ventilation and view. Booked for two female only, still they gave us last room of the property. We requested them twice to change our room but they did not bother to care about it. After that next morning we had harsh conversation with them but they were not ready to understand and not ready to change our room. They had empty rooms still they were not ready to upgrade it. At one point we were ready to pay them to upgrade our room but they were not ready to listen us. Reception staff is very stubborn. Food : They have very limited menu for Morning Breakfast. They hardly serve 4/5 hot food items and serve only one fruit and that is Papaya. Ooty has wide variety of exotic fruits still all three days they served us papaya only. We paid more than 25k for three nights but its not worth. Housekeeping staff is good and Restuarant staff is also helpful.. but we talk about overall management then they need to improve a lot.. They should show some empathy towards tourists ..