- AC did not work sufficiently at night, and my complaint took from 2.30am - 5 am to resolve
- Hotel staff took from 2.5 hours to allot me a different room, upon complaining
- The AC in the new room was slightly better, at least I could sleep, but was still nowhere close to the strength of ACs in hotels half the cost. Your basic OYO room or household AC will be freezing cold at 16 degrees but here you could barely feel it.
- They spent most of the 2 sleepless hours arguing defensively that "this is what 16 degrees feels like", "can't u feel the cold breeze?", "we have no other rooms available". They would also periodically disappear saying they would check and call back, and mysteriously forget that I was waiting for a call-back.
- Another room faced an AC issue, and they were quick to tell me that that was that customers own fault
- There was no offer of a refund, discount or anything. In fact, after finally changing my room at 5 am they told me proudly that the new room is an "upgrade" for me.
- Given the cost of INR4500 per night, I expected that the first response of the staff would be to ensure I had a comfortable stay, and not to prioritize defending their AC vehemently. If the staff had quickly/promptly changed my room, or provided a discount or even acknowledged that the AC issue was real --> I would have probably left a more neutral review. I think the management probably needs to upgrade staff training protocol to be more customer-centric and definitely upgrade their AC system, which would make the place worth the money. The policy could also include how to compensate customers for an uncomfortable and sleepless night's stay.
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