Waseem197
2025年8月28日
After I made booking via trip.com for 8 nights, I sent a request to hotel for two single beds instead of one king double bed in my room and also my room to be facing the river, not the back alley of the hotel. I did not receive any response/reply from the hotel until I arrived at the hotel for check-in. The staff at the check-in desk (Ms. Kalyani) told me that there is no room with two single beds available and the only rooms available are with one king size double bed + the room is facing back alley. She said the rooms facing river will cost more as they are premium rooms and if I want I will have to pay GBP35.00 more per night for 8 nights. She kept insisting that hotel staff replied to me via email/call or message that there is no room with two single beds available and facing river side. I told her several times that I have not received any message or call or email from anyone regarding this. She kept arguing and she was joined by more staff who also kept arguing. I told her that it is not acceptable that after I have made the full payment in advance, now you are telling me that you cannot give me a nice room. If I cancel at the day or check-in at hotel, I loose a significant amount of money. So, I am left with no choice but to accept whatever room is offered to me. After an hour of unreasonable arguments by the hotel staff (mainly Ms. Kalyani), I was shown a decent room facing river with a king size double bed. I specifically requested for two single beds but I was left with no choice but accept it because of the full payment in advance. This is something which trip.com and the hotel management must look into. Because if your hotel has made an agreement with trip.com to accept guests coming via trip.com, then it is the hotel's responsibility to make sure that guests requests are replied/responded on time. You cannot simply blame it on guests and ask them to check with trip.com. You are accepting bookings via several online booking agents including trip.com. It is your responsibility to check and confirm to guests any requests coming through online booking agents. Simply pushing it on guests and asking them to check with trip.com is not acceptable and this must change. In the end, Ms Kalyani (the staff at the check-in counter) stopped arguing and trying to prove her point that they are right. I have stayed in this hotel before for 4 nights and it was a good experience but this time it was not good. Although, Ms Kalyani tried to compensate me with a free breakfast voucher for two, for one day, it was not a good experience overall. The staff on the front desk in day shift and night shift are mostly very arrogant and ill mannered. They are probably paid low wages and no training provided to them to smile and be polite to guests. Mostly the flat face and rude replies with arrogance. I think the hotel management must look into replacing the Managers in day shift and night shift and also the should consider hiring people with good attitude and provide them proper training. This is not a good hotel to stay for long term, I will not recommend to anyone to stay in this hotel more than one day.
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