The Phoenix Residency

The staff here is incredibly rude and untrained. Especially the person named Nikesh. Other staffs were fine but this one person was very unprofessional. It was an official stay of 14 people in the hotel. In advance we have taken the quotation and told them we will require food bills in individual names which was agreed upon by the hotel before the check in date. After check in date when we asked manual food bill for reimbursement, the staff Mr. Nikesh became irritated and he was started arguing saying that he cannot give us so many manual food bills. We were told that next time onward we are not welcome in the hotel and he will not take our booking. We went on a two days trip to Meghalaya Shillong and we had people from all part of India. The experience was really good and everyone was enjoying until the staff started misbehaving with us. Also when we requested him for a single page print out, Mr. Nikesh took Rs. 50 from us. Also, the food during lunch (ala carte)was not served on the table where we were sitting. He intentionally put the dishes on another empty table and asked us to move to the table where the food is. The dates of our trip was from 16 Apr 26 to 18 Apr 26 and all this incident happened on 18 April 26 afternoon around 11:50 am. Same can be verified from hotel CCTV. Also Mr Nikesh was smelling of alcohol on 18 Apr 26 afternoon. I request the management of Phoenix Residency to take proper action towards the staff as he is totally unfit to work in the service and hospitality sector. This kind of incidents not only spoils the entire travel experience but also impact the reputation of the hotel. Rooms are spacious and clean. Food is decent. Service is decent and behaviour of other staffs like Mr. Pradeep is very good. Initially we dealt with Mr. Pradeep who was very humble and professional in all of his conversations and dealings. And It is because of few unruly and rude staffs like Mr. Nikesh the positive image of a place or a hotel is spoiled.

I had a highly disappointing experience at Phoenix Residency, Shillong. The rooms are extremely substandard for the rates they charge, making the entire stay feel like a scam. The washroom setup is poorly designed—more of an afterthought just to meet basic requirements. The shower placement is impractical and collides with the door, while the washbasin and mirror orientation make no sense at all. To make things worse, the plumbing is completely reversed—hot water comes from the cold tap, and cold water comes from the hot tap. Basic functionality seems to be the least of their concerns. Even something as basic as a ceiling fan is not up to standard. Instead of a proper cooling solution, there’s a wall-mounted fan that barely serves the purpose. To top it all off, the service is shockingly careless. I ordered veg pakora, and they served me chicken pakora instead. This is completely unacceptable, especially for people who have dietary restrictions or religious reasons for avoiding meat. Such a blunder is not just a mistake—it’s reckless and inexcusable. And how did they handle this? Instead of taking accountability, they initially tried to charge me for a room upgrade. It was only after their major food mix-up that they reluctantly upgraded my room—clearly as damage control, not as genuine customer service. For the prices they demand—comparable to a 3-star hotel—the service, amenities, and overall experience are completely unacceptable. I would strongly advise against booking a stay here. There are far better options in Shillong at similar or even lower prices.

1. For same category room, room size & facility vary - there should be some standard 2. In bathroom, bath area should be separated atleast with curtain so that non-bath area don't get wet 3. It seems treatment to MMT is different than direct booking- preference is given to direct booking

location is good . staff behaviour toward guests is nice . The overall experience with this hotel was good.

Food was very below average, rooms and bathroom are neat and tidy, friendly staff

I found the property's location on make my trip, and the food, amenities and services are very good and staff was very supportive. Thank you.

Location is good, food was nice and prepared as per our request. They have all necessary amenities and their service was good. They have 24/7 hot water availability. Parking facility is also easily accessible and available.

Rooms were clean and spacious. They come with a small heater as well.Staff were really friendly. But the wifi was not working due to some issues. And the geyser was not working as well which was extremely inconvenient especially since I was travelling during December month. I called the reception regarding the same and they said it is centralised water heater and hence let the cold water flow out first. Even after buckets of water being thrown out, water was not even lukewarm. If hot water is essential for you, centralised heater does not work efficiently.

It was a great stay. The rooms were fully equipped to counter the extreme cold weather. Rooms were spacious and the food was tasty as well.