This was one of the most appalling hotel experiences I’ve ever endured. My family – including a young child and elderly relative – were left stranded late at night with no care, empathy, or support.
We arrived at 12:00pm and were told our rooms would be ready shortly. The manager, Munish, confirmed both bookings and accepted we’d return at 11:00pm after a family event. I asked to leave our bags but was told there was nowhere to store them. We had to use our car to store them, luckily we arrived by car.
When we returned at 11:23pm (after a family event), exhausted, we were told no rooms were available. This, despite confirmed bookings and earlier in-person assurance. No assistance – just cold dismissal.
To make matters worse, a staff member, Jag, was just laughing (I was absolutely gobsmacked). When challenged, he admitted laughing but excused it as unrelated. Another staff member, Muhammad, also laughed. It was clear our stressful situation that they've caused wasn’t taken seriously.
Over an hour later, rooms “suddenly” became available. During check-in, I was handed a sign-in sheet showing another guest’s full personal details – a serious GDPR breach. The room we got was filthy, with mould in the bathroom and a hole in the door.
You failed on every level – hospitality, professionalism, hygiene, data protection, and basic human decency. The emotional toll this caused my family was immense, and we were treated with shocking disregard in a moment of real vulnerability.