“very disappointing”
Not satisfied. I booked an apartment and a mini suite at D’Fort, Thangassery for my spouse’s family and friends in connection with my wedding. Before making the booking, my bride had contacted the hotel by phone, and I also personally visited the hotel to enquire about using the hotel pool and rooftop area for photographs, as we would be staying guests. On both occasions, I was given the impression by the staff that guests could use these facilities. However, on the day of our arrival, after we had all checked in after 7 PM, I was informed by the AGM that using the inside areas of the hotel would require an additional payment of ₹5,000, which was later reduced to ₹2,000. This was extremely disappointing, particularly because I had clearly explained my requirements before booking and had specifically enquired about this several times. What disappointed me most was not the charge itself, but the lack of communication and the way the matter was handled. If there was an additional charge or restriction, this should have been clearly communicated to me before I made the booking and not after we had arrived and checked in. My bride had also been given different information when she contacted the hotel. I later tried to speak with the AGM and explain the situation, after confirming the information with my bride, but unfortunately I received no response. I found this approach very unprofessional and dismissive, especially considering that we were paying guests and had made arrangements for our family and friends for such an important occasion. Overall, this experience was disappointing and did not reflect the level of professionalism and hospitality I expected from the hotel. I hope the management takes this feedback seriously and ensures better communication between staff and guests in the future, particularly when guests make specific enquiries before confirming a booking
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