“A very disappointing check-in experience”
There is a manager called Mr. Ajay. He was very solution oriented. Mr. Shakti from the restaurant was very pleasant as well. The check-in process was a real nightmare and took us 3 hours to resolve. We had booked and paid for a room with a private pool and sea view, but upon arrival, we were initially given a room right next to the reception area — a significant downgrade from what we had booked. When we refused to accept that room, we were offered another room, which was also a downgrade from what we had paid for. We rejected that as well. We were then told that the room we had actually booked was unavailable and that there was nothing they could do. At that point, we asked for a refund so that we could leave and find alternative accommodation. Unfortunately, no one seemed willing to take responsibility or provide a solution. After 3 hours, Mr. Ajay was called in from elsewhere, and he ultimately resolved the situation. He not only took responsibility for sorting out the problem, but also made things right by getting us checked into the room we had originally booked and paid for, and also offered us a complimentary massage. We appreciated Mr. Ajay’s intervention and the way he handled the situation once he became involved. However, the fact that we had to spend 3 hours dealing with this was extremely frustrating and completely unnecessary. What was even more concerning was that had also read a review that other guests experienced a similar issues with their room allocations, which makes this seem less like an isolated incident. If you are staying here, I strongly recommend double-checking your room allocation at check-in and making sure that the room you receive matches exactly what you booked and paid for
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