I seldom write negative reviews for any hotel, unless the management refuses to sort out the issue during my stay. This would be a comprehensive review, so you can take the right decision before booking this hotel. For those who do not intend to go through all the minute details, my suggestion would be, book this hotel if you are ONLY doing a GROUP booking.
Being our 7th Marriage Anniversary, we were excited to spend the weekend all by ourselves away from the hustle and bustle of Lonavala. So went ahead and booked this hotel, as it’s far from the crowded places in Lonavala. Booked it through hotels.com for $110 with breakfast included.
Location wise it’s around 10 Mins drive to Lonavala city center and 5 Mins drive from the Lonavala exit of Mumbai-Pune express way. Nearest attractions would be tiger valley which is 5 Mins by walk.
Rooms are pretty mediocre and does not just the premium cost and they lack in upkeep. The corridor towards the rooms were filthy with mud stains all over on the floor. All rooms have two separate queen size beds, so if you wish to sleep with your better half, you will have to either join them and have an excruciating back ache or sleep separately.
Check in process was OK, no smiles on their faces and they thought of doing a favor by letting us stay.
So let me being with the issues i faced with the hotel management and why I gave them a terrible rating. Post check-in, we went to their “Duchess Restaurant” for having lunch, their captain seated us and handed us the menu card, by 10 Mins he returned and said, “Sir we can’t serve you a-la carte, as we only have Buffet today”. I was a bit taken back and asked him then why did you gave us the menu card, to which he did not have any answer. So we being good humans, I asked him which other restaurant I can have lunch at your hotel (So called 5*), he told me a-la carte lunch will be severed at “Panorama Café”.
So we went there and to my surprise, the waiter/captain denied us to enter the restaurant stating we have group reservation and no one is allowed to have food here and you can only opt for room service. I was pretty upset by his response and decided to take it up with their management and went towards the reception, explained the situation to front staff, he apologies and assured lunch will be served to you at “Panaroma Café”, so went there and were seated in the restaurant. To my surprise, no one came to take our order for 20 mins even after we asked them for menu card thrice.
That’s when I lost it and again went to the reception and asked them to call their Manager on Duty, he comes up and asks what the issue. I thought by this time he should know what that the issue is from his directs being in hospitality industry. I had to reiterate him the problem, for which his response was “I am sorry for the behavior from our staff, you should understand they are locals”, I responded back asking what are you rating your hotel? to which he couldn’t respond back. By this time me and my wife had already decided to eat out and just left the hotel to eat out.
To sum it up, if your hotel is charging the premium rates, then deliver it or at least try or even better, change your management.
Will I stay here again or would recommend? HECK NO, it’s just a waste of your money and your precious moments.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Report response as inappropriate
Thank you for choosing to patronize The Dukes Retreat and taking time out to share your experience.
We have gone through the feedback and are quite concerned about the deficiencies experienced. We have investigated the instances shared by you and have ascertained with the staff and managers who interacted with you on the feedback shared by you. Based on this understanding, whilst the feedback might not reflect the complete picture, there certainly were deficiencies in the experience While it is our endeavor to provide all our discerning guests with a memorable experience, this is quite clearly an instance wherein there was ample scope for improvement. We are certainly looking into each of the instances pointed out and wanted to assure you that appropriate corrective measures are being taken.
We would request you to consider this to be an aberration and not let this deficient experience color your judgement of the services and facilities provided. We request you to give us another opportunity and assure you of a better experience. Please do not hesitate to contact the undersigned at firstname.lastname@example.org for any assistance.
We sincerely do request your continued patronage and assure you of a better experience.
On behalf of the ladies and gentlemen of The Dukes Retreat
Peter J. Pulliattu
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.