We stayed here at the start and end of our Intrepid tour in November 2013 and were shocked by the way we, and others in our group, were treated. We had booked an extra night before the tour through booking.com and it included airport pickup. We emailed the hotel and arranged the pick up but upon arrival couldn't find the driver with our name anywhere. We had arrived off a plane from Kathmandu with only a handful of other white westerners, so coming out in arrivals with our large backpacks and white skin, we stuck out. We walked up an down the first area looking for someone with our name, and no luck. Then we walked outside where there were more drivers waiting, and still luck. We stuck out enough that a man came up to us with his list asking if we were so and so, but we were not. The email from the hotel basically said not to trust their driver anyway, and to make sure he took us to their hotel and not another one, so after 15 minutes of hanging out in a relatively empty arrivals area (and no working mobile) we finally just hopped into a taxi assuming since I hadn't reconfirmed the day before they likely forgot about us. Upon arriving at the hotel, when we told the manager at the front desk that our driver never showed up - instead of him asking us where we had looked, or how long we had waited - he just argued and said he was there waiting for us and blamed it on us. (We believe the driver was somewhere at the airport - but he was not in arrivals when we came out or he would have seen us and we would have seen him!!) So this wasn't a great introduction to Delhi - a hostile manager who wasn't at all interested in hearing our side or even apologizing that our start to Delhi didn't start off as enjoyable as it could have. When my husband went back out to politely ask about laundry later (not even mentioning the airport, the manager wouldn't let it go and pulled up the computer and showed him the sign with my name on it he had given to the driver - we get that he sent a driver, but he was not where he should have been!) So here we were, first night in India, and we are in our cramped room as it is filling up with smoke from fires being lit in the construction site below our window. We wanted to get out and find a nice place to eat so asked for some recommendations. One of the porter's led us down the street to a loud, dimly red lit bar called Pocket Bar where he shook hands with the owner and left us there. Food was pretty mediocre and we felt as though we had just been taken there so he could pocket some money himself. Back at the hotel the smoke was pretty thick in the room all night and turning on the air con just made it worse so we kept it off. On the positive, showers and hot water were good and bed was comfortable. Upon check out the manager made us pay for the airport transfer we never got but when we complained he said they would cover the airport transfer on the way back. I said, ok that sounds fine and he snarkily said "are you happy now?" (Totally missing the point - it wasn't about the $10 - it was about the argumentative treatment we received and the absolute lack of even acknowledging that there was any chance we were right and the driver wasn't there!)
So fast forward two weeks and our group is back at Hotel Sunstar Heights after staying in amazing hotels (with amazing customer service) and having a wonderful tour - our guide chatted to the manager in the morning to make sure the airport transfer was not a problem and he confirmed they would provide our transfer no problem. Fast forward a few hours later - a different manager was on duty and we went to try to arrange our airport transfer time and he had not been told any of this and started arguing with us. We got our guide to come and talk to him and watched as they full out argued for 20 minutes - the manager calling up the other manager, our guide calling up Intrepid. As it was all in Hindi, we do not know what was said but it was clear at one point he was even calling the driver to try to determine if the driver had been there to pick us up when we arrived. In the end, our Intrepid guide just told us our transfer was covered, but the impression we got was that it was not the hotel that ended up covering it. All of this anguish to your customers for a $10 taxi ride. And at that point, whether or not the driver had been at the airport or not 2 weeks prior shouldn't have mattered - we were promised a return airport transfer and to go back on that and argue about it is exhausting for us and made us feel unwanted and that they had no regard for their customers experience. This was our experience - other people in our group also had their own stories which would be too long to share, but all in all the jist of it was the management did not care about their guests' experience. I would never recommend staying here if you want good treatment and I can't understand why Intrepid would stay there after we heard that they had received other complaints about the hotel as well.
- Official Description (provided by the hotel):
- Hotel Sunstar Heights is a boutique hotel with 15 beautifully designed rooms. The rooms have been designed keeping in mind the ongoing trends and comforts of our clients both international and domestic.The hotel is very centrally located, perfect for both business and leisure travellers situated in the hustle bustle of the most famous market of New Delhi, Karol Bagh. With our team of professionals, we strive to serve you the best of everything. Therefore, our hotel offers it all from hospitable staff to delicious food and immaculate rooms! So come, join us and enjoy the difference in hospitality. ... more less
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