I booked the Banquet at Grand Sarovar Premiere, knowing these guys were professionals and like their USP show, has the best food buffet spread in the Western Suburbs. My booking was done by Santosh, the banquet manager 8 months before the Wedding date. I had very categorically mentioned that the groom side is Bengali and the bride side is Gujrati, hence the veg and non veg considerations needed to be there.
So while we were booking the venue, we were told by Santosh that the overall payment, including the decorator needs to be paid at the hotel. We will get the decorator details only post we made the initial payment. So between me and my to be wife, we paid 50,000 INR and then was given the details of the decorator. We mentioned our min headcount and Santosh insisted fitting us in a banquet hall which seemed to have a capacity 20% lesser than our min headcount. We kept arguing on that and finally he agreed to give us a bigger banquet only and only if there are no other functions scheduled that evening. So we settled at that.
About a couple of weeks prior to the wedding day, me and my fiancé went to meet him, Santosh was on a leave so Abhilasha met us. I made a payment of 1 lac 20 thousand, quoting our headcount would increase by 30 pax. I still had some more cash to pay them, upon which Abhilasha mentioned, I can make the payment on the eve of our wedding. Surprisingly though just a couple of days later, I get a call from her saying I need to immediately make a payment of INR 9000, as the finance deptt.needs that asap. Surprised, I asked her, when I have already made payments of 1 lac 75 thousand, why is 9000 needed urgently, she said, the finance deptt needed it, so I have to come and make the payment. Since I had no other choice I went and cleared the payment. In the last meeting with Abhilasha, I had asked her to book a triple occupancy room at Grand Portico, since my to be wife and her family needed a room nearby. I had already spoken to the front desk there and they had agreed about the room availability.
However, when I received the call about the 9K, Abhilasha also mentioned that the triple occupancy rooms are not available anymore. While per my conversation on the day of me checking those rooms with the front desk was clearly them being available and also having made the request to Abhilasha the same day, it seemed to have skipped from her to dos to book it the same day. So a couple of days later, when she realised she had to book one room for me, she tried doing that, however it was too late and the rooms were blocked. A total callous attitude for a 5 star hotel staff...
On the day of my wedding, while I made all the arrangements to give Grand Sarovar Premiere with all the information they needed, including whom to get in touch with as an alternative person in charge and to put mine and my wife's names on the welcome board, none was done. I got a call from Santosh saying I was allotted the bigger banquet, never was I told that my wedding was to happen in the smaller hall and the dinner was arranged at the bigger one. So here are the list of things which never got arranged:
No sign board stating the name of the bride and the groom, even when there was no other banquet happening in that building.
Even post request by me, no sign board saying where the dinner is served
Guests were not given water even till I screamed at the banquet guys at 7 pm.
Tea/coffee arrangements were never explained to my guests
Changing room, was told to me it has bathroom, however it wasn't there
Guests weren't served refreshments, which was cold drinks; till 7 pm, that too post me screaming at the banquet guys to do that.
Dinner timings were never mentioned.
I had very categorically mentioned to Santosh that there has to a be bifurcation between veg and non veg food served, which was not followed at all, everything was served on one table.
Worst bit and I will file a case on this, my veg guests were not told which starter was veg and which was non veg. A few of my veg guests ended up eating non veg starters, even after asking the waiter what it was and was told its veg.
Thanks Grand Sarovar for spoiling my wedding so royally. This is just the start of putting my experience in social media. I will follow it through facebook, twitter and all other social, print media to let the world know how pathetically your management spoilt my wedding.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Dear Dhruba Bakshi,
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Thank you for the time that you have taken in putting up a feedback of your event at our banquet hall.
As much as we believe that guest feedback is an important ingredient of our success story and have taken corrective measures, where we felt that a guest did indeed have a genuine inconvenience, in your situation we would like to express our disagreement on most of your points.
You first visited our property in the month of March 2013 and the booking was done by Abhilasha for Magnolia (our 1st floor banquet hall which is of 2500 sq feet with a pre function area of 800 sq feet), where you booked it for 120 pax, we took an advance for the same. You also wanted the decorators name and number, which was also given to you.
Your second visit to our property was by your fiancé and her parents in the month of September and Santosh showed the 1st floor hall again and was clearly mentioned that the function would be inside and the buffet dinner would be laid outside the hall in the pre function area.
Your third visit was in October, and you had met Abhilasha and you paid the balance amount and increased the minimum guarantee to 150 pax, where you asked for extra hall to lay down the buffet. The same was not guaranteed by her, as we do not give 2 halls for 150 pax. The same day you wanted to see a room at the Portico property as you wanted a room for stay and one extra wash and change room at the banquet venue, it was clearly told by Santosh that the changing room at the banquet hall did not have a wash room but just a wash basin. (Both Santosh and Abhilasha have been working with us for more than 4 years, there is no way that they can commit the changing room at the banquet hall had a bathroom).
Since there was some amount balance which you had to pay, as a procedure Abhilasha had sent a mail to you indicating the balance amount, which you agreed to come and pay when you were coming for the food tasting.
On the 4th visit to the property when you came to discuss the menu again, you asked for additional hall claiming that the count could increase to 180 pax, on which Santosh had agreed to give the lobby level hall (Mimosa which is 1500 sq feet hall) to place the buffet dinner. You had asked for Jain food also which was kept separate from the main buffet, the other buffet was laid down like we lay it down and the same was also shown to the co-ordinator. We always keep the non-vegetarian with a large signage and red sticker on the buffet tag as per the norms being laid, also when the discussion was being done for the menu, Santosh had very clearly mentioned when you selected the mutton samosa, as we know from experience that people can get confused as it is covered, but you insisted on the same, and being Bengali you wanted sea food which was also added at no extra cost.
The 5th visit to the hotel nearly did not happen to finalise on the menu tasting, which you cancelled at the last moment, i.e. at 2:30 pm and only agreed to come when you were told that we have kept the food ready for you and you came in at 3:00 pm to taste the food.
As was clearly committed and agreed upon for which we also have clear proposals also been sent and also where the decorator also was informed to decorate the hall, there is no way we could make a mistake on the hall and the hall where the food was laid down was the smaller hall.
The day of the function, the mocktail service was started at 5:45 pm and all decisions were done in liaison with the coordinator who was appointed by you. We keep water in the pre-function area of the banquet hall, which is done for all functions other than corporate events where its kept on each table.
On the last day you requested for tea service, but when the price for the tea was informed, you got it arranged by an outside vendor, though we do not agree on this normally, since you did not want to spend more money, we allowed it as a special case. And the same was being coordinated by your representative of who were the guest who were to be served tea.
There was signboards kept at the lobby stating about the wedding and signage kept on the 1st floor saying that dinner is at the lobby level.
Timing for dinner is clearly mentioned in our communication and after our discussion, if there were any changes to be done, it was never mentioned, nor was it communicated to us by your coordinator.
As have mentioned above, the Jain buffet counter was kept separate in the pre function area of the dinner hall and the other food was kept separately as was agreed upon and indicated to the coordinator.
Our waiters carry trays with starters and they inform guest who asks if any food is vegetarian or non vegetarian, and whoever asked for the same was informed by the waiter. In this case your coordinator asked us to place starters on all tables, which was done as was instructed.
The numbers that was guaranteed by you, did not come and there was less than 100 people who came for your event, which is no fault of our hotel.
Santosh from the hotel was there throughout the event and also met you at the end of the event to check with you your satisfaction and to wish you for your wedding, but you did not mention anything during that time and told him everything was fine.
Lastly we believe that we are here because of our guest and we are ever grateful to the support, through not just patronage, but through suggestions and feedback that we have received over the years. And our property being rated highly on Tripadvisor, with more than 89% guest rating us excellent or very good and being positioned at #37 among 400 hotels in the city of Mumbai is testament of the fact that we are a good and well recognized hotel.
Should you feel we can be of any assistance to you in the future, please do not hesitate to contact us and we would be glad to be at your service.
Grand Sarovar Premiere
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.