Was planning a trip to Darjeeling and a colleague recommended the Elgin. "Old British property with loads of character. I know the management and will get you a discount as well". I was hooked. For around Rs. 21,000, I was reserved in a suite for 3 nights.
Problem-1: The hotel wanted a 100% advance. I thought that happens only in Russia. And this is the off-peak season in Darjeeling. Ah well. "Do you have an online payment gateway?" No. "Can I give you my credit card number as guarantee?" No. Only option - send a cheque!
Problem-2: The hotel's sales office is in Calcutta and I live in Bombay. "No problem," said the sales manager, a lady named Madhumita. "We have an office in Bombay, and they will pick up the cheque from your home or office. This is their phone number." So far so good.
The phone number is a cell number. The person using that number turns out to be the son of the owner who appears to have retired to Bombay! The hotel has no sales office in Bombay - the son of the owner will pick up the cheque!
The SOO (Son of Owner) sounds very pleasant on the phone, but is extremely surprised as to how I knew about the Elgin despite being a Bombay resident. He also requests me to mail the cheque to him "as my driver unfortunately cannot visit your place".
Oh well! I write out a cheque for the full amount and despatch it by courier. 4 days pass, no response. My wife calls the SOO - no response. She calls Calcutta and speaks to the sales manager. In a manner that would do Basil Fawlty proud, she ticks of my wife telling her that (a) she has not received the cheque, and (b) it is not her business to follow up for payments.
A shell shocked wife checks with the courier for delivery status - and discovers that the envelope has been received by the SOO's building security. The envelope has been resting in the SOO's mail box for 3 days.
We try the SOO again - and get through this time. He is very apologetic, runs down and comes back to confirm that he has got the cheque. I complain about the manager's rude behaviour. He apologises and states that he is sending the cheque to Calcutta.
2 hours later, an email comes from Madhumita stating, amongst other things that "I had a misunderstanding with your wife" and "I will issue the receipt when I receive the cheque in Calcutta". Ah well, let bygones be bygones.
Two days later, my wife receives a call at work on her cell phone. It is Madhumita, breathing fire and brimstone. "I asked for a local cheque. You have sent me an outstation cheque. This is cheating!". And on and on and on.
That evening, we call the SOO to complain against the sales manager's conduct. "I am sorry," he says, "but she can be rather stern."
We finally do the inevitable - tell the SOO to cancel the reservation request. We finally book at another hotel in Darjeeling, where our custom is treated with more respect!
Owners of the Elgin, please wake up! Another reviewer has commented that "the staff are unhappy". Even without staying there, I can believe it!
