We booked this hotel after reading all the reviews in trip advisor about this hotel and more than a dozen other hotels in Matheran. It took a week for us to finalize the hotel after thorough analysis of all the reviews. The thing attracted me was the professional approach I observed in their call centre staff and hotel reception staff while talking over phone. Impressed with that, I booked a "Regent Deluxe" room for my family comprising my spouse and 5 year old child. Ours was a family holiday for 2 nights just to have a break from the hustle bustle of Mumbai. We reached Matheran by toy train from Neral and checked in to the hotel at about 12.30 PM. The reception staff was frank enough to tell that the hot water shall be available only for 2 hours in the morning. All good perceptions about the hotel started collapsing from there. This was not mentioned in their web site as well as the other reviews I read in trip advisor. Then they shown the hotel room #101, a regent deluxe one in the ground floor reserved for us in the hotel. It was near the kerala ayurvedic massage room adjacent to swimming pool. We saw the room but it was awkwardly oriented. This kind of a room we never came across so far in any part of the world we travelled. Room ambience was good, furnishing was neat and clean and it was spacious. Bath room was commendably clean and spacious with all modern amenities like in a luxury hotel. But the surprising thing was that the room was not having a single cup board or mirror. Only when you enter the bathroom, you will see a spacious cup board and mirror, which was not at all appealing with my spouse since it was tad inconvenient to go to toilet every time when you want to take something from your travel bag. Moreover one cannot change his dress or get ready when someone else is in the toilet. We asked hotel for a change of room but they conveyed that all the ground floor regent deluxe rooms were like that only. They shown one room in the first floor but when I went there to see the room, I was greeted by a group of rampaging monkeys. It was afternoon time and I saw most of the first floor rooms balconies were occupied with menacing monkeys who were playing with the clothes guest might have kept for drying in the balcony. So, we were forced to accept the same room #101 since there was no other way as we paid the whole charges in advance. We had lunch in the restaurant which was having a good ambience and the food was very tasty and delicious. Serving staff were very courteous and were delivering Gujarati vegetarian delicacies patiently as and when we ask for something. In fact restaurant and food was the only thing that impressed us in this hotel cent percent.
We took rest in the room and planned to go for outing in the evening. But unfortunately our child developed cough and fever in the night and our entire plan went spoilsport. In the evening we tried to get medicine but, believe us, the common medicines prescribed by Mumbai doctors were not at all available in the 3-4 odd small medical shops in Matheran. We were quite shocked to find that the town does not have a well equipped medical shop. Also most shops close by 7-8 PM. Finally I had to settle with some alternative medicine suggested by one medical shop keeper. For the whole night we did not sleep properly because our child was unwell and continuously coughing. Also, there was sound coming from the adjacent party area of hotel till midnight. There was a buffet dinner followed by Housie arranged by the hotel near the swimming pool but we could not enjoy the same. On the next day morning we decided to cut short our trip and go back to Mumbai as soon as possible since our child’s condition was not improving. After break fast I conveyed this to the reception detailing my child’s illness but they responded in such a way that it was not their fault that we could not continue stay in the hotel. They flatly refused to refund any amount for the unused day. I desperately told them to consider it on humanitarian grounds as an exceptional case but they did not pay heed to it. I also talked with their professional face- call centre in Mumbai but the very same customer service agent Ms. Shagufta who impressed me while doing my booking sang a different tune. She politely refused to provide any refund for the balance day which was yet to be commenced stating that it was against their “Policy”. On my request on whether they have policy prevailing over humanity she simply told “sorry”. I stood in the reception for around 20 minutes waiting for a positive response. It was around 11 am and so many tourists were coming to the reception enquiring on instant availability of room. To this, the hotel staff was observed telling that rooms were available. Seeing this, I requested the reception staff to at least refund 50% of the second day’s rent since they might easily get a guest for the vacated room as it was hardly 11.30 am. Remember their check in time is 11 am. But nobody was responding and repeating the same statement that it was against their “policy”. Since the child’s illness was more important for us we decided to check out the hotel at 1 PM foregoing the rent of next day which was already paid. It means I had to pay Rs. 10000.00 (Rs. 5000.00 per day for two nights) though my actual stay in the hotel was from 12.30 PM of 8th Feb to 1 PM of 9th Feb. We took the 2 PM train to Neral and straightaway headed to our pediatrician in Thane. My child remained ill for next couple of days and then she got alright after undergoing the treatment. Though I lost Rs. 5000.00 at the hands of Adamo the Resort, I said thanks to God for taking the decision to immediately return to Mumbai which helped my child to recover fast. But I am writing this review just because this incident is enough to prove that hotels like Adamo the Resort are run by pure business minded individuals who do not have any heart and soul and humanity. Matheran is a nice and beautiful hill station which appears to be still in 1950s and one must visit this place for its uniqueness, but with no expectation of human considerations especially if you decided to stay in hotels like Adamo the Resort.
Before concluding I also advise the travelers to carry all common medicines with you since you may not get them in Matheran.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.