(Am writing this from Holiday Inn Lobby, just check out, waiting for my final bill to be prepared)
This is one mixed bean of bags. Being a Gold member in Marriott, I tend to choose Marriott properties, however, I was tempted towards this after hearing reviews from my friends. While the over all stay was decent, it did not go without its niggles. So here is how the entire saga folded out. Being a priority club member (too) I had made a reservation via Holiday Inn website 3 days earlier (on the day I was supposed to check-in)
(8:30 pm - 4 hours still on the road to goa - My friend calls up the hotel to let them know we will be late)
Friend - Hello, I have a reservation @ Holiday Inn. The reservation is in the name of XXX and the confirmation no is XXX. I just want to let you know, I will be arriving late and I would appreciate if you could keep the room ready
FrontDesk - Hello, Sorry, we don't have any check-in's for tonight. How did you make the reservation
Friend - Via Holiday Inn website, Not a 3rd party travel agent. Can you please check again
FrontDesk - Sorry, I don't have the reservation. I need to transfer you the duty manager
Friend - Sure, please do...
(Line is transferred and for the next 5 minutes all we hear is music playing, no sign of the duty manager. I disconnect the call, connect the phone to car system and I make the call again, this time, I talk)
Me - Hello I have a reservation @ Holiday Inn. The reservation is in the name of XXX and the confirmation no is XXX. I just called a while back and was told you don't have the reservation. What seems to be the problem
FrontDesk - Sorry sir, but we don't have your reservation. How did you make the reservation
Me - (a bit peeved now) Via Holiday Inn website. I just checked priority club website again, it shows my reservation status as confirmed. I don't understand the issue
FrontDesk - Sir, I need to transfer you to duty manager
Me - Please do, but don't make me wait for ever
(after what seems to be like an eternity, the duty manager comes on)
DutyManager - Sir, what seems to be the problem
(I explain the whole problem again)
DutyManager - No problem sir. It will be taken care off. Please come in. BTW can you forward the confirmation email in the meanwhile
Me - Sure would be glad to. But please ensure the room is ready and its a King Bed. Dont make me wait. I have had a tiring 10 hour drive and it will be past midnight by the time I reach
DutyManager - No issues sir. It will be taken care off.
Me - Thanks
Happy its taken care off, I drive the next 4 hours
(1:00 am - On reaching holiday inn)
Me - Hi, I called earlier back. My name is XXX.
FrontDesk - Welcome sir, please fill out the form
(I fill it out)
FrontDesk - Sir give us a moment, we are readying the room
Me - Ok, But I hope its a room with King Bed
FrontDesk - No sir, its 2 queen
Me - What do you mean by its queen, My reservation guarantees a King and I checked on it 4 hours before too.
FrontDesk - One moment sir, we will address the issue
(another 10 minutes pass by)
FrontDesk - Sir your room is ready
Me - Is it a King Bed
FrontDesk - Yes sir
(we go to the room and what I see is 2 queens put together. I am really pissed off by now, But I still maintain my patience and walk back to the front desk)
Me - I thought, I made it clear that I need a room with King Bed
FrontDesk - Yes sir, we gave you one
Me - What do you mean, its 2 queen put together
FrontDesk - Yes sir, it makes one large bed
Me - Really, do you understand the difference between a King Bed and Queen. You expect me to sleep on it and wake up with a back pain because I rolled over in the middle of the bed and found myself in a uncomfortable position
FrontDesk - I understand, we will take a look
(Again another 10 minutes)
FrontDesk - Sir another room is ready for you
Me - Ok, good thank you. I appreciate it
They take me to this corner room and outside the compound is some huge blower of sorts which is making a big racket. However, I am really tired so I decide to sleep through it and discuss the issue in the morning. Next day at noon I go up to the lobby
Me - Hey you put me in a room and there is a huge blower outside which seems to be making a racket. Can you please put me in a quiet room
Front Desk - Sure sir, but you need to give us some time. We will have something ready for you by 2pm.
Me - OK, great. Am heading out, I will be back in couple of hours. Kindly have the room ready
Front Desk - Sure sir, have a nice day
(I go out for lunch and some sight seeing and come back at 3:30 - about three and half hours later)
Me - Hi, is my room ready
Front Desk - Sir, please give us some time. We need to ready you room
(Am really tired of this nonsense)
Me - What do you mean by ready my room. You promised me that it will be ready by 2pm. Its 3:30 now. How come its not ready in the past 1.5 hrs and will be done in a few more minutes
FrontDesk - Sir, I understand we are trying to get you a room
I wait for 10 more minutes and when there is no response, I walk back and ask them for the explanation.
FrontDesk - Sir, we are trying to get you a room
Me - Look, you have been screwing up with my reservation right from yesterday night. Why don't you do the right thing and allow me to enjoy my vacation. I seem to be spending my time in your lobby instead of the beach
FrontDesk - (They mumble among themselves and finally after couple of minutes) Sir, I will show you another room please take a look
I am walked down to different side of the property where they show this nice room but there are labourers working outside. But I am assured that they are working on the roads and pavements and I wont be disturbed. Since it sounded better than a noisy blower disturbing your sleep I decide to take it. Just as I am walking back to the lobby, the guy who allotted me this new place jogs down with another key and shows me another room and say this is one last option. I take a look and this is definitely better. All I had to say was, Appreciate it. Thank you, but I don't understand why this was not done before. Why so much nonsense before you do the right thing.
Baring this hiccup on the first day, the stay was good and went without any hassles. The property really has a expansive garden and a nice private beach. I had a nice next 3 days stay there. On the day of checkout however another silly thing. The staff comes in at 10:00 am and tells me he want to lock the mini bar. He checks it and locks it and goes away. Really ? In all these years, this is the first time I see something like this. I always have front desk asking me if there was any consumption or worst come worst they make me wait for a couple of minutes before room service checks it and give their green signal. But this is really silly. Locking the minibar even before I head out. What if I want to consume something over the next 2 hours ?
Bottom line - The staff are polite, courteous, I agree. But they lack refinement. And I would blame the management for it for its training (or the lack of it). Its an awesome property with one of the best beaches. It would do better with some more hospitality.
- Amazing landscaping
- Beautiful private beach
- Courteous staff
- Good food
- Average rooms
- Relatively under-trained staff - Need more refinement (courteous yes, refined no)
Are there better options out there at the same price, Definitely
Will I visit back the property - Perhaps not, not in the near future.
A word of advise to the management - When you have some sort of construction activity going on, please update your website so people making the reservation have an idea. There is no point updating them after they have checked-in.
Try to avoid the corner rooms on the north west side of the property. There seems to be some sort of...
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.