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“If I could give it minus 5 stars, I would. Don't go here unless you want to be exploited.”

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Royal Orchid Beach Resort & Spa, Goa
Ranked #3 of 3 Hotels in Utorda
NJ
Level Contributor
23 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 16 helpful votes
“If I could give it minus 5 stars, I would. Don't go here unless you want to be exploited.”
Reviewed January 25, 2014

I have sent this review to royal orchid team before posting this here, and all we got is a phone call with excuse as to why their place is delapitaded, so here goes the fully deserved review as we have gotten nothing(like an actual refund) from this hotel chain to alleviate our suffering. I hope, from the bottom of my heart, that this review makes it high, and that no one ever stays in their hotel again. Not going to hell for this, because it is justified rage :-p
To Royal Orchid Team,
before I post this review on Trip Advisor and other website, I am giving you a chance to correct the mistakes made by your staff.

We visited AlilaDiwa and Beleza by the beach, both of various calibre, both outshining Royal Orchid by 1000% on all levels, whether staff, facilities or cleanliness. Because of Aarti Fernandez(your manager), we spent 3 hrs in the lobby on Christmas Day, instead of resting or meeting friends to celebrate. Because of lack of common sense we spent night in a terribly contaminated, smelly room, as forced by Aarti. But no worries, you made your 9000 rs. I will regret for next year, even considering you for my wedding venue, and having been forced to pay even for 1 night stay, which you literally extracted from us after torturing us for hours.

The events described below transpired on Christmas Day afternoon, December 25th 2013.

We have booked a room at Royal Orchid Goa, for one nigh(the rest was sold out), through “MakeMyTrip.com”. It was part of our survey for our own wedding venue in Goa, in September 2014, and we visited couple other hotels that week.
While waiting to check in, the staff told us that there is a Gala Dinner of extra charge of 12000 Rs. per two people and it is mandatory for check in. Because we are diligent with booking and we saw many hotels have mandatory Christmas Eve Gala, we assured them that at the time of booking, there was no Christmas Day Gala mentioned, but rather a Christmas Eve Gala(the day before), which we attended at the previous hotel. Like parrots they all repeated over and over that it is mandatory, even though we told them that the information on the website is incorrect.

They denied any mistake on their part, and stood firm with Gala Dinner mandatory. We spoke to three separate people, until we finally got “some sort” of manager, by the name Aarti Fernandez. She repeated the same story: Christmas Gala is mandatory and we cannot check in until we pay 12000 Rs. As if blind and deaf, she or anyone else refused to understand that it it the hotel’s responsibility to ensure their booking agent has the correct info on Christmas events. We understandably got defensive and since we could not use their wifi(until we pay and become guests!), she “allowed” us to use their computer. Although the hotel should have been the one to verify that we are correct, she made US, THE GUESTS, proof to her that their date for dinner information is incorrect. Within minutes, we had a proof on the booking website, that Royal Orchid indeed listed Gala Dinner on Christmas Eve, but not on our check in date(Christmas Day). But, Aarti the manager, forced us to take it up with MakeMyTrip.com. She absolutely refused to help us by calling them, or admitting the mistake, although we have already paid for our stay. It was humiliating and shocking to see her fight over this, as we hoped she would simply let us into our room(we already paid), or possibly let us relocate to another hotel. Why was she punishing us for making their mistake? If they had forgone the dinner and let us just sleep over then we would have been perhaps impressed with her problem solving customer service. We did not want to eat free Gala Dinner, we already had plans with family friends for the evening and we assured her of definitely not stealing their buffet in secret.

While being in talks with MakeMyTrip.com, we have met other guests who also were lured into the same trap, of having to pay for Gala that they have not seen on the booking website. Another family seemed to come with police in presumably unrelated matter, but overall it seemed that many guests are waiting in the lobby and later arguing about something with staff, it was a mess to watch.

Instead of solving the issue by allowing us to check in, and losing two unwilling guests at Gala Dinner, Aarti made us sit and negotiate with MakeMyTrip, who ultimately told us, they can only cancel our stay and refund our money if hotel(manager) allows it. With respect to Aarti, she was called by us to speak to them on the phone 3 times, but only to deny refuse any fault again. Basically she was stubborn at the cost of absolutely devastated customers on Christmas Day.
At the last request to speak to MakeMyTrip staff, with an annoyed expression, Aarti Fernandez refused to speak to them for the final fourth time, to accommodate the cancellation, instead she said something to effect ”it’s all fine, no need to talk to them”. To avoid her admittance of fault, she suddenly changed her story and: We were allowed to check in after 3 hrs of sitting hungry and upset, with heartburn of not having eaten all day and too tired to go out and have dinner.

After being on the phone for 2 hrs, after Aarti “gave in”, and forced us to stay at a hotel which we would rather never see again, instead of allowing us to leave this wretched place and book a friendlier establishment. Why could not she cancel the damned stay? What is her problem? Her attitude was that of superior evil person, whiny and moody the whole time.

Needless to say, after arriving in the room, we can say this was an overall quite disgusting place, with a terrible musty and urine smell and stains on the walls in the room(which I have photos of in my phone), curtains that do not close properly for privacy(on the ground floor!). There were holes around the AC unit, and mold stains in the bathroom, which also flooded easily because of 3 centimeter gap in shower door. Of course Wi-Fi was extra charge(which I found only after 3 phone calls to reception), and since we were not willing to pay any extra for this terrible experience, I can only post this review when I arrive in another hotel, which made me consider sending it to you first. The housekeeping had to be called 3 times to bring missing towels.
We could not sleep all night, because the mold smell made us suffocated and congested and with heartburn. (we are not old or sick people!) Black mold is deadly and if you test for it, you will find out positive results. By morning we both had asthma bouts, which we still had after 2 weeks thanks to your oversight. Perhaps Aarti put us into the ugliest room for her amusement. But that would be good as if all rooms are like this, than your 5 star rating is a complete fairy tale.

Room Tip: Find a room without urine smell and you might survive the night.
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  • Stayed December 2013, traveled as a couple
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    • Cleanliness
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Helpful?
8 Thank doudini2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
VCSoares, General Manager at Royal Orchid Beach Resort & Spa, Goa, responded to this review, January 29, 2014
Thank you for your comment.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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English first
Manchester, United Kingdom
Level Contributor
3 reviews
Reviewed January 25, 2014

Stayed at the hotel b/w 27 - 29 Dec 2013 as a family. We loved the place. The rooms (we were upgraded to a suite) were comfortable. The location was bang on Uttorda Beach. The beach itself was not crowded, the waters were warm and the sand clean. This is South Goa and therefore not a place where you will find a party atmosphere and is perfect for a family vacation. The pool is small but inviting and the sunken bar is a convenient location to get your drinks. The breakfast was varied and tasty but their restaurant by the beach (Boat Quay Grill?) was outstanding. Superb seafood and a great atmosphere to sit out in the open. The staff were generally helpful and we had no complaints there. All in all - it made for a blissful holiday by the beach. Would certainly recommend to friends and family.

Room Tip: Don't get a room close to the reception as it will be close to the access road. This in itself...
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  • Stayed December 2013, traveled with family
    • Value
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    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Skull71
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
VCSoares, General Manager at Royal Orchid Beach Resort & Spa, Goa, responded to this review, January 28, 2014
A big thank you for taking time & the effort to put your comments across. We do hope you stay in touch. We are looking forward to your next stay. Do send your friends too. Thank you again.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Bangalore, Karnataka, India
2 reviews
common_n_hotel_reviews_1bd8 1 helpful vote
Reviewed January 25, 2014

It was a very nice stay with access to fresh waters of the uttorda beach. The facilities in the resort were very good. A wide spread buffet and musical dinners were really attractive. Over all a nice place to stay at an affordable budget.

Room Tip: You can choose a suit room if you are with family
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  • Stayed September 2013, traveled with family
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    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Jagannath K
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
VCSoares, General Manager at Royal Orchid Beach Resort & Spa, Goa, responded to this review, January 27, 2014
Thank you for your valued comments. We do hope to see you & your friends soon. Thank you.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
India
Level Contributor
46 reviews
8 hotel reviews
common_n_hotel_reviews_1bd8 40 helpful votes
Reviewed January 23, 2014

loved the pool,Rooms, service and food was delicious too... The resort has a big figurines of chess to actually play and some kill time in evenings with a sip of drink!! loved the Entrance with the pool full of fishes welcoming you and the welcome drink offered was toothsome.

  • Stayed January 2014, traveled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Lovely N
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
VCSoares, General Manager at Royal Orchid Beach Resort & Spa, Goa, responded to this review, January 24, 2014
Thank you for your valued comment. We do hope to see you again in the near future. Thank you once again.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Bristol, United Kingdom
Level Contributor
6 reviews
6 hotel reviews
common_n_hotel_reviews_1bd8 22 helpful votes
Reviewed January 19, 2014

This hotel has potential: good pool, garden and uncrowded sandy beach. The room was spacious with sitting area, bedroom, walk-in dressing room and bathroom. However, the sitting room window was filthy, there were no clothes hangers or drawers/shelves for storing clothes (just a bench on which we had to pile everything) or drinking glasses (despite a mini bar) and the bed linen was dirty and had blood stains. When we reported this, there was a casual response of "We'll send someone". The duvet cover was changed but the dirty sheet was left on the bed! The management offered us another "lovely" room but it was the same room that another couple had moved from because it was dirty and the toilet flush didn't work! The view from our balcony was of fields cultivated by local farmers (delightful) but also of the roof of the adjoining accommodation block which was a repository for broken air conditioning units and rusted corrugated iron sheets. Service at all levels and staff training were poor (but we have to commend the excellent pool attendant). There seemed to be little understanding about the basic requirements for running a good hotel and looking after guests. The food was good but we did have to wait a very long time for masala dosas at breakfast because of inefficient and disorganised staffing. The masala chai was good. The hotel did have the advantage of being a short drive from the airport. We would not wish to return to this hotel. How did it get a 5 star rating?

Room Tip: Make sure the bedding is clean and the room is properly equipped.
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  • Stayed December 2013, traveled as a couple
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    • Rooms
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Helpful?
2 Thank Issaley
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
VCSoares, General Manager at Royal Orchid Beach Resort & Spa, Goa, responded to this review, January 19, 2014
Thank you for your comments. We did take all the correctives mentioned. Now we do wait to welcome you again.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Bengaluru, India
Level Contributor
39 reviews
22 hotel reviews
common_n_hotel_reviews_1bd8 18 helpful votes
Reviewed January 15, 2014

We stayed here in August 13 and must say a great hotel with superb location. The rooms have the view of the sea and its a walk away from the rooms block. Rooms are made like suites and each room has a Living Area and seperate bed room. Food is average however staff courtesy makes it up for the food.

Room Tip: Choose rooms closer to the beach. Try the spa here.
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  • Stayed August 2013, traveled with family
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Helpful?
Thank SINGHRAVI76
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
VCSoares, General Manager at Royal Orchid Beach Resort & Spa, Goa, responded to this review, January 15, 2014
Thank you for your comments. We look forward to seeing you again....
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Mumbai (Bombay), India
Level Contributor
16 reviews
6 hotel reviews
common_n_hotel_reviews_1bd8 17 helpful votes
Reviewed January 13, 2014

beach facing property with a cozy feel to the place. Service is decent but rooms are pretty small. Even the size of the suits is small. It has one small restaurant and a very small in-house bar. Overall, Not a value for money.

  • Stayed December 2013, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Dinesh R
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
VCSoares, General Manager at Royal Orchid Beach Resort & Spa, Goa, responded to this review, January 14, 2014
Thank you for taking time to put your views across. We surely love to see you again.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about Royal Orchid Beach Resort & Spa, Goa

Property: Royal Orchid Beach Resort & Spa, Goa
Address: Uttorda Beach | Salcette, Utorda 403713, India
Phone Number:
Location: India > Goa > South Goa District > Utorda
Amenities:
Bar / Lounge Beach Business Center with Internet Access Fitness Center with Gym / Workout Room Free Breakfast Free High Speed Internet ( WiFi ) Free Parking Children Activities (Kid / Family Friendly) Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
Ranked #3 of 3 Hotels in Utorda
Price Range (Based on Average Rates): $
Hotel Class:5 star — Royal Orchid Beach Resort & Spa, Goa 5*
Number of rooms: 73
Official Description (provided by the hotel):
5 Star Royal Orchid Beach Resort & Spa...... Serene Seashore/Coastline.....Luxurious well maintained lawns......Petit cute gardens.....Water bodies with live Koi fish,lilios,lotus,orchids & anthuriums.....Tempting clear blue pool.....Remember we are on the beach,not at the beach..... ... more   less 
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Also Known As:
Royal Orchid Beach Resort And Spa, Goa
Royal Orchid Beach Resort & Spa, Goa Hotel Utorda
Royal Orchid Beach Resort & Spa, Goa Utorda

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