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.
- 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
- Reservation Options:
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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