The facility is excellent. This location of this resort is great, the swimming pool is awesome and one cannot ask for more when at the benches by the river side.
But service and management has plenty of scope for improvement. This is how it went with us:
We had booked an AC Executive room and categorically stated that our requirement was full river view. But as we checked in, we were allotted a room that was front open but the river view was obstructed by thick and poorly kept foliage. Next day we were shifted to a top floor room where the view was excellent but the AC would trip on and off. What added to our owes was the oppressing heat and that the bathroom taps would barely trickle. Repeated feedback fell on deaf ears.
Also in my enquiry e-mail, I had stated that I would need an extra bed and their quote was based on this, but each day they collected Rs.250.00 from me additionally for this. I brought this up at the time of check out but the person through whom the booking was done, Mr. Asit Bardhan was impolite and kept on arguing with logic like “this is implied” etc.
Customer service is very poor to say the least. The staffs are discourteous and untrained, especially the ones at the restaurant. It seemed that locals have been hired at cheap rates. They do not know the basics of customer service. If they are asked something they do not even recognise that are being spoken to. But a few house-keeping boys, for example Bikas Halder are comparatively better, they try to customise and serve within their means and in their own way. At the restaurant one day we ordered one veg biryani and a non-veg biryani, the person serving did not know which bowl contained veg and which was non-veg. Apart, some basic items are very expensive in the restaurant. Example – Tawa Roti – Rs. 8.00, A bottle of mineral water – Rs. 30.00. Another incident, I was running out of cigarettes and wanted to buy a packet from the hotel. I enquired at the reception and I was asked to go to another counter, when at the counter, I was again redirected to the reception and I was asked “ki name bill hobe”. The pack of fags was finally delivered but the red tape involved should have been seen to be believed.
The resort appears to be cut out for the upwardly mobile urban clientele seeking a sojourn to unwind. Unless service is professionalised it will soon turn out to another run of the mill resort that caters to a client base seeking a hideout – a typical Bengal syndrome.
Suggestions for the management / owner:
1. Hire professionally trained men. Quality of man power is “the thing” in service industry.
2. If you cannot hire professionals, then hire trainable resources and arrange for proper training. Pay them marginally above the market rates. This ensures less attrition. Extra cost calling – but pays in the long run.
3. Have the unwanted view blocking trees trimmed and the coconut trees on the west of the facility can be done away with. This is an unnecessary view blocker.
4. Have the customer sign on the food bills as they order. This is the practice everywhere. Helps avoid confusion.
5. Explore the feasibility of steamer service to the facility from Kolkata. Again extra cost but the modern trend is that there are people who are willing to pay for quality service.
Suggestions for visitors :
1. Never take rooms on the first floor
2. Better if you come in your car. You can drive down to Sagarika for lunch and dinner and buy items like water, fags, pan. Otherwise local shops are a 10 mins walk.
- Also Known As:
- Hotel Punyalakshmi Diamond Harbour, West Bengal