I stayed at the Grand Mercure Hotel for 2 nights towards the end of October 2012. Nice hotel, good location, well-appointed rooms, good food but very bad attitude. I forgot my mobile phone charger in my room and realized it only after I came back home. When I called up the front desk, they told me that the charger had been found. If they were to courier it to me, they said, I will need to pay them courier charges.
Charging your customer to courier a mobile phone charger that he accidentally forgot? Odd, but I agreed. I asked them their bank account number so that I can transfer the money through internet. They refused, saying that the only option is credit card authorization. For that, I needed to fill up a form and send them scanned copies of the front-side and back-side of my credit card. I requested them to allow me the wireless transfer option, since the backside of the credit card is sensitive and private information. Not only did they refuse to give me an alternate option, they also insisted that till the time I don’t give them money (send them scanned copies and authorization form duly signed) they will not courier me my charger.
Sorry, but this attitude is unacceptable. I spent almost Rs25,000 for just 2 nights (including meals and airport transportation), and they could not spend a paltry sum to courier me my charger, knowing I made an honest mistake. I told them I will send them the scanned copies but it might take some time, since I am a very busy man and could scan only at home. I don’t like to scan private documents in office. The hotel did not budge.
Phone chargers are very important and we become very handicapped and the hotel front desk was worried about the courier charges? Ideally, the hotel should absorb the courier charges, as part of good customer service. Some years back, I had forgotten my phone charger at Taj Hotel, Nashik. They instantly couriered me the charger and DID NOT charge me a single penny. That is called customer service. To charge your customer for such paltry charges, and then not to trust your customer, speaks volumes of how much important Grand Mercure gives to its customers.
I had to finally request my friend in Bangalore to get my phone charger picked up from the hotel and courier it to me himself.
The hotel's bad attitude has left a sour taste in my mouth and was an unfortunate experience in an otherwise good stay in Bangalore.
- Official Description (provided by the hotel):
- Grand Mercure Bangalore is located in the upmarket Koramangala area and only 5km from multinational companies and IT parks at the business district. Besides being located close to the city center, the hotel is only 45km from the airport. Highlights of this all-suite hotel are built-in kitchenettes and private balconies. First class facilities ranging from Princess Floor, 24 hr in-room dining, WiFi, fitness centre, boutique, swimming pool, spa, travel desk, web corner, restaurants and bar make the hotel ideal for business, leisure as well as extended stays. Several software companies are located in Koramangala and also it is home to many educational & medical institutions. The hotel is ideally located and easily accessible from business locations, notably Embassy Golf Links Domlur, Hosur Road, Electronics City, Sarjapur Outer Ring Road, Bannerghatta, Old Airport Road and MG Road at the center of Bangalore. ... more less
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