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“Good hotel, terrible customer service”

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Royal Orchid Central Pune
Ranked #24 of 220 Hotels in Pune
Bangalore, Karnataka, India
Level 5 Contributor
52 reviews
12 hotel reviews
common_n_hotel_reviews_1bd8 73 helpful votes
“Good hotel, terrible customer service”
Reviewed March 22, 2013

It is not unusual to associate the name "Royal Orchid" with high expectations - in comfort, quality and service.

Royal Orchid Central at Pune does have everything near perfection - except the service. Let me explain why. How else do you explain the apathy of having to repeatedly remind the reception staff to provide the complimentary services that were part of our package?! By the time we were offered what should have been provided without asking, we were so bored that we decided to leave it unused (wine bottle, cookies, fruits etc) just to let them know of our disapproval of the service. What really irked me was that they placed a bottle of beer claiming it was a bottle of wine! Really? Did you think we do not know or we cannot read?

I have stayed in a number of hotels comparable to Royal Orchid Central Pune and this was the first time I had to remind (at times without a response) the staff to help me with a service. It would be unfair if I did not mention that a person, on behalf of the hotel, did offer an apology with a beautiful bouquet full of orchids. We would have been if we were offered a discount on the room tariff or a free dinner or something much more worthy!

Now let me tell you what is really good - Location and Food. Quite literally the hotel is located at the heart of one of the happening areas of Pune. Having spent two years of our lives before marriage in this part of the city, we enjoyed the location because we could watch a movie at late night right next at Adlabs (it used to be!) and walk back (without auto hassles) to the hotel. It is also very close to Koregaon Park, Airport and Viman Nagar. If you wish to see these places around or have work here, this is the place to stay!

Food served was excellent (we ate breakfast only) and the service above par. May be the people at reception should learn a trick or two from the folks in kitchen! Food had variety, taste - the best part was the Vanilla and Chocolate milk shake that were flowing continuouly.

I must warn that you carry your own towels/tissue to the gym because the ones at the gym, though looked clean, had some sweaty smell! At first I thought it was me making it all up, however a quick check with my wife and we decided not to touch the towels at the Gym the next day. Request management to look at this issue with seriousness - use some after wash so that it smells better. These little things do matter!

The hotel does offer complimentary pick-up/drop to the airport and this was a major plus in a city where finding a hire at odd hours (landed at 10PM in the night) could be a problem.

A great stay, excellent food, convenient location completely masked by terrible customer service. However I would not say good-bye to Royal Orchid hotels because I have been to the one in Bangalore to experience its well known hospitality. I wish that the management looks into the way customers are offered what they are promised. Otherwise Royal Orchid shall becomes a "was good once upon a time" hotel.

Room Tip: If you need a non-smoking room, ask for one.
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  • Stayed February 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
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Helpful?
2 Thank Santosh S
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Roc-Pune, General Manager at Royal Orchid Central Pune, responded to this review, March 23, 2013
Dear Guest

Thank you for your recent stay at Royal Orchid Central,Pune and for your feedback. We are extremely sorry for the inconvenience caused to you during your recent stay.Your feedback is central to our growth and will definitely help us serve you better.We are in a constant pursuit to learn from our guests feedback and enhance guest services to be more personalized and renewing.
We assure you that we will take every possible effort to make your next stay at Royal Orchid Central ,Pune a better experience. We hope to get another opportunity to meet your expectations. The entire team of Royal Orchid Central,Pune looks forward to welcome you back and offering you a perfect stay.

Warm Regards
Vikas Passi
General Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Rating summary
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  • Sleep Quality
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Traveler tips help you choose the right room.   Room tips (235)
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English first
London, United Kingdom
Level 1 Contributor
3 reviews
common_n_hotel_reviews_1bd8 1 helpful vote
Reviewed March 10, 2013

personilised service, pinxx restaurant chefs are to be commended for providing delicious breakfasts both indian and continental. rooftop swimming pool and jacuzzi are well maintained and location on 4th floor allows excellent views of city, although some provision for shade was not made hence difficult to enjoy this facility in the afternoons.

Room Tip: ask for top floors facing swimming pools, also for non smokers make sure you request this.
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  • Stayed March 2013, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Y_N186338
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Roc-Pune, General Manager at Royal Orchid Central Pune, responded to this review, March 17, 2013
Dear Guest,

Greetings from Royal Orchid Central, Pune!

It is our constant endeavor to provide our guests with a most comfortable and memorable Royal Orchid experience. Thank you for your recent stay at the Royal Orchid Central, Pune and for your valuable feedback. Your feedback about the shade at swimming pool was taken care. We continue to strive hard to provide you with the most impeccable service and hospitality.

The entire team at Royal Orchid Central, Pune would be delighted to welcome you back in the near future.

Warm Regards,

Vikas Passi
General Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
New Delhi, Delhi, India
1 review
Reviewed March 9, 2013

I had organised a birthday party yesterday. The experience was fantastic. The banquet management was very professional and exceeded expectations. The staff was courteous and service was prompt. Food was excellent and all my guests were happy. Overall a great experience! Special thanks to Manas, the banquest manager and his team.

Akshay

  • Stayed March 2013, traveled with family
    • Value
    • Location
    • Service
Helpful?
Thank Akshay P
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Roc-Pune, General Manager at Royal Orchid Central Pune, responded to this review, March 17, 2013
Dear Guest,

Greetings from Royal Orchid Central, Pune!

Thank you for arranging a banquet party at our banquet hall and for your feedback.
Personalized service and ambiance are integral attributes of creating long lasting and memorable experiences. We are pleased to receive your comments about Food & beverage and happy to note that we could make your function a memorable one

We are looking forward to welcome you at the Royal Orchid Central, Pune again in the nearest future.

Warm Regards

Vikas Passi
General Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Pune, India
1 review
Reviewed March 5, 2013

Our group of friends was together after a long time and one of our friend suggested to go Royal Orchid Central. We have reached there at 9:00 pm. very nice live music experince in addition to good food. we have loved the food and service at hotel .. and we would like to go again...

Room Tip: rooms on swimming pool side are very good..
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  • Stayed February 2013, traveled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
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    • Service
Helpful?
Thank anandprem
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Roc-Pune, General Manager at Royal Orchid Central Pune, responded to this review, March 5, 2013
Dear Guest,

Greetings from Royal Orchid Central, Pune!

Thank you for your recent visit at the Royal Orchid Central, Pune at tiger trail restaurant and sharing your wonderful experience in this public forum. We are glad to know that we could make your dining a memorable experience.Feedback like this reaffirmed our belief that we are on right path.

The entire team at Royal Orchid Central, Pune would be delighted to host you again in the near future.

Warm Regards,

Vikas Passi
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Kolkata
1 review
Reviewed March 4, 2013

Service was excellent, room was comfortable with all ammenities, welL located near multiplex, ,market, executive were very curtiuos, asthetic look of hotel rooms, restaurant, lobby were excellent, breakfast was amazing.

  • Stayed March 2013, traveled on business
    • Value
    • Location
    • Sleep Quality
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    • Cleanliness
    • Service
Review collected in partnership with Cleartrip

Helpful?
Thank Shyam K
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Dhaka
1 review
common_n_hotel_reviews_1bd8 1 helpful vote
Reviewed March 2, 2013

Excellent hospitality by the hotel staff. Good buffet during breakfast and lunch. Large clean room with very comfortable bed. The location is safe and close to lots of small restaurants and other hang out places. So, a single traveller or family can roam around in Kalyani nagar or Koregaon Park easily from this hotel. I am highly impressed by the duty manager Mr. Mitesh Soni, who always tried to offer best in class service to the hotel guests. I would love to stay at this hotel whenever I will visit Pune next time with my family.

Room Tip: I stayed in 8th floor room no. 821. I have found the room very comfortable and clean.
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  • Stayed February 2013, traveled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Naimul
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Roc-Pune, General Manager at Royal Orchid Central Pune, responded to this review, March 5, 2013
Dear Guest,

Greetings from Royal Orchid Central, Pune!

Thank you for your recent stay at the Royal Orchid Central, Pune and for your feedback.

We are delighted to know that we could provide you with a comfortable and enjoyable stay.

Your appreciation about the individual who had made it possible to further enhance your stay will be conveyed to him .

It will be our pleasure to welcome you back at the Royal Orchid Central, Pune in the near future.

Warm Regards

Vikas Passi

General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Pune, India
Level 3 Contributor
10 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 8 helpful votes
Reviewed March 1, 2013

We had a Al la carte dinner one evening and I must say It was a very nice experience. The food was reasonably priced and I found the taste good. Over all the staff was courteus and welcoming. Will do prefer to go back again.

  • Stayed November 2012, traveled with family
    • Value
    • Location
    • Cleanliness
    • Service
Helpful?
Thank Priyeshtewari
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Additional Information about Royal Orchid Central Pune

Property: Royal Orchid Central Pune
Address: Kalyani Nagar Marisoft Annexe | Marisoft Annexe,, Pune 411014, India
Location: India > Maharashtra > Pune District > Pune
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Free Breakfast Free Parking Restaurant Room Service Suites Swimming Pool Wheelchair access Airport Transportation
Hotel Style:
#5 Family Hotel in Pune
#8 Business Hotel in Pune
#18 Luxury Hotel in Pune
Price Range (Based on Average Rates): $
Hotel Class:4 star — Royal Orchid Central Pune 4*
Number of rooms: 115
Official Description (provided by the hotel):
Royal Orchid Central, Pune is one of its kind and a landmark in itself. With its close proximity to the airport, railway station and commercial areas, it is sure to become the hot spot for travellers and executives. ... more   less 
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Also Known As:
Royal Orchid Central Pune Hotel Pune

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