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“Great hotel but lousy service”

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The Elgin, Darjeeling
Ranked #3 of 98 Hotels in Darjeeling
Certificate of Excellence
Reviewed March 11, 2014

We stayed at the Elgin Darjeeling from 1st to 3rd March 2014 and the
following is our feedback:
HOTEL - the hotel is lovely, we were very happy with the Attic Room
despite the Reservation Department not wanting to give it to us...We were
booked on the MAP plan and we had opted for dinner. The first evening
we asked the Reception to show us the a-la carte menu so that we could
decide if we would like to have lunch in the hotel on Sunday. What is
also strange is that your website mentions ROOM SERVICE under the
description of the Rooms.... Forget Room Service you don't even have a
basic menu. We were told the hotel has no a-la carte menu but if we so
wished we could either have the buffet lunch or they could cook
ANYTHING we wanted to which we wondered how you can cook anything and
have no menu and pricing. However the next day we chose to have the
buffet to which they eventually agreed as we hadn't informed them in
the morning. It is absolutely atrocious to see the spellings in the
menu, considering yours is a top class hotel which in fact was run by
the Britishers at one point and caters to so many foreigners. It is
not very difficult to find the correct spelling of coleslaw, shepherds
pie etc. on the Internet.
That afternoon we also asked the Reception what time they served
breakfast as we had to leave at 7 a.m. The next day and we were told
that as its only served at 7:30 a.m. they would pack us sandwiches. At
night after dinner thankfully we settled our bills for the extras but
of course the CREDIT CARD MACHINE WAS NOT WORKING! Once again we were
assured that sandwiches would be packed and ready the next morning.
We are ready to leave, there is no one to help with bringing our
luggage down from the 2nd floor. We find a guard who is downstairs and
ask us to get our packed breakfast he says he can't do anything about
it and there's no one in the kitchen!! Considering you have to serve
breakfast at 7:30 a.m. and the hotel is full (remember we got the last
room available) that is really strange. We leave and no one really
bothers to do a check out! What if we hadn't settled the extras the
night before? Unfortunately we leave with the room keys and luckily
for you the same taxi is to return later in the day so he would
deliver the keys. Considering its a full hotel and that dinner
finishes at a reasonable hour how is it that at 7 a.m. there is
absolutely zero staff available? Why promise us packed sandwiches if
you have no intention of giving them to us?
The other fraud is that on the 2nd day I found the Aquafina water
bottle in the room not sealed so I asked the Reception and they said
they fill it with filter water! How can you CHEAT PEOPLE by putting
filtered water in a Aquafina bottle? If you are not going to provide
mineral water then at least don't deceive the guests and put it in
ordinary jugs.

We travel, around the world and though the hotel is a lovely place the
services are VERY VERY SUB STANDARD! Especially considering the rates
you charge. I would appreciate it if the General Manager of the hotel
if there is one as we didn't see anyone very responsible in our two
days there would reply. I wrote the above as an email and sent it to the hotel a week ago thinking that before I post my review I should hear their version. I'm still waiting!!!

  • Stayed: March 2014, traveled as a couple
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Thank Yogi33India
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
ElginGuestRelations, Guest Relations Manager at The Elgin, Darjeeling, responded to this reviewResponded March 21, 2014

Dear Madame !

Firstly we would like to thank you for choosing the Elgin Darjeeling and appreciating the good things of the hotel .
Now to your complaints : Our website clearly mentions room service and we do room service on set menu food that we do for breakfast , luch and dinner . You clearly have mentioned that you booked a Breakfast and Dinner Meal Plan with your room and the appropriate cuisine and was provided for

We do not do a la carte menus as it is not possible to cater to this due to the remoteness of Darjeeling town and the unavailability of a big market to cater to a hotels or restaurants needs for an a la carte menu . Thus there are no a la carte menus in your room. Also our hotel manager has received your complaint and we have replied to you in the post . We are once again sorry that we were unable to meet your expectations especially with regards to the a la carte menu .

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Reviews (543)
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314 - 320 of 543 reviews

Reviewed March 2, 2014

We stayed at this hotel for 3 nights. It was wonderful from start to finish. Plush carpets, very friendly staff, real fires in the bedroom. The food was first-class. 3-course lunch and dinner, huge breakfast, beautiful Darjeeling tea. Hot-water bottles on request! Old-fashioned luxury. Can't fault it, would love to stay again!

  • Stayed: February 2014, traveled with friends
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1  Thank granmathrillseeker
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
ElginGuestRelations, Guest Relations Manager at The Elgin, Darjeeling, responded to this reviewResponded March 21, 2014

Dear Madame!

We thank you for choosing The Elgin Darjeeling for your holiday and enjoying and appreciating the decor , ambiance and the overall service of the hotel. We will be sharing your feedback with the staff of the hotel as it means a lot to them . We look forward to serving you again and we thank you once again.

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Reviewed February 28, 2014

Stayed 4 night at this beautiful hotel!
Perfect location, very nice personell. A very old and nice house.
The room is very nice with a nice bathroom.
Two things need imporvment.
1) Internet connection, it´s a disaster!
2) Brakfast and dinner at restaurant is included, but´s it´s really bad! Boring and without any kind of flavour.

  • Stayed: February 2014, traveled as a couple
    • Value
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Thank Hakan12368
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
ElginGuestRelations, Guest Relations Manager at The Elgin, Darjeeling, responded to this reviewResponded March 21, 2014

Dear Sir!

We thank you for choosing The Elgin Darjeeling for your holiday and we apprecitae the you enjoyed and appreciated the decor , ambiance and the overall service of the hotel. We apologise for the internet conncetion , the hotel has a BSNL Indian Government Internet Service Provider as the only provider of internet in the town and the internet is erratic beyond the control of the hotel management . There are also no other private internet servce providers providing internet connectios to the town at the moment and we hope this will improve soon.

We will be sharing your feedback with the staff of the hotel as it means a lot to them . We look forward to serving you again and we thank you .

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Reviewed February 24, 2014

After a warm welcome by the caring staff and thanks to the colonial styled architecture one feels like travelling back in time, as obviously little has changed since the hotel was built in the 1880s.
Refurbishment and restoration work has of course been done and modern amenities have been added, but if you want to indulge into a world before the last century this is the right place.
Be careful and treat everything with respect as things tend to be fragile in these old houses, especially in the bathroom, where a loose shower head came off...
Dinner service was excellent, meals from a rich buffet likewise, a piano player performed live throughout the evening.
The dogs of the city usually have a big party at night time so bring some earplugs if you're sensetive to noise.
Take care of your mineral water bottles on the room: it's common practice here to refill them with tap water.

  • Stayed: July 2013, traveled as a couple
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2  Thank SiegiK
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
ElginGuestRelations, Guest Relations Manager at The Elgin, Darjeeling, responded to this reviewResponded March 21, 2014

Dear Sir!

We thank you for choosing The Elgin Darjeeling for your holiday and enjoying and appreciating the decor , ambiance and the overall service of the hotel. We will be sharing your feedback with the staff of the hotel as it means a lot to them . We look forward to serving you again and we thank you once again. We are sorry to note that you were inconvenienced by the barking of some street stray dogs of the town although our windows are all double glazed to cut outdoor noise to a minimum.

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Reviewed February 21, 2014

I happened to reach Darjeeling in the second week of Feb,2014, without booking any hotel in advance! I was there with my aged parents for 2 days.The moment I saw the Elgin I realized that there cant be a better place than this to enjoy nature and luxury! I requested them that since my aged parents are with me, I would prefer a room which is downstairs.It was really nice of them that they could arrange a room in the ground floor with a beautiful view towards the valley.Having stayed in US for quite sometime I was doubting the standards of the hotels in India with respect to cleanliness but the Elgin proved me wrong.The sheer luxury and the Colonial architecture of this place mesmerized us and we spent most of the time enjoying the beauty of this well maintained heritage hotel!Considering the cold weather,the fireplaces inside the hotel were such a boon and not to mention the friendly staff!The housekeeping staffs used to place hot water bags underneath the comforters every evening which we really appreciate.The food in the restaurant was selective but very homely.It will be great if few more varieties of items are
included.The oil massage in the spa is a great option to de stress and they are quite good!We felt completely at home and didn't wanted to leave the place!I would highly recommend this place for anyone who want luxury, peace and scenic beauty in one place and I look forward to stay there
every-time I visit Darjeeling!

  • Stayed: February 2014
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3  Thank mc02242014a
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
ElginGuestRelations, Guest Relations Manager at The Elgin, Darjeeling, responded to this reviewResponded February 21, 2014

Dear Madame !

We thank you for choosing The Elgin Darjeeling for your holiday and enjoying and appreciating the decor , ambiance and the overall service of the hotel. We will be sharing your feedback with the staff of the hotel as it means a lot to them . We look forward to serving you again and we thank you for taking your time out to review The Elgin Darjeeling .

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Reviewed February 19, 2014

The Elgin in Darjeeling is a superb heritage resort. We stayed there for 7 days in January 2014.
Good food, comfortable rooms and lovely staff made it a superb experience.
Would recommend to hotel to anyone.
Darjeeling is a lovely place to be - the mountains are majestic and wonderful.
The Elgin is the place to stay.
P.s. The Indian head massage from the spa facility is superb.

Room Tip: Rooms with a view are the best
  • Stayed: February 2014, traveled as a couple
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3  Thank Fiffy34
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
ElginGuestRelations, Guest Relations Manager at The Elgin, Darjeeling, responded to this reviewResponded February 21, 2014

Dear Sir and Madame !
We thank you for choosing The Elgin Darjeeling for your holiday and enjoying and appreciating the decor , ambiance and the overall service of the hotel. We also thank you for your positive feedback on the indian head massage in the spa room of the hotel. We will be sharing your feedback with the staff of the hotel as it means a lot to them . We look forward to serving you again and we thank you once again.

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Reviewed February 7, 2014

Elgin Darjeeling is located in the middle of the city, and the views from the hotel will make you feel that you might actually be living in a nice bungalow in the city itself. We stayed here in April 2013, rooms are quite cozy and charming. The property itself is compact but beautiful. The staff is extremely polite and service is prompt.
They have fixed menu in the restaurant (buffet), however you can make your requests for the next day if any. Food quality is good.

However not much to travel around in Darjeeling, so chose it for a relaxing stay or club your tour with other places nearby (Kalimpong, Gangtok etc)

Room Tip: Its a bungalow so every room is unique, chose a bigger room if you can (What you pay is the same :)
  • Stayed: April 2013, traveled with family
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2  Thank ankitg86
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
ElginGuestRelations, Guest Relations Manager at The Elgin, Darjeeling, responded to this reviewResponded February 9, 2014

Dear Sir!

We thank you for choosing The Elgin Darjeeling for your holiday and enjoying and appreciating the decor , ambiance and the overall service of the hotel. We will be sharing your feedback with the staff of the hotel as it means a lot to them . We look forward to serving you again and we thank you once again.

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about The Elgin, Darjeeling

Address: 18 HD Lama Road, Darjeeling 734101, India
Location: India > West Bengal > Darjeeling District > Darjeeling
Amenities:
Bar / Lounge Business Center with Internet Access Free Breakfast Free High Speed Internet ( WiFi ) Free Parking Children Activities (Kid / Family Friendly) Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Spa Suites Wheelchair access Airport Transportation
Hotel Style:
#2 Spa Hotel in Darjeeling
#2 Luxury Hotel in Darjeeling
#6 Family Hotel in Darjeeling
Price Range: $177 - $281 (Based on Average Rates for a Standard Room)
Hotel Class:4 star — The Elgin, Darjeeling 4*
Number of rooms: 23
Official Description (provided by the hotel):
The Elgin is the oldest heritage hotel in Darjeeling , built in 1887 it was the summer residence of the Maharajah (King) of Cooch Behar. The property was then leased and run by succession of British families the last being Madame Nancy Oakley . It was then acquired by Mr K.C Oberoi of the Oberoi family of Hoteliers fame in 1969 and has been run and managed by the Elgin Hotels & Resorts Chain to this day . The Elgin brand which now owns and operates 4 Heritage Hotels & Resorts in the region of Darjeeling & Sikkim is headed by its Managing Director Mr B.R Oberoi fondly known as Diamond Oberoi . ... more   less 
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Also Known As:
Elgin Darjeeling Hotel Darjeeling
Elgin Hotel Darjeeling

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