Hi! This is one place that I liked many years back when I last stayed here, the exterior is decent and just like before, but the experience has changed drastically. I have stayed in almost good hotels of Matheran and this was what I thought was good till I had the experience again. I called up their hotel a day before my arrival and asked for Ac room availability for my next day arrival, I was told to come directly to the hotel as the rooms were available the next day (and booking for the same was not possible due to less time), they refused the tariff politely, which was ok for me, the next day we reached the Hotel in the mornings and a management person (a thin fellow) refused to allot an AC room, he said he had no rooms at all (despite the previous committed tele talk) , except one non-ac room, we had to agree as we were tired in the journey, but to our surprise a few customers in a family group were given adjacent rooms of AC after our allotment. We checked in the room that was ok in its appearance, the dust in the cupboard and near the telephone was not cleaned since long, the bathrooms (best left unsaid), the bed was neatly done and so were the pillows. We asked if we could order al-a-carte breakfast in the room & we were denied ( whereas it is mentioned in the room service of their hotel menu book) , the next day lunch was pathetic ( bad dal, tasteless vegetable), it looked like a good platter but the taste killed the size, the evening pool side food was average, after a complaint by us and a few other hotel customers.. they improved the taste of food (but that lasted for that day only), the next day the food was average. Whenever we tried calling the room service, housekeeping or even the reception, many a times nobody answered the call, and if the housekeeping and room service did, they never fulfilled their promise, we had asked for a towel the next morning from 9. 30 to 10.00 am and after many tries when they did take the call, we were told " Towel bilkul nahi hai, laundry wala nahi aaya, aata hai to bhejta hoon" after some 10 minutes when we called back " Arrange karta hoon, do minute main" etc etc, the towels didn't arrive at all. ( The worst thing is they don't reply to our calls if at all there is any service delay from their part, leaving us in despair and confusion ). A fellow neighbor of ours had a 10 month old baby and despite her repeated pleas for d curd and rice for the little one, it fell on deaf ears. I won't stretch this review too long, but for ease I will list it in pros and cons for a better understanding.
Very Close to station
Decent property exteriors,
Good pool area and games,
Well done bed.
The senior manager kept a smile on the face and did hear our opinion, unlike the thinner one who seemed all by himself and attitude. So do talk with the senior manager.
The guard at the main gate with the big moustache greeted everyone with a smile and did his duty very well ( a wonderful person and humble to all )
Morning breakfast is very good
A small sit out outside the rooms was a plus point.
Nice well planted area outside, with a serene atmosphere.
Decently priced (though fluctuates sometimes)
Good sit-out area and swings,
Nice environment outside (with less noise)
Service is very bad.
Average food, quantity over taste ,rooms, leakage in toilet, no timely supply of toiletries etc ( which show the loopholes in management)
The room service old man tried scurried every time he was passing the rooms, to avoid any customer demands of service etc, and was not seen around the rooms most of the times.
Most of the times we called for anything, they would never return the call nor provide the service ( the worst experience I have had, since we have been travelling in many places, and also stayed in many hotels in Matheran ) .
The don't keep towels in stock ( we were made to wait for long... and we waited and waited and waited, but the towels didn't come.
Except the main manager and the watchman we hardly found anyone in the hotel with a smile on their face, well..... does it cost anything?? The other lanky manager was rude at times.
The bathrooms need some repair, and the cleanliness of wardrobe and desks is not usually done, the dust was settled well on the hotel menu book (as if nobody had touched it for some days)
The reception desk and other dept's needs to be more humble on service grounds and at par with other hotels of the same strength.
No A'la carte if we want to order from menu, we were refused when we asked for something to eat while checking out, and were told... "sab kitchen main busy hai". (Every hotel can comply as little as something basic at least if somebody or their child wants something to eat) .
Finally, this was our experience, similar to a few ones up here, we wish you personally check it by yourself, and decide on your own, but I wish you have a great time, if you are keen on good hospitality and on toes service with mouthwatering food then do check other places, and if price and market area is a concern this is a good bet. Choice is yours.