“Are you getting an extra bed or just a mattress?”

Customer service was appaling. We had booked three rooms - 1 twin room,1 triple room for 3 adults and 1 triple for 2 adults and 1 child. We also had a hard copy of the booking, without which we would not have got the rooms we had requested. The hotel had only got a record of 2 rooms for us, but as we produced a hard copy they agreed to give us 3 rooms. This would have been OK if they had offered us the correct rooms. They said our booking was only for 2 basic rooms (Deluxe in their terminology) which were not big enough to get another bed in them. They suggested putting a mattress on the floor. We insisted we wanted real beds. They said the only way to have rooms with enough space for beds was to upgrade to Executve roms and pay an extra 8000 Indian Rupees. They claimed that this was the way things were in India. We argued that we had book similar rooms in two other hotels in Delhi and Jaipur and each time we were give 'real' beds, not mattresses. We insisted on seeing a manager and were told he was not available. Fortunately, they agreed to allow us into suitable rooms until the manager arrived. The next morning we finally tracked down the manager who admitted the hotel had lost one of our bookings and had got confused with somebody else with the same surname who had checked in before us. Due to mistakes in the booking he agreed to waive the extra supplement. In India check carefully room sizes and what is meant by extra 'bed' - it could just be a mattress!