- Liked: Staff & service, room comfort
Room for improvement
To start with the positives the hotel is in a wonderful location overlooking the lake (with easy shuttle access to the centre of town) with exceptional food and a range of excellent spa treatments available. The biggest downside from our experience, however, was actually the service. It was clear the staff were proud to be working at the hotel and clearly there was a reputation behind the hotel (at least in India domestically) of this being one of the best hotels. However, across our stay we felt staff had an almost entitled attitude of “we know we are a good hotel and we don’t need to prove this to anyone”. One example- We asked for help organising a taxi to the train station upon check out at the reception desk, who disinterestedly directed us to a corner travel desk (only after interrupting me 3 times with the location of the shuttle stop before finally hearing me out and what I actually needed) , who then proceeded to grudgingly agree to help (and charge 3x the market price for a taxi). When I questioned the pricing this was reduced to 2x and the remaining gap justified as “hotel services”. The entire situation highlights how disinterested the staff seemed at providing the service their brand aspires to. The worst part is that the management have clearly lost mechanisms for guest feedback - I never got even an offer of feedback form and when I replied “not great” to the question of how my stay was at check-out, there was not even a follow-up question to find out why