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Dear Mr. Hiroki,Greetings from Four Points By Sheraton Hotel & Serviced Apartment, Pune!I recognize your time is valuable and appreciate the feedback you have provided.Receiving warm and friendly service from our staff sets the tone for a great stay. This was not your experience, and I sincerely apologize for failing to meet your expectations.I have shared your feedback with the associates, and as a teachable moment, we have discussed our service standards and reviewed improvement opportunities in the service they provide. I am confident that these necessary steps will ensure your experience of team members being unfriendly is an isolated incident.I hope you choose to stay with us again, whenever your travels bring you back to Pune.Best Regards,Rahul PaliwalHotel Manager
Stayed in this hotel many times before. It used to be good place but not anymore. Cleanliness and comfort was good. Service and elevator was worst. For elevators, only one was working but without down call button. So you have to ride with people going up even though you’re going down. Service was really terrible. Same issues were repeated many times during 3 nights stay. Plates & silverware provided were inadequate or missing during in-room dining and had to request repeatedly with more than 30 min response time. Manager seemed not concerned. Simple request like keeping freezer pack in freezer instead of refrigerator wasn’t fulfilled, in short staff is illiterate and untrained. In other unacceptable things - Shower gel bottle was refilled with water and so on..
Response from Rahul Paliwal - General Manager. on 11 Jun 2022
Dear Mr. Rafi, thank you for your feedback. We are very happy to hear that you had a great stay experience with us. We look forward to welcoming you back.
Response from Rahul Paliwal - General Manager. on 11 Jun 2022
Dear Guest, thank you for your feedback. We are very happy to hear that you had a great stay experience with us. We look forward to welcoming you back.
The property is well-maintained. The airport is close by.
Karan
Stayed 1 night in Feb 2022
Response from Rahul Paliwal - General Manager. on 11 Jun 2022
Dear Karan, We are very happy to hear that you had a great stay experience with us. Thank you for appreciating our maintenance team. Look forward to welcoming you back.
Response from Rahul Paliwal- General Manager on 11 Jun 2022
Dear Joshua, we sincerely apologize for the experience you had during your stay with us. We assure you that this is definitely not the standard of service that we would want our guests to experience. We would want to deep dive into your feedback and ensure we have addressed all areas of concern. Hence in this regards our rooms division manager will be connecting with you. We sincerely hope that you will give us another opportunity to serve you. We look forward to your next visit so that we can showcase the changes we have done & deliver the Marriott stay experience to you.
It was worst experience of life time, my parents are senior citizens and diabetic. I did booked this hotel expecting prompt service. The service was worst wrt to any 2 star category. Room service was pathetic and they never responded and if responded the order never came ot came very very late..
Abishant
Stayed 2 nights in Dec 2021
Response from Atanu Dey General Manager on 4 Jan 2022
Dear Abishant,
Thank you for taking out time and sharing your feedback with us.
It is disheartening for me to know the experience you have had and please do accept my apologies for all the inconvenience caused.
We have noted your feedback on service delays. We have discussed this with the team, implemented additional checks/ processes/ training refreshers to avoid similar feedback & ensure our guests have a superlative experience.
We request you to treat the above incident as an aberration and not the true reflection of the experience we want our guests to have.
We hope that you give us another opportunity be at your service and change the perception we have created.
Please do let us know whenever your travel plans bring you back to Pune, for us to personally take care of your requirements.
We look forward to your next visit.
Best regards,
Room condition was worst ever my hotel experience, AC never worked in my room for my 2 nights stay. In very first few hours I had to make several calls to get my room livable, few examples - hot water kettle not working and they changed it twice to finally get it work, AC never worked despite multiple maintenance call. I maintenance guy was explaining hotel to be centralized AC so Guests cannot control the temperature. I had 2 rooms booked for 2 night, we order tea as room service.. In one room it came after more than an hour and in second room no one showed up ever. I am surprised to see the ratings on hotel.com and loosing my trust as I am frequent user of hotels.com. While check I made sure I convey my concerns to front desk and they took my number to call me back to get feedbacks and I am not surprised the call never came to me. I am really doubting 5 star category of this hotel.
Abishant
Stayed 2 nights in Dec 2021
Response from Atanu Dey - General Manager on 18 Jan 2022
Dear Abhishant,
We sincerely apologize for the experience you had during your stay with us. This is definitely not the standard of service that we would want our guests to experience. We assure you that your feedback has been thoroughly investigated and necessary processes and procedures have been implemented to ensure that such a scenario does not occur again.
We sincerely hope that you will give us another opportunity to serve you. We look forward to your next visit so that we can showcase the changes we have done & deliver the Marriott stay experience to you.
Warm Regards,
6/10 Okay
Supal
9 Dec 2021
Supal
Stayed 1 night in Nov 2021
Response from EAM Sales (Four Points By Sheraton, Pune) on 11 Dec 2021
Dear Supal,
Greetings of the day!
We very much appreciate your ratings regarding your stay at the Four Points, Pune.
We look forward to welcoming you again soon.
Warm Regards,
Sapna Jairam
Executive Assistant Manager (EAM)
Response from EAM Sales (Four Points By Sheraton, Pune) on 20 Oct 2021
Dear Jai,
Greetings of the day!
Thank you for your rating and your review.
We apologize that you faced inconvenience during your stay.
We assure you that the above incident was an aberration and not the experience we want our guests to have and do hope that you give us another opportunity to be at your service.
Also, we would like to know more about the above-mentioned issue and how we can improve this. We request you to kindly get in touch with us on +91 770906694 to share your feedback
Thank you again and hope to serve you soon.
Warm Regards,
Sapna Jairam
Executive Assistant Manager (EAM)
Response from EAM Sales (Four Points By Sheraton, Pune) on 9 Oct 2021
Dear Vikram,
Greetings of the day!
Thank you for your rating and your review.
We apologize that you faced inconvenience during your stay.
We assure you that the above incident was an aberration and not the experience we want our guests to have and do hope that you give us another opportunity to be at your service.
Also, we would like to know more about the above-mentioned issue and how we can improve this. We request you to kindly get in touch with us on +91 770906694 to share your feedback
Thank you again and hope to serve you soon.
Warm Regards,
Sapna Jairam
Executive Assistant Manager (EAM)
6/10 Okay
Iuliia
Business traveller
4 Jun 2021
Liked: Room comfort
Average. Kept on asking for extension and nobody came back to book my extension.
I moved on to lemon tree on the same road.
Overall average but a lot of room for improvement.
Thanks
Iuliia
Stayed 3 nights in May 2021
Response from EAM Sales (Four Points By Sheraton, Pune) on 24 Jun 2021
Dear Luliia,
Greetings of the day!
Thank you for taking out time and sharing your valuable feedback with us.
It is indeed disheartening for me to know the experience you have had and please do accept my apologies for all the inconvenience caused. I have made a note of your comments and please be assured that the same has been discussed with the concerned department heads to ensure such instances are not repeated in the future.
We assure you that the above incident was an aberration and not the experience we want our guests to have and do hope that you give us another opportunity to be at your service.
Please do let us know whenever your travel plans bring you back to Pune, for us to personally take care of your requirements.
We look forward to welcoming you again soon.
Response from EAM Sales (Four Points By Sheraton, Pune) on 10 May 2021
Dear Guest, Greetings of the day!
Thank you for taking the time to share such wonderful feedback. We are pleased to hear that your stay is comfortable and our enhanced cleanliness procedures are to your satisfaction. It is our constant endeavor to provide our guests with a memorable experience and your appreciative review gives us renewed vigor in our efforts. We have shared your comments with the team who have been freshly motivated and encouraged by your review.
We look forward to welcoming you again soon.
Warm regards
Sapna Jairam
Response from EAM Sales (Four Points By Sheraton, Pune) on 1 Mar 2021
Thank you for taking the time to share such wonderful feedback. We are pleased to hear that your stay is comfortable and our enhanced cleanliness procedures are to your satisfaction. It is our constant endeavor to provide our guests with a memorable experience and your appreciative review gives us renewed vigor in our efforts. We have shared your comments with the team who have been freshly motivated and encouraged by your review.
We look forward to welcoming you again soon.
Warm regards
Response from EAM Sales (Four Points By Sheraton, Pune) on 1 Mar 2021
Thank you for taking the time to share such wonderful feedback. We are pleased to hear that your stay is comfortable and our enhanced cleanliness procedures are to your satisfaction. It is our constant endeavor to provide our guests with a memorable experience and your appreciative review gives us renewed vigor in our efforts. We have shared your comments with the team who have been freshly motivated and encouraged by your review.
We look forward to welcoming you again soon.
Warm regards
Dear Guest,
Thank you for taking your valuable time out to share your experience with us.
We are glad you liked the services.
Thank you for staying with Four Points by Sheraton hotel Pune.
6/10 Okay
Verified traveller
Travelled with partner
15 Sept 2020
Liked: Staff & service
There were no tissue papers. No utensils in the kitchen in a service appartment
Air conditioning so poor in 8th floor, unclean air I could not breath in the night.
Swimming Pool abandoned and dirty.
Garden unexistant.
Noisy and dark bar (no windows).Music to loud.
In conclusion a disaster.
The tv service was not working in the room and everything was pretty good
Verified traveller
Stayed 2 nights in Aug 2019
Response from Preeti Bodkhe on 23 Aug 2019
Dear Guest,
Thank you for your feedback. We will definitely highlight the TV issue to our concerned department. We will also make sure that you won't face this issue in future.
We look forward to welcome you back to the hotel.
Best Regards,
Preeti Bodkhe
Customer service was incredible! Each and every staff member went out of their ways to make me feel at ease.
The only thing is the phone at reception keeps ringing a long time before someone answers it. Rest all is perfect.
Verified traveller
Stayed 3 nights in Jul 2019
Response from Yogita Waghmare on 3 Aug 2019
Dear Guest,
We appreciate your feedback.
Thank you for staying with us and we are glad that you liked our hotel staff. We look forward to welcome you again.
Best Regards,
i like the breakfast as well as bar place cool and peace full place...enjoy there lot.... nice place for relaxation....spa is tooo good, its much much better then last time i visit spa, its fully changed,,good luck, carry on
Verified traveller
Stayed 2 nights in Jun 2019
Response from Yogita Waghmare on 3 Aug 2019
Dear Guest.
Thank you for sharing the feedback, we are glad that you liked the services of the hotel.
We look forward to welcome you in near future.
Best Regards