We had booked 2 deluxe rooms at the resort for May 12th. We were a group of 6 friends (all doctors) from Delhi on a weekend trip to Shimla-Kasauli. We reached the hotel at 8:50 PM. The manager Vicky at the reception gave us a very cold welcome. He told us that we had only 10 minutes remaining to order any snacks we wanted, and he would not accept order any orders even 5 minutes past 9 as the snacks time of the hotel is 9. So, even before entering the room, we went to the restaurant to order the snacks. We got an idea of things to come from this first encounter. Then we entered the rooms, which had all the basic amenities but not even half of what you would expect from hotel with this range of room tariffs. When came to the lawn to have a few drinks after freshening up after half an hour or so, the restaurant waiter came and told us that we had only 15 minutes to order dinner as kitchen would close sharp at 10. We told them that we would give the order right away but requested the management to heat the food and serve it around 12 in our rooms. They responded bluntly that everything closes at 10. No service is available from 10PM-7AM. Only one boy from housekeeping stays overnight. And the so called resort does't own a Microwave oven in which food could be heated. So, we had no option but to order and they kept the food in our room at 10:30. One of my friend's brother had come to visit us from Chandigarh. We went to the reception to request for 2 glasses and ice at 11:15 PM. The reception manager on night shift, named Kashmir was fast asleep besides the table covering a blanket. No one at 11:15 PM at the reception in peak tourist season. We managed to wake him up. He told us that glasses and ice could not be arranged at this odd hour!! He told that even ice comes under the restaurant and it can not be delivered post 10'o clock. He told us that all this is told to the guests at the time of booking and it is no fault of theirs. We requested him to put a few ice trays into the refrigerator then and we would ourselves collect it after one hour. He reluctantly agreed. Then, after we came after one hour, he told us that the housekeeping boy had forgot to keep the ice trays. Rather than being apologetic, he was angry at us for expecting such services as Ice cubes at 12 in the night. We had no option then but to retreat to our rooms and have the cold dinner. Then, when we woke up next morning around 8. We ordered morning tea. The guy who came to deliver picked up only a few plates of the last night's used crockery from dinner and went away. Then we had the terrible buffet breakfast comprising of cold omelets, damp channa bhatura, warm juices and lukewarm tea/coffee. Once we got back to our rooms at 11 AM, no one had bothered to pick up last night's used utensils with leftovers kept as it is. The bill arrived at 11:30. Upon seeing that a hotel charging close to 5000 rupees for a DBR had charged 40 rupees for the only ice bucket they gave us, we actually had a laugh on our face than anger.
We demanded a word with the manager at the time of check out. The manager, Mr Lalit was least apologetic about their services. He told us that it is well known that they wouldn't serve even water or ice after 10 PM and according to him, this was the norm among all hotels in Kasauli. He told us they couldn't afford to keep any staff overnight in a hotel with 21 rooms. He told us if any of their guests are coming to check-in after 9:30-10 PM, they make it a point to call them to categorically tell them to either have their dinner beforehand, else they would have to sleep early because the hotel cannot serve even water/ice/boiled eggs/toasts after 10 PM. In short the service is non-existent after 10 Pm until 7 in the morning. Mr Lalit told us that all of their staff was very troubled by us last night and theirs is a family hotel. He told us that they never give rooms to a group of friends, they give it only to families. And that we got the booking at their resort only because we booked through MakeMytrip, had we called them directly they would have refused to entertain guests like us. (I reiterate we were all doctors from respectable families in Delhi)
We thought it would waste to explain to these people about hospitality because they seemed to care zilch about it. We picked up our bags ourselves, thinking that it would be too much a burden on this so called three star resort to send someone to pick our bags. It was our worst ever hotel experience. We heaved a sigh of relief upon exiting their premises as the horrible stay finally came to an end.
I would never recommend anyone to stay here.
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