I have stayed at this hotel in the past a few times, and normally have quite a wonderful experience staying at this hotel, and have even written some glowing reviews. Unfortunately, my last stay left me feeling quite cold about the hotel, and I checked out early to move to a different hotel.
I am a Hilton Hhonors Diamond Guest, so in a hotel like this, that rarely has a 100% occupancy as it is in India, it is normal to receive an upgrade of one level in room type. In the past, I have actually just booked their Hilton Suite at the full rate, but this time, I decided to check out what their Junior Suite would be like, as I will have friends coming to stay in Dehli, and wanted to know which room may suite them.
So I booked an executive room, and was given the upgrade to the Junior Suite as is normal for Diamond guest in a hotel without full occupancy. The Junior Suite although spacious, had a pretty bad view, and I decided to enquire about moving to the Hilton Suite like I had stayed before.
I figured that by moving up one room category-- to the Junior Suite, I would then be able to get my Diamond upgrade one level to the Hilton Suite, which is what would have happened if I had just booked the Junior Suite to start with.
To my surprise, the executive lounge attendant, told me I would have to pay the full normal Hilton Suite rate, to move to the Hilton Suite, foregoing any Diamond upgrade. This seemed strange, considering If I had originally booked the Junior Suite, I would have been upgraded anyway.
I then spoke to a duty manager, who seemed to understand that I felt that by moving up to the Junior Suite room rate, I could move to the Hilton Suite, and get my Diamond upgrade benefit. He then offered my an upgrade fee rate that was higher than the room rate I would have paid for a Junior Suite.
For me, it wasn't so much about the price, but it was the lack of hospitality that was showed to a return guest, that has had some friends in the past stay with me in the hotel, and also stayed myself several times, and spent quite a reasonable amount of money with the hotel. The benefit I was asking for would have been given complimentary from the beginning if I had booked the junior suite, without any extra charge, and as the hotel wasn't full, I couldn't understand why I couldn't just move up my rate plan one category to the junior suite, and then get the upgrade I was entitled to.
This experience completely tarnished my previously very excellent feeling about this hotel. I have experienced much better service of this kind at many other Hilton hotels, that have much higher occupancy, and they were very accommodating, and didn't give the sense of just trying to get an extra 500, 0r 1,000 rupees out of you for no real reason. I was really surprised that the Janakpuri hotel even tried this.
The Junior suite I stayed in for the one night before cutting short my stay and checking out, was also disappointing. The glass between the bathroom and room, was quite dirty, with a lot of marks. The walls near the floor were also quite grubby, with strange red marks. The wall plaster also looked like it was moldy and buckling / crumbling, and this room was of a standard of maintenance that was quite different from my previous stays (perhaps as it was because the room wasn't on an executive floor.) The shower was also very terrible, and had very low water pressure, and didn't spray evenly out of the rain shower head. This was also not what I had experienced in the last few stays in executive floor rooms.
It seemed that there were a lot of new staff at the hotel, and the magic service seemed to have gone some what. Jyoti at breakfast was still there, and amazing as always, and Bhavika(?), in the bar still made the best cocktails. There was also one other lady from the reception / Front office who was also very charming and welcoming as always, but I can't remember her name. She took some photos of me near the flowers.
The new Executive Lounge attendant was too inexperienced for her role in my mind. Also the evening canapes were of a lower standard than previously.
The lobby the hotel still look very nice, but the lifts, and hallways on the non executive floors are definitely starting to show wear and tear, and need some maintenance.
I would still recommend this hotel overall, as the service is still very good, but just don't expect any special treatment for being a loyal or return guest.
The Pomodoro Italian restaurant is exceptional, some of the best Italian you will eat in Asia : )
Finally, didn't appreciate the concierge trying to tell me my luggage wouldn't fit into a standard taxi, when I had used several standard taxi's in the few days prior to move the same amount of luggage-- just another push at an upsell that wasn't appreciated by me at all, as I enjoy to meet and talk to local drivers.
Not sure if I will be using this hotel again in future when I need to stay in Dehli after my last stay. The sad thing is, that the locations and overall standard of all the Hilton Hotels in Dehli really just don't match up to what you expect internationally : ( Perhaps will have to forget about the points and on property benefit and stay at a non Hilton hotels in India.
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- Also Known As:
- Hilton New Delhi Janakpuri Hotel New Delhi