Reviewed by Loyal Patron/s of Taj Hotels, with the patronage spanning over 3 Decades/30 years and 3 generations.
This review (drafted without any prejudice) is primarily based on Room Stay at Taj Lands End and the Arrogant approach of the so-called Front Office Senior’s/Duty Manager and False Information/Confirmation by the Taj Innercircle team/Communication Gap between Taj Innercircle staff and The Hotel executives., and the Hidden T&C’s of the Taj Innercircle loyalty programme.
We are seasoned travellers and have stayed in range of hotel’s from 3 * superior – Luxury 7 * category hotels across the Globe.
We stayed in the hotel from 15 Nov 2014 – 16 Nov 2014., and had done the booking through Innercircle almost 2 Months in advance.
Initially the management and innercircle denied us the room/deluxe room (which we were looking for) stating that the hotel is full during such period, however, upon request for up-gradation with making additional payment (which they agreed upon – a que!), hence the room booked was an “Executive Suite” by paying the additional charges/over the room certificate, plus taxes.
Since Years we are a member of such Innercircle Gold Membership, and are aware of the T&C’s and “Subject to Availability” clause.
Then comes an email alert to Us (for the First time ever since our Years of membership with the Innercircle, which is renewed by Us annually upon payment of a handsome 5 digit figure) that a certain figure (good figure) of points will be “Expired” by the end of November 2014., and hence after much discussion and Assurance & Re-Assurance from the Innercircle executive we decided (considering from utility point of view) to receive certain certificate, against deduction of our Taj Innercircle Points.
TAJ INNERCIRCLE EXECUTIVEs (Pawan and Priscilla – who were accommodating and assisted Us with our booking, BUT were not aware of certain basic information and questions asked, for instance: since when/which year the Taj Innercircle Prg. has started ?!, Or, since which Year Did We become member of such programme etc. ?! which we asked them as We are one of the Most Regular Clients of Taj and its Loyalty Programme).,
To the Readers (both Management and other potential readers/Trip-advisor followers) of this review: Innercircle department has entire conversation recorded (for “Training and Quality” purposes) of the discussion, bookings, Assurance’s & Re-Assurance’s and hence they Or/& The Hotel Can Not be in Denial of the same., and hence I’ll try and keep the matter to the point in this review, as it may Just Go On beyond the normal review content matter., and become long, like an elongated story.
Before going to the hotel we Checked and Re-checked via telephonic query (even two days before the day of arrival around Wednesday morning 12'th Nov., at the hotel) that the Assured category of room’s, total 4 units, ARE ALL AVAILABLE. Mr. Ninad working @ Taj Lands End mentioned/confirmed the availability of such rooms.
However, When we arrived at the Hotel We were told that ALL SUCH Room’s are Booked/Pre-Booked/Not Available.
When we were unwilling to accept and requested politely/firmly that we should be given the assured room to Us as we had redeemed certain points and got an Up-gradation Certificate & confirmation that “Subject to Availability” the room’s would be provided.,
This gentleman Mr. Ubaid at the Front Desk, who attended to Us with the Key’s and paperwork almost ready for an Exec. Suite, call’s a certain Mr. Essa (who is the Duty Manager – An UNCOUTH Element) & he then starts with all the Same Old explanation’s, which we’ve already heard off and know off, and as I just smile looking @ my family after hearing him for a moment, this Mr. Essa say’s:
(with this Arrogant Tone and expression on his Face and Eyes): “Allow Me To Finish Please., Don’t Smirk/Snap at Me” (for which, later, then he conveyed a quick ‘forced’ apology).
Mr. ESSA (the uncouth element):
1.) Why such attitude and audacious behaviour and sly remark from your end ?!
2.) Kindly DO NOT forget that it Us/We As Guests that Contribute partly to the Fat Pay Cheque’s and Salary that YOU receive, by paying towards the Room and Stay Charges., and other spending’s at the Hotel.
3.) NO Warm Welcome to guests and NO Garland and Tilak (which is the Standard Procedure for the Taj Group to follow the tradition). Not that We Asked for it., and We Did Not. However certain other guests received the same, which we observed.
4.) I/We Do Not accept your apology, as you’ll DO NOT MEAN it., which was evident from the kind of treatment we received during our stay.
I request the concerned Department @ the Taj Lands End to TEACH Some: Basic, Proper MANNERS and Etiquettes, and How to Talk to/to Address Guests., to Such Rude/Sick/Arrogant Front Office Senior’s & person’s as they are the Face Of The Hotel and First point of Contact for the arriving Guests. We are in the Hospitality Industry, kindly please do not forget that.
WE WERE BLATANTLY DENIED FROM Getting a Room/Suite (Upgrade to The Next Higher Category), WHAT SHOULD HAVE RIGHTFULLY/GRACIOUSLY BEEN GIVEN TO US AS PER THE DISCUSSION and ASSURANCES (From the Innercircle Office). AND THE BOTTOM LINE REMAINS: THOUGH WE WERE NOT GIVEN THE ROOM., THE ROOM’S WERE AVAILABLE (The Hotel/Reservations, Mentioned the same upon our enquiry as stated earlier)., till the 11’th Hour ALL FOUR UNITS Of Such Suite Category were available.
I Had Confirmed, Re-confirmed with the management and hence Redeemed my hard earned TIC points for this particular purpose, which were going to expire as stated earlier in the review (hard earned - as we have Paid for visits to hotels/for our stay’s & dining at restaurants, and in-turn received such earnings in terms of TIC points and Innercircle points).
The Executive Suite (which we were allotted):
1.) Old, Worn Out furnishings and fixtures, shouting out loud for immediate Maintenance., (Pictures attached in this review for reference).
2.) Dusty and Dirty A/C vent, which affected our health. (Pictures attached in this review for reference).
3.) Dusty, Old, worn-out carpet in the room, even 3 * superior category hotels provide concealed wiring system in the room, for a base category room too., unlike the wiring systems in a “Suite” @ the “Taj”.
4.) NOISIEST Suite Room we have ever stayed in any Luxury/5 Star category hotel’s, ever. Throughout the day and even at Night and the next day, it/Noises persisted. (Constant: Banging Sounds, plumbing sounds, various other noises, probably of the Maintenance work or from other room’s, WE Do Not Know.) Last year too we had visited Taj Lands End for a Stay Over., stayed in a Luxury room, and had experienced similar Noise’s.
5.) NO complimentary bottle of wine, as stated in the website under such Suite’s Room category., they did not provide the same during our stay.
6.) NO Chocolates in the room, as stated in the website under such Suite’s Room category., however after a couple of reminders, they gave the same..in the evening.
7.) Despite our Requests/Complaining (Repeated Requests for the Noises to be Stopped)., NOTHING was done by the Management except “we are sorry for the inconvenience caused, we are looking into the matter”.
8.) Despite my repeated request to provide a Room on a Higher floor, they made sure that we got an ill-maintained room on the Lower floor.
Taj uses all flowery language, adjectives and words to describe its room’s, restaurants and other facilities offered on its Website., However It’s a Bitter fact that The Service Provided by such group & Many Tall Claims that they make on the Website is NOT TRUE/is Contradicting when it comes to visiting the Hotel in Person and experiencing its Services. There is a significant difference (ie. The Service & approach, the Experience is nothing close to the Claims that they make).
For instance (a very simple fact): “...Overlooking the Arabian Sea and located between the Eleventh and Fifteenth floors are our Deluxe room (396sq.ft) “with the largest room dimension in the city...””., this is the content used to describe the Deluxe Room category on its website., which is Humbug, False and Misleading.
I Request the concerned research team of Taj Lands End to come out of their shell & experience it for themselves, visit certain other Same Category Hotels in and around Mumbai and check out the so called “Largest Room Dimension in the City” Claim that they make. Please check out the Deluxe/Base Category room’s of, for instance - Westin Mumbai Garden City, and your claims and MYTH shall be shattered. There are many other points too., however there’s No Point getting into those details here.
Kindly, at least, give service to your guests equivalent to the Money’s worth (be it @ hotel or through Innercircle Membership, in both cases You'll are receiving Money) that you’ll charge.
It is evident from the Way., your approach (very casual) has become that:
a.) Either you’ll are doing very well, doing brisk and extraordinary business, and Do Not Need the patronage of your so called “Innercircle/Loyal Patrons”,
b.) Or you’ll are in DIRE NEED of Funds hence whatever/where-ever possible you’ll just keep The Room Inventory, and other services exclusively for the one’s who are willing to shell out loads of monies and give the “Innercircle/Loyal Patrons” service much later despite of Assurance’s., which probably explains your:
-sky rocketing prices for dining and room’s,
-Fluctuating/significantly Reduced meal/dish portion quantity/NO Standardisation here (it’s a serious matter and has happened on few occasion’s with Us very prominently over last two years., we have brought this to the notice of the concerned restaurant management who've acknowledged the same) vis-à-vis the Price you’ll charge (which keeps on Increasing :)), -discontinuing of points-balance slip for Innercircle members, Old/Worn-out/dated/Rusty/Tired furnishing and fixtures of a “Suite” Room,
-increase in salon prices etc.
It is evident from their approach that they are more keen to entertain and provide service to a Particular Set of clients.
BEWARE: they do intend to get away, by charging any random additional amount to your Bill, during check-out., which happened to Us this time.
The only saving grace during our stay was, and Our Gratitude goes out to them:
1.) The restaurant team @ Vista (Special mention for Mr. Aman Chandia – ARM) who made sure that we were attended to and comfortable.
The team of attendants during the breakfast too is good and try to give appropriate service considering the rush hour @ times., though they can do much better.
2.) The team at the Taj Club Lounge is good, accommodating and courteous., though the Club Lounge itself can Up the Charm and High Tea/Cocktail spread, etc. (Lounge at: Renaissance, Westin for instance are Much better, and actually gives a feel of – A Lounge).
3.) The Butler service & the House-keeping team.
4.) The team at Masala Bay is courteous and very good (though during this visit we did not dine there).
It’s Good that they have started off with the Wi-fi service In the Rooms (the Fact that they Charge a Bomb for even a Base Category room)., the related survey which made its way/mention in the Conde Nast traveller portal., however their basic Wi-fi plan is just OK!
TAJ Needs to wake up from its “deliberate/intentional Slumber”.
Should the management care to go through this review and choose to Revert by accepting its Various short comings, then it would be good., however if they wish to offer any Counter-Argument’s/Apologies (which they are good at) then I will revert to them, again, appropriately. As it takes, few weeks’ time to again post review/reversals on trip-advisor for the same hotel/entity.