[Resolved]  Club Mahindra — Poor service & false commitment

Reff: Membership Id No. 2539724

My family and I ( 3 Couple) recently took a vacation to Goa. We chose to stay at the Club Mahindra Varca Beach Resort. We had a booking for 3 nights for 3 studio rooms i.e.[protected] to[protected] but due to poor service and rude behaviour at the reception, we decided to check out on 15th feb 2014.

Following Problems Faced By Us.

Location: This resort is in south goa. Most of the popular beaches, shacks and casino (places that you would visit) are in north Goa. It takes more than 2 hours to reach popular destinations like Candolim, Calangute, Fort Aguada etc. So we decided to rent a car, but the tenant refused to provide the car, the moment he came to know we are staying at Club Mahindra Varca Beach Resort .

The taxi union outside the hotel asks for more than double the regular charge. They charge 30% more than amount taxi union charge at the Club Mahindra Emerald Palms which is not even 1-2 km away. The hotel staff behaves as a mute spectator and continued to express their helplessness. Hotel staff do not take responsibility of rude behaviour of the taxi driver.

Room Service: For every single thing you need to ring reception (Front Desk) it took us 20 min and 100 attempts to call front desk as the no. is constantly busy or no reply. They took 45 mins to deliver the lunch i.e also incomplete ( salt, onion, pickle, was missing).Then we ask to repeat the order of breads it took them 45 mins, top of that they got the incorrect order. We made a complain to the front desk and ask to speak to the duty manager but nobody respond. The food at buffet (Breakfast) pathetic, serve cold food. There were live counters for South Indian food there was only one guy at each of these stations( dosa, eggs, paratha, poori). There are about 10 people standing in front of each of them. I go to the poori and paratha counter and ask for 1 each and he gives me stuff that he's already made!!! I thought it was live counter!!! Sad state. No one cares to serve water.

Front office: Complete bunch of rude people, club Mahindra members are being treated as “Taken for granted” because we have taken the membership for 25 years and we are their slaves. Hotel staff do not have the courtesy to drop the luggage in rooms i.e. also need to be done by us. We think the staff are not really trained or expected to woo its guests, probably because of the timeshare concept. No Body Smiles, no one actually bothered about guests or their complaints and requests. Reception at any time would be full of guests who are either complaining or dissatisfied. They refused to take the Club Mahindra voucher which is given at a time of membership. Hence we had a loss of Rs. 7000/-

No response received from member relation even though after sending the complaint 5 times.

Regards
Mansi & Nitin Jain