1. Delayed Check-in: Despite our voucher indicating a check-in time of 00:00 on July 7th, we were made to wait in the hotel lobby. This forced my 4-year-old and 7-month-old children to sleep in the lobby, which is completely unacceptable. I have attached a picture as evidence of this distressing situation.I strongly urge someone to convey to Ms. Nishita the importance of accepting responsibility for one's mistakes rather than trying to shift blame onto others. Her attempts to explain the concept o[censored]niversal hotel check-in time are irrelevant and contradictory when considering that the SOTC team had sent me a hotel voucher clearly stating the check-in timing as 7th July 00.00. Such unprofessional behavior is utterly unacceptable from a reputed brand like SOTC. Also
2. Lack of Information on Dubai Tourism Tax: We were not informed about the Dubai Tourism Tax beforehand. Neither during our phone conversation nor in any of the emails exchanged did anyone mention this additional cost. This lack of transparency is highly disappointing. Furthermore, when I requested to extend my stay in the same hotel, they refused to change my room, citing the requirement of the Dubai Tourism Fee. This was highly frustrating and unreasonable, considering that I had already paid the full amount for the rooms for a total of three days.
3. Miscommunication Regarding Hotel Details: Despite Ms. Nishita's claim that SOTC had already provided me with the hotel details, I can confirm that the email received on July 6th clearly stated that SOTC would share the hotel and other details at a later time. This was concerning as I had a flight to catch on the morning of July 7th.I would like to emphasize that we did not have the opportunity to check the hotel in advance, as the hotel details were actually sent to us on 6th July at 03:47 pm, not on 23rd June as claimed by Ms. Nishita. I kindly request you to review the email correspondence to verify this information.
4. Ignorance of Hotel Categories: When discussing hotel categories with Mr. Shazaan, I was shocked by his response. He claimed that every hotel in Dubai has spas and night bars, which is not true. I can provide examples of good and decent hotels in Bur Dubai, without spas or night bars, in the 3-star category.
5. Subpar Service at Barbeque Night: At the Barbeque Night, we experienced great embarrassment as we had to stand in a queue to receive food, and each person was only given one piece of barbeque chicken. This level of service is not acceptable, especially considering the amount we paid for the tour. During the Barbeque Dinner, to our dismay, we were instructed to sit on the ground, and to our shock, we discovered tar in our food. We immediately brought this issue to the attention of our guide, Mr. Ali, who promptly intervened and communicated the matter to the local authorities.
6. Unreliable Information on Dubai Tourism Fee: Ms. Pritam assured me that the Dubai Tourism Fee would be waived off, but later changed her statement. This inconsistency and lack of accountability have severely eroded my trust in SOTC's services.
7. Failure to Adjust or Reimburse Previous Payments: It was promised that the amount I had previously paid would either be adjusted in this trip or reimbursed to my account. However, no such adjustment or reimbursement has been made. I am grateful that I did not choose the option of paying the complete tour amount online, as I would have had to chase SOTC for my reimbursement.
8. Lack of Communication on Pick-up Time for Marine Cruise: The itinerary did not mention that we would be receiving other guests on the way, resulting in a roaming around for two hours for the Marine Cruise. This lack of clarity and communication is unacceptable.(itinerary Attached)
9. Non-Delivery of Snack Box and Dates: As per the tour plan, a snack box was supposed to be provided to each person, and dates were to be given to families. However, we only received the snack box during check-out while heading to the airport, and we did not receive the dates at all.The issue at hand is not merely about the absence of dates, but rather the abysmal services and treatment we have received from SOTC. It is inconceivable for any parent to witness their children sleeping in the lobby when we have paid for the rooms in advance.
The overall experience with SOTC has been utterly disheartening, and I am appalled by the level of service received. The treatment my family and I received is far below the standards expected from a reputed brand like SOTC. I regretfully inform you that I will not be recommending SOTC to anyone, be it friends, colleagues, clients, or family members, based on this nightmarish trip.
The only positive aspect of the entire tour was the Desert Safari, organized by Mr. Ali. His exceptional service and efforts made a lasting impression on us, and it is his name that we will remember, rather than associating our experience with SOTC.
I urge Higher Authority to thoroughly investigate these issues and provide a detailed response addressing each concern. I expect a prompt resolution, compensation for the distress caused, and an explanation for the poor service received. I hope that SOTC takes this feedback seriously and makes the necessary improvements to avoid such incidents in the future.
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