| Address: | Hyderabad, Andhra Pradesh |
This is a strong feedback to the Country Club team under the incapable leadership of MR. REDDY and also to the company at large, from a thoroughly disappointed and aggrieved customer. They are a mockery to the service and hospitality industry.
I have written, emailed, couriered documents, registered complaints to various employees at different levels of Country Club but till date I have not received a single apology or redressal from anyone at CCIL. What kind of an organization is this?
To begin with, in Jan 2013 I, won a free stay at one of their resort. As per the sms, I reached Ansal Plaza office to collect this voucher and was asked to attend a presentation of the club to procure the free holiday voucher. I was given a choice then to opt for just the holiday i had won or to become an 'Esteemed' member of one of India’s largest leisure infrastructure conglomerate. I regret that I chose the latter thinking it would be the beginning of a wonderful holiday experience of my life, but it has been by far the most horrendous experience ever.
The EMI for membership was to be taken monthly (for 8 months) instead it was taken as a lump sum (Rs.140000/-) payment. Imagine the plight of a salaried Govt. servant having to deal with kind of payment at one go. Umpteen calls only resulted in buck passing between the bank and CCIL sales staff. The payment having processed, I gave up.
Thereafter in April 2013, I decided to avail the free voucher, for which I was asked to contact my booking agent Annapoorna. I did so and asked her the process for booking a holiday in May 2013.She took a couple of days to let me know that there was no availability in any of the places I had suggested to her, since it was peak season, and prior bookings were done for the same. I had a white season card and therefore accepted her reasoning. Thereafter I asked her to block my holiday for the month of August 2013.She checked once again and after around 4 or 5 calls(which I made) and five or six mails to her, I finally got a confirmation for that booking in May 2013, nearly 4 weeks later.
In May 2013 itself I wrote her another mail to book my membership holiday for 2013 at their Goa resort. The dates being- 26th Dec to 2nd Jan 2014.She took around a week to revert back to me saying that the booking for that holiday period hadn't yet opened and it would open only three months prior. Point noted, I chalked a reminder in my diary
On Sept 4th, 2013 I wrote to her once again with the same (Goa) holiday booking. I didn't get any reply for a week. Then after a couple of calls to Gurmeet, (her team leader) and around six seven mails to Anna, another three calls to Anna( since she never was available on phone) I got to know that the bookings for the said period had not yet opened. It was to open on 27th Sept.
On 26th Sept, as required, I dropped the mail once again to Anna, hoping for a prompt revert this time. But as always, not a single reply from her for over a week. Disgusted by the CCIL team's callous nature, I asked Gurmeet to assign another booking agent, who would be more prompt. She gave me Pavani's email id and hoping things would now be different, I then forwarded the booking mail to Pavani.
I got one mail from Pavani saying that the availability is being checked and then there was no revert from her on that day. The next day I got a mail stating that the CC property was totally booked. I wondered how a property gets fully booked a day before its booking slot actually opens. But then, already frustrated, I asked her to check the associated property Royalle Assagao for the same dates. Numerous calls and umpteen reminder and follow up mails later, I got a one liner from Pavani, stating 'Sorry, no availability for white card holders during this season'. Can you read through the absurdity of this statement? I was aghast!! If this is how you serve your customers, then why would anyone in their sane mind ever think o[censored]pgrading to a gold membership.
I refused to take this step-motherly treatment and asked to speak to her senior. Somehow, after a lot of arm-twisting I managed to get the mail forwarded to Mr. Vijender Reddy. He understood the whole matter and within a few minutes, I got a revert from him, that the dates were blocked for us.
I thought the battle had ended there but it was just too soon.
I got around 4-5 calls from your agents during the period of Oct-Dec to confirm my Goa booking. After confirming to each of them, I assumed all would be fine. As an avid traveller, I know hotel rules of check-in and check-out times and hence one day before travel, ie : on 26th Dec evening, I spoke to one of Royalle Assagao reception staff and informed them, about my arrival by 3.30pm as against their check in time of 2.00pm.They acknowledged and confirmed the same.
On 27th Dec 2013, I arrived at Royalle Assagao, Goa with my 6 year old at 3.15pm.I was greeted at the gate by their bell boy and my luggage was neatly stacked in the luggage carrier to be delivered to my room. I was beginning to feel a little pleased when I reached the reception counter with my booking receipt. We were given a glass of juice while waiting for our room key.
15 minutes later, the lady at the reception counter, told us that there was no room for us in this hotel now and so we were to go to a Hotel Delta where a room had been arranged for us. I was furious now. How could this happen? I refused to budge and asked to speak to the hotel manager. Another lady (Vinitha) came to the reception and tried convincing us (alongwith the country club co-ordinator) that they had allocated a suite to us but unfortunately that very morning the room had some AC maintenance issues. After driving for over 8 hours (we had left Pune at 5.15am) I could not understand how a service industry staff could be so indifferent towards its customers.
I called Gurmeet from the hotel itself and asked her to put me to Mr.Reddy or any higher official of CCIL. Meanwhile the Assgao staff, cooked up another story. They told me, they could give me a room provided I paid Rs.3000/- for their new year party which was compulsory for all residents of the hotel. I asked them, why wasn't I informed about the party earlier in the repeated confirmation calls from CCIL and even when I called the hotel on 26th Dec 2013.They had just one reply. .."It is compulsory Sir".
By then Gurmeet passed on the contact details of Mr.Mohan and Mr.V Reddy.I went to the reception counter and told them that I would create a scene there if they didn't give me the room key immediately. My daughter was thoroughly exhausted after the long journey and all they could possibly see was how to get us out of our pre-booked room in this peak holiday season.
Finally at around 4.00pm, we walked into our room (C-302) which had a double bed. As per our contract we were entitled to 3 people occupancy in our membership holiday. So I was puzzled as to why the additional room in the suite was locked. I called Mr.Mohan and rattled out the entire ridiculous situation that I was facing after having taken a CCIL membership. Luckily, for me, he seemed to care and asked me to enjoy my holiday there and leave the rest to him.
It was about 4.30pm when my daughter lay her head to rest on the bed and I wondered whether this was a kind of vacation I would have each time I used my 'Esteemed' CCIL membership.
Thankfully(at least there was someone) and true to his word, Mr.Mohan called me to confirm that things had been sorted with Mr.Rohan the hotel manager and there would not be any issues regarding our stay at Hotel Royalle Assagoa.He asked me to contact himself or Mr.Rohan if any issues arose thereafter.
At 5.30pm I called for room service and was billed (as against the CC member discount) for the same as per the hotel menu. Too exhausted after the long ordeal i just let things go.
Thereafter, at 8.00pm i called the reception to check about the bed for my child. Luckily, without any arguments there, someone was sent with the key to the extra room.
The next day at the buffet breakfast, when I told the manager that we were CC members. He said that C-302 shows a travel agent's name as per their current records and hence the billing was as per that. We asked him to clarify the same with the reception and only then were we given our 25% discount on food. I don't think the record was changed in the hotel system even till the day we left the hotel. With each meal we ordered we had to specifically mention the CC membership.
During our stay(27th Dec 2013-03rd Jan 2014) nobody visited us, neither the club co-ordinator nor Mr.Rohan. But since things went on smooth after speaking to Mr.Mohan, I had no qualms about that.
On 2nd Jan 2014 at around 4.00pm I got a call once again from Vijetha (reception staff) telling me that they wanted to shift us out of C-302 on account of AC maintenance work. I categorically told her that I would be vacating the room on 03rd Jan 2014 at 12pm so they were free to do the maintenance work thereafter. A few minutes of thought made her probably realize that I was clear on my stand and so she agreed.I left Royalle Assgao, with the worst hotel experience I have ever had till date.
Second holiday, Wingait Inn, Shimla- Once again a room which was smaller than promised and another associate property so I had to bear the food expenses.
Third Holiday, UNA Nandini-Dharamshala- Another room which was as small as the cow shed and at the top most floor. Which was very cumbersome because with a small kid, one would prefer a room nearer to the ground. After a whole lot of haggling with the staff on day two, we got shifted to the second floor but the room was shabby. Peeling plaster on walls, dirty floors, bathroom flush was not working and the whole room was like living in a 2 star hotel. Extremely disappointing experience once again.
Finally, frustrated with such horrifying and traumatic encounters, we decided to utilize the facilities of CCIL's '5-star' holiday hotel, Amrutha Castle, Hyderabad. Hoping this would chane our outlook towards the Company's properties. It is supposedly a high class hotel(as was told to us at the time of taking the membership) but once again, it fell short of our expectations. We were at first given a room which had urine stench so strong that we felt we were inside a urinal. After refusing to take that room they allotted another room overlooking the garbage disposal unit of the hotel. The bedcovers had stains and hair all over it. The bath tub had black greasy marks inside it.
They told us this was their last vacant room and hence we had to take it. We reluctantly kept our luggage there but decided to check out other hotels.
My daughter wept her heart out while entering the dirtiest bathroom she had been to till date. It was frustrating to have to deal with this on a so called luxury holiday. Even the food (buffet) was oily, inspid, flavourless and cold.
I can honestly say and proclaim to the world at large that CCIL and its employees are nothing but a bunch of daylight sophisticated robbers, who dupe naïve common man and fill their pockets.
Mr. Reddy is the least customer centric business man else he would have taken up a countless mails and complaints (couriered) to his office. All he is interested is to take photos with celebrities and ensure he is a page three arm candy. Sad to say Mr. Reddy, you and your staff at CCIL are a disgrace to the Indian hospitality industry. Its been 2 years since I have paid up my annual membership money, but I have not heard from a single employee of the organization. Their so called, redressal head, legal head (Ms. Kavitha) are all aware and updated on this cased but according to them, the client is just their money bag to riches.
I regretted having become a CCIL member too. My feedback form at all the hotel too states the same.I am a voracious traveler and have travelled to many places, within India and even abroad. I have stayed at reputed hotels like ITC, Radission, Trident, Taj, but I have never come across such indifferent, discourteous staff and such a detestable service and hotel ambience. I have yet to understand how CCIL claim's to be the leading company in the leisure and travel industry. After going through this ordeal with them I have found many more such disgruntled clients of CCIL. I hope they can be booked for making false promises to clients and delivering the worst kind of service to their members.
The only consistent and aggressive part of CCIL, according to me are their sales staff, who make calls more than regularly asking me to upgrade my membership and to avail the other benefits of CCIL at a nominal fee(buy real estate). Sadly, their aggressiveness is not at all matched by the service and hospitality staff of Country Club and neither by their CEO, Mr. Reddy.
I would also like Ms. Sania Mirza( who is the official brand ambassador) of country club to check the authenticity and integrity of the Company that she has associated her name with. Truly painful to see her image being tarnished by a man who has no idea of how to run a service and hospitality company.
After all, in today's tech savvy and social networking hyped era these things all add up to the face of your organization for your 'Esteemed' customers and also to your potential clients. So Mr. Reddy how do you want CCIL to be perceived ?
I hope registering my complaint on this site helps me get a redressal and also prevents other gullible people from falling into the trap of Country Club India.
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