Ginger Hotel — poor hospitality & careless activities

Address:	Surat, Gujarat, 395007
Website:	www.gingerhotels.com

In advance i like to say thank you complaint board for your valuable supports at all times.

Case 1- on date: 06/08/2018, at 3:42 pm, i sent the mail to hotel ginger for booking of our rooms (2person - 2rooms, 1 standard & 1 superior) from 08/12/2018 to 14/12/2018 & 15/12/2018 as it's our business trip to essar steel-surat. But after several discussion with the central reservation team & surat reservation team finally i got a mail response from their team at 7:18 pm. Afterwards due to some undesired mail response once again i send the mail to them to know the break-up details of 2 different rooms/night & want to know the payment provision during staying can be possible or not. But till next day (07/12/2018) up to 11:10 am, i didn't get any response from the team of ginger. Nevertheless, several discussion & curiousness about our booking as it's urgent and 1 of my korean colleagues already started his travel from korea.
(N. B.- they charged rs. 71493.99 /- advance payment for our schedule booking periods without clarification on per night stay rates)

Case 2- due to too much delay response i planned to book 1 night stay for us (08/12/18 to 09/12/2018) & after arrival i would like to extend my booking & payment thereof.
Hence, as per my planning on date: 07/12/2018, at 11:10 am, i had booked 2 (Two) standard room at ginger-surat for 1 day for myself & my korean colleagues (Mr. Young soo kim) directly from ginger hotel website (Total cost is rs. 7785.40). But what happened, during booking wrongly i put check in date - 07/12/2018 & out date - 08/12/2018. However, as per my business trip i would like to visit on 08/12/2018 evening & booking requirement is required from 08/12/2018 to 14/12/2018. (Reference: booking confirmation no - 64899sb001230)
Immediately after taking printout, i understood that there was a blonder mistake made by undersigned & within 3 minutes spoke with ginger hotel surat (No - [protected]) to modify my stay duration. But they informed me that they ain't authorized to do so & told me to contact central reservation team or modify/cancel & re-book the hotel by online.
I tried by online but unable to modify & modification pending reflects in my laptop screen.
Afterwards, i spoke to central reservation team (No - [protected]) at 11:30 am. However, this guy told me same that she is not proper contact person, suggested to not worry just wait about 1 hours as the reservation team is busy in their works and do the needful when getting free in between a hour, and in case of delay beyond 1 hour contact to surat reservation team (No - [protected]).
About 1 hour after checking nothing changed in my booking confirmation i send the mail to ginger team regards the issues at 12:01 pm.
In addition, at 12:37 pm i called to surat reservation team (No - [protected]) as suggested by central reservation team. This time also they are denied to help on this matter as directed me to contact central team as they ain't proper contact person. This time i replied them that how can i know the right person to contact in the subject issues as this number is only mentioned ginger website for the related queries? And after getting justification she transfers my call to their central reservation team. Central reservation team also respond the same. But in reply i told them that this call is transferred by your surat reservation team, not by me & there's not any other numbers given in the queries list other than this. However, i spoke with both your surat reservation team & central reservation team. After my strong reply she checked the booking status & discuss with me about my case-1 reserved status and payment requirements for confirmation of reservation in advance. I told her that till now i ain't getting any response from you as per my queries.in addition, due to delayed response i booked for 1 day & would like to continue my booking till 14th dec-2018 & payment also. But during booking wrongly i booked for 07th dec-2018 night in place of 8th dec-2018. I justified all the discussion to her.in response she told me to hold for few more times but i want from her to know the status of modification. After a long discussion she told me that they can't modify or cancel the booking. After several request also they denied to modify in any cost as this is their policy. She told me that booking can be cancelled before 24 hours prior to booking. However, i booked just 170 minutes (2 hours 50 minutes) before check in time & modification request generated before 165 minutes of booking & discussion by direct phone calls also.
(Let me know how can i get another 21 hours 10 minutes in this case? Is it possible to reverse the time? It's too funny; it's only possible in imagination of film/movie. What [censored]!).

Case 3- after unresolved case-2, once again i booked 2 standards room for 1 night (08/12/2018) stay in the same hotel for both o[censored]s. (Reference: confirmation no - 64899sb001235 & 64899sb001237). Total cost is rs. 7785.40 (Rs. 3892.70/room/night)
This time we reached at hotel around on 08/12/2018, at 7:50 pm. But the receptionist (Service associate) handover both room keys (Room no - 27 for mr. Kim & room no - 25 for me) to us. Whereas, the lady receptionist asked to me for wait another 15 minutes for housekeeping of room. (I never understood that as per hotel standard policy check in time is 2:00 pm but at 7:50 pm they ain't ready my room for handover). However, after standing about 10-15 minutes in the reception for preparing other activities i. E., form fill-up, etc i visited to my room for fresh-up for about 7-8 minutes but observed room is totally dirty as somebody used that room few times back. As i have some other works in outside, i visited to outside with my agent & asked to the service associates again for complete housekeeping. After finishing my works, i return to hotel about 11:00 pm. When i enter to my room observed same dirty condition i. E., hair falls in the bed, bed sheet is dirty & not changed, pillow also, towel is little wet, used soap is remained there, some black spot over the bed seen. Immediately i asked to the service associate (Mr. Anil ranka) regards the housekeeping, but he denied & told me that he ordered to their house keeper for cleaning twice and cleaning is carried-out by them. Hence, i asked him to come with me & witnessed the fact.
After observing the real scenario, he realized the mistakes and in his intelligence he offered me to shift superior room (Room no-317) with no extra cost (Note that i booked & paid for standard room. But to cool the customer, he used his presence of mind & shifted me to the superior room). Really i appreciated on his intelligence but denied to accept that room. But he requested me to use that room for the night. He asked me to check the room condition & contact him if any issues admitted. Thanks to anil ranka for his well matured activities.
But after few hours i saw some hairs sticks in the pillow & above the round tea table (See the photographs attached for your self-explanation).

Finally i am very sorry to say that is it tata code of conduct? Is it the policy of ginger? Is it their ethics? For your information i didn't used their bed over the night for sleeping except using a laptop table & chair, 1 tea & wash room. Even i didn’t take the rest for a single second, as their activities really hurt me a lot. The receptionist took more than 9 hours to handover the key of room and nevertheless desired housekeeping is not observed in any condition.