Dear Sir/Madam,
I am writing to formally register a complaint regarding the highly disappointing and distressing experience my family and I faced during our stay at MTDC Resort, Aurangabad, where we stayed for 4 days and 3 nights in Room Nos. 202 and 203, Ajanta Building.
Unfortunately, our experience fell far below the standards expected from an MTDC-managed property, both in terms of service quality and guest safety/management.
1. Non-functional Room Facilities & Lack of Response
On the very first day of our stay, we informed the reception counter that the telephone in Room No. 203 was not working. Despite repeated follow-ups during our stay, the issue was neither resolved nor acknowledged properly. Even at the time of checkout, there was no response or accountability from the staff, reflecting a complete lack of basic service responsiveness.
2. Extremely Poor Breakfast Management & Guest Misconduct
The most unpleasant incident occurred on the last day during breakfast. There was no proper management or supervision in the dining area. Due to this absence, a family (identified as an MP Gujarati family) took complete control of the coffee counter, collecting mugs and cups for themselves without following any queue or basic etiquette.
When we politely objected and mentioned that we were waiting in line, the family members responded in an aggressive and inappropriate manner, shouting at us and insisting that we should speak in Hindi as they did not understand Marathi. This behaviour was not only disrespectful but also deeply disturbing.
What was most shocking was that no MTDC staff member, supervisor, or authority intervened to handle the situation or ensure guest safety and decorum. Such incidents should never be left to escalate between guests.
3. Incident During Checkout & Denial of Complaint Process
The situation further deteriorated during checkout when I requested the complaint register at the reception. Instead of addressing the request, the staff disappeared from the counter, leaving us unattended. Shockingly, the same family again approached us and initiated another confrontation, once again with no intervention from MTDC staff.
This level of negligence, absence of management, and disregard for guest grievances is completely unacceptable, especially from a government-run tourism establishment.
4. Overall Experience
The lack of staff presence, failure to manage basic guest services, inability to handle conflicts, and denial of a formal complaint mechanism has left us with a very poor impression of MTDC’s service standards. What was meant to be a pleasant family vacation turned into a stressful and unsafe experience.
Request for Action
I request MTDC to:
Investigate the incidents mentioned above
Take appropriate action against the concerned staff and management
Improve supervision and guest-handling protocols
Provide a formal response acknowledging this complaint
I hope MTDC will treat this matter seriously and ensure that such experiences are not repeated for other guests in the future.
Looking forward to your response.
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