Sarovar Hotel — Terrible Service

I would like to highlight the poor service received from your Vrindavan hotel - Nidhivan Sarovar Portica. I checked in hotel on 22nd Dec 2020 and checked out on 23rd Dec 2020.

I had booked with hotel from MakeMyTrip website with booking Id "NH[protected]". On 22nd Dec, at around 10:45 PM, I complained with hotel for blower not working. Initially, they ignored my complaint. Later, they said that they need to run blower for entire hotel so if I can adjust without it. Then, I complained it with MakeMyTrip with complaint number “[protected]”. They called to hotel and confirmed that it will be resolved now.

The electrician came, did something with AC Panel and went. After sometime, I called reception again that issue is not solved. Again they ignored my calls. I called to MakeMyTrip again and raised complaint with complaint number “[protected]”. Later MMT calls me to inform that as per hotel, they have already provided blower in the room which was totally lie. After this, MMT made the conference call where hotel confirmed that they have not provided blower and will send the electrician again. This has now been around 1 AM when electrician again did something and confirmed that it would be working now. But still issue persists but I better feel to sleep at that time.

Now morning at 8 AM, I called to reception again and informed them the blower is still not working and is never fixed with multiple complaints. The same electrician came and did something again and asks us to wait for 20 min to get blower heat up the room. After 40 min, when it did not work, again I called to reception to fix it, some other electrician came and accepted the fact that blower is not working effectively. He said he will do something from backend to get it fixed.

After that, I called reception multiple times for 1 hour but they did not send any one. Finally, I could call Mr Amit from Reception to room to check the blower by his own. He himself agreed that blower is not effective as it is in other room. It has been 11:15 AM when we were packing to checkout. He just apologies and informed that he cannot do anything now, the person who was at night duty should have corrected it. Now nothing can be done and he apologies for this. I requested if I can get apology in writing for poor service but he denied.

This is incident regarding the blower. There was another issue related to Milk. We had 3 years old child who was with us. At 10:45 PM, we asked for Milk for child where they informed that canteen gets closed at 10:30 PM and no service can be provided probably, due to COVID guidelines. They suggested us to go near to Prem Mandir and purchased by ourselves. When we complained Blower issue with MMT, I had also mentioned this point. On response, they also confirmed that they will arrange Milk in a while as well and I don’t need to go to outside. We waited but at around 12:45 AM, they said they cannot provide it and I have to manage it myself. Thanks GOD, I discussed it over mobile phone call where the calls are recorded and the initial confirmation on milk was captured.

Third, which shows Ethical issue as well. When we did checkout from hotel, I mentioned that I will provide my feedback on your portals. On this, they offered me 100 rupees or waiving off Milk charges to forget all incidents and close the complaints. This was beyond my thoughts. I put 100 rupees cash from my pocket to reception to give Milk to their children. You can check the CCTV footage of the hotel.

Just one line on COVID guidelines, they are not following it at all. Check your CCTV footage for hotel how the house keeping who came to arrange extra bed was without mask or electrician coming to room to fix blower was without mask on face.