Horrifying Experience – JW Marriott Mussoorie Walnut Grove Resort & Spa
When you book a $3000+ 3n/4d family vacation with a reputed chain as JW Marriott, you do expect service and hospitality. In our case, we faced multiple rude attempts by them to scam us out of an additional $1000, or more. To say the least, it was an unpleasant, harrowing experience.
Why am I sharing this?
As a travel writer, my obligation towards my readers is to arm them with the knowledge that makes their travel easier and keeps their journeys happy and safe. Sharing this horrifying experience and this hotel’s greedy attitude is an attempt to provide just that and forewarn them about the above possibility they may face dealing with this unscrupulous property.
As a person who takes pride in ‘Making Destinations Desirable’, sharing this ultimate negative experience leaves a touch of guilt in my mind. But twisting Arnab Goswami’s words a bit (with due apologies to him), ‘Nation must know!’
What happened? A blow-by-blow account
On the 3rd of February 2018, we made an online booking (2 rooms, 3n/4d each) on Marriott’s online portal. As is the norm, we received their confirmation within minutes (see the pic). The room nights were to cost us Rs.93,500 approx. (~$1435). We could cancel this reservation without liability until 9th February (2 weeks prior to the date of stay). All was well.
Over the next 48 hours, they had blocked our credit card twice over – once for ~Rs.93,500 (~$1435) and once for ~Rs.140,000 (~$2150). We were not alarmed as we felt it must be a mistake and they would soon reverse the charge.
Surprise Surprise
Closer to the date of our vacation, on 20th February, we received a surprising email. In the garb of sending us a preference form, they had casually slipped in that we had booked THREE ROOMS (and not 2, as per the confirmation we had received). A closer scrutiny of the email betrayed the objective of this mail to be just that – slipping in casually that we had booked three rooms (see the language of the mail in the pic above).
We called the hotel’s reservations department immediately and pointed it out to them that we had only booked TWO rooms. Regrettably, we ended up speaking with a rather rude reservations executive (some chap called Bakul). Rather than assuaging our apprehensions, he just casually mentioned hotel would be charging for THREE rooms. Our request to speak to the General Manager of the hotel was dismissed with a curt ‘General-Manager-is-not-available’. I wonder whether such people should have a place in the hospitality industry! Feeling helpless, we sent an email to the hotel reiterating that we had only booked two rooms.
A Rare Family Vacation Turns Nightmarish
After an 8-hour drive from our hometown (Gurgaon), we reached the hotel. Our check-in was a repeat of our telephone conversation and more. The check-in clerk again insisted that they would charge us for three rooms and not two (he claimed their records showed we had booked three rooms).
That is when Ms. Poonam Dhamdhere (Rooms Division Manager) intervened and sorted that issue out. She mentioned that it was not a process issue, but a staff issue. She profusely apologised for the callous behaviour of the hotel’s staff.
As we were being checked in, I pointed out that we had requested for one smoking room and one non-smoking room (see the hotel confirmation pic above). A hotel staffer (Himmat) disdainfully pointed out that the hotel maintained a non-smoking policy and the guests could smoke in their balcony.
As a seasoned traveller, I have no issues sticking with a hotel’s policy. Except, we have had a confirmation from the hotel about the smoking room. When I pointed that out to Himmat, he went on to further argue about the hotel’s policy. That is when I had to tell him to look at our booking form, which confirmed our ‘smoking’ room request. That is when Himmat vanished and Ms. Poonam had to again save the day.
As we waited for our room keys, another hotel staffer lady (I didn’t catch her name) mentioned we would be getting a higher floor room (we had requested for that).
Another Jolt
Ms. Poonam brought the room keys to us. When I asked if we are on a higher floor, she mentioned we are on their lowest floor. ‘Are we being penalised for protesting?’ I asked. She helplessly mentioned that they didn’t have any higher floor rooms that day and will ensure we are moved to a higher floor the next day (which she did). We resignedly proceeded towards our rooms.
As we made our way to their lowest floor, we realised we had to even change the elevator as the lowest floor wasn’t directly connected to their lobby level. We were truly pissed off by then. But having little choice, we let it pass.
Was that all?
No. It was a shameless display of greed all the way through. Let me share how.
Our daughter’s friend was accompanying us for this vacation. She had not been to Kempty Falls, a local attraction in Mussoorie. When we mentioned we wanted to go to Kempty Falls, the hotel staff tried their best to dissuade us from going there. Instead, they kept pushing various hotel activities so they could bolster their revenue. In fact, they tried to totally discourage us from going to any attraction of the destination unless it benefitted them (e.g. ‘Go for this trek, sir. We’ll send the guide and even pack some breakfast. Of course there’ll be a charge for it.’).
Anyway, since we had taken this family vacation after a while, we chose to ignore their greedy ploy.
Check-out Horror
While our final bill with all the meals, car hires and spa treatments exceeded Rs.200,000 (over $3000), we were aghast to see that they had tried to slip in expenditure that we hadn’t incurred – e.g. consumables from the mini bar. Despite a hefty earning from us, they were bunging in petty stuff NOT CONSUMED BY US.
Disgustedly, we settled the bills and drove off. It is a beautifully located property with a drop-dead gorgeous view (see the pic above). But their attitude and pettiness had made me determined to expose their greed.
Have you ever had an experience like this? If yes, please share it in the comments. In case you haven’t, any case share this post as much as possible for your readers’ and followers’ benefit.
When things go pear shaped for the hotel, defensive comments, whosoever makes them for the hotel, are not surprising. Everyone knows how it works. What is rather sad is how these over enthusiastic, perhaps a bit more than necessary, use terms that are uncalled for. What does one say when somebody says “it is juvenile to comment”. Or “just because you are a blogger, does not give you the right to plaster whatever you want”. And still more overeager when someone says “This is a new high in over entitled tourism! You sound like you have a serious ego issue rather than a serious inconvenience issue”.
Ladies and gentlemen, you have to know Ajay well before you make such invited or uninvited abnoxious comments. Ajay is not just a blogger but a worldwide best known traveller and photographer. Obviously he has the access to the best that world offers in hospitality. He is someone who who practically lives in hotels and out of his suitcase.
Ajay has not written this blog to please the doubting toms, who have made aspersions in spite of him giving everything in a graphic style, but to give a friendly warning to those who want to ponder at this. And quite many have. That was the intention. And he has succeeded. But the hotel is, for a change, at the receiving end.
Thanks, Ramesh, for nailing the intent!
Dear Mr. Sood,
We at Marriott take pride in our standards of service however, it is really unfortunate that you had to face such discomfort. While we make best possible efforts to provide highest quality in terms of customer satisfaction and comfort to our guests, at times there are technical errors which are beyond our control. We take due cognisance of the complaints and issues raised by you and apologise for the inconvenience caused. It is our continuous endeavour to make our guests’ Marriott experience memorable. Basis our GM’s telephonic conversation with you we have taken appropriate action against your concerns. He is personally looking into the matter and we assure you of corrective measures being taken soon.
We look forward to hosting you back in Mussoorie.
Dear JW Marriott Mussoorie Team
Your message is a damage control message. This is happening only after I have put up the blog post. Your GM was missing while all this was happening. He only had a telephonic conversation with me after the Marriott International got into the act. You are only stating all this to save your image. What is important is the quality of the service and staff, which was unsatisfactory. And I still have got no response or seen no action on this front. This was not only a technical issue because if it were, it would have been corrected once we emailed to you. This seems more like total callousness and disregard to the situation we were in. I await some real corrective measure, not just lip service.
Respected :
It was sad and painful, here in India business means cheating, well practiced by corporates to street hawkers.
Better lodge a complaint with police, send it to your High Commission in New Delhi, forget, matter will follow.
Enjoy your rest of journey.
Thanks, Suhas! Well, I am not travelling to India. I live in India.
You must pen this down on the Trip Advisor site as well bcz these ppl depend on the trip advisor ratings too much n their actions will only be seen their .
Apporva, thanks! You’ve got a point there!