This review is from my mother's perspective. This is the feedback she shared with the General Manager of the hotel 3 days ago on email, and 5 days ago in person when we had cut out trip short. No response from the General Manager yet. 3 days. At the outset, I would like to state that this mail is in no way directed at Rajshri, FOM, and Amit. Both have been very professional and helpful. But rather at the team in the hotel and specifically at Shalley from the reservations team, who has been instrumental in ensuring a very bad experience for me and my sons during our recent visit, when we arrived on 7 / 11, having booked a 3 night stay, but were forced to leave on 8 /11, the very next day !!! Shocking !!! I would also like to firmly state that I had been extremely clear about our requirements and expectations, right from my very first call to Shalley, on 23 / 10, and on multiple subsequent calls thereafter, including the day before we left for Mussoorie. Now, we were given a triple occupancy rates of 7500/, including taxes and breakfast, in a valley view executive room. For which I credited the stated advance payment. Before finalizing the booking, and during earlier discussions on calls to Shalley, I had clearly, repeatedly, courteously informed her that we were visiting Mussoorie after 21 years, on a deeply emotional trip, in my father's memory, that I was a heart patient, that we are a family of hoteliers, that we required a very clean room, with all relevant amenities, for 3 adults, including the extra bed. I also called her a couple of days after booking, to cancel, as I got to know about the many steps leading up to the hotel, which I would not be able to climb in my condition. I was informed there are about 35 to 40 steps, but Shalley insisted it was no more than 20, 25. Lie number 1. When I said we'd cancel, she said she would tell Rajshri to have the hotel car picked me up at the stairs, take me to the hotel terrace, from where I could use the lift. I also clearly mentioned that such drops would happen at least 4 to 5 times each day, as we would be out of the hotel. And I kept asking her to inform the entire front office team to be aware of this facility, in case Rajshri was unavailable at a particular time. Shalley kept saying don't worry. I called her repeatedly to ask her to tell the hotel team to ensure cleanliness and amenities in the room. Again, don't worry, was the response. Now follows the list of wrongs done to us as guests. 1) First was the stairs lie, as mentioned earlier. However, a solution was offered, and Rajshri and Rakesh were prompt in providing the car 2) Just before reaching, I got a call from Gaurav, who rudely informed me that no such facility is provided to guests. The matter was sorted, but if new staff is not trained, why am I supposed to listen to this rudeness ? This happened because he was not trained, more importantly, he was not informed. In fact, no one was informed by Shalley of this support that I nee
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