Failed miserably to honor their booking
I was traveling to Mumbai on a short business trip and y flight arrives at the early hours in the morning. i accordingly made a booking for the day before so that when I get to the hotel at 5:30 am my room will be ready.
I was shocked when I arrived to be told that the room I booked is not available, and they are fully booked and will take a few hours before they give me a room! To me this is totally unacceptable. and Leela did not honor their booking commitment. The staff that handled the checking-in made a huge mistake of telling me that we don't have any room now.
Upon my displeasure and request to speak to the manager on duty, only them the hotel said that they will give me a temporary room until my booked room is available which I was told in a few hours (2-3 hours).
later when I went to get my room, again I was told that my room will not be ready for a few more hours! You can imagine my frustration and anger.
I booked Leela, as a few years ago I stayed at the same hotel and enjoyed the comfort of the room and hotel.
I was told by the hotel staff that as a compensation they would refund the one night that I paid that was not able to use the room I booked. I shall wait and see if this will happen or it will be simply just nice words with no action.
Leela, sorry you have failed me miserably and never again.
Comment from Hotel Management
24-Dec-2016 by Sameer Sud , Hotel Management
Greetings from The Leela Mumbai.
We would like to thank you for taking out time to share the feedback of your recent stay with us. Our team at The Leela Mumbai continuously strives to improve upon our existing standards and guest feedback helps us immensely to measure our progress in our quest of providing luxury hospitality.
We sincerely regret the inconvenience caused to you with regards to your experience at our hotel. Kindly be assured that the same has been taken up with utmost seriousness with the respective teams to ensure non-recurrence.
We have expedited the refund from our end and your booking portal has confirmed the receipt of the same.
If there is anything more you would like to share with us, which can guide us to make your next stay more memorable and comfortable, we would be delighted to hear from you.
We would request you to treat this as a one-off incident and not let it mar your overall impression of our brand.