Radisson Hotels review: Hotel Radisson New Dwaraka, New Delhi

1. I am a serving officer in the Indian Armed Forces and I had booked the hotel as part of a package extended to Indian Air Force for a seminar on New Delhi. Me and my team have been frequent guests of Hotel Radisson since 2019. We have always enjoyed your hospitality and has had good relations since then. The Indian Air Force teams have stayed in Radisson Blu Kaushambi, New Plaza etc during our exercises in Delhi and the stay has always been comfortable.

2. This is the first time that I have faced a situation where I was appalled at the deplorable state of services at the Hotel New Dwaraka, New Delhi, India.The period of stay was from 22 March 24 to 24 March 24, total 2 days. The stay was booked by the group conducting the seminar after working out the modalities and I made the individual booking later on.

3. The point of contact for us was Miss Barkha Gakhar and she was responsible for the group.

4. I had informed well in advance to Miss Gakhar regarding various requirements and she agreed and promised that they will be taken care of

a. Early check in due to itinerary issues - I had sent a mail and telephonically informed her as well as the reservation team so that I do not dace issues while checking in with family.

But there was no communication between the point of contact and the reception desk. Me and my family were kept waiting at the reception for more than an hour inspite of informing prior of my travel plans. Neither was the reception team aware of any such information NOR was Miss Barkha available to resolve the issue either in person nor on phone. She did not attend any of my calls and we had to wait after a long nights journey at the hotel lobby. The reception could have atleast offered a glass of water as a mark of hospitality but there was no such act from the hotels side.

b. Since the visit was an official one, I had requested Miss Barkha for 2 separate invoices - one for my stay as per the MoU between hotel and the group and one for the additional expenses incurred for the family. This was also agreed by Miss. Barkha. However, the billing desk refused to give me separate invoices saying that since it was a holiday (Sunday) he cannot make a manual bill and will send the bill on my mail after 2 days. (The next day was also a holiday - Holi). I agreed thinking they were actually restricted due to hotel procedures but later I came to know that the team in earlier shift facilitated the same on the very same day for other guests of same group. The team at the time of check out were incompetent to understand the requirements NOR has any guidance from any senior personnel. This was evident tin the way they interacted with each other. Again, at this point I requested them to contact Miss Barkha and once again she was unavailable even on phone. The situation was later explained to her and she told me that it had to be resolved at the time of billing and she cannot do anything now. She refused to acknowledge that the very reason I could not do that was because of the hotel staff and them not listening to me.

c. The above issue was taken up over phone to the duty manager (Ph no +[protected]). Even the duty manager (Mr. Deepak) attended the call after 5-6 calls. There was minimal help and although they promised they will help, they never took any steps to resolve the issue. I was aghast at the indifference and before I could say much they disconnected the call and thereafter stopped picking up my calls further. This was unprofessional.

d. I have tried to make contact with Miss Barkha but most of the times she promises to call back but never does.

e. Further, the room condition was not one that was at par with Radisson standards. The washroom had to cleaned once again as there were stains in the toilet and the kids refused to use it without being cleaned. I would reiterate that despite the fact that they were tired from night travel they were hesitant to use it. The room was also dusty.

f. The cleaning staff on the other hand were helpful and cleaned the room and washroom with a pleasant face. Kudos to them.

5. My main issue has remained unresolved that I have not recieved the invoice from the hotel till date and I have to submit the claim for hotel stay. I am requesting for my invoice for my stay with hotel seal.

6. I am not sure even if this mail will draw any positive response but I am still trying for the sake of old relations that I have with the hotel. I am attaching a copy of conversation with the point of contact. I also have the mail in which I have forwarded the requirements . However, the size of attachment does not allow any further attachments.

Hoping for a positive response. It will be appreciated if any body from complaint resolution can reach out to me. My number is [protected].

Regards,

Wing Commander Hasheer Hameed Vayu Sena Medal

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