Good Hotel..Well maintained
by TKuldeep on
One of the good budget hotel in Secunderabad. Good location ,Well maintained clean rooms , Courteous staff ,services good.
Restaurant well maintained , good serving staff ,wide spread in buffett breakfast with quality maintained...
Keep it up...
Stay here at your own peril - if you are fine with being woken up from loud bangings at 1:00am and love cockroaches!
by ArpitaDe on
Such a shame! I travel to Hyderabad regularly for work and have been staying here since 2012. The location is near shops and restaurants (including the famous Paradise restaurant!), so, very convenient. I kept on going back to this hotel, even though standards have noticeably deteriorated. However, this time, I had the horrible experience of being rudely woken at 00:58 hours!
I first checked in for a night on the 18th November - even though it wasn't really ideal - the room had an unclean look about it (dirty upholstery and floor rug) - I put up with it as I was going to be there for less than 12 hours (plus I was knackered from a 15 hours' flight and had an early 6am start the next morning). The room wasn't exactly quiet even though I had specifically requested for a quiet room. And even though I noticed a small cockroach on the floor, I was too tired to call housekeeping - I dealt with it myself - killed the pest, tightly zipped up my bags to ensure none entered my suitcase...
I went off for work in the rural districts for the next 2 days. Even though my colleagues suggested cancelling my 21-24 Nov booking to stay in a better (and perhaps cheaper!) hotel in that same area, I stuck with my loyalty towards Minerva Grand. Big mistake, on hindsight!
Checked back in again on the 21st night. This time, as I was going to be there for 3 nights, I insisted on a quiet room. The room I was given was better than the last one - looked cleaner and better maintained. But looks can be deceptive. Immediately, I noticed cockroaches! I called housekeeping this time. They dealt with the issue and assured me they would do pest control the next day - it was too late to do it then as it was already 10pm. I left for work early next day morning with the instructions that the room be pest-controlled. Again, once I come back at night, I notice cockroaches crawling around! Call back to housekeeping again. They come, deal with the issue, and earnestly promise to do pest control the next day! The next day, Saturday, 23rd, once again, I leave instructions for pest control before leaving for work. I come back in the evening - no cockroaches. Finally! Great! Seemed like they had indeed kept their word this time. My work had organised an evening dinner, so I left for the party and came back around midnight. Still no cockroaches. Awesome! I had an 8:00 am'ish flight the next day. So, I decided to hit bed right away, wake up in the morning and pack. Just as I had fallen asleep, I was rudely woken up by loud banging noise. I woke up with a start, wondering what it was. Point to note here was that even though I had requested a quiet room, it wasn't really quiet. I was on the 6th floor and the outside noises (of heavy vehicles beeping while reversing, sirens, garbage clearing) kept waking me up on and off the previous 2 nights. Just as I was contemplating the banging seemed too loud to come from outside, the banging restarted and it was clear the banging was coming from either the 7th floor or from the room adjoining mine (I was in room 605). I called reception to enquire and complaint - they seemed surprised! The banging noise continued, and I called reception again to complaint - this time they said they would look into it. The banging continued. The first time I had called reception was at 00:58 am. Now it was 1:05, when I called them the 3rd time - they picked up the phone but without talking to me, hung up. The banging continued. I called the reception again and this time, being really angry, shouted at them. They assured me that they are enquiring and will let me know what is going on. Finally, around 01:15 am, the banging stopped. The reception called me to inform that the banging will not continue again - the issue had been dealt with.
This was very disturbing, esp. given that I had had a busy and tiring week and had an early morning flight. Just as I had fallen asleep, I was rudely woken up. I called back reception again to request to speak to the duty manager. I was put on hold for a long time to be told that the duty manager was not around. Given that I would be leaving before 6am (i.e. in about 4.5 hours' time) and my sleep was gone, I decided to go downstairs to the reception to make a formal complaint. I was told to email to complaint. I did that, at 1:30 am.
After a few reminders, I received an apology from Minerva Grand's Accommodation Manager, Mr Rajesh Kumar:
We deeply regret for the inconvenience caused to you in the midnight due to banging noise where we are doing a maintenance work of our A.C. chiller. It was not a regular maintenance work but it was a periodical maintenance work which caused lots of inconvenience to you. This is deeply upsetting news,as we have always made it our first and foremost priority to provide the prompt and hassle free service to our guests and to provide a fully satisfying accommodation experience to all our guests. We would like to extend one night stay complimentary voucher to you for your next visit where you were made uncomfortable by our maintenance work. Once again we deeply regret for the inconvenience caused to you at our hotel. We give you our word will do our best to make your stay comfortable in the future.
Quite obviously, my response was:
Dear Mr Rajesh Kumar, Many thanks for your response. I am astounded that the banging noise at 1:00 am was actually due to planned maintenance work of your AC chiller, albeit not of a regular nature!!! Do you, as a hospitality service provider, have any basic awareness of mutually feasible times for planned maintenance work? Thank you for your offer of one night's complimentary stay in the future, but no thanks! I no longer want to stay in a hotel that does not even have the simple basic awareness of acceptable behaviour! I would like to consider your statement "This is deeply upsetting news, as we have always made it our first and foremost priority to provide ... ... ... a fully satisfying accommodation experience to all our guests" as an honest admission. As such I expect refund for a minimum of one night's accommodation costs towards compensation for the massive inconvenience I experienced. I believe this is the least you should offer as a gesture of earnest redressal from your end. I look forward to hearing back from you on this at the soonest please. Regards, Arpita.
And then after another couple of reminders, this is the response I received yesterday:
Dear Ms.Arpita, This is with reference to your below mail,amount cannot be refunded as it is backdated,we shall be able to extend a complimentary room night only for your next visit. Thanks & Regards, Rajesh Kumar. Accommodations Manager. Minerva Grand Hotel.
I won't even bother responding back and obviously, will steer clear of the hotel too!
PS: I tried to submit this review without ANY overall rating for the property, but I am not being allowed to do so. Thus had to put 1 bubble. If I had the option, I would have preferred a few NEGATIVE bubbles!