Our stay at the Golden Tulip in Jaipur was by far the worst experience we have made so far regarding customer service.
Due to a missunderstanding which was caused by poor english skills from a reception staff, our stay ultimatley ended by getting kicked out of the hotel.
We booked for 2 nights and decided to extend our stay for another night the next day. However, instead of booking this night online we simply went to the reception and asked if we could stay for another night for the same rate. The staff at the reception said it is absolutly no problem. In order to make sure we asked again and he replied with "don't worry it's confirmed".
The next day, however we recevied a call from the front desk asking us when we intend to check out. To our response that we are not checking out for another day, since we extended our stay with the front desk we received the answer that we cannot stay since they do not have any rooms available.
We subsequently had long but destructive discussions with reception whose only response was "Sorry, you have to check out, we don't have any rooms available" and no-one seemed to care that we had booked the extended stay at the front desk. The only offer they made was to book us a room at another - lower standard - hotel much further away, however for the same rate we paid at Golden Tulip.
The culminating point of this dispute happened when the GM Mr. Robin Krishnan came and told us in an extremly harsh and aggressive tone (like we had never been spoken to in a hotel before) that we need to leave. He did not even care to listen that we extended with the front desk. He loudly and impertinently interrupted us several times and said, almost yelled - quote: "if you don't leave, we have to forcefully remove you".
To our question if the hotel could at least drop us at another hotel his response was, "we don't do that, you have to pay for everything on your own".
It is ironic to read Mr. Robin Krishnan's ususal responses to reviews where he claims that their guests are their number one priority. Well, from our experience this was absolutly not the case. We are not blaming the guy at the front desk who apparently misunderstood, but the way this whole issue has been handled by the hotel management is inexcusable and not acceptable in any way.
Not only did they kick us out, they blaimed us for the problem and throughout the whole time there was not one apology from their side.
We will never stay in any Golden Tulip Hotels every again and advise everyone, who cares about being treated right to avoid this hotel.
Stayed for one night only. Excellent stay. Cool and quite environment, Superb room, excellent dinner and breakfast. Thanks to the entire crew who was very friendly and helpful.
Will strongly recommend this hotel.Will surely stay longer next time.
I stayed there for 1 now night. It was a junior suite. Excellent stay. Buffet was very good. Taste was very good. People were very friendly. Location is very good. You can to yo the market very easily just by walk.
At check in we (my wife, daughter, mother and I) were told that we had been upgraded to better rooms from the first floor to suites on the third floor, even though we had booked (via a tour company) junior suites. Initially we were happy about this, and gratefully accepted the upgrade. However, the reason for the upgrade became obvious at about 8pm on the second (Wednesday) night. The hotel has a disco on the roof top (5th floor) and the loud boom boom of the base, vibrations and dancing could be felt and heard in our room until after midnight. This was seriously intense, with a deep throbbing bass and vibrations that rattled glasses.
We spoke with reception about this the follow morning and requested a change of room if a disco was to occur again that night (Thursday). Strangely, the Reception staff did not know if the disco was on that night, but confirmed for us that they would find out and move our room if necessary. We thanked them and left for a day of sightseeing. On return in the afternoon we checked with reception again. The initial response from reception was that the disco would be on and that my wife would get in for free as it was ladies night. When we said we did not want to go, but would want to move rooms, they suddenly were not sure whether the disco was actually on and would check (weird). We went out again for several hours and on return decided to do our own checking, we headed to the fifth floor and asked the waiter about the nights entertainment. The staff member was only too happy to confirm ladies night with free entry for my wife, and that the party would start at 8pm until at least 2am. With this information at hand we again spoke with reception, who initially did not know about the disco, then said the hotel was fully booked and our room could not be moved. At this point I raised the subject of a poor TripAdvisor review and after several minutes an alternate room was found. The reception staff where dishonest and disrespectful in their treatment of us. They treated us like they were doing us a favour in moving our room and like we were putting them to significant trouble. Subsequently we moved to level two, on the alternate wing to the disco (rooms starting from 01). The reception staff member who escorted us to our new room stated the he was doing this as a personal favour, at no extra cost and would appreciate a mention on a positive review.
One of the two elevators is also blocked off at 7.30ish on the disco nights to allow easy access for disco patrons, regardless of inconvenience for hotel guests.
There were some other hygiene issues relating to cleanliness, upkeep and amenities of the rooms in this hotel Ie: reused dirty and damp towels folded and place where you would expect clean towels, no toilet paper, no soap or shower cap replacement, power sockets hanging off walls within the room and in the hotel hallways, shower had extremely low water pressure.
The staff at this hotel are all quite young and lack customer service experience and/or pride and care for their role.
After our appalling experience I went back to TripAdvisor and found a number of similar reviews, each with a response from hotel management thanking the reviewers for the information and providing assurances that the information would be used for continuous improvement. This is obviously more dishonesty from this hotel, please do not give us your lip service.
I stay here. Room was little small in size and roof of the corridor was very down.
One thing was amazing there Lobby of the hotel its fantastic.
Restaurant was also good and food as well, Restaurant was in shape of a Train.
over all Good Experience..