Since I had a 2 day function to attend at Vasai , I decided to cut out the travelling to and from Mumbai over 2 days and find a place to relax and unwind instead. After much scouting , came across the Golden Tulip Vasai Hotel and Spa. The first thing we dicovered to our frustration after getting there was . There is NO SPA. The only relaxing treatment available to "women" was a head massage and a foot massage. So relax and unwind would just have to mean lounging on the bed watching TV :( . Now I will first list out the good points . The property is really grand . Its a tiny hotel by 4 star standards , but the interiors , the layout of the hotel and rooms just brings one word to mind " gorgeous" . The decor from the time you set foot inside the property , just off the dusty and busy Mumbai Gujarat Highway is , luxurious. We had booked a Deluxe room . As we went there we wanted to upgrade the room , so we asked to see the suite and the Executive room to choose which one we wanted to upgrade to. We finally chose the suite. The room was grand. There was a sitting room , a bedroom at the entry level with a bathroom with a shower cubicle and a bath tub. There was a bedroom at the mezzanine level too, accessed by a staircase in the sitting room. This too had an attached bathroom with shower. The Beds were comfortable , area spacious, both the beds had TVs opposite them. All in all , everything you would appreciate in a suite.This unfortunately is where the good ends. The Suite had multiple non functional things . The mini bar , which looked more like a wine cooler than a fridge. It was empty and even after switching on , did not cool for hours. The TV in the upstairs bedroom was not working . A technician was sent who fiddled and managed to get it up and running. Next the non functional fridge was reported , a technician came , fiddled around , left . He then came back with another guy , who fiddled with it and then left. He eventually came back and said , this is not working and I shall replace it. He came back with another fridge and said , please let it cool for sometime. Finally even that could not cool a bottle of water kept over night. I had to ask for an ice pail to eventually keep the small bottle of milk I had to keep cool. The hotel site mentioned that a fruit platter was offered to guests to Suite and Executive Room guests , which again we had to ask for . The front desk person was vehemently denying any such courtesy extended to guests , but eventually sent a person up with terrible quality fruits , cut and arranged on a plate. Even a banana was sliced and put in the plate. Pathetic is an understatement for the fruit platter. Next we needed to use the in room electronic safe to keep our valuables in as we were leaving the hotel post dinner. That was the only time we were going to need the safe . After much pressing of buttons , we realized it was because there were no batteries in the safe. We saw no point in getting someone to come and attend to it as we were in a rush , so had to carry everything with us . Next morning more annoyances were in store. There were no toilet supplies one associates with a suite. The drawer had 1 ransom shower cap packet , a dental kit and a sanitary bag. The steel containers with shower gel and shampoo were unclean. The label from one was corroded due to . There was one manky bottle of moisturizer with a wet and dried label. Just felt very yucky to use these items. Such a sorry state they were in. Next surprise were the towels . One of them was anything but white , the other was torn in 3 places. A Hotel that calls itself 4 star? How much worse were things going to get. At the restaurant at Dinner , we had walked in with our own bottle of water , yet the manager conveniently charged us for a bottle which we never ordered , just because he saw a bottle on our table and presumed we had ordered it ( his words ). When he eventually deducted it from our bill , he just deducted the amount of the bottle , without bothering about the taxes he had levied on it ( The difference in amount was just Rs 5 , but look at how much damage it did to the brand name here) . The waiter got us a complimentary basket of papads , which I asked to be roasted well as they were absolutely under roasted. he said they were complimentary , thereby implying that since it was free , I should not be picking on it. When I insisted that I need them to be well roasted , or he can just take it back , he was very reluctant. Guess he was caught in conflict between his inhospitable alter ego and his hospitable won , because he pretty much disappeared along with the basket of papads and returned only when we were almost finishing our meal. Guess the hospitable self won! All in all it was an extremely disappointing stay, and sad because it was such a lovely property. They had speciality restaurants , which were shut even though it was a weekend. The swanky sounding coffee shop was shut too, with just a patisserie display case exhibiting some sorry confections. So what i deduced from this entire experience is that it is a study in how lack of training and pride of possession in the staff can run a business to the ground. While the Hotel was a part of an International chain , they managed to bring in the rural feel of the location into the hospitality. The staff had no idea that they were a part of a larger brand name and honestly they did not care . The Front office staff was the coldest I have encountered yet , even to someone booking a suite , I wonder how a guest booking a lowest category room is treated. Even after I had brought all this to the attention to a front desk executive , he insisted on defending and justifying EVERYTHING !!!! Go figure.