Yesterday, I wrote about my check-in at the Hyatt Regency Chandigarh. The hotel is a new hotel which just opened last year, and as such wear and tear should not be happening here. But somehow, the room I was checked into was missing an Emergency Evacuation Plan.
Now, as someone whose actually had a fire alarm go off and had to evacuate once, I highly value the presence of such stuff in the rooms. On my post, I had two kinds of views:
- I sounded entitled, too full of myself, pompous, making a huge deal out of nothing, silly, lazy and was fishing for a compensation. The interesting one was the guy who wrote I was in India, not Indiana, implying hence I should not feel the need for a safety card.
- I was entitled to my views. In the words of someone, If one has to pay extra for late check-out or that extra coffee after breakfast is over, the hotel sure as hell should pay for not having mandatory signages.
I did not really get a response yesterday, in fact through this afternoon from the Hotel. That is when the phone rang for the first time, and it was the Rooms Division Manager of the hotel on the line. We talked about what happened, and she explained that the situation wasn’t as bad as I imagined. Most rooms do have these emergency exit plans, and they would be investigating as to why did the one in the room I was assigned go missing.
Now, my concerns with this hotel were multifold. One, this missing piece of paper at the back of the wall, and then the lacklustre attitude of the management, who eventually took 16 hours or more to even start a conversation on how to fix this situation.
I asked them to fix the map in the room, and then we were good to go. But I was told that the room I was occupying was going to be immediately taken out of service, now that the management knew that there was a safety item missing, and the room was not going to be sold or occupied till the issue was resolved. And that it would take time to get the map redone for this room and fixed up there.
Since I could not stay in the room I had to pack up and leave, which can be a pain with all the wires we carry for our work.
In an honest attempt to make it good, I was offered an upgrade to a suite, which I politely declined. Now, I am not a Globalist anymore, and there are hotels such as the PH Goa who host us in a suite all the time, and I don’t mind. There have been incidents where we were booked in a suite and put up in a room, which I mind. But at other hotels, I’d like them to determine their love for me ahead of time looking at my loyalty to the group over the past years, rather than when there is a problem. It is my firm belief that Hospitality begins at the door.
I eventually have been transferred into another room of the exact same room category I was originally allotted, and I’m told that there is a Suite kept aside in case I wanted to try them out. Which I don’t think is happening on this trip.
For the moment, I’m just happy that I have this picture behind my door.
That is the current update. I do see the hotel has some well intended people, but the hospitality industry is only as strong as their weakest link, and I sure do hope the hotel works on fixing the gaps in their team. The GM just moved on from the hotel a while ago, and it seems there is no new determination for a General Manager at the moment.
I’m curious to hear what are your views the best resolution to this situation we’ve landed ourselves in. Clearly it was an error, and now the hotel is trying to be nice and all, and I appreciate the gesture, but I can’t accept it.