1. Why are you in this hotel in this city?
I have already written about my stay at Westin Gurgaon. I saw a deal worth stealing
( the last moment end of the year deal with the hotel tariff priced at 5200 per night).
I reached the gun and grabbed it with both hands. The deal happily coincided with my plans for meeting the family for new year celebrations. I figured out I might as well kill two birds with one stone: chill kingsize and review the hotel while I was in it.I entered Delhi and drove straight up to it.
Unlike last time, I got to properly relish the hotel. An added bonus was having my friends putting up next to me at the same hotel due to the fabulous deal.
2. Check in
I have already written about the hotel in the past, and hence I will neither be reviewing the Fitness centre nor posting a lot of breakfast pictures.
Instead, I’m going to focus on what I was forbidden from exploring the last time(due to time constraints), especially the club lounge.
When I went to the reception, I believed the system hadn’t been updated. I had to categorically point out my newly acquired Platinum status. As soon as they confirmed my newly minted Platinum status, I was upgraded to the suite room, on the 8th floor, which was room no.824.
As soon as I entered the suite room, my mind was flooded with a nostalgic rush for the memories of St Regis Mumbai due to the sheer similarity between the architectural styles of the two. The room was huge. The living room was majestically large.
I found the room a little dark, though.
On the right was a large luggage rack. While on the left there was a work table plus a comfortable office chair with wheels. I didn’t like the location of the table. I wish it wasn’t in the corner of a room. I wish it were closer to the window where I would be little away from the monotonous environment.
There was large middle table after that. It is surrounded by a comfortable modern style couch. There was a leather stool opposite the couch. The room felt spacious.
There is a TV opposite the couch. The bedroom is separated from living room by a slider door.
As you enter the bedroom, you are greeted by a large king sized Westin Heavenly bed. I just find them super snuggly at night. I had a hard time getting out of the bed.
There is a lounging chair at the end of the room near the window with a round corner table adjacent to it.
The room had a nice iPod dock. However, it is an old dock and doesn’t support the latest device. There are universal power plugs, and you can bring all types of pins to insert into the wall. There was a master switch that would kill all the bedroom lights. However, it didn’t kill the hall lights. I didn’t like that. I had to get up and find a separate switchboard. There are lamps too with their switches. I had to find those switches as well. It was a well-intentioned idea with mediocre execution.
Right opposite the bed is large TV. So basically you have 2 T.V.’s on either side of the wall. Interesting!
There is a transparent door that separates washroom from the bedroom.
The washroom is just fabulous. As you enter, you see a large soaking tub.The soaking tub is excellent, and you can order room service to provide you with bath salt and foam bath. The tub is remarkably inviting.
The view from the room to washroom
The washroom to the room view
Some more soaking tub love
On the left is double sinks with huge storage space. There is an entire wall that has sinks. Sinks are modern.
On the right is large closet to store your stuff.
As you know by now, my preference for partitioned toilet and shower cabin was well taken care of.
The toilet had spray bidet. Great! Plus it was inside a partitioned cabin.
You have both options for the shower. You have hand held shower and rain shower. The shower temperature and pressure were both fantastic points.
5. Food and Beverages
The chef was kind to me on the first day and served me great dishes. Chef made me noodles, some special Idli, open sandwiches and quinoa salad. Whatever they served was mouth-wateringly delicious.
After two days of missing the lounge. I finally decided to explore it. After all, it wasn’t going to review itself.
I found the club lounge rather small compared to Westin Garden City Mumbai.
The spread consisted of nori rolls, salad, cold cuts, and cheeses.
Most of the desserts were non-vegetarian.
There was some bread.
Alcohol options were limited but decent. I wish they had some warmer options on the menu as well.
This time around, my experience with the hotel was an absolute disaster. It grew tragic with every passing day. I’m yet to see so much potential for guest satisfaction, so frivolously squandered.
On the first day, there was an unannounced fire drill. I had absolutely zero clue that was about to happen, and I was subjected to sheer torture and confusion. It was physically painful as my eardrums started raging and I experienced an atrociously painful headache afterwards.
I wanted to check out immediately. The hotel, thankfully, did apologise for that.
Next day I had family visiting and assuming like all the hotels where baby food is complimentary, I let the baby have some food at the coffee shop. Everyone knows infants can’t consume entire dishes. The hotel nevertheless decided to forego the usual niceties and decided to extort me for it.
Next day, they lacked staff, and there was nobody to help with club lounge. There was nobody to refill whatever food had been consumed, and it would take forever for the lounge guy to serve anything. You can consume everything that is in the freezer, bu the rest was a constant struggle.
As it was a new year, the food was also scaled down. I couldn’t get some service to save my life. If I ordered something, it would take forever to get done. Waiters forgot the order multiple times. They kept mixing up dishes. I am vegetarian, and I would keep getting non-vegetarian food brought to my table. I believe too many staff members were on holiday as it was around a new year. If you are expecting most of the workforce to be absent, then normal decency demands that you don’t try to mislead the guests to expect the same level of service. Such a chaotically dishevelled state of the hotel was painful, contextually and literally.
Even, the welcome amenity, the manager told me that by 4 PM would deliver it. I assumed it was same day 4 PM. Well, it came on next day noon. They provided us with some nuts in the room. It took hotel of this size to deliver nuts like 14 hours. How hospitable indeed!
7. Bottom line
On my first stay and even on first night everything was organised. It started going south from there. I realized a cruel prank had been played on me by staying here for an extra night. I had even booked an extra room for my family for new year eve. It felt like biggest atrocity I have imposed on my family who I was meeting after ages. I decided to get them out instead of chilling at hotel and playing cards with them and just relaxing.
I am not sure if I would repeat a stay with them. I would talk around and really understand their motive and policies before staying another night with them. Hard product is great. Hotel looks fabulous. The soft product left a lot to be desired. I doubt guests would keep turning up if they continue with such capricious behaviour. It might also be just an unfortunate hiccup induced by year-end festivities.