The St. Regis Mumbai in Mumbai

This time at ST. REGIS, MUMBAI. At the time of Check-in, Ms. Deshna was unpolite to talk to but i requested her if i can get an upgrade, please speak to the duty manager, she said FIRMLY I AM THE DUTY MANAGER, I requested again if you can ask someone senior or GM once as i am with family and your loyalty Elite member, she handed over me the business card of General Manager and asked me to write. I wrote to GM requesting if i can get an upgrade to a suite room as i am staying with family but got ignored completely. No response:(. I know upgrade is totally at hotel’s discretion and I respect that decision but ignoring a request from a loyal member was not expected.

Then I was told by one of the staff member that being Elite member, I can sit in the DRAWING ROOM AREA and can enjoy complimentary services like Tea, Coffee, water, snacks anytime and drinks during 6pm-8pm happy hours. I had all above while sitting there and couple of drinks during the happy hours only but I have been charged for everything I consumed there , when I raised my concern that I have been told it's complimentary for Elite members, they say happy hours are at another place at 9M. I explained them that it's not about getting charged but it's a common sense if I knew that happy hours are at some other place why will I drink here. Obviously, I will go and have drinks at that place only. Anyway, Deshna was called again and within a conversation of 1-2 minutes with her, she mentioned thrice that I gave you GM's email, you can write there. Soon I found out its useless to talk to an unprofessional rude girl. I explained all this to Ms. Muskan who was standing there with another staff member. She understood and tried to make it good and charged me just for the drinks. I had no choice and paid for the drinks and I thank Ms. Muskan for at least listening to me and tried to make it as good as possible. But I wonder, charging by fooling your loyalty guests is disgusting. I told her also that I am shocked why everyone is so egoistic here. Guests here are treated with:
NO COOPERATION
NO LOYALTY
NO POLITENESS
NO SMILE
and I have seen this only at ST. REGIS, MUMBAI. I had an awesome stay at ST. REGIS, SINGAPORE And I recommended that hotel to many of my friends. I always enjoyed my stay at other MARRIOTT BONVOY properties specially JW MARRIOTT JUHU & SAHAR IN MUMBAI AND I TRULY APPRECIATED THEIR WARM HOSPITALITY TO MAKE MY STAY COMFORTABLE AND ENJOYABLE BUT IT'S JUST ST. REGIS, MUMBAI WHICH GAVE ME PAIN AND SLEEPLESS NIGHT. I understand hotel might not have suite availability and I am okay with that but at least my email to GM should be responded.

We learn everyday from life and the experience I had at ST. REGIS, MUMBAI taught me how to ruin someone's day which is very bad and I do not want to take it further with me so I am determined to leave this worst experience at their property only and I will never stay at ST. REGIS , MUMBAI AND also will share my experience with others which will enable them to decide whether to stay at ST. REGIS MUMBAI OR NOT.