The LaLiT New Delhi in Delhi City

*Poor hospitality - hotel staff lying to guests & downgrading guest’s room type during their stay*

This is my second time staying at this hotel, as I find the location and facilities suitable. However, I am extremely disappointed this time due to the poor level of hospitality.

I booked my stay from February 11 to 14 initially, and then added one more night on February 10. We arrived at the hotel at 23:45 on February 10.

When we checked in, we informed the staff that we had two bookings. At first, the staff asked us to check out and check in again on February 11. This was very strange and inconvenient for us. After some discussion, the staff said we did not need to check out and check in again on February 11. The room type was also upgraded to a suite, and the staff assured us that this upgrade would be valid for the entire stay until February 14.

On February 11, around 16:00, we received a call from the hotel informing us of issues on the entire 11th floor and requesting us to move to another room. This was very disturbing, as we had just checked in late the previous evening. Unpacking and repacking our bags exhausted us.

The staff assured us that the new room would be of the same type as our current one. However, when we moved and reached the new room, it was a standard room. We are disappointed that the staff has been dishonest. How can a hotel downgrade a guest’s room during their stay? This is absolutely unacceptable.

When we called the staff, they claimed that we had to leave the suite because it was full. The reason given earlier (issues on the 11th floor) was a lie. Moreover, we did not receive a room of the same type as our original one. This has been a completely horrible experience for us.

When we returned at night, we saw that some guests were going to the 11th floor, which indicates there are no issues there. This clearly shows that the staff's explanation was false.

I hope there will be an explanation. Is this discrimination because I am not a local Indian? I also believe that better training for your staff is needed. This kind of hospitality only damages the hotel’s reputation.

I am also providing the upgraded and downgraded room type as a proof of this comment.