Excelsior Luxury Apartments

The way the manager spoke to us was horrible. She raised her voice and challenged us with comments like, “you won’t get such a deal in this area, I bet” and “if you don’t like why don’t you cancel and go”. She even accused us of mistakes made by the hotel staff and said that for the things her staff hadn't taken, she would buy them for us if we gave her a list. That shows zero customer care. A week before our stay, the manager had agreed to give us a 3bhk apartment on the agreed date and had shown us a clean room. I expected that same quality. Instead, they first said our room was ready on the floor we requested, but when we arrived to claim it, they gave us a different apartment on another level with a rusty, unclean bathroom. The refrigerator wasn't cooling, the electric kettle didn't work, and there were no bathroom door mats. It was only for one night, but when we asked for help, staff came and then accused us of using abusive words. There was also a problem with our belongings. The night staff took our things but didn't hand them over to the counter, even though they knew we were using the pool and grill area. When we asked, staff first denied having them and said the night shift worker was tired and sleeping. They should have handed things over to reception or the morning staff, since they knew they belonged to a customer. After we asked the manager directly, our things came back in three visits. First they said they hadn't got them, then they brought them. The manager claimed we had abused the staff because we asked at reception twice to turn on the pool lights and got no response. I went to reception myself. They sent a man who said the lights were on, though we were asking for help because they weren't. With a grumpy face, he said, “it’s on don’t you see” and walked off. When we asked “where are you going”, he said the switches were over there and went to turn them on. Reception claimed that question was abusive. There was no proper communication between staff, and they had attitude as if we were staying for free. The staff are hopeless and the manager completely unprofessional. Irresponsible, inefficient, and incompetent service.