Hotel Devraj Palace

Reception staff ignored calls, gave false excuses, and lied to guests. Food service was awful too: items were missing from my order, and they brought the wrong dishes even after confirming what I’d asked for. The lack of professionalism and basic hospitality made it a zero-star experience. Dear Management, Hotel Devraj Palace, Thanks for replying at length. I need to correct several defensive and inaccurate claims in your response. A discounted rate or a “special request” doesn’t remove a hotel’s responsibility to provide basic service. Professionalism, cleanliness, and polite communication should be standard for every guest, regardless of room price. Pointing to discounted rates as a reason to dismiss valid criticism is unprofessional. You described standard amenities as “special requests” fulfilled only after “repeated requests,” which shifts the blame to guests. Answering calls and giving accurate information are basic expectations from reception, not favors. My concern was how unprofessional and ineffective the team was. If staff consider basic communication a special accommodation, that reflects the problems I experienced. Nor does “peak occupancy” excuse repeated failures to provide basic service. Management should have enough staff to meet demand. You say I raised no complaint during the stay, but this review is my formal notice of the problems. Reception delays, which you acknowledged, made it hard to report issues efficiently. It’s the hotel’s responsibility to get orders right. Guests shouldn’t have to keep checking up on staff because kitchen and service systems failed. You also asked why I returned if my first stay was so bad. I gave the hotel a second chance because I hoped the first experience was a one-off operational failure. Unfortunately, the next visit confirmed my concerns. I again received poor service, missing food orders, and dismissive behavior at the front desk. That suggests an ongoing problem in day-to-day management, not a temporary issue caused by “peak occupancy.” My return confirmed the lack of consistent quality; it didn’t validate the service. Your reply reinforces my view that Hotel Devraj Palace has fundamental management and hospitality problems. Accusing a guest of “exaggerated or misleading claims” when the service failures happened again makes it look as if management cares more about saving face than making improvements. I’ll keep my honest account of both visits available so potential guests can make informed decisions.