I travelled in October 2011. The hotel had arranged to pick me up from the airport. The person I met there, Ganesh, was a warm talkative person. Check in was a breeze. Hardly took me a couple of minutes.

Real trouble started after the check-in. The room door would not lock from inside. I called for help. Instead of fixing the door, he told me the trick to lock it from inside by adjusting the door.
After a long sleepless and hectic night working on a presentation, followed by an early morning flight, i wanted to soak myself in warm water in the bathtub. However, even the bathroom doors wont lock from inside (not that it mattered because i was travelling alone). Moreover, the bathtub was one old plastic one with permanent spots on it. I had to take a shower, and then get ready.

Was shown to the restaurant. Bad experience there as well. I requested for a Dosa, which was not properly cooked. Left almost all of it, and then left the hotel for the day to attend to my purpose of visit.

On my request, the hotel had arranged for a car. The chauffeur was an arrogant, reckless driver. By the time I was back in the hotel, I was feeling dizzy. On reaching the hotel, I requested the front desk manager to send some disprin and the manager to my room. Interestingly, the person forgot both my request.

After half an hour later, I called up the front desk once again. This time they were swift in action. One gentleman turned up with the medicine, and listened patiently to the entire episode. He apologised profusely, and said that he will ensure that the rest of my stay was pleasant.

I stepped out of my room to go and have dinner. On my way, I noticed one gentleman walking briskly towards me. He introduced himself as Mr. Himadri Ray (apparently, the general manager of the hotel). Despite the headache, he requested me to reiterate the entire experience, which I did (and hated it). He was accompanied by another gentleman, who promptly noted down everything I had to day. Even before I realised, the other guy was on his feet cross-checking every complaint that i had, and confirmed it to Mr. Ray.

As a service recovery, they immediately upgraded my room free of charge (too bad, the upgraded rooms did not have a bath tub, and there was hardly any difference in both the rooms).

Himadri also spoke to the chef about my complaint. Since, I wasnt feeling well, I decided to have dinner in my room, and not at the barbecue buffet. The chef himself came along with the dinner. Another thorough gentleman. The food was good, rather delicious.

Next day early morning, I woke up to the sound of someone trying to break into my room through the door. Opened it to find another of their staff member who was instructed to deliver a plate of cookies and a fruit basket to my room, but wasnt informed that I was in the room. He too started apologising profusely.

The breakfast this time was good. No complaints there. The chef sent me a complimentary dosa.

I decided to spend this day sight-seeing and shopping. Given previous day's experience, they upgraded my from Tata Manza to Toyota Innova free of charge. The chauffeur this time was pleasant and well informed. We went around the city sight-seeing, went to some temples, and shopped for some sarees for my mother and wife.

I was offered extended check-out time at the time of booking. However, I was running late. Hence, I called up the hotel to check me out. They informed me that they have further extended the check out time to suit my late evening flight. I couldnt ask for more.

During the check out, Mr. Ray welcomed me to stay with them for the next trip (which was due the following month, however, cancelled out at the last moment) and offered a free upgrade.

Overall, while the hotel did goof up at a lot of places, the service recovery gestures were decent. It was more a case of old property coupled with lack of coordination (and not lack of intention).