Thank you for taking the time to give such a detailed feedback twice, the first time via an email to us on the 20th Nov. and presently on 29th January via Trip Advisor. At the outset I would like to say that we are a client oriented establishment and our business comes from happy guests.

With due respect to the reviewer we reiterate that the Panjim Inn is the first of our 3 painstakingly restored Century old Heritage Homes which offers an authentic Goan Experience. We are part of the WelcomHeritage Group which offers 40 exclusive Heritage Hotels in India ranging from Palaces to Traditional Havelis, magnificent Forts and Old Mansions, restored and converted into Heritage Hotels. As part of this group we maintain the quality standards stipulated by them.

Though we are not a Grand Fort or a Luxury palace all our rooms and public areas are tastefully furnished with Antique Furniture and Contemporary Indian Art and have an aura of Old World Goan hospitality. The above will be confirmed by various independent authorities including the Independent and the Guardian of the UK have rated us amongst the 50 best budget hostelries in the world.

We are a small family run hotel having had the Panjim Inn in the family for well over a hundred years first as a family home and presently as a heritage hostelry. For us, our guests are valued extended family whose comfort and well being are important to us and to whom we believe in providing value for money. We look forward to receiving visitors looking for an authentic Goan Heritage experience in a comfortable setting with modern amenities including airconditioning, tea-coffee makers and fridges in the rooms and do not have all the facilities of a large modern hotel of which there are several in town in the newly developed precincts.

We are in the oldest part of the city in Asia's only Latin Quarter of Fontainhas and space is a constraint unlike in newly developed areas.Consequent to our advent as a hostelry 30years ago we are proud to have breathed new life to an old and decaying locality consequent to which almost 200 people are gainfully occupied as a consequence of our efforts at sustainable conservation.

In keeping with our organization ethics of providing value for money and because of the discontent expressed by the guest we refunded full payment back to the guest inclusive of the night he stayed with us and the processing charges charged by the payment gateway even though our cancellation policy clearly states otherwise .

As already conveyed directly to the guest a couple of months back we regret missing the pick-up ( this certainly is not a regular feature) and would like to put on record that the only reason why the front office did not apologize for the same is that they were unaware of it at the time.( Our Fault! )

The room allocated to the guest has a Daikin split and the fan as far as we know is working fine. My colleagues at the front office tell me that they were not informed of issues with the airconditioner/ fan either during the stay or on checkout. The rooms are cleaned but being a street facing room some dust may have entered the room if the windows were kept open.
The old wing has been refurbished around 5 years back and the toilet concerned has a new wash basin with a new Granite counter put in around a year back. The tiling is an intricate china mosaic appreciated by most guests. In the old wing all the rooms have a hot water geyser. Yes, the toilet seat was slightly worn and has since been replaced. The room in question has original art work and antique furniture.

In his e-mail to us the guest mentioned the dining room had people with miserable faces and has attributed it to the quality of the breakfast. At the time of the guest’s stay the majority of our guests were highly educated clinical psychologists, Indian as well as from other parts of the world, who were taking part in a workshop conducted by a UNESCO accredited NGO managed by a well known Goa based Rhodes Scholar. This NGO has booked us for their training programmes for the upcoming year and have told us that the reasons for the same has been the authentic personalised Goan Ambience coupled with the art and furnishings and the quality of food .

Given the tariff we charge we do believe that our breakfast is quite sumptuous as has been confirmed by very many of our overseas guests some of whom have told us that it is the best they have experienced in the country. Breakfast comprises of Tea/coffee, 2 fresh juices, fresh cut fruit, eggs to order, toast, and 2-3 Indian dishes as well as 2-3 continental items. While not as lavish a spread as a luxury five star hotel, it is certainly hearty and wholesome. Furthermore should guests like something different we encourage them to let our staff know about it and we try and meet their requirements.

In conclusion we would like to once again thank the guest for the zeal and trouble taken by him in pointing out our faults and shall try our best to remedy our defects.