We were travelling in a group with children to visit the Ajanta and Ellora caves. The hotel lobby was beautiful as were the grounds. The rooms were lovely. The service was appalling: in the restaurant, the poolside, and the reception area.
Throughout our stay, the staff were a curious combination of obsequious and frigid. Staff were very eager to ask how things were but totally useless at dealing with any concerns or fulfilling requests.
On our last day, we ordered drinks and sandwiches at the poolside about 1.5 hours prior to our scheduled departure time. After 15 minutes, the waiter served the drinks on a tray with one of the dishes, then disappeared. After waiting 25 minutes and seeing no sign of the rest of the order or the waiter, I walked to the lobby to ask for help--as the only Hindi-speaker in the group, I was the designated problem solver. The staff-persons (all 3 of them in the lobby) advised me to return to the poolside and assured me someone would find out about the status of the order and inform me about it. I returned to the poolside to wait another 20 minutes, then returned again to the lobby. The staff looked blank-faced about my previous complaint. So, I asked to see a manager. There was a kerfluffle and everybody tried to send me back to the poolside assuring me (again) that they would see to the problem. I insisted on seeing a manager and a staff person emerged from behind a door to help me. I started to explain the situation and then asked if he was a manager. He hesitated and then admitted he wasn't. So I said I would wait for a manager and asked him to be called right away. Staff pleaded with me to let them solve the problem and why did I need to see a manager. About 10 minutes later, a manager identified himself. I explained the situation. He asked me to return to the poolside (there were now only about 10 minutes left until departure) and he would take care of everything. He gave me his card and asked me to write down details about the problems I had encountered. I returned to the poolside and the food showed up five minutes later. We had to abandon most of the food because it was time by then to load the bus. The manager didn't offer any kind of credit on the food bill despite the inconvenience as waste.
Appalling service, and frankly fairly typical of all but the Taj Mahal Palace Hotel in Bombay, which is truly the jewel in the Taj crown.
- Official Description (provided by the hotel):
- Moghul-style hotel with central dome, situated on 5 landscaped acres. ... more less
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- Also Known As:
- Taj Residency Hotel Aurangabad
- Aurangabad Taj Residency Hotel
- Vivanta By Taj Aurangabad Maharashtra