Hotel Airport International

The reception staff is very rude. Once you checkin to the hotel, usually other hotel staff welcome you with warm greetings and smile. But in this hotel its totally different. Room size is decent, location is good but hospitability is terrible. Except reception staff everthing was good

POSTING ON BEHALF OF MY DAD We had booked rooms at this hotel 4th Nov 2023 onwards. Check out 6th Nov. I suffer from Parkinsons, whereas my wife has undergone a bypass and valve replacement surgery. We were in Mumbai for my grandson's 1st birthday celebrations. I have my share of good and bad days. Sometimes I am able to move around on my own with minimal support but sometimes, moving a limb is a challenge. My wife also being a heart patient was not feeling too well, as we had travelled by road for 6 hours and checked in on 4th Nov. ** On 5th Nov, early morning, due to the stress of travelling the previous day, we both were not in the best of our healths. We called the reception and requested for complimentary breakfast to be served in the room itself. ** We completely understand, that this was an extra bit of favour to ask for ** but given that the hotel and the staff knows us since 2016, we assumed that they would not see this as a herculean effort. 1. We had already paid for the complimentary breakfast when we did the booking via Agoda 2. When we had stayed there during my wife's surgery in 2022, (She was hospitalised in Nanavati and I was staying alone at this hotel, to be in close quarters in case of an emergency) the hotel used to easily accomodate to this request of mine. Mr. Pradeep from the room service used to call me and let know the breakfast menu. I used to choose one item (We both are in our late 60s, and we don't eat much) and he used to bring it to my room with tea. Point is. The Hotel and the staff already knew of mine and my wife's condition. Yet on 5th Nov 2023 morning, when we requested breakfast to be served in our room, we got a call from Ms. Goldy from the reception. She was very rude and told us about the hotel policy that the complimentary breakfast will be only served in the restaurant coffee shop. We requested for a wheelchair, but she refused to send that also, since there were 4 - 5 steps leading up to the restaurant. We told her that we will be able to climb a few steps with support, just send us a wheelchair so that we can come down from our room. She told us nobody had that time. My wife went down at the reception and was breathless and panting when she reached there. She repeatedly requested to send a wheelchair to be sent for me, but Ms. Goldy refused. She further told her. "Now that you came down from the room, just climb another 4 steps and go have breakfast at the restaurant. Once you are done, you can yourself carry a plate of breakfast for your husband. But no one from the staff will go to your room" And that's what we did, since we wanted to have breakfast and take our morning medicines. I don't understand why were being treated this way, when we had never faced such a problem before since 2016. In the evening when we told about this experience to someone called Mr. Jacky, he also said, that we cannot bend the hotel policies for ANYONE, irrespective of what the situation is. If you have any issues, please look for some other hotel the next time. So that's what we decided to do, next time onwards. Thank you Hotel Airport International, for all these years of exceptional service. We won't be seeing you anymore thanks to Ms. Goldy and Mr. Jacky