1
Average
Hi, good evening.
your customer service was good, but the hotel staff didn’t take our concerns seriously. they didn’t change anything despite our requests. the 4.3 rating seems forced or influenced, as our experience was far from satisfactory.
based on my experience, i would give only 1 star out of 5, solely for your customer service. i will not recommend fab hotels to anyone. i am totally disappointed.
the hotel staff took our id copies as per usual check-in procedures. however, when i requested basic amenities like a hotel kit (toothbrush, toothpaste, soap, slippers) and essentials inside the room (2 water bottles, 1 hand towel, 1 full-size towel), they refused and only provided two small soaps.
1. we were given room 304 on the 3rd floor.
2. when we entered, the room was shabby with a bad odor.
3. the bed was in poor condition with dirty sheets and pillows, and inappropriate language was written on the wall. the first impression was terrible.
4. i asked for a towel, and they provided a dirty one, which they later replaced with a wet towel. it was unclear whether it was used or new (usually, towels should be dry as per my experience in other hotels).
5. the washroom was decent, but the mug was broken, and the hose pipe was in bad condition—overall, very poor maintenance.
6. after my call, the staff assured me they would change everything by the time we returned at night, including sheets, pillow covers, fixing the washroom, and addressing the door issue.
7. when we returned, the staff had changed, and the new person promised to change our room, but no one showed up. we waited until 11:30 pm with no resolution.
8. when we checked, the washroom had no light, and despite your earlier assurances, nothing was fixed.
- the pillow covers were not changed.
- the hose pipe was not fixed.
- the balcony door was not repaired (it was full of termites).
- the side table remained broken.
- the bed was unstable and dangerous to sit or lie on.
- no pest control was done, and i was bitten by mosquitoes throughout the night.
i suggest that someone from your audit team visit the property to inspect the guest services.
Stanly Varghese, 20 Aug