I booked a room at “Eros Hotel, Nehru Palace” for three days and two nights.
On Day-2 at around 2.00 pm I went out of my room to have a walk around the Hotel Pool side area for 10 minutes and on my return I realised that my room was wide open and somebody has entered inside. I went inside to check and was shocked to see a person from the house-keeping department in my room, the person was touching my luggage with his bare hands and when I asked him why he is inside, he stated that the Hotel management has asked him to do so.
Being Covid time and very particular about sanitization issues I called the front desk and reported this incident and I was again surprised to hear the same response from them, the front desk told me that it is a hotel policy wherein the housekeeping can enter into any room using their master-key at any time of their choice. I was also told that this is a standard policy in the industry and there is no privacy of the customer as the hotel protocol is to clean the room once daily and no prior permission of the guest is sought and neither they are informed about the cleaning timings by the house-keeping.
I then went to the reception area and met Front Office Manager. I must say that he was very unprofessional person, he dealt me in a very rude manner and told me to take any legal remedies as I deem fit.
He further mentioned about SOP’s of the hotel and when I asked him to show such policy he refrained from showing the same and in a rude way replied “Why? Why should I show you our policies?”
I was not informed about any such cleaning time by the hotel staff, nor my prior permission was taken. It is a matter of fact that Covid pandemic is rising in Delhi again and the Hotel management is bound to take all necessary steps to keep up with the government guidelines and protocols. I was very shocked to see such a response by the Hotel Management wherein they allowed a person enter my room without having proper gears or PPE kit and he was allowed to touch my belongings which were duly sanitised by me. I was put to risk by such an act by the Hotel management.
There were Tags for laundry and cleaning of bed sheets but there were no Tags in the room to hang outside the door to intimate the house-keeping about the appropriate time to clean the room.
Due to above said behaviour of the staff and management; I was forced to check-out a day before on Day-2 of my stay .
There was no apology by the Hotel nor any refund of my money.
There were major privacy issues at this property and the whole staff I dealt with was unprofessional and lacked basic etiquettes
Later on, I wrote a formal complaint to General Manager of Eros Group, who also did not give any satisfactory reply and hence my personal experience was pathetic.