Keys Hotel Nestor Mumbai

One of the worst service experiences I have had. I travel frequently, both domestically and internationally, and I am generally a very easygoing guest who does not complain much. However, my experience at this hotel was extremely disappointing. They did not even have an iron available when requested, and it took more than two hours to deliver one to my room. During this time, I made 5–6 calls to the reception and even personally went to the reception desk, yet no one seemed concerned about resolving the issue quickly. Such delays for a very basic request are unacceptable for any hotel. Overall, it was a very unexpected and disappointing experience.

Best fo hotel

I am writing this review to formally lodge a serious complaint regarding the extremely disappointing and unacceptable experience we faced during our recent stay at your hotel. We arrived early and requested early check-in. Your reception staff informed us that the housekeeping team was preparing the room and asked us to wait for a few minutes. Instead, we were made to wait for nearly 3–4 hours without any proper update, coordination, or courtesy from your team. This clearly shows poor management and lack of professionalism. Furthermore, despite having a confirmed booking for a king-size bed room, we were given a twin-sharing bed room. This is a basic booking error that should not happen in any professionally managed hotel. We immediately informed the reception about the mistake and were assured that the room would be changed. Since we had work commitments, we clearly informed your staff that we would return around 7:00 PM and expected the correct room to be arranged by then. Shockingly, when we returned in the evening, we were handed the same room key again. Upon raising the issue, Mr. Rajesh (Manager) responded in a highly unprofessional, rude, and mannerless way. His statement, “We will make your new room,” and his overall behavior were completely unacceptable and disrespectful. Instead of resolving the issue, his attitude reflected negligence and a complete lack of hospitality ethics. The entire experience was pathetic and far below even the most basic service standards. From incorrect room allocation to false assurances and rude behavior, everything demonstrated mismanagement and disregard for guest satisfaction. This kind of service damages the reputation of your hotel. I strongly expect a proper explanation for this behavior and immediate corrective action against the concerned staff, including the manager. If this matter is not addressed seriously, I will be compelled to escalate this issue further and share my experience publicly.