The below mail was written to The Chairman of The Oberoi Group of Hotels & I have failed to get any revert on the below except a mail mentioning the reverse of charges. More over when I visited The Oberoi Hotel New Delhi recently, the staff refused to serve me & I have also got to know from reliable sources that a mail has been sent across all hotels not to let me in / serve me.

I would want action & compensation as its hurt my dignity & integrity for NO wrong done by me.

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Dear Mr.P R S Oberoi,

Wish you and the entire Oberoi team a very happy festive season!!

I have been a guest with The Oberoi group, all over, and have even visited The Vanyavillas (The best team & experience). I have the following few points that I wish to put to you sir,
1. I did my reservation at TOND through mail to Mr.Vineet Mishra. I get a mail back from him mentioning that he is out of the property and Mr. Amit Sachdeva would revert to me with the room details. Got a mail from Mr.Amit & through mail I requested Mr. Amit to reserve me the room he quoted as INR 7000 + tax / night and I also put my Credit Card details authorizing TOND to debit my card in mention.

2. Checked in on 26th December 2009 (Morning). Was given room number 546. As had travelled a long distance I took a break till 1100 hrs. I was given NO news paper. Ordered a chicken salad at 1120 hrs which arrived only after 1145 hrs. The lady taking the order mentioned that the order would take maximum 20 minutes. I have underlined the time & signed on the room service invoice. I left the hotel at about 1215-1220 noon for my meetings and returned at about 1630 hrs with NO news paper even after the room was serviced.

3. Using the bedside phone I spoke with the laundry asking them to place an iron board & an iron so that I could iron my evening suit & shirt but the gentleman was nice to me & mentioned that he would send someone for pick up & would get them ironed with no charges attached.

4. I kept my room door opened while the above was on. The gentleman came to pick up the clothes in 5 minutes and while we were conversing near the door two dogs escorted by a man walks to room no. 550. On asking the man who had the dogs told me that they were the GM’s pet which he took out for a walk and does it twice / thrice every day. On asking if I could speak with the GM he mentioned that he was out of Delhi this all was happening in presence of the man who came to take my clothes and which would have been captured by the CCTV camera right above room No.550. Surprising to know that The Oberoi’s allow GM’s to keep pets inside the hotel where other guests are told not to get their pets. Not questioning your authority, sir, but is it a special privilege that is given to the GM and is he above any guest OR law of the land??

5. I left the room at 2000 hrs (Approx) asking housekeeping to get my room serviced hoping they put the news paper this time & I could go through it when I am back at night. I returned at about 0230 hrs (27th Dec 09) finding room to be serviced but news paper not given (NOT AT ALL EXPECTED). Asked for some sweets which Mr. Manas bought me in no time (We shouldn’t not let him leave The Oberoi’s, exceptionally good person). On closing the roll on doors in front of the window left my formal shirt with black stains. On checking it I find that the sliding door pains have not been cleaned for more than 30 days as they were so very dirty. I requested the DM to come and see it for himself. Mr. Ashish came and agreed that the dust that has settled was not of 2-3 days but of more than 15-20 days (All this was witnessed by Mr. Manas too). That means the room was not occupied by any one till so many days but that was not the case as Mr.Ashish confirmed that the room was occupied a day back. I told Mr. Ashish to get this cleaned in the morning after I leave which he agreed to get it done on personal supervision. Also attached is the weather forecast information for 27th Dec, 09 that is kept on all the rooms. That also is majorly wrong. If the minimum in Delhi for 27th Dec 09 would be 46 Fahrenheit the maximum can never ever be 7 Fahrenheit.

6. On 27th December 2009, I left for my luncheon meetings at 1200 noon putting the “CLEAN MY ROOM” tag and returned at 1800 hrs for sometime & to fetch a cake from the patisserie. I returned after 0100 hrs and asked the DM to accompany me to the room so that there is NO feeling that I am carrying dust from outside the hotel & then complaining as that’s the perception Mr. Mishra has about me. I was happy to see flowers and a note of apology from HK team & Mr. Ramesh but was shocked to see the dirt even more still there and all this was happening with the DM in front of me & I had two of my guests too who had come to drop me. Losing my cool I did raise my voice Mr. Oberoi but have never used abusive language for the DM. I got less dust on my figure but the DM’s two fingers were black (Can be crossed checked / confronted).

7. After my guests left I spoke with the DM & mentioned that NO charges to be debited to my card till I speak with The GM / Mr. Mishra & also mentioned on the final invoice that was presented for my signatures on my check out on 28th Dec 09, 0600 hrs.

8. I was travelling and missed Mr. Mishra’s call of 0930 hrs on 29th Dec, 09. I SMSed him as I got free that I need to speak with the GM & then I would settle my accounts getting a reply via SMS that the GM is on a holiday till next week & he(Mr. Mishra) needs to close all outstanding before 31st Dec 09. This shows monetary benefits have become a priority for The Oberoi’s (Which was never the case) and not basic cleanness and guest care.

9. Mr. Mishra SMSed in the afternoon that the Cc details that was given on the mail authorising TOND to debit me of all my charges declined. I had asked my bank to stop all transactions to TOND till my further instructions so the decline. Mr. Mishra insisted via SMSed that I SMS him a fresh card No. And that he would charge it only after The GM speaks to me but to my surprise I receive a mail from FOM with a hiked bill & transaction slip. NOT AT ALL EXPECTED. If this is what all about good faith then it’s just illegal to use my Cc without my written authorization and I can file a police / legal complaint.

I request if someone could please let me know since when have The Oberoi’s started going all illegal way of having pets in the hotels & swiping cc of guests without written permissions. Very SAD experience at TOND. This has never ever been Oberoi’s culture since years. Humble request to please intervene and get things in place sir.

Regards Always
Saurav Chatterjee