May 23, 2017 02:55 PM
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Poor Pre-Tour Experience:
Initially when I paid my booking amount on 14th Apr for travel on 9th May17, I was told that my Visa process will start immediately as before paying I told them that I have shifted from Delhi recently and I need time to arrange documents. I kept chasing every day for list of documents required for Visa but I got response after 10 days(on 24th May) of continues follow-ups and shouting+ escalating the matter.
On 27th they collected documents and told me by initially 7 days prior to travel, later gave 5th May visa and tickets delivery date. I had to buy Forex and was dependent on the details. Though I again had to follow up continuously and got my ticket and passport along with Singapore Visa on 7th May around 3 pm. Please note my flight is next day evening and Malaysia visa is missing. I have been told that visa is done and the runner forgot to take the print out of same along with him and same will be emailed to me in few hours. So left with no options on Sunday I booked my Forex with Thomas cook for which I had to pay more than the market(I was getting better rate but due to time I was left with no choice).
I called the Mr. Ronit to enquire about the email, he said he has already forwarded the mail last night which I had not got and he will forward the visa once he reaches the office by 10 am. Since I have planned to leave office by 11 am to visit Thomascook Fort branch for collection of Forex. I kept following and he kept giving me 5-10 mins that he is forwarding the mail. I told him I want to speak to your senior and I gets a mail asking why you want to speak to seniors. I later got to know that there was no visa done on Sunday, it was done on Monday and I have been informed lie that the mail has gone last night.
I visited Thomas Cook branch to collect Forex at 3 pm and my entire other plan for last minute shopping / work went for toss. I received my visa at 2.30 pm on the day of travel.
The amount of mental agony me and my family went through is more than that I would have planned by trip by myself. Infact I was getting good deal on tour from Yatra which I left.
Airline provide was Ok and below our expectation. We reached there in Singapore and apart from hotel & dinner(almost same Non-veg menu. Some dinners were taste good but Good Old Days was worst) everything was going good. Hotel is 2.5 star grade as same was felt by other fellow members. Only saving was good attitude of Ms. Jiggisha & Ms. Payal – tour managers.
Kuala Lumpur:
The day we went to Kuala Lumpur via road, was a hectic day. We reached Pearl International Hotel at 10:30 pm and went to our room number 2030. The room was stinking and there was no wifi connectivity inside the room. You have to stand at gate to access the same. Around 11 pm I went down at reception and requested for another room. The person there(don’t remember his name, told me that he will come in my room to check within 15-20 minutes. I waited till 11:30 then went again to reception. He apologized and gave me keys for Room no. 2126. I told him that my wife and daughter are tired and now asleep and would be able to shift in morning only for which he told me that’s OK. I went back and slept.
In morning when we woke up at 8 am, my wife suggested that we should shift room first before breakfast and bath. At around 8:20 am, we packed our luggage and went to 21st floor and tried to swipe the keys but keys were not working. I went at reception where Mr. Pradeep was there and told him the complete details and asked him to provide keys again. He checked & provided me with the keys. I went again and opened the room to find a lady sitting on bed. We apologized to the lady and I went down to reception where I told Mr. Pradeep how can the other guy issue the room to me when there is another guest staying in room. He asked me to wait and went to the manager Mr. Shrinivasan who was handling the guest. We both waited till he got free. Mr. Pradeep told him all the details and the manager started checking in the system.
He checked & said the room 2126 is not in your name, then he saw Room no.2103 written over the paper leaf of keys by my hand writing and said to Pradeep that their room no. is 2103 and they have gone in 2126 by themselves(in a high tone). I tried to explain him that the number written is of another guest which I have written in order to remember. He cut me in middle and snapped at me rudely that I am lying. He also said to shut up.
I replied back with saying “Don’t snap at me and talk to me properly”, on which he again talked to me rudely. The he throw the keys to Mr. Pradeep and said now I am not doing anything, call their tour managers. I meanwhile called Ms. Payal and asked her to come immediately. She along with Ms. Jiggisha took 5 minutes to reach, meanwhile I waited. Once they reached I told them the whole story. Then they went to manager to ask his version of story.
He said I misbehaved with Mr. Pradeep and thrown the keys on him that’s why he misbehaved with me too. I comforted Mr. Pradeep in front of Ms. Payal and Ms. Jiggisha and he admitted that I was not rude. Also they too can make out with the expression of Mr. Pradeep that he is not saying much because his manager was standing right next to him. Mr. Pradeep can speak in Hindi and told in Hindi to both tour managers that I was correct.
Ms. Jiggisha told she is sorting out the matter and asked me to wait. She went to Mr. Shrinivasan but Mr. Shrinivasan was so angry that he started staring at me continuously for 2-3 minutes like he wanted to kill me now and threatened me with his gesture. Ms. Payal & Ms. Jiggisha was witness to it. I asked for complain book to complain on which he shouted “I am The Manager”. The Manager behavior was very rude and frightening.
Ms. Payal & Ms. Jiggisha tried to handle the situation but the manager was not caring about the them. How can you continue working with such hotel who already has complained in past. you can check online reviews about the staff. if you continue booking rooms with them, you will ruin your own reputation.
https://tripadvisor.in/ShowUserReviews-g298570-d308124-r191023864-Pearl_Interna
tional_Hotel-Kuala_Lumpur_Wilayah_Persekutuan.html
He made us waited for 1 hr. and did nothing till 9:30 am. Meanwhile my wife and daughter was on 21st floor with all language outside room number 2126 waiting for me to come back. My daughter was hungry and wanted to go out quickly.
Since I had plan to visit Santosa and we were getting late, I took the same old stinking room key and went upstairs as my wife was calling continuously as they both were hungry and we were getting late. When I told the complete incident to my wife she got scared and in night we returned only after 11 pm thinking by this time complete group will be back as she feared that the manager could do harm to us. We came back and told Ms. Payal & Ms. Jiggisha that the room is still stinking, on which they spoke to person at reception to get room sprayed with freshener. No one came throughout night to even spray freshener.
We opted Thomas Cook and paid premium in order to have a memorable experience but for me this is the last time I traveled with Thomas cook and I will ensure none of my friend travel with TC.
Thank-you for teaching lesson of life and giving us worst experience of our life time. Every-time we will remember Singapore & Malaysia, we will remember this worst experience.
it's 7th day of my complain to them and they have not contacted me even once to understand my complaint.
