Complaint against:
Sharman Hospitality Services Pvt. Ltd.
E-3/14, D.L.F Phase 1,
Gurgaon-122002
Ph: 09958380123
Woodslifestyle
Felicity Manesar, Felicity hospitality

Sherman Hospitality marketing got in touch with me and convinced me with their website and marketing skills to take membership in Jan 2010.

I got membership for their property Felicity Manesar & Shimla. I had been trying to get bookings for several months but it was always unavailable over weekends.
Finally i got booking for November 15th & 16th for Felicity Manesar.
When i reached property / resort, it was surprisingly very different from what their marketing team had described. It being a four room property, rooms with broken locks, shabby beds & bathrooms and extremely uncourtious staff.
I sent them a complaint email as below:

--------------------------------------------------------------------------------------------------------------------------------------------------
From: damansk@hotmail.com
To: tfc@sharmanhospitality.com; contact@felicityhospitality.com
Subject: Felicity Card # 911771597
Date: Fri, 19 Nov 2010 05:09:20 +0530

Dear Sharman Hospitality Team,

Ref: Membership card # 911771597

I took membership of the Felicity Gold package early Jan 2010. You marketing team convinced me its the best possible vacation plan considering the price.
I tried to book twice for Manesar during the year, it always was full during the period.
I tried to book Jaipur twice, once independant and once with Manesar, your team never got booking confirmation from Jaipur in time.

Well, finally about a week back i called again to book Manesar for Dates: 15th & 16th November. We were planning a vacation on the occassion of my wife's Birthday.
Luckily we got confirmation that rooms are available as its a weekday.

We reached the Felicity Manesar on Monday 15th at 12 noon as confirmed by your team.

However, had very bitter experience at the resort due to several factors:
1) The room was not ready, we had to wait 45 minutes, even though it was promised to us to be ready by 12.
2) The room's lock was broken and it could not locked from outside if we left room for a walk. No Privacy.
3) Bed sheet & the towels were untidy and not clean
4) The shower was broken and didnot run.
5) The hot water geyser didnot function as it was dripping badly.
6) Toilet seat broken
7) We ordered lunch at 2pm and it was served after 45 minutes wait.

All the above factor took better of our patience and we decided to check out and look for different option. Finally, we checked out by 6pm.
When we brought the above things to the notice of Mr. Bhardwaj - the manager, he simply said the previous occupants never complained.

Not only has our experienced been very poor with the facility, but also the staff. It is a sheer waste of time and money.
We used only one coupon form the membership booklet - the one night complimentary, and rest all the booklet is lying unused as it is.
Even this coupon should be considered waste as we never actually stayed the night considering the unhygenic and uncomfortable situation.

I called your office to complaint once i was back in Delhi on Wednesday (17th Nov), and was told that the manager is in washroom and will call me back. No one called me back.

I send this email to bring the issues to your notice and request for a kind refund to my membership. I will return all the coupons and the Jaipur stay letter back to you as it is.
I sincerely hope the management would act more professional to my request.

Thank you,
(An unhappy customer)
Damandeep Kathuria
------------------------------------------------------------------------------------------------------


I spoke to their manager after a few attempts - Mr Rohit Thakur at 9958380123. He promised to either refund or shift to a different membership which is of more decent hotel (Hotel Ibis); i agreed as Ibis is definately a better option. He said he'll talk to his management.

Since November 25th - December 28th, i tried to contact him or any senior management several times and send email reminders. He would not come to phone and neither call back as his office people would promise me.

Finally on Dec 28th, 2010, i get below email:

----------------------------------------------------------------------------------------------------------------------------------------------
From: reservations@sharmanhospitality.com
To: damansk@hotmail.com; tfc@sharmanhospitality.com
CC: karan@sharmanhospitality.com
Subject: RE: Felicity Card # 911771597
Date: Tue, 28 Dec 2010 13:34:15 +0530


Dear Mr. Kathuria,



Greetings of the day!!



Further to our discussion I had forwarded your request to the concerned authority but shifting your card won’t be possible as you are nearing your expiry date of your card which is in Jan 2011. We can add shift night that was wasted in Manesar to Ibis Hotel, Gurgaon and your Jaipur night remains the same.



Best regards,



Rohit Thakur
Head of Reservations
Sharman Hospitality Services Pvt. Ltd.
E-3/14, D.L.F Phase 1,
Gurgaon-122002
Ph: 09958380123
E-Mail: reservations@sharmanhospitality.com
--------------------------------------------------------------------------------------------------------------------




My issue remains unrelsoved. And in less than a month the membership expires. I have not been able to use any benefit which were promised to me as part of the membership.
My money has gone wasted.

No refund received neither promised changed of membership. They just lingered the issue to that it all expires.



Regards,
Damandeep Kathuria
9899600426
damansk@hotmail.com