Novotel Kolkata - Hotel & Residences

Dear Guest, Thank you for taking the time to share your feedback on this platform along with my colleague, Radheshyam Gurjar over the phone. I am writing to you to once again offer my heartfelt apologies for the unpleasant experience during your recent stay. I agree that apology notes cannot change the inconvenience you faced or erase the memory of your experience. In a service industry such as ours, we have to get such basics as “first-time-right” and there is no excuse for getting things wrong in the first place. I do understand your angst and displeasure for us as we did not exhibit our true selves in the situation during your time at the hotel when no one attended to you upon arrival, to quality of service and culinary experience as well. This is very concerning for me and I am extremely embarrassed by the entire incident. However, it is important that we learn from these mistakes in order to continuously improve. Our purpose is “to take care of people i.e. our guests and colleagues so that they can be their best” with that our singular goal is to create only guest delight. Therefore, with these values in our culture, it pains, us even more, to see any guest walk out of the hotel unsatisfied. We try our best to train our people to deliver service of the highest standards; it is obvious we have erred on that occasion. As mentioned by my colleague, Radheshyam during your conversation, I can assure you that this is undoubtedly an aberration and by no means a reflection of our standards. The point mentioned by you highlights a need for strengthening our training for our team members. Please be rest assured that we will undertake appropriate training sessions for the team to avoid such inconvenience to guests. My team and I are truly sorry for the distress caused to you. I humbly request you not let this experience negatively impact your overall impression of our hotel in general and our commitment to reliable and detail-oriented guest service in particular. I sincerely request you please give us another chance so that we can redeem ourselves by showcasing our true potential. Best regards,

Dear Sir, We very much appreciate your comments regarding your stay at the Novotel Kolkata - Hotel & Residences. It is always a pleasure to receive positive feedback, however I am extremely concerned to read the areas of opportunity that your review has brought to our attention. Please allow me to assure you that this is a rare occurrence and I have personally addressed this with the respective team members to avoid such a recurrence. Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one. Warm Regards, Arjun Kaggallu General Manager

Dear Ma'am, We very much appreciate your comments regarding your stay at Novotel Kolkata - Hotel & Residences. It is always a pleasure to receive positive feedback. I had share your comments with our team and this feedback serve as an encouragement to all of our team members as we strive continuously to improve the quality of our services. Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one. Warm Regards, Arjun Kaggallu General Manager

Dear Valued Guest, Thank you for taking the time to share your valuable feedback on Trip Advisor. We are pleased to learn that our accommodation appealed to you and our team is thrilled to see your recommendation. It is only through feedback such as yours that we can continue to keep the team motivated and place continued emphasis on working towards enhancing the experience of our guests. There is nothing more heartening to see our people getting recognised for this exemplary behaviour. As a company our purpose is to take care of people- Our guests and colleagues and this powerful tool can make a positive difference in the life of everyone we meet on daily basis. My team and I look forward to welcoming you back soon to our hotel. Best Regards, Arjun Kaggallu General Manager