Not 5 Star - Tired Building/Unexceptional Staff
Posted Jan 10, 2017 on Hotels
If you want/need a 5 star experience in Agra, find other accommodations. The poor experience began at check-in. Our presence was not acknowledged by the front desk staff for 13 minutes, they had a paperwork crisis keeping all but the one assisting another couple occupied. No mention about breakfast even though I was confident that it was included in our rate. The paper key cover had been reused from a previous guest. At checkout, I was charge a 5.3% "convenience fee" to be charged in USD when I expressly asked to be charged in rupees.
Except for a new TV, room doesn’t appear to have been updated since original construction in 1964. Only 1 outlet for phones/computers except by unplugging TV/lamp or using the bathroom outlet. We requested twin beds, but were given a King, but the “King” was actually two twins pushed together, with twin sheets placed crosswise the head and foot, but the cover (no top sheet) was actually two twin comforters, so there was an overlap in the center. No flat top sheet is apparently common in Indian hotels, but I expect 4 & 5 star accommodations to have higher standards for comfort and sanitation.
Food was adequate and appropriate for a breakfast buffet, although baked goods (muffins and danish) were stale. Service was lacking - had to flag the serving staff down numerous times for coffee and tea and refills.
This isn’t a five star hotel. Reputable booking agencies should rate this hotel at best 4. I won't go back.
Comment from Hotel Management
Jan 13, 2017 by General Manager, Hotel Management
Dear Mr. Steve,
Greetings from Hotel Clarks Shiraz, Agra !
It has been our privilege to having you stayed with us at Hotel Clarks Shiraz, Agra dated 3rd Jan to 5th Jan 2017. We have always been earnest in our endeavor to extend the very best of the hospitality to our guests. There are times however, when even the best of intentions are not good enough and therefore, it is only through our guests that we get a feedback of our services, which in turn helps us to improve our standards.
At the onset, please accept our sincere apologizes for the inconvenience caused to you on account of your Check in & Check-Out, Food & Beverage experience, and your overall stay. The same has been taken up very strongly with the Executive Chef, Duty Manager along with Reception team & Restaurant Manager.
I have personally gone through the same in detail and have taken all the necessary measures of the observations made by you. Request you to treat this as an exception.
However would like to inform you that at the time of check out, cashier is charged only your bill amount. i.e. INR 11057 towards your room, above that we have not charged any additional amount. You may consult your bank about the 5.3%. It may possible that your bank may have charged you this amount as a transaction charge.
We value your patronage immensely and we hope you will give us an opportunity to win you over with our true level of hospitality and services.
We look forward in welcoming you at Hotel Clarks Shiraz, Agra and assure you of our best services and attention at all times.