No customer service
on Jun 1, 2019
This place is the worst in Palolem and very poor in the standard we’ve become to expect of places throughout India and Goa! Shame. No customer service and rude staff, but just up the beach is a really nice place with amazing food and atmosphere at Ciarans.
Wow....Goa at its finest
on May 1, 2019
Spent the whole day on the beach, under one of their umbrellas. End of season, nowhere else had atmosphere. This place had some chilled music, and a nice look. Attentive service, and the most amazing owner who spent his time making sure everyone was enjoying their visit... without being intrusive. Obviously it is end of season, but got such a good feeling from all the staff their. It doesn't close down completely like many places in the area. They staff are all happy to give ideas for places to visit, and in general chat (without feeling obliged to).
The food was amazing. I asked for suggestions on a nice local dish. And the goan style prawn curry hit the spot! In short, a wonderful genuine place!
on Mar 11, 2019
Before starting to write anything in detail I want people to know that oyo completely doesn't own this property there are only a few rooms that oyo is having here.
I will start with writing that we had a horrible experience with the stay and a pathetic experience with the oyo customer service when we spoke about our issues with oyo customer care.
1. Oyo says they believe in customer satisfaction and that is the reason they have a oyo captain for specific area/hotel. We called the hotel one day before we started our journey for Goa to inform we want to have an early check-in as our flight was supposed to arrive early morning but somebody picked the call and god only knows what he was trying to tell us.
2. We reached the hotel at around 6 AM on 23rd of Feb and to our surprise there was no one available at reception neither did we found any oyo captain available. We only witnessed the leftover plates at their restaurant where dogs and crows were cleaning the plates precisely. Later probably we were going to be served on those plates only.
3. We found someone after 1 hour at the reception and requested an early check- in to which he replied we can help you once manager arrives at 9 am.
Again after sometime we saw another people at the reception and we thought of asking to which we got a reply telling manager is not there we can't call the manager and what is the check-in time you don't know why have you reached here so early. There is no room now and you will get one after 12 PM only. ( the person was a waiter and has nothing to do with our stay).
When we reached oyo customer service regarding the issues we are facing there was no help from there end also rather they provided us with a no that no one ever picked.
Manager came around 9 AM and same reply we got from him saying no rooms, after 12 PM only you will get one. Well we requested him and got one room for four of us.
- Basic rooms with no privacy as curtains were so transparent
- no water or glass was provided we had to buy water with a double price from the restaurant.
- no carpet .
- TV was not working. It was popping to recharge.
- washroom was not neat. And there was water leakage from all the pipes.
- there was even no water for shower in the washroom on the first day of our arrival .
Oyo mentions in the app, the hotel includes mini fridge and hair dryer in the room as well. To our surprise there wasn’t any and when we asked the hotel staff regarding this, they were unaware of it.
Coming to the food.
The food and drinks are over priced.
Same items that you will get for cheaper price and even with good taste from other shacks on the beach.
The best part is if you are a guest through oyo then get ready for a rude behavior and late service. We ordered food and literally had to wait for 45 mins to receive just bread omlet. And to our surprise people who were direct guests of Casa Del Mar were served just within 10-15 mins of their order being placed.
They don't even respond to your calls for any room service.
After a horrible stay with the Hotel another horrible experience was waiting with the oyo customer service. We raised a complaint about all the issues and some executive named Parth (who is the guest experience manager from OYO) kept on focusing on TV not working issue. I was surprised whether he was not able to understand what I was telling or he was playing dumb. Anyways after claiming a refund OYO promised us to pay a refund of the amount we paid at hotel for a horrible stay.
And we received a mail regarding the same. After mentioned days there was no refund. We again tried to reach them to know the status to which we got a response saying we were supposed to receive an amount for the TV not working for one day that is 950 INR. They kept on saying we can't refund as you reached us after a month and they forgot we were talking about the issue raised on 26th of Feb just after returning from the trip.
We spoke to many executives and guest experience manager. It was beyond our understanding why OYO even have them to handle guest issues. When they only create a single issue from so many explained to them and they only know how to update the status of your case raised in OYO app that “it has been resolved”.
Now we are receiving calls from OYO saying they have promised for payment of TV not working for a day again saying we promised only 20% where in the mail received from OYO and discussed over phone on 26th Feb, they agreed for a full refund which we have paid at the hotel.
We needed a clear picture of what can be done and what cannot be. But promising one thing and kept on doing things that we even have not understood we can see how serious OYO is about the guest relations and providing a pleasant stay. We would like to suggest OYO to have people who can understand issues properly and communicate as per situation. We got utterly disappointed with the entire OYO customer service team.
I would just say one last thing to OYO : In a run to expand your number of hotels across the country, you are purely degrading the customer experience and stay that you promise at the hotel.
Basic, but friendly and a good crowd
on Feb 3, 2019
The rooms are basic, and the bathtub wobbled alarmingly, but they are clean and comfortable enough and come with AC and mosquito nets. The huts are right by the beach so you can hear the ocean.
The staff were extremely helpful, friendly and easy-going, and that's where my recommendation really comes in. They couldn't have done more for us. The bar also seemed to attract a good crowd; it was a sociable place. The food was surprisingly good too.
The huts are right by the bar area. Generally it was quiet after midnight but if you're looking somewhere quiet for a family this might not be for you. It was great being able to walk straight out and get breakfast though. The resort is in the process of being built but there was never any obvious / interrupting construction noise while we were there.
We'll be back.
Half the quantity at double the price
on Dec 25, 2018
Went there on a December afternoon for lunch. Trust me when I say that their quantity of everything is half as compared to others and price is almost double. We asked for happy hours as it was clearly mentioned on the board. The server shamelessly told us that there is no happy hours today on a Saturday. When I pointed towards the board which clearly mentioned that happy hours is for all days, he agreed on the same. We ordered a cocktail (1+1) but trust me that was nothing less than that of a mocktail as there was hardly any drop of alcohol in it and even for a mocktail standard, it sucked. Next we ordered seafood sizzler which tasted horrible and trust me it was not hot and steamy like a sizzler should be. Plus the quantity was so less that after only two spoons we can see the base of the vessel. We also ordered fish curry which was hardly sufficient for one people. We also ordered one KF beer which costed 150/-. Mind you, the same beer costs nearly 120/- on all shacks on Palolem beach. Extremely over priced place..never going there ever again.