Poor welcoming!!! Very bad experience
on Jul 22, 2017
No welcome etiquette, small room with very small unhygienic bathroom. Room is also not lively...very congested. I had done advance bookings but have to cancel at time of checkin seeing staff behaviour and attitude.
The worst experience I had...
on Jul 22, 2017
Unhygienic rooms, no hospitality standards, very rude staff, no sense to talk, fools the customer . My experience was the most worst experience I ever had with this Hotel. I would recommend not to try this hotel.
Serene valley view
on Jul 18, 2017
We went in December 2009. It was very cold. We had to request the staff to keep the room clean and told them to keep the room heater running so the room would get warm by evening time.. The staff was nice. The room we had it had a huge window which gave an excellent view of the valley and some lovely moments during sunrise every morning.
TripAdvisor does not have option to select December 2009 so I selected Dec 2016 as that field is mandatory but we went to stay in this hotel in Dec 2009.
Sharing my bad experience
on Jul 10, 2017
I am sharing my terrible experience with Hotel Rock Heaven (Masobra, Shimla, HP). I was searching for a hotel with a family room in Masobra(Shimla, HP) because we are three adults and a small kid below 2 years. I found Hotel Rock Heaven on tripadvisor. Reading reviews about Hotel Rock Heaven and specially ignoring the reviews regarding rude and unprofessional behavior of hotel staff, I selected this hotel as it was located in our destination location Masobra. Moreover hotel and room pictures displayed on tripadvisor and hotel own website showed rooms beautiful, clean and hygienic as per our requirement.
I checked all details of hotel on its website which displays all details like room types and their rates, meal plans, extra person charges and other room amenities & services. They have also option of booking and payment available on their website.
Before booking, I approached the hotel people through phone call mentioned on their website. A lady attended my call from Hotel Rock Heaven, Masobra. She confirmed me availability of super deluxe room for three nights (check-in date: 2 June 2017, Check-out date: 5 June 2017) with relevancy of hotel information available on their hotel website.
She said super deluxe room is a kind of family room which can be used for triple sharing as room is having a double bed and one single window side bed which is shown in room pictures also and even extra bedding can be done for fourth person with extra charges. She was very polite on call and assured us for best room and services. When I asked her to make the booking, she suggested to make booking through their third party partner to get discounted rates for one double occupancy super deluxe room. She assured us that if extra bedding would be required will taken care by her directly at the time of check-in at hotel with extra charges. Then I made bookings as per the guidelines by her. I also sent them mail for booking and queries, but they did not reply. As my booking is through third party which is a well-known trust able firm, I made all advance payments online.
But after reaching the hotel, we were shocked and surprised. They don't know how to welcome guests. Same lady was sitting on reception have no manners to welcome guest on arrival. We Indians are famous for how we welcome and treat our guests. We reached at hotel around 9:30 am. We went inside to inform her about our early arrival. She replied that we will be allowed to check in at 12:00 pm only and we agreed. We were made to stand on road side outside hotel. None from the hotel people asked us to wait in lobby area or inside hotel premises. They did not even offer us a glass of water.
When we asked her, for extra bedding and arrangements as discussed over call, she replied rudely that you booked from third party for two and so we will not arrange for extra person in same room. She too denied all commitments made on phone at the time of booking. When asked about hotel website information, she replied that hotel website is old and not updated one, so information available on their website regarding rooms amenities, their rates, extra beddings charges, different meal plans etc. is incorrect. Having a hotel website with wrong or fake information is illegal and it is a cyber-crime. As we don't want to spoil our trip and having a small baby with us, we asked for availability for one more room. She said room is available and we can make booking directly with them. We asked her to check rooms for proceeding further as were already cheated by her. She let us check rooms before making new booking and check in. Rooms were not same as displayed in online pictures. Rooms were stinging with dirty bed sheets. Washroom was too small, dirty and unhygienic. We were cheated by hotel people. Hotel people asked us to contact to third party for any issue as they are not responsible for any kind of inconvenience caused as booking is not done with them directly. So seeing hotel people behavior and their services we denied check-in into dirty room.
We have not checked-in in hotel room and did not use any kind of hotel service, not even a glass of water. Any online business runs on customer satisfaction and trust between online service provider and the customer. Issue is still pending with third party.
Beware of the owner, other staff is good, decent service
on Jun 12, 2017
We had to face a lot of issues with this booking. Including the supposed owner who blew off the handle for no apparent reason. Rest of the staff is helpful and good. The rooms are also nice.. Food is mediocre but its alright. Value for money. Its a bit far from the main city in case you are looking for something like that.