We stayed at jüSTa Hollow Oak Mussoorie with fourteen family members from Jaipur, Kolkata, Agra, Hyderabad, Chennai, and Udaipur. We booked seven rooms in the Club Tower category specifically for a family reunion. Eleven of our group are senior citizens aged sixty to seventy-five, and our IDs with age details were shared with the hotel well in advance. Food, staff, and location The hotel has a decent view, though the last half kilometre approach road is cumbersome and entry coming inside hotel is really bad. Club rooms have better view not does not have working elevator. Not all Club Tower rooms and other tower which has working elevator rooms have the same view, so that needs to be checked while booking. Food quality was very good and the restaurant, housekeeping, and front desk staff were polite, attentive, and genuinely helpful throughout our stay. These were the only positives of our trip. Chef was really good! Elevator misrepresentation. The entire experience was ruined by a serious issue with the elevator. At check in, we were categorically told by MD Rahul that the elevator had gone into repair only two days ago. This was completely false. During our stay, multiple hotel staff confirmed that the elevator has never been commissioned and has never been in normal working condition since this tower opened. This was not a breakdown, it was deliberate misinformation given to guests about a critical accessibility feature. Despite having our age details in advance, the hotel allotted four of seven rooms on the second and third floors and only one on the ground floor. With no elevator, our elderly family members were forced to climb two to three floors multiple times every day, causing severe physical pain and hardship, (even after 4 days they are having pain in their knee) and this largely restricted our option to meet at our will. Some guests who were on first floor and were leaving but those rooms were denied to us because they were “jacuzzi rooms” booked by others. we offered to pay extra but hotel chose room category over senior citizen safety. Because rooms were scattered across different floors and towers with no lift, our family could not meet except once in three days apart from breakfast. The very purpose of our trip was defeated. Poor Management response: When we insisted on meeting MD Rahul, his staff made us wait more than twenty minutes. He only came out after we raised our voice, and instead of offering vacant first floor rooms as a solution, he focused on reprimanding us for “shouting” rather than addressing the hardship caused by the hotel’s misrepresentation. This showed complete apathy. This is not a minor inconvenience. I still remember the pain on some of the guests while coming down or going up. as for breakfast, for hi-tea and for moving to city you always need to up and down. This is a case of providing false information about accessibility, failing to act on advance notice of guest age, and refusing reasonable acco
