As a returning guest who has frequented Amaan Bungalows nearly every winter since 2017, I have observed a steady decline in service standards over the years. However, my most recent experience has reached an unacceptable level for any professional hospitality establishment.
The primary concern involves a gross failure in reservation management. Despite booking a Sea View room with a King-size bed months in advance for the New Year period, I was informed upon arrival that the category was unavailable. I was offered a significantly inferior, cramped room with twin beds—an arrangement entirely unsuitable for my requirements. Whether this was due to administrative negligence or overbooking for financial gain, it represents a severe breach of contract and professional ethics.
I would like to extend my professional gratitude to Trip.com for their prompt intervention and for providing financial compensation for the material and moral damages caused by the hotel’s mismanagement.
The hotel’s inability to maintain internet connectivity during power outages is unjustifiable. While neighboring, more affordable establishments (e.g., Highland Bungalows) ensure seamless internet via generators, Amaan Bungalows fails to provide this basic utility.
Staffing Levels: There is a critical shortage of housekeeping staff, leading to delayed check-ins and irregular room maintenance.
Dining and Atmosphere: The restaurant’s culinary quality has fallen below the standard of local guest houses. Furthermore, the absence of ambient music during the day creates an unprofessional atmosphere dominated by staff noise and guest chatter.
Commendations for Front-line Personnel
Despite the systemic failures of upper management, several staff members deserve recognition for their professionalism:
Hospitality (Restaurant/Bar): Omar is an exemplary professional. He not only assists guests with precision but also actively coaches junior staff on the importance of maintaining a positive, guest-oriented demeanor. The bartenders, in general, remain welcoming and courteous.
Reception: Juma demonstrated genuine empathy and attempted to assist within his limited authority, contrasting sharply with senior management who exhibited a dismissive and unprofessional attitude toward my situation.
Security & Housekeeping: The security team is highly efficient, often stepping in to assist with luggage due to staffing shortages. The housekeeping staff, though overworked, perform their duties to a high standard once they arrive.
The location remains excellent, and the cleanliness of linens is satisfactory. However, the current management's disregard for confirmed bookings and their unprofessional response to grievances has severely damaged the hotel's reputation. I cannot recommend this establishment until a significant restructuring of management and operational protocols occurs.
