We had booked Destiny Farm Stay from Little Earth group for a 2-night weekday package from 18th-20th September 2017.As an add on we also booked 1 night at their Bandipur property Mangifera for 20th September 2017.
We arrived in Ooty town on 17th evening and stayed ther1.16e for a night thinking that we would go to Destiny the next morning and reach early to enjoy all the activities offered in their package. It was raining and very windy in Ooty and we hoped for better weather.
On 18th morning we got a call from the Destiny front office staff-Mahalakshmi to check our arrival time as well as give us directions to get to the property. We informed her that we were already in Ooty and would be arriving by 12.30 at their parking. We left from Ooty around 10.45 after breakfast. Around 11.15am we got a call from Rajesh from the Little Earth central reservation Team. He wanted to inform us that it was raining and very windy In Destiny and we could change our booking to one of their 2 properties in Ooty town if we wanted. When we declined, he advised us to carry warm clothes.
The Package in their Ooty town hotels was INR 5500 less than the Destiny package and didn’t include any activities. No compensation or refund for the extra amount was offered.
We arrived at the parking lot- the last 500metres of drive was on a path which was only rocks and cannot be called a road- ideally, they should have picked us much before that place as no car can go up that road without damage, unless it’s a four-wheel drive jeep- in fact our car did get damaged. We drove a VW Polo. Anyway, we were picked up from the parking lot and taken to the resort in their truck which was like an Army Canter/Truck.
Mahalakshmi helped with the check in formalities and showed us to our room, after giving us a long list of available activities and explaining our package. The room was very good and so was the location and ambience of the resort.
After lunch(we had brought it along, not being sure of the time of pick up) I took my daughter for Glass painting as it was raining and windy. As horse riding was scheduled for 4.30 pm and I wasn’t too keen on the cattle farm and Agri farm visit in the rain(never happened anyways) I decided to go for my complimentary foot massage- The massage was decent- I would rate it 7 on 10.
When I went to check for horse riding at 4.30 there was no one at the location and no information about the same. It was drizzling, so I went to the reception to check about the same. When I told Mahalakshmi that there was no one there she said maybe it was because of the rain as the horses are not taken out in the rain. Fair enough! She said I could take my daughter for the Cow milking at 5.30pm. So, I went back to my room and waited. At 5.15 we walked in the drizzle towards the dairy farm and on the way, we saw the stable manager who offered to show us the horses. We saw 4 horses and by then it had stopped raining but was still windy.
We went to the dairy farm and there was no one there. We went back to the stable and the manager came with us to the dairy farm and showed us the cows but informed us that they had already been milked. We walked back with him and on the way, he told us that if the weather was windy like it was then it was fine and they could do the horse riding, but he never offered to take us riding then,
From now on nothing went as per their activity schedule. The hot water which was supposed to be available between 6-10pm was lukewarm(we can drink hotter water) We didn’t complain as we considered the bad weather. Karaoke was to take place between 6-7 pm- didn’t happen, Campfire- and fun games-7.30pm- didn’t happen. The front office had informed me when I enquired that in case of rain they would light a fire in the lobby area instead of outdoors.
Dinner- Chicken 65- pathetic- it was anything but chicken 65- some pieces of chicken dipped in some tasteless cornflour paste and fried. The dal and phulkas were ok. We went to bed disappointed after washing up with the lukewarm water, praying for good weather the next day.
When I woke up the next morning it was not raining though still quite windy. At 7.30am I called the front office to check about the horse riding and morning trek scheduled for the morning. Was told that they would check with the stable manager and call back. When I didn’t hear back from them till 7.45 I called them again only to be told that the person who had gone to check had not returned. Waited till 8am and called again. By now I had lost it. They said they were still waiting, and I said that I could walk faster. Then I was put on hold and someone else got on line to say that horse riding was not happening as it was too windy.
I went to the reception and told them that I wanted to cancel my package and wanted a full refund. They had used rain as an excuse the previous day and today it was not raining but they still had excuses. The stable manager that specifically told us that as long as it was not raining and just windy the horses could be ridden.
They said they would have to wait till 9am to talk to the management and get back to me. I said I wanted to talk to the Management, Went back to my room- no hot water as usual. The trek guide came to my room to offer to take me on the trek- I said the trek time was 7.30 and not 8.30 and now I was going for breakfast as I had a small child who needed to be fed. Also told him about the hot water problem and he sent someone from the house keeping department who came an checked – then went out and came back in 5 minutes and voila- suddenly there was boiling hot water. When I asked him what the issue was – he said that since only 1 room was occupied in our block the valve had been turned off to very low pressure and that he had opened it fully now- Can you imagine how angry I was!
I went back to the front office to blast them- why take bookings and offer packages if they can’t deliver or rather don’t want to deliver because of low occupancy. They should close the resort for the monsoon like some others do. They called their main office and connected me to the girl- Nancy who had made my booking. She connected me to Rajesh-(same guy who had tried to get me to change the booking to their OOty town hotel) I asked him for a full refund and he said he needed half an hour to check with the management and get back to me.
We went for breakfast which was ala carte- no buffet as only 3 rooms were occupied apparently. The breakfast quality was mediocre- sambar was neither dal nor sambar something in between. Chutney was pathetic and so was the dosa. As for the tea- well I couldn’t believe we were in the Nilgiri hills drinking such sad tea. After breakfast, suddenly everyone started coming to our room- The executive chef, the stable manager, the trek guide and also the front office manager. All of them were extremely apologetic and trying to pacify me and were offering all the activities at my convenience. I said I would first talk to the management as I had had enough of their excuses about the weather and staff being on leave etc.
Finally spoke to the GM of Little Earth group who directly refused to give any refund and said that we should give him a chance to make it up to us – offered a room upgrade- all activities according to our convenience and also complimentary full body massage. Since we had no option we had to agree. Suddenly everything changed- we were called for every activity- taken fishing.(because of us the other guests got to do it too). Then we were shown the Deluxe and Superior rooms and asked to choose which we wanted- my daughter was offered the painting and other indoor activities unlimited number of times. The Executive Chef came to our room personally to ask us what and how we wanted our lunch cooked. We were given complimentary desserts to make up for the previous night’s bad dinner. We were given finger bowls and mouth fresher after the meal as opposed to the previous night when we had to go outside to the washroom in the rain.
Horse riding arranged only for us, visit to the stable and feeding the horses for my daughter- walk to the stream. The front office girl offered to baby sit my daughter while my husband and I went for our complimentary massages. We were asked if we required extra water bottles, towels- you name it!
If only all this was done from the beginning without us having to fight for it. We had paid for a package and expected them to arrange everything accordingly. I had even asked for a room upgrade when we checked in telling the staff that it was done in many hotels when occupancy was low(we were the only ones when we checked in and had a small child with us- they could have offered us a room with a heater but they didn’t in spite of the weather)
I don’t understand why we had to fight for what we actually deserved and paid for. Yes the weather was bad- they couldn’t control it- but they could have worked around it and arranged whatever possible activities during the gaps in between when the rain stopped. As for the indoor activities- I don’t see why they couldn’t be arranged! It was just sheer laziness on the part of the staff who had a readymade excuse of the weather to not do anything especially because of low occupancy- just 1 room occupied in the afternoon and 2 more check ins by 7pm. This was totally unexpected from the Little Earth group who are now resting on their past laurels and the advantage of the beautiful location. The MD’s response in all this was only to offer a room upgrade and some complimentary spa treatment.
Anyways Day 2 was better also because it didn’t rain much and the weather was better. We checked out on 20th( not before fighting with the manager for billing us for the so called complimentary massages offered by the GM- which they finally deducted from the bill)and headed to their Bandipur property- Mangifera- this was a complete let down- it was like a regular farm house taken over from some locals and the rooms were revamped and a swimming pool was made in the centre. Definitely not worth even the discounted rate of 3975/night- no air conditioning in the rooms- the fan was far away from the bed and it got really hot at night when the power failed twice and the babk up took too long to come on.
The pool was dirty and only cleaned after we told them that we would be using it. The lunch was decent- no menu- just a 4-course meal. The dinner was pathetic- first of all it was sent 30 minutes late(they forced us to have it in our room citing mosquito problem at the restaurant. When it finally arrived the aloo mattar was raw. The gravy was the same for both egg curry and aloo mattar and that too the same as the chicken curry from lunch. We sent the food back and ate some of our own snacks and went to bed as my daughter was hungry and sleepy and couldn’t wait another hour for fresh food to be cooked.
They did send a replacement dal after 30 minutes which we didn’t even touch and this was made into sambar for breakfast the next morning.
When we checked out from here I refused to pay for the dinner and was asked to pay for the room though I had already paid for it 10 days before. When I asked the reservations for the confirmation voucher I was informed that since their MD was traveling he had not checked and confirmed whether my payment had come in but my room was confirmed.
Finally they called and got the confirmation that I had already paid for the room. I heaved a sigh of relief and left the place.
All I can say is- when you charge like a 3-4-star property then you should give the same kind of service. If you want to manage the place like a family run farm then you charge at that level. Yes, the Destiny property was beautiful and although the service didn’t live up to the amount charged at least the location was worth it. But Mangifera was not worth the location, the service, the food- Nothing!
- Thank You! We appreciate your effort.
