Hotel Novus

Thank You So Much

Dear SirWe maintain high standards of professionalism and transparency. Hence, it is necessary to clarify the facts regarding the concerns raised.1. “They don’t value old customers” — Claim:We completely reject this claim. At our property, we do not differentiate between old and new guests. Every customer — whether it’s their first visit or last — receives the same respect, care, and attention.For us, every guest is like family, and we’re proud to deliver a consistent, high-quality experience to all.---2. “Rude staff behaviour” — Claim:We take hospitality and guest communication very seriously. That said, context matters.Your booking was received from your company for one person only, and we issued a proper invoice accordingly.Later, you added an extra guest, who was not part of the original booking — and as per your statement at the time of check-in, it was already discussed and agreed that the extra charges would be settled in cash, as your company does not accept or reimburse extra guest charges in the invoice.Despite this, our team arranged an additional bed and breakfast promptly, even though ₹400 officially covers only a mattress without breakfast. In your case, a full bed with breakfast was provided — and you were charged ₹600, which was communicated clearly at the time.If any staff member spoke firmly, it was strictly to clarify hotel policy — not to be rude. Firm communication should not be misinterpreted as disrespect.---3. “No bill / GST confusion” — Claim:There was no refusal to provide a bill.We issued a proper GST invoice for the official booking of one person, as confirmed by your company.For the extra guest, we did not generate a bill — because your company had clearly communicated that it does not accept or reimburse extra person charges in the invoice. This was discussed and understood at the time of check-in, and payment was to be made accordingly in cash.This was not a billing error — it was compliance with your organization’s stated reimbursement policy.---4. “Not accepting online payment” — Claim:We accept all standard modes of payment — including UPI, credit/debit cards, bank transfers, and cash.In this case, since the extra guest’s payment was excluded from the official bill, the mutually agreed mode of payment was cash.Our team only followed the agreed procedure — and there was no refusal of online payment for standard bookings.---5. “Management is poor” — Claim:Our management is structured, responsive, and fully committed to ethical and legal hospitality standards.When all procedures are followed, guests experience a smooth and professional stay.If anyone expects services that fall outside the agreed corporate terms — like undocumented additions or unofficial billing — we are duty-bound to follow policy. This is responsible management, not poor management.---6. “Food quality is degrading” — Claim:We value your feedback and have shared it with our kitchen team for immediate review.Guest satisfaction is always our top priority — and we will continue to ensure that quality standards remain high.--- Final Note:We always welcome honest feedback, provided it’s based on facts and fairness.Our property operates with transparent billing, clear systems, and respectful hospitality.We remain committed to offering a genuine, comfortable experience to every guest — while upholding the integrity of our policies and processes.

THANKS FOR GIVING YOUR FEEDBACK