tanya M.
Google
We booked our stay at The Roseate for Valentine’s Day, which was especially meaningful for us as it was our first Valentine’s after our wedding. We were really looking forward to celebrating such a special occasion in what is marketed as a luxury property. Unfortunately, the experience was extremely disappointing.
The biggest concern was the bed in our room. It was not placed on a solid, hard surface and felt unstable and unsafe — as though it could shift or break with minimal movement. Naturally, we were uncomfortable spending the night like that. When we raised this issue, 3–4 different staff members told us that rooms with hard-surface beds were available and that they would look into shifting us.
We were made to wait for nearly an hour with no clarity. After keeping us waiting, we were suddenly told that there were no rooms available to shift us to. Eventually, about an hour later, the manager, Ankita, joined the conversation and stated that the hotel does not have hard-surface beds at all.
This raised several questions:
• Why were we not informed of this earlier?
• Why were we made to wait for over an hour?
• Why was there no internal communication between the staff?
• Why were we given contradictory information by multiple team members?
By that point, nearly 1.5 hours of our evening had been wasted. Given the discomfort and confusion, I requested a refund as I did not want to spend such an important night feeling unsafe and dissatisfied.
For a brand that positions itself as luxury, the service fell far below expectations. Apart from the infrastructure, nothing about the experience felt premium. The customer service was extremely poor, the room quality did not justify the price, and the overall experience was underwhelming and overpriced.
What should have been a beautiful, memorable first Valentine’s as a married couple turned into a frustrating and disappointing evening. I genuinely do not understand the hype.
If you are planning to spend that kind of money, I would strongly suggest considering a truly renowned five-star property like Taj or Hyatt instead.
Overall, a waste of time, money, and a very special occasion. Extremely disappointed with the service and the entire experience.