Imperial Rant

I was reminded last night of our recent experience at one of India's, arguably South Asia's. finest hotels, The Imperial in Delhi. Since moving to India, we have stayed there a handful of times but our last stay virtually mirrored our first stay nearly two years ago..... We arrived for a three night period and were met at the airport by driver AND greeter who escorted us to the hotel, where greeter swiftly disappeared after a few quick words with the front desk ... As we tried to check in, we were asked to take a seat in the lobby for a few minutes, after which time, a member of staff asked us to join him in a very quiet area of the restaurant. What had we done? Were our visa's not right? Had the corporate rate increased? None of the above. We were advised that a 'government delegation' had overstayed its welcome and would we mind being 'shifted' to the Shangri La (not shabby) two minutes down the road, just for one night. We negotiated a room upgrade and a complementary dinner, plus we were staying another two nights so all was not lost. Fast forward to July 4th this year.... we arrived at the hotel at 9pm with a booking at 9.30pm in their fabulously lauded and expensive Spice Route restaurant. As the receptionist pulled up our booking (which was made on the hotel's website a few months prior) the words BOUNCE BOUNCE BOUNCE flashed across her screen. When I asked what it meant, she quickly closed the screen and called the duty manager, who arrived with the familiar request to 'take a seat in the lobby...' This time we were ready! No, was our answer, let's sort it here... then came the old 'government delegation' chestnut. We refused to budge. It was the July 4th holiday and we were eating in a half hour. No way! Well, they asked, could we check out at 7am? No way! We were leaving on an international flight at 1pm. At which time, the duty manager 'scuttled away' (there is no finer way of putting this) without a word of an apology, leaving the receptionist to hand us our keys and show us to our room. Not a pleasant start to our short stay and one which, I have to say, has left me thinking of moving hotels next time we are in Delhi. We did file a complaint with the hotel and posed questions on their criteria for 'bouncing' guests to which we received a very hasty letter of apology in the mail - but no comped night or dinner!!!