From the onset, I would like to declare this is not a review of our stay but the booking experience of the hotel. Selected Hotel Hilltop Palace for our upcoming Dipawali vacation with family - including my father who needs wheelchair assistance continuously. This would be our 5th visit to Udaipur and wanted to stay at a newer place and had this hotel in mind while we stayed at Lalit - loved its location. But, I am driven away by two things - extremely bad reviews on tripadvisor and one thing coming to fruition which was mentioned in the many reviews - the response of the front office. I booked via Agoda and called up the property to confirm after half an hour to confirm that they had received our bookings. I could get someone to pickup the phone after more than 10 attempts!!! 10 times, complete rings were rung and no one answered. Previously a few days back, my wife called them up to check if the place was suitable for our parrents - like whether they have lift and whether any stairs are there before the access of elevator for my father and whether they provide a wheelchair or not - and she too told me the same thing, the phone was picked up after many trials. Also, once they picked up the phone, I asked whether they have got the booking from Agoda or not. The person replied: ”agar Agoda ka confirmation aapko mil gaya to aa hi gaya hoga.” Shocked at the negligence, I again politely requested him to check which he did. Then I asked whether the room types are the same as I had booked and on the same floor. The person again reluctantly said : ”jo category aapne book karvayi woh hi hogi”. I told him that I expected to get the same category rooms but the reason for my calling them was to confirm it becasue the room category descriptions vary between multiple booking sites and some times between the properties and booking agency as well - its all from my previous experiences. So after so much deliberation he confirmed this. Call me too much hyper and apprehensive, but I sensed the level of service they could offer from these incidences and decided to cancel the bookings immediately. The reviews say that the property is lovely in terms of its location and space scaping but lacks on two major areas - its upkeep of facilities and the service levels. I can vouch being a regular visitor to Udaipur that this proerty has so many things going for it - first of all its location and views it offers and then approachability to the property being it on the lake shore which is the rarest of the rare combination to find in Udaipur. This reivew is purely aimed at letting them know what the travellers are missing on due to the lack of attention by the owners. Hope they notice this and improve on it. May be they can charge even higher rates and it can be upgraded to 5 star - it has that potential. If they take up these improvements, I would surely love to stay there. All the best!
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