This hotel is spotless and very well-maintained. The architecture is a beautiful colonial-style building. Staff were very helpful and ready to help. Breakfast had many selections. We tried the South Indian restaurant in the hotel for dinner and the food and service were amazing.

Nothing.

Let’s start with the fact that we are staying here for the past 17 days straight (some through booking and some direct) and are looking to extend for a day or two more and have not got a very positive response/solution from the reception team today so I have left the hotel in a bad mood and stress today. Now First of all the positives: for us it has been the people. Manoj at the reception has been beyond EXCELLENT! We checked in as we had a family emergency with just day and night long hospital visits and were in extreme stress. He not only made sure we had the best in terms of hotel facilities but also ensured we had nothing to worry about from the hotel booking perspective. Our trust in him is unshaken and we as a family thank him from the bottom of our hearts! Shubham and Sarvesh, we had only one dealing with but again, they put us at ease and were so amazing at easing out our stress. So Thank you! The Hornbys team has gone above and beyond for us. Fabian and his team like Hemant and Urfan always took good care of our needs and probably know our food habits by heart 😊 The hotel facilities are good too, although I couldn’t use much of it personally.

The negative for us: the people! I know it is ironic but in a same hotel, some employees can be so emphatic and some not understanding the situation at all is beyond me. Perhaps it has nothing to do with the training but about the person. Not so much understanding/empathy from Bhavna, Shabana and Mahesh/Manish (not sure of the name) Here is to hoping people like Manoj are promoted and can teach a thing or two to people about Customer Service and empathy.

That’s

Extremely

The room was nice and clean

Downloading the services manual which was not bright enough on my mobile

All Services - Breakfast, the room was the best and so dinner was scrumptious

Friendlyness

More business than pleasure

The room was comfortable and staff very accommodating

Can improve the breakfast. It had mostly Indian foods. It also lacked space. Was quite overcrowded.

Not much

Gave my prepaid room away and forced me to take a smoking room on check in. Blocked my key on check-out date so I had to run up and down to regain access to my room, leading to a delay in getting to the airport. Perhaps they are used to a certain kind of clientele so they take their guests for granted and don't trust them at all.