Let me at the outset highlight that the hotels were better than average in terms of service, ambience, and quality. However, I was not happy with the overall treatment meted out to me and my family, which resulted in very bad memories of my holidy to Kashmir. I am posting this nearly 17 months after my actual trip. The bad memories are so strong, that I making this effort to write this so that maybe some people will avoid getting cheated.
These guys operate a web-site https://grandmumtazkashmir.com/. This contains a pack of lies. Do not be fooled by all the lovely descriptions of the tours and packages provided and these are totally meant to mislead and cheat people. Even if you want to stay in this hotel chain, AVOID booking through this web-site OR you will be cheated. Please book through your trusted travel agent.
The status of Mr. Khan, who masquerades as the booking representative is unknown. He claims to be an employee of the group and as mentioned on the web-site, but the Hotel management and the MD of the hotel chain deny this. But, given the way this racket is set-up, these people seem to be hand in glove.
I am enclosing the letter that I wrote to them after completing my trip, but there was no response from their side.
Mr. Khan,
You have betrayed my trust in masquerading as representing Mumtaz group of hotels. The only reason I dealt with you was because you operated a web-site with an address which anyone will mistake to belong to Grand Mumtaz group. I have confirmed with none other than Mr. Mushtaq himself, who happens to be the Managing Director of that group, that you do not represent their hotel group and their relationship with you is that of mere travel agent who sells rooms for commission. Infact, dealing with any travel agent in Mumbai would have been preferable to dealing with you as they would not have resorted to cheating tourists like the way you have done.
The worst memory of my trip is to listen to abuses by the owner of the Houseboats where you made us stay. Despite having overcharged and paid fully for the trip, we were held hostage for nearly 20 mins on the houseboat on the day of departure. And to top it we were abused in full public view by none other than the so-called owner of the house-boat, to quote "bastard" and "beggar" in Public in the presence of my wife and daughter. People like you are bringing a dis-repute to Jammu & Kashmir and need to be punished.
List of deficiencies
Operating a site which looks like it belongs to Grand Mumtaz, Kashmir
Overcharging - even if you add up all the prevailing rates, have been overcharged by atleast Rs.10, 000. I accepted your word in good faith. Just because I agreed to paying Rs.54, 700 thinking that I am dealing with a reputed hotel group, this does not give you the right to cheat. If you have any concious left, kindly refund this at the earliest.
Despite charging over and above even the rack rates, everything on the package itinery was excluded. There is nothing of this sort mentioned on your web-site or in the communication that you sent to us. Atleast the level of service has to match the price charged. We would not have minded the higher cost if the level of service matched the rates. We have have the rich experience of widely travelled in India and internationally in over 10 countries over last 10 years.
No vehicle sent to airport for pick-up despite intimation of travel details, though I must admit, Mr. Kaul of Shangloo Travels apologised for error and compensated us for the taxi charges. This apology is accepted.
No welcome at the hotel on arrival. Hotel staff left the luggage in the parking. Only when Mr. Ahmed arrived did they even acknowledge our presence.
After drop to pahalgam, driver wanted to leave us there without vehicle for 2 days, despite the understanding with you that vehicle will remain from the beginning to the end of the trip. We had to argue and make couple of calls to their office, till they accepted.
In Gulmarg, the hotel staff tried their best to shift us to a room outside their hotel. This particular room did not even have the basic neccessity of attached bathrooms. We had to fight with them to shift us to the category of room that was booked.
At the houseboat, we were booked for Mumtaz palace/ fairhaven. Instead of these we had to stay in the inferior Cherry Ripe. The difference was obvious by looking at the interiors. The owner of the house-boat, the rude person as he is said take it or leave because he said his deal is with you and not with us. And to top it all, despite being overcharged and fully paying for the trip, we were held hostage for nearly 20 mins on the houseboat, delaying our departure to the airport. And to top it all, instead of being apologitical, we were hurled with abuses in public view in the presence of my wife and daughter by none other than the so-called owner of the house-boat, and to quote specifically, he called us "bastard" and "beggar".