Hotel Pride Plaza — Hotel in New Delhi

Update: Menakshi (Guest relations manager) messaged me to confirm that the situation was addressed and proper training was implemented shortly after. I am raising the service by 1 star for that reason alone. I will also add additional clauses to the first part of my review and edit it as well.

The breakfast buffet was great, but my chances of staying again are low. It's not a terrible hotel so I encourage you to give them a try, It's just not for me. If anything changes, I will update this review accordingly.

I stayed here on the 27th-29th of April and it was stressful. My friend had some booking issues with our rooms due to the travel agent making a mistake and he called the hotel TWICE in advance to clear things up (I believe I heard at least one of the calls).

By the time we got there, our rooms weren't the king rooms we were expecting, but deluxe twins or something. Our group was upset.

I was recovering from food poisoning, so I just wanted a proper room for me and my beloved girlfriend, so I decided to just try and upgrade.

The front desk staff told me the price, but offered a discount. My friend saw me preparing to pay and then got very upset because he already spoke with the hotel to confirm/correct things, but they were more willing to take my money rather than do the right thing it seems.

My friend was infuriated and the night manager just told him to calm down, show little to no empathy/ basic customer service skills, telling my friend "we are out of rooms" or " the booking was wrong".

My friend continued to protest as to why they were willing to allow me to pay to change the room, but not correct the booking. The night manager just claimed they were "unavailable".

After while my friend spoke with the night manager in Hindi and told us that we would go eat. My friend assured us that when we came back we would have our proper rooms, and we did.

The night manager put us through all that stress for nothing. We didn't have to pay for an upgrade and they just corrected our booking. It was a very disappointing experience.

When we checked out the next afternoon, Aarti spoke with me about my experience and I explained the situation. She asked me to provide feedback, and I did. I filled out a form and suggested customer retention training and I think conflict management or something along those lines.

Aarti apologized for the inconvenience and went to bring her manager, Meenakshi. Meenakshi did everything she could to make things right and she really tried to see if there was anything she could do to ensure that I would consider that hotel again.

To me, in that moment, her mentality was much better than the night manager's. I couldn't promise that I would stay there in the future because I didn't know if I would, but I was grateful for her understanding and connected with her on LinkedIn in case there was anything we could help each other with in the future.

Aside from that, it was annoying to not have free access Wi-Fi in the lobby. You have to go ask to log in every 10-20 minutes.

The location isn't the best either, unless you're just on a layover. There isn't anything too interesting within walking distance.

In general, most of the staff were great, the food was good, and the rooms were alright 3.5/5 at best.

That's my experience. I would have wrote this a while back, but I didn't have the time or energy until now. It's not a terrible place, but maybe it's just not for me.

Thank you Aarti and Meenakshi for your patience and support. They deserve a promotion or raise. (Please excuse any typos)

Robert Earl Ward, Jr. CEO The Top Hat...

So my criteria for booking at Delhi Airport are basically... look for the cheapest hotel in Aerocity on any given night. They are all up to standard as the whole of Aerocity is a piece of the West inside India, complete with often annoyingly high prices.

It just so happened that this place was cheaper than the Ibis, which is funny because it turned out a five star hotel.

So I am going to put myself in the shoes of a feckless rich person and judge it accordingly... obviously they treat you like royalty here. Sort of. So I arrive... very nice perfumes blowing around by the entrance, people bowing and saying "namaskar" and insisting on helping me with my bag.

Now this sounds like I'm plucking at straws because obviously it's part of the "five star" service, but actually it made the whole thing less efficient than it should have been. They took my bag off me before I checked in, so I walked from the entrance and the porters a good 30 meters to the check in desk, my bag uncomfortably absent.

Then at the checkin desk I was waiting a good ten minutes it takes forever. India has woefully excessive bureaucracy requirments for hotel check in but still... just get more staff. Maybe get some of those porters to work on the checkin desk. Anyway, got the room and all, then had to walk back a full 30 meters to the porters, tell them my room. They insist on wheeling the suitcase for me, which again I know it's part of the service but don't fight me on these things man.

And then when we get to my room the guy asks for some feedback or something (probably a tip) which is just a pain in the bottom honestly. I refused at that point. So yea this is a classic example of overengineering and so called "service" making things inefficient and dumb.

Make the checkin desk fast. The porters... unless you are carrying a metric ton of luggage... we can take it ourselves. Maybe upper class Indians or even very rich Westerners might like the porters but if you are only charging £70 a night, the sort of people who show up will be used to carrying their own bags. But we will still be annoyed waiting in line, so please, reassess your priorities.

Rooms were good, everything worked well. The minibar was shockingly overpriced and that's coming from a Brit. I mean I guess it's a five star hotel but still... £2 for a tiny piece of chocholate is insane. Just charge more money upfront and give people free food.

But the rooms, beds, shower, amenities. All really well kitted out. And they offer a wakeup service.

Only one other annoying thing: For such an emphasis on service, they were apparently unable to bring my food up from the Zomato delivery guy downstairs, I had to go out there myself they wouldn't even let him into the forecourt. Annoying. Like I'm gonna pay for some crummy restaurant when I can order that good stuff in from Mahipalpur innit 🤙. I can pay £4 for a full butter paneer tikka with huge naan, or alternatively two tiny bits of chocolate.

This is a phenomenal hotel don't get me wrong but some of the details I found annoying and I think I might not be the only one to notice things like this.

Us big shot valued five star guests should not be...

I had an extremely disappointing and frustrating experience with Goibibo and Hotel Pride Plaza that I feel compelled to share. I booked a room at Hotel Pride Plaza through Goibibo for an overnight stay from 25th to 26th July. The advertisement clearly stated that I could book the hotel for just Rs. 3,325, which convinced me to proceed with the booking.

However, I never received any confirmation email for the full night's stay. The confirmation provided by Goibibo instead changed the booking to a very limited time slot from 10 AM to 4 PM. This was completely unacceptable and misleading and completely different from what was promised. I tried explaining that I booked the hotel for a full night stay and requested at least a change in check-in/check-out times to 6 AM to 12 PM, since I was not even in Delhi and needed the room overnight. Unfortunately, they refused and blamed me, claiming it was my mistake for not reading the fine print, which was hidden somewhere in their confusing policies.

Despite multiple efforts, I called Goibibo over 20 times from 11 AM to 5 PM trying to resolve this issue. The customer support team was shockingly unprofessional, rude, unhelpful, and dismissive. They kept saying they couldn't connect me to the hotel, which was blatantly untrue — they simply wasted my time and never made any real effort to assist. When I requested to speak with a manager, the response was even worse: the manager was dismissive, rude, and accused me of not reading the policy, even though it was not clearly communicated at the time of booking.

When I threatened legal action, the manager provoked me further by telling me I could do whatever I wanted. Meanwhile, I received multiple emails claiming I was not answering their calls, but in reality, neither the hotel nor Goibibo made any genuine attempt to contact me or resolve the issue. I didn't even stay at the hotel, yet I was still charged Rs. 3,325, with no option for refund or alternative arrangements.

This entire experience has been a nightmare—mental torture, time waste, and utter betrayal of trust. These companies are clearly cheating consumers and providing false advertising. I have proof of my payment and all communication, which I will be using to file formal complaints against both the hotel and Goibibo.

Avoid booking through Goibibo and Hotel Pride Plaza Aerocity at all costs. Their service is unprofessional, their policies are misleading, and they have no regard for customer satisfaction. Stay away from...