Retreat Hotel Samden — Hotel in West Bengal

Dear Goibibo Team,

I am writing to formally raise a serious complaint regarding a deeply distressing experience at a property recently booked through your platform during my visit to Darjeeling.

We were a group of five cousins (four females and one male), and due to a train delay, we arrived at the property around 11 PM. To our shock, the property was completely closed upon our arrival. I called the contact number listed on Google, and a woman answered, stating she would share an alternate number. Shortly afterward, two young men arrived at the property—presumably staff or receptionists—both of whom were clearly intoxicated. They were so inebriated that they struggled to even note down our names in the guest register.

This immediately made us feel extremely unsafe, especially as a group of mostly female travelers. The main entrance grill was locked, and the overall condition and management of the place were highly unprofessional and unsettling.

Given the late hour and lack of alternatives, we had no choice but to stay the night. We were assigned rooms 2 and 3 on the upper floor. However, the condition of the rooms was deplorable, offering no privacy, comfort, or basic security.

Throughout the night, the two staff members—along with others (including a woman’s voice we could hear)—were shouting, fighting, and causing a disturbance. At one point, we could hear objects being thrown, loud arguments, and aggressive behavior from outside our rooms. There was a noticeable gap under the door, through which all the noise and smell carried into the room. Additionally, the corridor adjacent to the bathroom had a window through which we could strongly smell alcohol and cigarette smoke.

The entire situation was frightening and traumatic. We were unable to sleep the whole night due to fear and constant noise. As female guests, we felt completely unsafe and vulnerable. This experience turned what was meant to be a relaxing trip into a nightmare.

It is extremely disappointing that a reputed platform like Goibibo would list such a poorly managed and unsafe property. Not only was our money wasted, but our entire trip was also ruined due to this terrifying experience.

I urge Goibibo to take strict action against this property, remove it from your listings, and ensure such experiences are not repeated for other travelers—especially women. I also request appropriate compensation for the distress, inconvenience, and safety risk we had to endure.

Looking forward to a prompt response...

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