The Leela Goa

We had an amazing stay at The St. Regis Goa Resort. The property is absolutely beautiful, the food was great, and the hospitality made the whole experience even more special. A very special mention to our butler, Sahil, who was truly the game changer for us. My son wasn’t feeling well during our stay, and Sahil went out of his way to help us with absolutely anything we needed. One message or call and he was there, arranging everything and making sure we were comfortable. That kind of personal attention and genuine care really made a huge difference to our stay. A big thank you to him! Also a huge shout-out to Amber and Suraj from the restaurant team. Both were absolutely wonderful and took such good care of us. Overall, a fantastic experience. Beautiful property, great food, but above all, an amazing team. Kudos to everyone at The St. Regis Goa Resort! We will definitely be back.

Had a wonderful and comfortable stay at this beautiful property. Sunny, my butler, was always just a phone call away, along with Uma Anand, who made our stay even more special. A special thanks to Vishu for helping us with the reservations, and to Chef Santosh and Chef Sagar for making my meals truly memorable. The pool team also did a fantastic job. Thank you all for making our stay so enjoyable and memorable!

We stayed at the property to celebrate my daughter's first birthday, and the staff went above and beyond to make the celebrations special. I would particularly like to mention Ms Kanika, who helped us with the reservations; Mr Anuj from the F&B team, who made sure all meals were excellent; and Mr Shubham, our butler, who was exceptionally helpful. The hotel is a great choice when travelling with family - the staff catered to the needs of all age groups and accommodated baby amenities and special dietary requests. The rooms, pool, and breakfast were all lovely. We would definitely be back soon.

Formal Complaint Regarding Poor Service, Misconduct, and Guest Harassment at The St. Regis Goa Resort Guest Name: Mr. Sagar Luthra Contact Number: +91 9910822922 Travel Date -: 18-20 Aug 2026 To: The Management The St. Regis Goa Resort Subject: Formal Complaint Against Staff of The St. Regis Goa Resort for Misconduct, Poor Service, Misrepresentation, and Failure of Guest Relations Dear Management, I am writing to formally register a complaint regarding the extremely disappointing and distressing experience my family and I faced during our recent stay at The St. Regis Goa Resort. Despite paying approximately ₹ 44,000 per night and extending our stay due to our initial positive impression of the upgraded room, we were subjected to repeated instances of misinformation,hotel side unprofessional behaviour, poor service, and disrespect by several members of your staff. Upon arrival at The St. Regis Goa Resort, we discovered that the room allocated to us had only one washroom, whereas our family required a room with two washrooms. We politely explained that this may have been an oversight during booking and requested a room that would better suit our family’s needs. Ms. Saheli attended to us and repeatedly refused our request, despite acknowledging that such rooms were available. We were informed that no change would be possible unless we paid extra charges. Even after requesting to speak with a senior staff member, we received the same response. Later that evening, Managers Mr. Umanand and Mr. Suraj met with us and assured us that the room would be upgraded the following day. Based on this assurance, we adjusted for the night. The next day, the room was upgraded, and we were comfortable enough to extend our stay by two additional nights directly through The St. Regis Goa Resort. 2. Unprofessional Behaviour Regarding Complimentary Benefits As part of the extended booking at The St. Regis Goa Resort, complimentary High Tea and other benefits were offered. We informed the staff that we had missed one lunch and one High Tea due to scheduling issues. When we requested flexibility in the High Tea timing, Mr. Umanand behaved in an extremely rude and argumentative manner. Rather than listening to our concerns, he continuously lectured us about hotel rules and policies and refused to accommodate even a reasonable request. Throughout our stay, Mr. Umanand repeatedly reminded us that the hotel had upgraded our room, despite the fact that we had also extended our stay by paying for two additional nights. His behaviour was dismissive, arrogant, and entirely inconsistent with the hospitality standards expected at The St. Regis Goa Resort. 3. False Information Regarding Suite Benefits Our suite category clearly displayed benefits including minibar access and laundry services. When we contacted the staff regarding these benefits, we were told that no such inclusions existed and were asked to provide screenshots as proof. Instead of assisting us, staff members repeatedly questioned and challenged us, creating unnecessary inconvenience. In addition, several suite benefits that were expected as part of our booking were never properly provided. The welcome fruit basket was delivered only once and was never refreshed during our stay. It remained unchanged for several days despite us staying in a suite category that promised enhanced services and privileges. Overall, we did not receive multiple benefits associated with our suite category, resulting in a stay that did not match the experience we had paid for. 4. Repeated Refusal to Arrange a Meeting with the General Manager For three consecutive days, we requested a meeting with the General Manager of The St. Regis Goa Resort, Mr. Arun Vishnoi. We made these requests through multiple staff members, including Mr. Umanand and our assigned butler, Mr. Hamza. Despite numerous assurances, no meeting was arranged. Later, Ms. Savitri and Ms. Prerna met us and assured us that a meeting with the General Manager had been scheduled between 11:15 AM and 11:30 AM. We waited during the agreed time slot, but no one arrived and no explanation was provided. This was highly disappointing and demonstrated a complete lack of respect for guests. Subsequently, Ms. Diana personally visited our room and introduced herself as someone involved in overseeing hotel operations and management. She requested that we share our complete experience and any concerns we had encountered during our stay. We explained all the issues we had faced, including the room allocation problem, service failures, communication gaps, and staff behaviour. After hearing our concerns, Ms. Diana repeatedly acknowledged that what had happened was unfair and stated on multiple occasions that, “This should not have happened to you” and “What happened with your family was wrong.” She assured us that she would look into the matter and attempt to improve our remaining experience at the resort. 5. Poor Food Quality and Mishandling by Chef Akanksha During our stay, Rajma was served in an undercooked condition. Upon raising the issue, Chef Akanksha apologised and requested additional time to rectify it. We waited approximately 45 minutes. When the dish was finally returned, the Rajma had simply been crushed rather than properly prepared. This did not resolve the issue. Chef Akanksha again apologised and promised to prepare a fresh batch the following day. It is also important to note that we had been requesting Rajma for three consecutive days. On the first occasion, we were informed that the request had been forgotten and that it would be prepared the following day. When we returned the next day, we were again told that it had not been prepared because Rajma requires pre-soaking in advance. While we fully understand this preparation requirement, our concern was that despite repeatedly requesting the dish over a period of three days, the request was not properly attended to. This reflected a lack of attention to guest preferences and poor service coordination. 6. Miscommunication Regarding High Tea and Poolside Service A significant issue arose regarding our pending High Tea benefit. Before proceeding to the poolside, we specifically discussed the matter with Ms. Diana. We initially requested whether our pending High Tea could be arranged at Aqua. Ms. Diana informed us that Aqua was occupied due to another event and would not be available. She therefore asked us to choose an alternative location. We suggested the poolside area, and Ms. Diana expressly agreed to this arrangement. Based on her approval, we proceeded to the poolside believing that our pending High Tea benefit would be accommodated there. We also informed our butler, Mr. Hamza, about our plans. Upon reaching the poolside, Chef Akanksha informed us that food from another restaurant could not be served there and instead provided the poolside menu. At no point were we informed that ordering from this menu would incur additional charges. After we had already placed our food and beverage orders, Ms. Diana and Mr. Divya Jyoti approached us and informed us that the poolside menu was chargeable. They initially acknowledged that the misunderstanding was due to staff communication failures and assured us that the items already consumed would be accommodated. However, these assurances were later withdrawn. 7. Serious Dietary Error Despite our family being strictly vegetarian, prawns were served alongside our food. This is a serious lapse in hospitality and food service standards and falls far below the expectations associated with The St. Regis Goa Resort. We immediately stopped eating, left the food and beverages unfinished, and exited the area. 8. Harassment and Misconduct During Checkout At checkout, we were presented with charges for the poolside food and beverages. When we explained that these items had been approved and confirmed by staff as part of our pending High Tea benefit, several staff members, including Mr. Umanand, Ms. Diana, Mr. Suraj, and Mr. Divya Jyoti, contradicted their earlier statements. Ms. Diana initially admitted multiple times that she had approved the arrangement but later changed her position. Mr. Divya Jyoti behaved in a particularly rude and aggressive manner and made statements to the effect that we could post reviews wherever we wanted and that the hotel would handle them. Such remarks were disrespectful and completely inappropriate. We felt cornered and pressured into paying charges that arose solely because of the hotel’s failure to communicate accurately. We were effectively told that we would not be allowed to leave without settling the disputed amount and were offered only a 50% discount. To avoid further confrontation and harassment, we paid the amount and checked out. 9. Impact on Our Family The entire experience at The St. Regis Goa Resort was extremely upsetting. Our children were shocked by the behaviour displayed by several staff members. Even my 14-year-old son attempted to explain the situation calmly to the staff, but his concerns were ignored. As paying guests, we expected professionalism, transparency, and respect. Instead, we encountered repeated misinformation, poor service recovery, broken commitments, and rude behaviour. Staff Members Involved The following staff members were directly involved in the incidents described above: * Mr. Umanand * Mr. Divya Jyoti * Ms. Diana * Chef Akanksha * Mr. Hamza * Mr. Suraj * Ms. Saheli Requested Resolution I respectfully request the following: 1. A thorough investigation into the conduct of the staff members named above. 2. Appropriate disciplinary action wherever misconduct is established. 3. A formal explanation regarding why repeated requests for a meeting with General Manager Mr. Arun Vishnoi of The St. Regis Goa Resort were ignored. 4. A review of the disputed poolside charges and appropriate compensation. 5. A written apology from the management of The St. Regis Goa Resort for the distress caused to my family. 6. A callback from General Manager Mr. Arun Vishnoi so that I may personally explain the issues we experienced. I trust that The St. Regis Goa Resort management will take this complaint seriously and uphold the standards expected from a premium luxury hospitality brand. Sincerely, Mr. Sagar Luthra Contact: +91 9910822922

Nice property with excellent staff.