7 Monkey Hills Resort by Spicy Mango

Subject: Complaint Regarding Unfair Handling of Booking Error – Request for Reasonable Resolution Dear Management, Resort 7 Spicy Mango – Matheran I am writing to formally raise a complaint regarding an extremely disappointing experience with your booking and customer service team. We had made a reservation for 2 rooms for 3 nights, intending to stay from 15th August 2025, a special long weekend for our family. However, due to an inadvertent date selection, the booking was processed for 15th July 2025 instead. We accept that the error was ours – but it was a genuine and honest mistake, realized much before the scheduled (wrong) date. We immediately contacted your team and explained the situation, requesting any of the following: A shift of dates to 15–18 August (rooms were available), A partial refund, Or a credit note valid for a future stay. Unfortunately, none of these options were considered. We were told that the booking was non-refundable and nothing could be done. The communication was curt and dismissive, with no attempt to understand or support us as guests. We are not asking for a special favor – we are simply requesting a fair and reasonable resolution: We were not a no-show. We gave advance notice. We were ready to pay the difference in room tariff. We were flexible with dates and open to credit. What’s most disappointing is that even when the loss to your property would have been zero, your team still refused to offer any alternative. This shows a complete lack of guest care and hospitality ethics. Your “non-refundable” policy is understood, but it should not override common sense and compassion. Human errors happen, and businesses that care about their customers find ways to support them – especially when the intent is clear and sincere. This experience has been frustrating and unfair, and unless revisited by your management, it leaves us no option but to escalate this publicly and leave honest reviews to warn future guests.

My 3 visit, every time feels special, beautiful maintained, excellent service. Excellent location, good service.

Overall stay is good. Food is good. In pool don’t hv temperature control. Can’t swim it’s chilled so no point with private pool. View and location is good. Don’t book from mmt i paid 13000- for private pool room. When i checked with hotel it was 7000- with gst and breakfast