We had planned a family re-union after several years, and 17 of us came together in Goa (from different parts of India and the US), booking 7 rooms at this hotel, paying a total bill of about 4 lakhs, for a stay of 4 nights (2nd Jan 2022 to 6th Jan 2022). What followed, unfortunately, was unfortunate, unprofessional, and not at all expected from a reputed 5 star property.
Amongst us, there were 5 senior citizens (well above 70 years of age each) and a 6th who had just got away from the ICU and was looking forward to a holiday with family, peace and quiet.
Without any warning whatsoever, the hotel started renovation work. This was in the form of LOUD and CONTINUOUS drilling and banging right on top of our heads. Calls to the reception were met with empty promises like ... we will stop the work immediately, etc etc... none of which happened. This was at 3.30 pm, in the middle of the hot afternoon. We couldn't go out due to the heat, and staying in was nothing less than torture.
Long story short – despite escalations to Duty Manager, project Manager, etc - nothing changed for 3 days, and finally I changed my flight (at considerable personal expense), and checked out a day early. Never again will we make the mistake of going to Kenilworth, and I have told everyone I know the same thing. There are plenty of great properties out there that treat customers with the honesty that they deserve!