Hotel Horizon

I want to formally report an unpleasant experience I had at your hotel tonight. My two friends and I went to the local bar area of Horizontal Hotel. We bought a 500 ml bottle of Celebration liquor and ordered an extra vegetable salad. We also asked for boiled eggs, but were told they were not available. During our visit, snacks were served three times. When I tried to get snacks a fourth time, another waiter stopped me and said I couldn't take any more. I didn't argue and went back to my table. I was surprised because I didn't know there was a limit on how many times snacks could be taken. Despite this, I paid the full bill of ₹620 plus an extra ₹70. Later, I spoke with the manager who said there is no restriction on taking snacks. This shows I was wrongly stopped and embarrassed in front of other guests. I've been to your hotel many times before, and this is the first time I've been treated so disrespectfully. It was humiliating, which is why I'm writing this email. I also ask that customers in the local bar section not be stereotyped or treated unfairly. Everyone deserves respect and courtesy no matter where they choose to eat or drink. I have also submitted this complaint in writing via your complaint box at the hotel. I sincerely hope this complaint is taken seriously as a customer service issue and not dismissed because I had consumed alcohol. I trust appropriate steps will be taken to prevent such incidents in the future. Thank you for your attention. I await your response.

I rated it 3 mainly because of the reception staff's attitude. This was my fourth time staying at Hotel Horizon, Trivandrum, which shows I usually have a good experience here. On my last visit, I got a bigger room that I really liked, and it was never called an upgrade, so I asked for the same room this time. At first, my request was refused even though rooms were free, and the staff said the room I wanted was a deluxe room (I had booked a standard room costing 4k). After some discussion, I finally got the room. I was fine if I couldn't get it since it wasn't what I booked. I asked without knowing the bigger room was a higher category. The problem was the unfriendly attitude during this exchange. I think the reception team could do better to make returning guests feel appreciated. The warmth and hospitality expected at check-in were missing. The rooms are a bit old but very clean and well kept. However, the AC in my room leaked and didn't cool well. A technician checked it but didn't fix it during my stay. Also, the AC controls seemed outdated and could be improved. On the plus side, the restaurant staff were polite and attentive. The breakfast buffet is small but the food is fresh, tasty, and filling. Overall, Hotel Horizon is a clean and comfortable place, but better front office service and fixing room issues would improve the experience a lot.

The restaurant service was excellent, and the food arrived promptly without any delay.

Well-known

We held our office meeting here, and the banquet hall setup and buffet lunch, including the service, were satisfactory. The lunch highlights included sweet corn clear soup, roti, crispy vegetables, and chicken fry, all delicious. The gulab jamun with ice cream was a delightful finishing touch. Overall, it was a pleasant experience. The terrace balcony stood out, offering a stunning view of nature and serving as an ideal place for our team photo.