Guest flags safety, hygiene and billing concerns at Aranya Vilas; hotel rejects allegations,department says violations, if found, will invite action
PRENEETA SHARMA
Shimla
A complaint against Aranya Vilas in Shoghi has triggered scrutiny by the Tourism Department over allegations concerning guest safety, hygiene, billing transparency and accessibility.The complaint, submitted by guest Ajay Veer Rathi to the District Tourism Development Officer (DTDO), Shimla, seeks a physical inspection of the property and verification of whether its facilities and practices comply with applicable tourism and safety norms.
Rathi alleged that he was assured complimentary breakfast while booking the hotel over the phone, but the facility was not provided at checkout. He also alleged that the hotel did not issue a proper invoice despite his request and has sought verification of its billing records.
The complaint also raises concerns over accessibility and safety arrangements at the property. Rathi alleged that some areas lack adequate railings or barriers and that certain large glass windows begin close to floor level, which he claimed could pose a potential risk to children, elderly guests and other vulnerable visitors. He has also urged the authorities to verify whether such arrangements comply with applicable building, fire and guest-safety requirements and whether guests are adequately informed about access arrangements before making advance or non-refundable bookings.
Rathi has also alleged that the hotel kitchen had a foul odour and appeared unhygienic. He has sought an inspection of the food-preparation and storage areas and requested that the matter should be referred to the appropriate food-safety authority if any violation is found.
However, Aranya Vilas in Shoghi owner Manjusha has rejected all the allegations, saying that the complainant’s version does not reflect what happened during his stay. According to Manjusha, the guest was allegedly under the influence of alcohol and misbehaved with hotel staff. She said the employees nevertheless remained polite and professional throughout the interaction. She also denied the allegations regarding the kitchen, maintaining that it is properly maintained and hygienic and that there was no foul smell on the premises.
The owner also disputed the complainant’s claim regarding complimentary breakfast, saying, “We did not promise any complimentary breakfast at the time of booking.”
Defending the hotel’s overall services, Manjusha pointed to its 4.7-star Google rating, saying the rating reflects positive feedback from a wider customer base. She maintained that the allegations raised by one guest should not be treated as established facts without verification. The management said it was willing to cooperate fully with any inspection by the Tourism Department and had nothing to hide.
While ,Tourism Department Inspector Dalip Thakur said the complaint was under examination and that the allegations would be verified before any decision was taken.“If anything improper is found, action will be taken against the property owner,” Thakur said.
He said manpower constraints meant that the department could not inspect every tourism establishment frequently. Inspections are generally conducted on a random basis, as well as in response to complaints and when new properties commence operations. Further,thakur said the present complaint would be dealt with under the prescribed procedure and that any regulatory action would depend on the findings.
With the guest and hotel management presenting contrasting accounts, the physical inspection and documentary verification will be key to establishing the facts. The case also underscores the importance of effective monitoring of tourism establishments on issues including guest safety, food hygiene, transparent billing and disclosure of important property-related information.
For now, the allegations remain disputed, and any regulatory violation will have to be established through the Tourism Department’s verification process.
