Guests in the hospitality industry are highly respected and given the utmost care, ensuring they have a comfortable and fulfilling experience. Hotels aim to deliver an exceptional stay that leaves a memorable impression, where guests feel pampered and appreciated.
But what happens when a guest exceeds the average length of their stay?
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Now, imagine a story that pushes the boundaries of hospitality, where a bold individual takes advantage of the system, leaving hotel management stunned by bold actions.
Roseate House, a luxury hotel near the Indira Gandhi International Airport in Delhi, reported a significant financial loss of Rs 58 lakh. The failure occurred due to a prolonged stay of one of its guests, who, with the collaboration of specific hotel personnel, managed to reside in the hotel for almost two years without making any payment.
The hotel has now filed a police report against Ankush Dutta, the guest in question, and a member of staff.
On behalf of Bird Airports Hotel Private Limited, the company responsible for operating Roseate, Vinod Malhotra, filed a First Information Report (FIR) providing a detailed description of the incident.
Malhotra emphasizes that Ankush Dutta’s long stay of 603 days resulted in a tremendous cost of Rs 58 lakh, which the guest purposely avoided paying before checking in.
The FIR accuses Prem Prakash, the head of the Front Desk Department, who was given the authority to determine room rates and access the hotel’s computer system to document guest fees, of willfully violating hotel policies. to accommodate Dutta’s extended stay.
The hotel management accused Prakash of accepting illegal cash payments from Dutta in exchange for tampering with the hotel’s internal software system. This system is designed to maintain and control the duration and financial accounts of the guests.
According to the FIR, “Guest Mr. Ankush Dutta and some known and unknown hotel employees, including Mr. Prem Prakash, hatched a criminal conspiracy to gain unfair advantage and deprive the hotel of its rightful dues.”
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In addition, the FIR alleges that the staff members involved committed forgery, deletion and addition of account entries while manipulating multiple records within Ankush Dutta’s account on the hotel’s Opera software system.
According to the allegations, Ankush Dutta initially checked into the Roseate House on May 30, 2019, and reserved a room for one night.
However, instead of sticking to the scheduled departure date of May 31, he continuously extended his stay to January 22, 2021. In accordance with hotel policies, if a guest’s outstanding dues exceed 72 hours, reporting to the chief executive and financial controller is mandatory. . However, Prakash did not report Dutta’s outstanding dues to the higher authorities of the hotel.
Furthermore, the FIR reveals that Prakash intentionally avoided generating reports of outstanding payments from May 30, 2019 to October 25, 2019.
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Even when he finally generated the report after October 25, he misleadingly combined the outstanding invoices from unrelated guests, hiding Dutta’s outstanding charges within the consolidated statement.
Roseate House claims that Prakash employed various tactics to facilitate Dutta’s extended stay, including fabricating accounts to indicate that other guests had made payments on his behalf. This claim was later shown to be false.
Furthermore, the hotel discovered that Ankush Dutta issued three checks of different amounts (Rs 10 lakh, Rs 7 lakh and Rs 20 lakh) on different dates, and all these checks bounced.
Prakash deliberately withheld this information from the hotel management.
By demanding strict legal action against the perpetrators, Roseate House argues that they have committed a range of criminal offences, including criminal breach of trust, deception, forgery, and account falsification.
(With PTI inputs)
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Source: vtt.edu.vn