Gurgaon, July 17, 2024 — In a surprising turn of events, billionaire Michael Dell, chairman and CEO of Dell Technologies, faced a refusal for a late check-out at the five-star Oberoi Gurgaon hotel. This incident was revealed by Kapil Chopra, the former president of Oberoi Group, during a podcast with Shantanu Deshpande, founder of Bombay Shaving Company.
Kapil Chopra, who led the Oberoi Group from 2013 to 2018, discussed various customer complaints related to strict hotel check-in and check-out policies. He cited Michael Dell’s experience as a prime example. According to Chopra, Dell had realized he needed to stay at the hotel until the evening and approached the receptionist for a late check-out in his characteristic modest manner.
The receptionist, on her first day at the job, was unaware of Dell’s prominence and strictly adhered to hotel policy. “The lady quoted the policy: ‘Sir, check-out is till 12 pm. If you stay till 6 pm, it’s a half-day charge. If it’s post 6 pm, it’s a full-day charge’,” Chopra recounted during the podcast. This interaction led to Dell deciding to check out of the hotel altogether, despite the efforts of the country head of Dell and others who were present.
Chopra received a call from the country head of Dell, expressing frustration over the incident. “The country head called me saying ‘yaar you could have charged us more. Why was Michael Dell refused?’” Chopra recalled. “Now he wants to check out because he wants to set an example.”
Chopra emphasized that Michael Dell is known for setting high standards and leading by example, which likely influenced his decision to leave the hotel after the refusal. This incident highlights the importance of flexibility and awareness in customer service, especially when dealing with high-profile guests.
Michael Dell, 59, is a self-made billionaire worth an estimated $105 billion, according to Forbes. He has built one of the world’s largest technology infrastructure companies and is renowned for his leadership and business acumen.
Chopra, who left Oberoi Group in 2018 to establish The Postcard Hotel and EazyDiner, shared this anecdote to underline the impact of customer service policies on guest experiences. The full episode of “The BarberShop with Shantanu” podcast is available on YouTube, offering more insights into the hospitality industry and the challenges it faces.
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