Hyatt Regency Kolkata

Horrible experience. I've been here before years ago, but my visit on 15th July 2024 was the worst and enough to say, I'd never visit again. We went for a birthday lunch at their Waterside cafe restaurant, we wanted to order specifically but the waiter told us to go for buffet instead. We ordered drinks and followed as told and went for buffet. But that day, we couldn't eat a thing because the whole buffet spread was infested with innumerous flies. On the fried open items, on desserts, on salads, flies were visible sitting everywhere. The area had no insect repellent devices on sight, and the only measures they took was keeping a staff member with an insect killing racket who was fumbling over which location to even stand at because flies were everywhere and shifting from one food to another. We took some items as we had not yet noticed the flies, until they started piling on our plates, sitting on food items we took from the buffet hence we had to discard eating those, on the drinks we ordered its glass and straws, and everywhere else. We were disgusted and would rather not take food that could cause illnesses because flies do carry germs and it would be a terrible decision if we walked on uncertainty and ate those fly infested items. We checked the dessert section hoping something would be eatable but there too flies sat on the openly kept desserts and surprisingly none was there to watch over such a huge buffet spread hence allowing flies to be there. We reported to the authorities and the manager however the people that followed, were not willing to cooperate and said we are trying to demolish their "image" and had wrong intentions - from what? Reporting alot of flies in food. We were forced to leave as no one who came took accountability of such unexpected harmful experience yet one thing, we did pay. We're not there to harm their image, and hence we paid the full amount despite not being able to eat a thing that day. Later, till the time of writing this, our complaints via letters, authorities, and lawyers has been going on. They have not admitted their mistake even once, rather have insulted us, personally targeted us, tried to assassinate our and our lawyer's character via their own, have twisted their own order of events and tried to shut us down. Even going far as to compare us to other customers that if others didn't complain, our voice is just background noise and worth nothing. Till date, they claim the flies wasn't a big deal not realising that being the big establishment they portray themselves to be, it is very much expected to not see flies which can carry germs to be on food, isn't that what anyone would expect from a place where I went for quality and cleanliness? We never demanded replacement or compensation, we only demand - accountability. We wanted them to just admit their fault but they have set their minds on justifying flies than helping guests. My recent visit to Cafe mezzuna (South City Mall) on the other hand was an exact polar opposite to entirety of Hyatt Regency, Kolkata. There the manager noticed a single fly, on our coffee cup, and took it and sent a new cup without us telling him. Honestly, we ourselves didn't notice that fly, but he from somewhere did and was fast as light in replacing it. This shows the sheer difference, Hyatt a place with more people, and more flies, is ready to tarnish the experience of their guests for justifying themselves while another name in the same sector, Cafe Mezzuna with less people is ready to watch out even a single fly because to them, the guests matter more. And they apologised too, for a single fly and a single cup. Meanwhile, two years of letters and words, Hyatt has seen the images we took that day, yet has not even apologised for those multiple flies on every open buffet item and our tables. This is not to target nor compare anyone, this is just to tell what is expected from a place like Hyatt and what guests truly deserve to be treated as. Would never visit again, and hope it never repeats with anyone else.