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PEN LETTER TO PROSPECTIVE GUESTS OF NOVOTEL MUMBAI JUHU BEACH
To Guests, Consumers, and the Public, I am writing this open letter not out of preference, but necessity. In February 2025, during a stay at Novotel Mumbai Juhu Beach, I suffered a severe bout of suspected food poisoning following a meal on their premises. As an Accor ALL Platinum member, I reasonably expected professional service and basic hygiene — what I received was negligence, followed by silence, then intimidation. After raising this complaint directly with hotel management and attaching supporting evidence, I was met with dismissiveness. When I followed up with a detailed legal demand outlining my experience and requesting resolution, I was served a threatening letter from Acumen Juris, a self-described “globally renowned” Indian law firm, acting for the hotel. Their letter: Dismissed my illness as “baseless”; Threatened me with defamation charges for sharing my experience; Denied any misuse of my personal data — even while admitting to internal information sharing; Attempted to condescend and intimidate rather than resolve. To be clear: I paid for the stay. I requested a basic apology and fair compensation (either in loyalty points or reimbursement of medical costs). Instead, the hotel and its lawyers decided to threaten litigation, dismiss my health condition, and utterly fail their customer obligations under Indian consumer law, GDPR, and basic hospitality ethics. As of today, they have ignored all further communication — no apology, no compensation, no responsibility. I am now initiating: A formal complaint before the State Consumer Disputes Redressal Commission of India; GDPR violation filings with both the Irish Data Protection Commission and CNIL in France (Accor’s legal jurisdiction); Public exposure of this case on major legal, consumer, and travel platforms. If you are considering staying at this property — or any Accor hotel in India — I urge you to read this as a warning: the moment something goes wrong, you may be treated as the problem. Even if you are a loyal guest. Even if your complaint is justified. Even if you become sick. This is not just about one meal. It’s about a hotel that refuses accountability, and a legal team that thinks bullying a guest into silence is easier than admitting fault. Do better, Novotel. And to Acumen Juris — next time you threaten a guest, make sure they’re not a lawyer. Sincerely,