JW Marriott, a five-star hotel located in Sahar area of Andheri (East), Mumbai, has been held accountable for negligence by the District Consumer Dispute Redressal Commission. The authority has asked the hotel to acknowledge its negligence and pay a compensation of total INR 2,70,000 within 60 days for an incident where a chandelier fell during a wedding reception.
The incident took place when Kimberly Dias, a Dadar resident, made a reservation for the Grand ballroom at JW Marriot for her wedding celebration in January 2022. She had paid INR 7,25,847 for the function.
On the wedding day, a chandelier fell in the ballroom on January 2, 2022, where Kimberly's brother was injured in the incident. This led to the cancellation of the reception. Fortunately, no other injuries were reported.
Following the incident, the hotel approached Kimberly with an offer to reimburse INR 1,00,000. But Kimberly rejected the offer and decided to take the matter to the consumer court. Instead, she had asked for full compensation.
The commission, after reviewing the matter, asked the hotel to submit a response. However, the hotel failed to do so. As a result, the commission passed an order requiring the hotel to reimburse the INR 1,50,000 as a part of the booking fee for the ballroom rental.
Moreover, the hotel was ordered to pay an extra amount of INR 1,00,000 as compensation and an additional INR 20,000 for the complainant's legal expenses.
The commission stated, "Consumers select the Marriott brand due to its superior product quality, attentive management, and high calibre of service; hence, while the situation is regrettable, it is not what one would anticipate from JW Marriott." The commission found the five-star hotel to be at fault for its poor level of service.
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