Verified: 3 October 2026 05:30 am IST
Industry: Hospitality & Real Estate Asset Ownership
Jurisdiction: India
Primary Regulators: Department of Consumer Affairs, Ministry of Corporate Affairs (MCA), & SEBI (for investors)
Important Safety Warning: Beware of fake customer service numbers on Google. Only use official channels. Scammers frequently buy ads to promote fraudulent phone numbers or fake hotel booking portals. Chalet Hotels staff will never ask for your bank details, UPI PIN, or password for a “booking cancellation refund,” “vendor registration,” or “dividend payout.”
Level 1: Customer Support (Initial Complaint)
How to complain: Do not search for random toll-free numbers online. For immediate assistance regarding hotel reservations or guest experiences, you must directly contact the specific hotel property (e.g., JW Marriott Mumbai Sahar, The Westin Powai) or their respective global brand’s customer service. For corporate inquiries, general feedback, or vendor relations with Chalet Hotels, call the Corporate Headquarters switchboard at +91-22-26564000. For written corporate queries, email otherenquiries@chalethotels.com or use the contact portal at chalethotels.com/contact-us. Ensure you receive a formal written acknowledgment for your correspondence.
Availability: Specific hotel front desks and global brand reservation helplines operate 24/7. Standard business hours for the Chalet corporate office are Monday to Friday, 9:00 AM to 6:00 PM IST.
Timeline: General corporate policy and guest relations guidelines typically aim for an initial response or resolution within 7 to 15 business days depending on whether the issue requires coordination with the hotel operator.
Level 2: Formal Corporate Escalation (Notice of Dispute)
Who to contact: If the initial desk (Level 1) or the specific hotel’s management fails to resolve your issue within the stipulated time, you must escalate the matter formally. You can send a formal written complaint via registered post to the Company Secretary / Compliance Officer at the legal Registered Headquarters: Chalet Hotels Limited, Raheja Tower, 4th Floor, Block G, Plot No. C-30, Bandra Kurla Complex (BKC), Bandra (E), Mumbai - 400051, Maharashtra, India. For corporate compliance, delayed dividends, or shareholder disputes, email the Company Secretary directly at companysecretary@chalethotels.com.
Timeline: You should legally provide the corporate office a 30-day window to investigate and respond to a formal written grievance before escalating to external regulators or consumer tribunals.
Level 3: Regulatory Authority (Government Ombudsman)
Authority: Ministry of Consumer Affairs, SEBI, or the Ministry of Corporate Affairs (MCA).
Portal/Contact: If Chalet Hotels fails to provide a satisfactory resolution within 30 days, your escalation path depends on the specific grievance:
- For Guest Experiences, Bookings & Consumer Disputes: File a grievance with the National Consumer Helpline (NCH) by calling 1915 or using the portal at
consumerhelpline.gov.in. - For Corporate Compliance & Shareholder Disputes: File a grievance online via the SEBI SCORES portal at
scores.sebi.gov.inor the MCA21 portal atmca.gov.in.
Level 4: Legal Action (Final Step)
Pre-Litigation: Ensure you have documented all previous correspondence, confirmed booking vouchers, payment receipts, vendor paperwork, or investor folios. Send a formal Legal Notice via an advocate to Chalet’s BKC registered office in Mumbai, providing a standard 30-day window for settlement.
Court/Arbitration: If the legal notice is ignored and the resolution is still unsatisfactory, the final step depends on the nature of your dispute. B2B vendor and commercial supply disputes must be resolved through binding arbitration clauses or the Commercial / High Court. For retail consumer disputes (e.g., deficient hotel services or booking fraud liability), you can file a formal complaint through the unified e-Jagriti portal (e-jagriti.gov.in) to approach the District Consumer Disputes Redressal Commission.
Community Action: Is a Chalet-owned property refusing to process a legitimate cancellation refund, or is the corporate office ignoring a vendor payment or shareholder grievance? Reply below (do not share your DEMAT account details, full booking reference numbers, or passwords), and our community will point you to the right resources!