Live Video Sparks Controversy as Sagarika Resort Sticks to Physical Coupon Policy

A birthday celebration turned contentious at Sagarika Resort as a dispute over coupon regulations led to an argument between the resort’s staff and a guest party, ultimately going viral through a Facebook live broadcast. The incident occurred on 12 November when Mamoni Sarma, a content creator who runs the page Prayash, shared a live video highlighting her group’s experience at the resort. Sarma and her group of nine had paid a cover charge upon entry, redeemable as dining credits, but were later unable to produce the physical coupons needed to adjust their final bill, sparking disagreement with the resort staff.

According to Sarma, the person holding the coupons had left the resort, and when she shared a digital copy via WhatsApp, the resort refused to accept it, insisting on the physical coupons instead. The situation escalated, with Sarma recording the exchange live and claiming that the resort was unwilling to make concessions. In response, Sagarika Resort held a press conference on 14 November to explain their side of the story.

At the press meet, Sagarika Resort’s staff, including GMs Saurabh Kumar and Chandramohan Singh, along with AGM Kangkan Debnath, stated that the family had arrived late at around 10 p.m. and was unable to produce the necessary coupons to validate the reduction in their bill. The staff clarified that without the physical coupons, which act as proof of entry payment, the resort could not adjust the bill. They also offered two solutions: the group could either provide the coupon immediately or bring it back the next day for a refund. The resort believes the incident was exaggerated as a deliberate attempt to discredit their reputation.

Mamoni Sarma has since made two videos addressing the incident, the first on the day itself and a second follow-up the next day, 13 November, where she reiterated her grievances and shared her viewpoint with her audience. Sarma contended that the resort’s strict adherence to a physical coupon policy was outdated, suggesting it failed to consider practical issues, such as accidental loss or damage of the coupon, especially if children were involved.

Sagarika Resort defended its coupon policy, explaining that the cover charge system was introduced to prevent students from loitering on the premises during school hours. By requiring a Rs 200 entry coupon, the resort ensures that visitors come with a legitimate intention to dine, and the physical coupon serves as documentation for financial records. However, Sarma argued that if a customer cannot redeem the value of a lost or damaged coupon, it may lead to unfair billing practices.

Following the incident, the resort has signalled its intent to pursue legal action against Sarma for recording and broadcasting the video without permission, which they claim has harmed their reputation. The resort’s staff stressed that they provided reasonable solutions and did not anticipate such a public confrontation over their long-standing coupon system.

While cover charges are a common practice in many fine dining establishments, Sagarika Resort’s rigid reliance on physical coupons appears outdated in a digital age where electronic records and QR codes are becoming the norm. Sarma’s point about the risks of losing or damaging physical coupons raises a valid concern, suggesting that a shift to digital alternatives might be beneficial.

In this digital age, Sagarika Resort needs to reconsider its approach. In an increasingly digital world, the use of physical coupons seems impractical and inconsistent with modern customer service standards. To stay competitive, the resort must find it necessary to adapt its policies and embrace more flexible, digital solutions.