Raghu A.
Google
After my long and memorable stay in Hyderabad, I had earlier shared my appreciation for the exceptional hospitality and customer service I experienced at Marriott Hyderabad. That stay truly reflected what the Marriott brand stands for and set very high expectations for the rest of my India trip.
I concluded my journey with a short stay in Mumbai before my early morning 7 a.m. flight to Istanbul. The plan was simple. Explore a bit of Mumbai, get some rest, and head to the airport smoothly.
Unfortunately, my experience at Marriott Mumbai was disappointing and did not match the standard I had just experienced in Hyderabad.
Right from check-in, the room was not up to expectations. The shower was leaking water in all directions, making the bathroom messy and uncomfortable. After landing in Mumbai, we freshened up quickly and went out for a city tour. By the time we returned, we were completely exhausted and ordered dinner. The food arrived very late, and while I understand minimal service, it came without silverware, adding to the overall disorganized feel.
The biggest concern, however, was the airport drop. I had clearly specified the pickup time, the early morning schedule, and the type of vehicle required due to luggage. Despite confirming everything the previous day, none of the instructions were followed. At 4 a.m., a four-seater vehicle arrived instead of the requested six-seater, and there was an attempt to force all the luggage into it. Only after raising a complaint was a bigger car arranged, which caused an unnecessary delay of around 15 minutes.
Additionally, the wake-up call, coordination, and checkout process were not well organized, especially considering an international early morning flight.
What stood out most was the inconsistency. The level of service, attention to detail, and overall experience at Marriott Hyderabad was far richer and far superior compared to what I experienced in Mumbai. For a global brand like Marriott, consistency across properties is crucial, and this gap was very evident.
I hope this feedback is taken constructively, as Marriott has proven in Hyderabad that world-class hospitality is absolutely achievable.
@Marriott @MarriottBonvoy
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