manohar123
Google
I’ve been visiting various Marriott-affiliated hotels across Mumbai and Navi Mumbai while searching for a wedding venue. At every property, the experience has been consistently excellent — from parking and lobby staff to the reception and sales teams, the focus on customer service has always stood out.||However, my visit to ITC Maratha, Mumbai was a complete shock, as I’ve never encountered such poor service at a 5-star hotel.||Parking: Upon arrival, I stood at the entrance with my car key in hand, waiting for a valet. Instead of attending promptly, the security staff had to loudly call out for a valet to come over. It felt very unprofessional.||Lobby Experience: After the security check, I entered the lobby and noticed four counters, only two of which were staffed. The remaining staff members were simply walking around. My wife and I — both senior citizens — waited for nearly 10 minutes without anyone greeting or offering assistance. I tried calling the sales contact, Ms. Leena David, with whom I had booked an appointment two days earlier, but received no response. Eventually, I approached a newly freed counter and was told that Ms. Leena would meet us in 10 minutes.||No Seating in the Lobby: By this time, we had been standing for 15–20 minutes, and surprisingly, there were no chairs in the lobby. When I asked if there was somewhere we could sit, the receptionist directed us to the restaurant to “help ourselves,” with no courtesy or hospitality extended.||Sales Interaction: When the sales representative finally arrived, she mentioned that she could only show us the venues, but pricing and finalization would need to be handled by someone else. We were hoping to finalize both the venue and pricing during the visit. After the venue tour, she simply informed us that her team would follow up by email and excused herself.||Compared to every Marriott property — where we were offered tea, coffee, snacks, and even a full lunch at Marriott Juhu — the experience at ITC Maratha was extremely disappointing. This is not the level of service one expects from a hotel that upholds the principle of Atithi Devo Bhava.||I sincerely hope this was just an isolated incident, but unfortunately, it was the experience we had today 12dec2025. Request Mr.Bhagwan Balani(GM) to take this constructive feedback positively and see if Customer experience delight can be improved.
