The Oberoi Mumbai

“True customer delight supported by best leadership”

The Oberoi Mumbai is undoubtedly one of the finest luxury hotels in the city, and despite a few shortcomings during my stay, I would still rate the overall experience 5 stars because of the warmth, service recovery, and genuine guest focus shown by the team. I had booked a Bay View Suite and was u… more

The Oberoi Mumbai is undoubtedly one of the finest luxury hotels in the city, and despite a few shortcomings during my stay, I would still rate the overall experience 5 stars because of the warmth, service recovery, and genuine guest focus shown by the team. I had booked a Bay View Suite and was upgraded at check-in to a Bay View Residence Suite. While I had specifically requested an ocean-facing suite instead of a larger residence-style room, the suite itself was extremely spacious, elegant, and filled with natural sunlight, which I absolutely loved. What immediately stands out about the hotel is the atmosphere. The reception lobby with its high ceilings, natural light, and calm aesthetic creates a very welcoming and positive feeling the moment you enter the property. Some highlights of my stay: • Warm and smooth check-in experience • Beautiful suite with excellent sunlight and thoughtful personalization • My name embroidered on the pillow cover and napkin- a lovely touch • Excellent butler service throughout the stay • Very good lounge experience with quality à la carte options and mocktails • Genuine hospitality shown later during the stay by the leadership and operations team At the same time, there were a few areas where the experience could have been better: • Significant construction noise was audible inside the suite • Damp smell near the bedroom area during the first evening- causing serious headache & nausea to me • Lack of proactive resolution initially regarding the noise issue and lack of empathy for the serious inconvenience • Vegetarian preferences were not fully considered despite being communicated at check-in, as tea came with cookie with eggs and breakfast had no pastries/croissant without eggs To their credit, housekeeping did work on resolving the smell issue, and things improved afterwards. However, what truly changed the experience for me was the involvement of General Manager Mr. Amit Kaul. I had shared my concerns by replying to his welcome email, and despite being away travelling, he personally ensured that the remainder of my stay was handled with care and attention. That level of leadership and guest commitment genuinely deserves appreciation. A special mention as well to Ms. Mallika from the front office team for the sincerity and professionalism with which she handled the situation. Her gesture of arranging airport transfers and extending a late checkout was extremely thoughtful. Mr. Shivansh from the restaurant team and Mr. Kaushal from housekeeping were also excellent and made the later part of the stay much more comfortable. Overall, while the stay did begin with a few hiccups, the way the team acknowledged and made my remaining stay relaxed- left a positive impression on me. Luxury hospitality is not about never making mistakes, it is about how sincerely those situations are handled, and in that regard, The Oberoi Mumbai certainly showed its class. I would definitely look forward to staying again.

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