Cruz Royale Santacruz West — Hotel in Mumbai

We booked for 3 nights Premium Room with in-room Breakfast, which had a huge comfortable bed & a side single bed both with super comfortable mattress. Nothing makes you feel better than when you get into a hotel bed, the sheets & mattress feel so good. The view from the window tells my boys that Mumbai never sleeps my boys were so excited to see all the different kinds of vehicles passing by. Being a Mother and seeing a smile on my kids face is 100% satisfaction that even my kids had a gala time at this hotel. In-room Tea Kettle with Tea & coffee amenities 2 Bottled water - always available & replenished after House Keeping would prepare our room. Fresh & clean linen was replaced. Television with great reception so my mom felt like home watching all of her TV serials + KBC & BB. Amazing high speed Wifi in room. Hot water for bathing only thing disappointing was the bathroom door from within it needs to be worked upon or replaced. Otherwise this Hotel, along with it's in-room service, staff assistant & being at a PRIME Location has all added up for me to rank Itsy By Treebo - Cruz Royale 100% value for Money & a great place to stay with my Family. Car park was available for a certain duration within the property but since we drove off early & returned late we were Lucky to get parking. A Big Thank you to the Management & Team for our safe & Happy stay. I would recommend Itsy Treebo - Cruz Royale to my friends & our next visit we will be here back for...

Worst experience of my life.

It took good 15 minutes of wasting water to get warm water.

Hygiene was okay, the resroom door had mould from inside and the blanket had a yellow stain from inside, but the window view was good.

The service wasn't good at all, the AC was on at 16 and the remote was absent, and my fiance thought I kept it at 16 and slept, and we 4 froze entire night after traveling in rain whole day. Complete torture.

We got the room for 5 thousand and it was 140 sq ft for 4 people which was barely any room to walk.

All 4 of us had to stay in one room because the person at reception said they were out of small rooms and we have to get a big one. I showed him you have small room by booking it online and he again said I booked it for 1 person while I showed him we booked for 2 person and 2 rooms in front of him. I even showed him the whatsapp conformation message. He said you can get small room but you have to pay 1 thousand extra per room as it was booked for 1 person only. I will attach the screenshot in this review for proof. We were tired and in no mood to call customer care and we paid online already so we paid more and upgraded to a bigger room. Basically his motive to get more money from us was successful.

Will not recommend. Book a OYO...

Horrible Experience at Treebo Cruze Royal, Santacruz – Avoid at All Costs

The location is the only positive aspect of this hotel, but it doesn’t make up for the appalling experience we had.

Threatening Behavior by Staff: The front desk staff was not only untrained but also hostile. They used foul language, displayed a threatening attitude, and made us feel unsafe during our stay. This kind of behavior is unacceptable, especially when you're traveling with family.

Basic Amenities Missing: The hotel failed to provide even the most basic facilities. There was no running water in the washroom, no hot water, no toiletries, and not even towels. When asked for these, the staff rudely dismissed our requests and made excuses.

Overcharging & Mismanagement: They charged extra for simple items like water bottles and forced us to check out early. They blatantly refused to address our issues, claiming we should take it up with Treebo instead.

Traveling with my family on a group booking, this was one of the worst experiences I’ve ever had. The staff’s unprofessional and threatening behavior made it even more stressful.

This hotel is an embarrassment to the Treebo brand and does not meet even the most basic standards of hospitality. I would never recommend this...