Fairmont Mumbai — Hotel in Mumbai

Dear General Manager Mr. Rajeev Kapoor,

I am writing to formally escalate a deeply disappointing and frustrating experience during our two-night stay at Fairmont Mumbai from 6th to 8th August.

We booked this stay at a premium rate because Fairmont represents an international standard of luxury, flawless service, and guest comfort. Unfortunately, what we experienced was the exact opposite — repeated operational failures, unfulfilled promises, and blatant disregard for guest convenience.

Below is a detailed account of the issues faced:

Poor First Impression & Security Misconduct, Followed by Severe Lighting Malfunction- Our negative experience began the moment we entered the property. Upon arrival at Main Gate No. 1, the security guard addressed us in an unwelcoming and disrespectful manner, bluntly asking, “What’s the purpose of visit?” in a rude tone. This question, more fitting for a restricted government facility than a luxury hotel, was repeated every time we returned from going out — making us feel like outsiders rather than paying guests. This behaviour persisted even after we complained to the receptionist, indicating either indifference or lack of training in guest etiquette.

Following this, the lighting malfunction in our room created ongoing inconvenience and discomfort: Lights switched off automatically without warning, including while using the washroom — a safety hazard and a severe disruption. This was happening after every 5-10mins. We reported this immediately on Day 1; technician diagnosed a “software malfunction” and promised resolution. Issue persisted. Multiple calls (over 20) to reception/concierge — only two answered. Forced to physically visit reception to complain. Problem remained unresolved the entire first day. Room change only arranged at 8 PM on Day 2 which was 7th Aug, effectively ruining most of our stay. Shockingly, the new room had the exact same issue within five minutes. An electrician was sent again, but given the limited hours before checkout, we refused further disruption and accepted the faulty room.

Jet Spray Non-functional – No Resolution Despite Follow-up On Day 1, we reported zero water pressure in the jet spray. Plumber attended, claimed to have resolved it, but the problem persisted. When reported again, there was no follow-up or corrective action for the rest of the stay.

Swimming Pool Inaccessibility – Misrepresentation of Facilities We specifically booked a pool-view room intending to use the swimming pool. However: On both days, the pool was inaccessible due to continuous maintenance work near the pool side and there were lot of workers present with lots of work noise. It was quite uncomfortable to wear swimwear and visit this area. This was not communicated prior to booking or at check-in. The work disrupted our plans and guest privacy, which is unprofessional and unacceptable for a property of this class.

Our Assessment- From the moment we arrived to the time we checked out, we faced unprofessional conduct, repeated service failures, and inaccessibility of promised amenities. This is not merely a lapse in service — it is a complete breakdown of the Fairmont brand promise.

Our Expectation & Demand We expect: A formal written acknowledgment of these failures. An explanation from management as to why these lapses occurred and why no corrective action was taken despite repeated complaints. Appropriate compensation, given the scale of inconvenience, lost time, unfulfilled amenities, and breach of guest trust.

Given the severity of these failures, we believe a full or substantial refund, along with a goodwill gesture from the Fairmont brand, is the minimum acceptable resolution.

We request your written response within 48 hours. If no satisfactory resolution is provided, we will have no option but to escalate further through formal consumer grievance channels, hospitality review platforms, and...

As first-time parents traveling with a baby, we couldn’t have asked for a better experience than what we had at Fairmont. From the moment we arrived, the warmth, attention to detail, and hospitality made our vacation truly unforgettable — and most importantly, incredibly baby-friendly.

💛 Thoughtful Baby Arrangements

Traveling with a baby can be overwhelming, but Fairmont made everything feel effortless. Our room was fully set up in advance with: • A crib, bassinet, baby bathtub, toys, and bath accessories • Daily freshly cooked baby meals including oatmeal porridge, chicken veggie soup, ghee rice, moong dal khichdi, mashed potatoes, avocado, and fruits • The staff often played with and watched over our baby during meals, giving us rare, peaceful moments to truly enjoy them

🎉 Special Touches That Made Our Stay Magical • A surprise birthday cake for my husband 🎂 • A heartfelt Father’s Day surprise with a custom photo frame, dessert, and a sweet handwritten note 👨‍👦 • A room upgrade that made our extended stay even more special • A warm farewell at our car by hotel executives — a gesture that truly touched our hearts

🧸 Facilities & Experiences We Loved • Tiny Town: A beautifully curated play area for kids of all ages • Poolside & Bubble Bath: Clean, serene, and rejuvenating — special thanks to Ankit for his warmth and help • Spa: Both of us enjoyed indulgent treatments, and my husband also tried and loved red light therapy

🍽️ Food & Dining Highlights • The breakfast buffet was a delight — poha, upma, pav bhaji, salads, fruits, and more, all fresh and flavorful • Staff remembered our drink preferences from Day 1 and served them without reminders — such a thoughtful touch! • High tea and cocktail hours were a daily joy — served with charm and smiles • The Hedonist Bar served fabulous cocktails. Mr. Piyush and his team were really good. • Oryn was our go-to for dinner — thanks to Chaitanya for ensuring every meal was flawless

A heartfelt shoutout to Swati from Oryn, who went above and beyond — even offering to care for our baby so we could enjoy our dinner. ❤️

🌟 The Gold Lounge Experience

The Gold Lounge made us feel like family. Every single member of the team was kind, attentive, and thoughtful: • Anshika, our butler executive, was absolutely wonderful with our baby — caring for him with so much love • Divya & Nikhil were consistently patient and went above and beyond to ensure our comfort. They even helped me feed my baby. Ishika also helped with baby and was wonderful. • Jonathan Soeiro, who leads with genuine care and grace • Mr. Mayur, for warmth and seamless service • The Gold Lounge chefs, who were incredibly kind in preparing our baby’s meals with such love • Every single staff member was friendly, accommodating, and welcoming

thanks to Yashika & Jay at the reception for their warm and cheerful welcome each time we passed by.

We extended our stay by an extra day simply because we didn’t want to leave. What stood out the most was how everyone treated us like family, especially our baby — constantly surrounded by love, laughter, and care.

Thank you, Fairmont, for a stay that was equal parts luxurious and heartwarming. We left with full hearts, cherished memories, and a very happy baby — and as every parent knows, a happy baby means happy parents. 💛

We can’t wait...

We recently had the pleasure of staying at the newly opened Fairmont Mumbai Sahar, and I must say, it exceeded my expectations on every front. From the moment you enter, the architecture, interiors, and the sheer grandeur of the property make it clear that this is not just another 5-star hotel – it’s a true luxury retreat right in the heart of Mumbai.

Location & Convenience One of the biggest advantages is its proximity to the airport – it's literally a 5-minute drive from the international terminal, which is a game-changer if you're flying in or out at odd hours. Despite being so close to the airport, once you're inside, it's peaceful and quiet – a perfect blend of convenience and calm.

Rooms & Views The rooms are spacious, elegantly designed, and thoughtfully equipped with everything a modern traveler could need. My room had a lovely view overlooking the landscaped pool and garden area (was under maintenance) The bed was supremely comfortable, linens were high-quality, and the bathroom (with its fab bathtub)

Dining Experience at The Merchants A special shoutout to Sutanuka, who helped us with our restaurant reservations at The Merchants. Her warmth, efficiency, and attention to detail made the entire dining experience feel personalized and memorable. The buffet spread at The Merchants was nothing short of spectacular – especially for vegetarians, which is often overlooked at luxury hotels. From Indian to Mediterranean and Asian cuisine, the variety was impressive. And the dessert station? A dream come true. Beautifully presented, and even better tasting – especially the mini pastries and the live ice cream counter!

Coffee & Cakes at Madeleine De Proust Another gem within the hotel is their patisserie and café, Madeleine De Proust. Here, Ambika, the manager, was absolutely delightful. She knew her menu inside out and recommended some fantastic options. The cakes are some of the best I’ve had in Mumbai – light, moist, and not overly sweet. Their signature chocolate cake and the hazelnut éclair deserve a special mention. The coffee too – smooth, strong, and served just right.

Interiors & Architecture: Every corner of the Hotel has thoughtful and extremly inspiring forms of art. From paintings to sculptures. Beautifully designed Interiors makes the place warm, hospitable but exciting!

Overall Experience The service across the hotel was consistently warm and polished – the kind you expect from a Fairmont but rarely see executed so well in a newly launched property. Every staff member, from concierge to housekeeping, seemed genuinely invested in making guests feel welcome.

Final Thoughts Whether you're a business traveler needing to stay close to the airport, or someone just looking to enjoy a weekend of luxury and pampering in the city, Fairmont Mumbai Sahar is a phenomenal choice. It’s rare to find a hotel that combines stunning design, exceptional service, and culinary brilliance under one roof – and this one does it seamlessly.

Already looking forward to...