Hilton Mumbai International Airport — Hotel in Mumbai

As a CEO who spends nearly 80% of his time traveling and residing in hotels across the globe, having visited over seventy countries and managing business operations spanning three nations, I generally refrain from sharing my personal experiences—especially regarding the hospitality industry. I believe that a short stay does not offer sufficient depth to critically evaluate an entire business model or its operational practices.

However, my recent experience at Hilton Mumbai International Airport was an exception—so notably unprofessional and inconsistent with global hospitality standards that I felt compelled to document it.

It began with a call from the hotel’s Customer Relationship Manager requesting feedback on my stay. When I mentioned that the experience had been unpleasant, the call was abruptly disconnected, the receiver seemingly slammed down—a gesture that reflects poorly on the brand’s commitment to guest relations.

While every business is susceptible to operational lapses or individual staff missteps, what I encountered here was systemic—a reflection of either deeply flawed training or a disengaged culture. This hotel should be considered a case study for hospitality management institutions on how not to operate in the service industry.

Upon arrival, the check-in experience was less than welcoming. While security protocols are standard in many Mumbai hotels, the execution here was jarring. After passing through the main entrance scanner, I was suddenly approached by a security guard who aggressively began scanning me with a handheld metal detector, without any greeting or explanation—leaving the impression of being treated as a suspect rather than a guest.

At the reception, the check-in process was disjointed. After submitting my identification, I was directed to wait in the lobby. No further communication followed. After 15 minutes, I had to approach the desk again. Ten minutes later, I received a call on my mobile—merely to come and collect my room key. No orientation or guidance was provided apart from breakfast timing.

Breakfast service was chaotic and substandard. Entry required chasing down a hostess with a clipboard to be seated. The suggested table lacked basic cutlery, and the floor beneath was littered with food waste—evoking the image of a neglected local eatery rather than a five-star facility. Bread placed in the toaster reappeared with fragments of pineapple and cheese—evidence of poor hygiene and maintenance.

The lack of information at the time of booking about a poolside party resulted in disrupted sleep despite being in a “soundproof” room. Compounding this was an overly enthusiastic singer in the adjacent room, further detracting from any sense of rest or comfort.

Breakfast arrangements were disorganized: bread in one corner, butter tucked away near salads and fruits at the restaurant entrance. The fruit section was congested and poorly arranged, with utensils that required awkward bending to access. The serviette cloths left visible lint on dark clothing, and I spent nearly 20 minutes cleaning up after breakfast.

What stood out the most, however, was the complete absence of warmth from the staff. Not a single greeting, smile, or sign of hospitality across any interaction. One is left to wonder about the recruitment process and the service culture being promoted by the management team.

Ultimately, though my booking was for four nights, I chose to check out a day early and moved to the Holiday Inn.

In summary, Hilton Mumbai International Airport failed to meet even the minimum expectations for a globally recognized hospitality brand. I hope this feedback serves as constructive input for serious introspection and immediate...

Not sure what you're comparing against but if you're comparing this against the JW Marriott which is very close I would say this really doesn't compare. Well it is less expensive depending upon your needs the difference in price probably is not worth it.

Well the rooms were nicely decorated they were quite small and did not really have a lot of room to store clothes or deal with luggage. Overall I would say with the whole hotel there was a lack of attention in the service arena. There were several days when I was out of soap or shampoo and they didn't look to replace any. Mind you overall it's a very nice place but I would expect better systems and better attention to detail.

Well overall when you walk into the hotel it has a very nice feel it's like they didn't go far enough with the rooms. They're just a little too small like many of the other places in the hotel. For example if you go into the locker room their seats to get dressed but they're very small and you sit on them keys from the locker sticking to your back. It's like somebody wasn't thinking when they designed the facility.

While I found many of the staff to be pleasant enough many were not engaged and therefore the service they provided was quite poor. For example one morning at breakfast I asked for sparkling water and a latte and 5 minutes later they came back and asked what I wanted again. The next day the same thing happened. Somebody wasn't paying attention. I sat in the bar ordered some drinks and nobody came back to check on us for a few hours. When we wanted to take care of our bill there was no one around and we had to go looking for somebody.

The breakfast buffet was perfectly fine does not really compare to the JW but certainly adequate but the service is what's lacking.

As another example of a lack of service when you go to the gym and the locker room they don't tell you that you need to tell them to turn on the saunas. it takes 45 minutes to heat up and so by the time you figure out that it's not on it's too late unless you have all day.

Overall it's not a bad place to stay but it could be so much better. They just need to pay attention and be engaged in their work. Your mileage may vary but if you can swing it go to the JW That's where I'll be headed the next time I'm...

Title: Hilton Mumbai International Airport – Where Hospitality Goes to Die

If you’ve ever wondered what it feels like to pay five-star prices for a third-class experience, welcome to the Hilton Mumbai International Airport — a shining example of how to ruin a legendary brand through sheer arrogance, laziness, and breathtaking incompetence.

Let’s begin with the front office desk, the so-called “face of the hotel.” The only thing they manage to serve consistently is bad attitude. The staff appear to have mastered the art of looking busy while doing absolutely nothing. Politeness seems to be an optional skill here — perhaps considered too outdated for their brand of disdain. You don’t get greeted; you get tolerated.

And then comes the showstopper — Mr. Gaurav Sharma, the Room Division Manager, whose business card might as well be printed with the words “For decoration only.” He proudly hands it out “for any assistance,” then vanishes into thin air the moment you actually need him. Calls go unanswered, issues remain unresolved, and one can only assume his job description involves avoiding accountability with remarkable dedication.

The rooms, much like the service, are a masterclass in disappointment. Dust, dampness, and disrepair come together in tragic harmony. The carpets tell stories of guests long gone, the furniture sighs under the weight of neglect, and the bathrooms resemble a forgotten railway station restroom with better lighting. Whoever approved these standards deserves a medal for creative negligence.

As for the food — calling it “culinary” would be an insult to cuisine itself. It’s bland, joyless, and clearly prepared by people who have long since stopped caring. The service is slower than airport baggage claim, and about as cheerful.

In short, the Hilton Mumbai International Airport is a five-star fraud — a place where hospitality is replaced by hostility and professionalism is a myth. It’s the kind of hotel that makes you question not just your booking choice, but your life choices.

Hilton should hang its head in shame for allowing this circus to operate under its banner. If you’re considering staying here, do yourself a favour: book literally anywhere else, even a roadside guesthouse — at least there, they’ll...