InterContinental Marine Drive-Mumbai by IHG — Hotel in Mumbai

After a very stressful trip around India from Delhi to Jaipur etc we had Mumbai as our last stop before flying home to England. We were feeling very tired and had some really bad experiences in previous hotels. Instantly that we arrived to this hotel everything was turned around ! It was like entering heaven ! When we checked in , I was made to feel like royalty as a IHG platinum member and a beautiful welcome ceremony was performed with flowers. I couldn’t decide on which welcome amenity to have so the person who checked us in offered BOTH! That was so sweet of him and most appreciated. His thinking outside the box made us feel truly valued and appreciated.

The hotel is in impeccable condition and is absolutely stunning. The facilities , the location , the rooms and restaurant are all truly wonderful!

The highlights for us were the free upgrade on the room which meant we had a sea view and the most stunning room I have ever seen. It was like a palace.

Then the breakfast the next day was to die for. I have never seen such choice of so many amazing items. I could have stayed there all day eating and never got through everything. It was so fresh and delicious.

However the main and number 1 thing that makes this hotel stand out is the staff! The hiring policy and training is clearly second to none! Everyone we interacted with from reception to housekeeping to the restaurant team were so so genuine and such lovely individuals. They all seem to deeply love their jobs and genuinely care for this property and company as if it is their own. We felt the best hospitality we have ever received. This is by far the best IHG property I have ever stayed in. I have been a member for years and stay in a IHG hotel at least once a month and this was 100% the best! In the rest of India we felt staff in hotels were only being nice because they wanted tips. In this hotel that was not the case, we felt they really cared from the heart and wanted us to have a nice stay. Even when we tried to tip they did not accept and so this shows they are not doing for money but it is genuine!

Please pass on our thanks and appreciation to Neha (Reception) and vikesh (bell boy) as they stood out at this hotel as being truest exceptional. We had some wonderful conversations and they made us feel totally at home in this hotel. Due to the amazing experience they gave us we want to come back to Mumbai and this property again and again! i have worked in hotels myself for many years in similar roles and I know it is not easy to give this kind of service everyday and it takes a genuine passion and energy to come across this way. These two individuals are absolutely a key asset to this property and I believe that they should be strongly valued and can also teach others how to offer such amazing hospitality and service . They are true hospitality professionals and we are honoured to...

Service is what differentiates a regular 4-5 star hotel and an Intercontinental 5 star hotel, and the staff here certainly rose to the occasion. I've been to many intercontinental hotels before but I think the boutique nature of this hotel allows for more individualized attention. The staff were enthusiastic, attentative and thoughtful, and anticipated my needs before I even asked. The front desk staff Shruti and Omkar were very great. I'd also like to appreciate the L&S breakfast staff (Rohit and his team) for their thoughtfulness in making sure I was taken care of with respect to my temporary restrictive diet (for medical reasons) and for providing me with fruits for my day trip and a sweet card on my last morning. Great location. Things to be improved upon: Need to update the IHG app for the hotel's info, as it advertised a complimentary welcome massage. I was very much looking forward to this as I have shoulder and back pain from traveling. However, I was informed that this amenity was stopped during the pandemic and not yet reinstated. This was disappointing and I would not have had the expectation if the app was updated. At least they could have offered something else in exchange for the unmet promise.

Internet was painfully slow in my room and kept dropping my zoom calls. Ended up just relying on the data hotspot from my phone for internet access.

Drainage in the shower was clogged, causing water to accumulate up for hours until it drained out.

Attention to detail to cleaning - particularly the bathtub. I took a bath the first night and requested the room to be cleaned the next day so I could have a clean tub to take a bath the second night. However, when I returned to the room after a long day of meetings, I found that the room had been made up but the tub had not been cleaned, so I had to clean it myself in order to take a bath again.

More signage to direct guests to where the pool is as it's awkward to have to walk around trying to find the entrance to the pool (there was no one there to direct me), and not intuitive to know that you have to walk inside the Dome restaurant to access the pool. Also, there was confusion about whether or not I could use the pool. Was told that it was open (midday) but when I arrived, I was told by a staff that I had to call down to the front desk to ask if it was open.

Some more attention to detail for the dining service. For example: I saw a couple flies on the food at the breakfast buffet. Also, at lunch, the server was very nice but when setting the plate down on the table, his thumb actually touched my food (unsanitary) and when adjusting my silverware, his fingers touched the mouth part (not the stem part) of the cutlery, which again is...

Before coming to Mumbai, we researched on which is the best area to stay at, for the ease of us visiting the highlights of the city by foot. We are so glad we chose to stay at Marine Drive, as it turned out to be a quieter part of Mumbai, with easy access to everywhere else.

We stayed at the Intercontinental Hotel for 3 nights, arriving dazed from a long flight from Europe in the early hours of the morning. We were so blessed to have Shruthi checking us in at the Front Desk, as she was very efficient in handling all the paperwork, and got us settled in our room within minutes.

Our room was spacious, but faced the wall of a neighbouring building, with only a partial view of the sea. However, it served our purpose, as it has all the amenities that made our stay a comfortable one. Breakfast was included in our rate, and we enjoyed the varied spread, especially the local food. Shoutout to the attentive staff at the restaurant – Dhaval, Nitin, and Rohit.

On one of the evenings, we had dinner at the hotel’s Kebab Corner, and the food was superb. We were entertained by an amazing group of 2 singers, who sang my favourite tunes upon request. Thanks to Anuj, who served us, and patiently explained some of the dishes to us, when we asked.

All in all, it was a wonderful experience for us staying at this amazing hotel. If we are ever coming back to Mumbai, we will definitely stay here again. Our stay was marred only by a very noisy big entourage from the Middle East, but Suyog at Front Desk apologised to us upon checking-out, and explained that he will bring our concern to the Management, and they will do their best to allocate individual guests to different floor than that of big groups, in the future, to avoid this discomfort.

Overall – this hotel should pride itself in their excellent customer service. The staff really went all out to make their guests feel special, and their conduct epitomise the unrivalled Indian...