JW Marriott Mumbai Sahar — Hotel in Mumbai

I always stay at the neighboring ITC Maratha on my Mumbai stays but decided to give this hotel a go for one night. I have had excellent stays at the JWM Aerocity in Delhi, so this was my benchmark. I was thoroughly disappointed and will never stay here again. The check in process was annoying as I waited in line for a bit, and then a manager came up and took the person behind me to another counter to check him in. I did immediately tell him I was next in line and his response was that someone will be with me shortly – SERIOUSLY?? When it was finally my turn, the manager gave me an upgrade, but it had to be requested as I had to re-iterate that I was a Titanium Elite member and paying the ridiculous rack rate. They offered me my complimentary welcome drink which was promptly delivered. I found the room uninviting and cold – particularly coming from the ITC Maratha which is in a different league (albeit the same price). I ordered room service and when it was delivered, I realize that they had added the two welcome drinks to the bill. When I pointed this out, it took in-room dining at least 30 min to research and correct this. The next morning, I went to the lounge to get a cup of coffee to take back to my room. The staff pointed me to the espresso/coffee machine and when I asked for milk to add to the coffee, they handed me a sachet of Nescafe powdered milk. I was flabbergasted. When I asked him for regular milk, he said he did not have it but did get the foam milk from the machine. The coffee was disgusting and undrinkable. I elected to order and pay for tea in my room. Breakfast in the lounge was a haphazard affair and most of the staff did not seem keen to be working there. The omelet station blocked the toaster and cheeses selection, and the cook seemed annoyed when people had to get by him to collect their toast. The checkout process was fortunately quick and smooth. I had to wait for my colleague to pick me up and sat down to wait at the only available seating area. However, they had a bar there and the waiter asked me to move if I was not ordering anything. I pointed out to him that there was a group of airline crew members waiting there for their check in and were not ordering anything. He told me they were checking in. I responded that I had checked out and was waiting for my ride, but he insisted I leave. I was dumbfounded. Lastly, they did not email my folio even when requested twice. It is safe to say this was a very unpleasant and frustrating experience. I have stayed at over a dozen Marriott properties in India over the years, and this was far the most disappointing. The team here needs to take lessons from the teams at the ITC Maratha and the JW Marriott Aerocity in Delhi. If you are looking for an airport property the ITC Maratha is far more value and a significantly better experience and far more value for the same price, and if that is not available just stay...

The stay was okay and was hoping to be similar to my previous stay but the entire morning breakfast ritual and other aspects fell severely short on JW's own standards

1. Folks grab your table even when assigned one for breakfast and the staff reluctantly asks you with loaded plates of food in hand to move to another table which is completely unacceptable. This has been fixed in other countries and was hoping Marriott comes up with a solution for others not grabbing your table (happened to us twice in our stay).
2. The turn down services were absent or infrequent and not daily for certain and we had to call them at least on 3-4 occasions since no one showed up. They didnt pickup the trash or take used coffee cups unless specifically asked.
3. My previous stay bed quality was superb a few months ago, but this bed has springs which hurt if you didn't sleep in a certain way or atleast you could feel them on your shoulder/back. Marriott can definetly improve at such things
4. We being long term stay guests had asked for custom breakfast menu items in the past which were made available, not this time though. Ragi Dosa or Mushroom Soup or a Ragi porridge asked at least for 3-4 days in succession, were acknowledged by the lady chef and duty manager (a Sardarji dude) who asked us to come for lunch for the same Mushroom soup , which i felt was super insulting after asking for 3 days. This is not how one takes care of long term stay guests.
5. Saturday/Sunday mornings are a complete mess with waiting times upto 30 min and the breakfast JW Cafe looks like a bus station with folks running around and complete chaos. The restaurant could use other areas for weekend rush and I have noticed this in all my stays in JW. Good luck getting ur food ordered on a weekend and to the table ! Feels like a complete bus adda (no pun intended). Seems like the hotel is more interested in add-on revenue from local weekend brekkie folks rather than folks staying in-house and the effects are to be seen on 9 am on a weekend morning.

All in all the stay was extremely disappointing and i have stayed at other hotels in Mumbai and outside India felt a lot could've been done by JW Marriott in fixing issues promptly, no upgrades were offered either. Also the attitude by on duty floor managers and chefs in JW Cafe is something which the hotel really needs to revisit or train folks wrt...

Stay away. There are plenty of better properties in the area with better service at a lower price. Reasoning below.

The worst front desk/management experience I've ever seen. The front desk personnel are so poorly trained that they not only took 45 minutes to check us in, but they also gave us incorrect information as well as screwed up all of our contact information, despite us all having Bonvoy numbers. We gave them our information several times on their tablet as well as showing them our app. Still screwed it up that my stay hasn't been reflected on my account. As a Titanium elite, I'm supposed to have lounge access but they didn't give it to me until I reminded them. They also put me in a smoking room or just a room that smelled like smoke. I had no confidence they'd be able to change my room appropriately so I didn't bother.

We wanted some pool time so we asked if we could bring some beer to the pool and front desk said yes. We went outside to a grocery store and bought some kingfisher and brought it to the pool. Pool staff put it in their fridge to keep it cold while we went upstairs to change. Once we came back down however, the pool staff said we can't drink at the pool. After waiting an hour for a manager to confirm, they said we could bring it to the executive lounge and drink our beer. We get to the lounge and were informed that we can't drink the beer in there either but we could drink in the Crew lounge. We're not Crew so we didn't even bother trying. If the front desk just told us the correct information to begin with, we would have been fine. We wouldn't have wasted our time and money buying beer. Management made no effort to hear us out or give us any resolution to this. By the way, stay away from the pool food. Rotten lettuce in the sliders.

Then during checkout, they wouldn't send me my invoice where it shows that I've paid the balance. I was told it would get sent to my email later. Didn't get it until I called them 5 days later to follow up.

Just a comical sequence of events for a JW Marriott. Poor management and training. You should put your most experienced staff on the front desk. That's the first and last...