Eva's Pizza — Restaurant in Mumbai

I am shocked at the attitude and lack of basic hospitality shown by the front office team at Lemon Tree Premier. If this is what you call hospitality, it is shameful. We booked this hotel only so that we could catch our early morning flight to Singapore next day. It being festival time and my family who stays in Mumbai decided all kids should go for garba together. My 17-year-old daughter, who was staying in your hotel with me, returned from a Garba event with her 19-year-old cousin.( She wanted my daughter safely back since she's a local and knows the place). Instead of a simple courtesy call to me to inform me your staff made these two young girls stand in the lobby at 1 AM, refusing them entry to the room. This despite the fact at 10 pm when I reached the hotel with my SIL, I had informed lady in front office about the arrival of two young girls at approx 1 or 2 AM and to please inform me and allow them to my room and that my niece will leave in 15 min or so with her mom. But at 1 AM there was a man at the reception desk who was arrogant n rude and just refused the request. Did not call me even.Is this how a so-called hospitality brand treats its guests?

The situation was very clear — my niece had only come to drop my daughter back after the festival and was to return home in Juhu with her mother. The girls simply wanted to exchange jewellery and collect a few things I had to give her. Instead of exercising judgment and making a polite call to me, the front desk decided to harass young girls at midnight. This is not “policy,” this is lack of training, lack of sensitivity, and absolute high-handedness. At least a female staff could have been assigned to escort the girls to my room...to collect the stuff and escorted back to lobby. Can't the front office man understand that it's basically courtesy towards women and that too young girls..one a minor.

Hospitality is never black and white — it is about judgment and care. Your team displayed neither. My daughter is a minor, and I should have been immediately informed. Why wasn’t I called? Why was I not given the respect and right to make a decision in this situation? Finally I had to go down in my night suit with the stuff to handover... I tried to speak to the man but he was tone deaf and kept repeating policy policy... I think he needs STRONG TRAINING. Anyway will put this on linkdin and tag relevant people too.

I sincerely hope your GM calls me on the number registered with my booking, because this entire incident needs to be explained. Lemon Tree Premier has not just disappointed me as a guest, but also shown a complete lack of basic manners and compassion.

Such behavior shows a complete lack of hospitality and training — shameful for a brand that calls...

Disappointed with Service at Lemon Tree Hotel – Not Up to the Mark

I am a cabin crew member with Indigo Airlines, and my company has been booking Lemon Tree Hotel for our layovers, paying a hefty amount to ensure our comfort and a smooth stay. Unfortunately, the service I received during my recent visit was far from acceptable.

Before leaving for my flight at 2 PM, I personally informed the front desk staff, Ms. Afreen, to ensure that my room would be cleaned before I returned around 9 PM. However, when I entered the room later that night, it was still untouched not cleaned at all. I was extremely irritated.

When I called the front desk, Mr. Vinay picked up and responded in a very casual and unprofessional manner, asking, “When do you want the room to be cleaned, madam?” instead of immediately resolving the issue. I had to remind him that this is not how you speak to guests, especially when you’re part of the hospitality industry. I understand the challenges of the job, but if you’ve chosen this profession, at least show basic courtesy and professionalism.

To make matters worse, instead of promptly sending someone to clean the room, a housekeeping staff member, Mr. Aniket, knocked on my door just to ask what the problem was. This was baffling the issue had already been clearly communicated. Why was he not already briefed? Why was no action taken immediately?

Additionally, Mr. Prasad Sonaware, who is listed as the Housekeeping Executive of this property, is responsible for maintaining a standard level of service. Sadly, that standard was clearly missing during my stay.

Some might say mistakes happen, but this is not a one-off. The general behaviour of the staff has consistently been unfriendly and dismissive towards us, and that is simply unacceptable. We are not casual walk-in guests, we are in-house guests whose comfort is being paid for at a premium by our airline.

It’s time the hotel management seriously re-evaluates the training and professionalism of its staff. We deserve better.

— Shivani Pandey Cabin Crew,...

We researched hotels near Mumbai’s airport for a short stay, checking reviews and ratings on Google Maps and MakeMyTrip, followed by property photos. The Lemon Tree Premier, Mumbai Airport, best matched our needs for comfort and convenience. Check-in was smooth, with friendly staff welcoming us. Our room was clean and functional, though not luxurious. The bathroom was a highlight—modern, spotless, with quality amenities. Everything, from AC to Wi-Fi, worked perfectly. The hotel bar was a letdown, with few patrons and a dull ambiance. Dinner at the restaurant, however, was delightful, offering tasty Indian, Continental, and Asian dishes in a comfortable setting. The next morning, the pool—4 feet deep and well-maintained—was serene, and we enjoyed an hour of private swimming. Breakfast was the standout, with a vast, delicious buffet of Indian and Continental options, fresh fruits, and juices, served by attentive staff. Overall, our stay was enjoyable due to great staff, clean facilities, and excellent dining. The room rate on MakeMyTrip felt slightly high, but the warm hospitality, pool, and breakfast made our stay memorable. We’d consider returning for future...