The Leela Mumbai

We’ve stayed at the Leela Mumbai numerous times, love the food, convenient location and occasional upgrades. In our last trip, the person next door was having a bad work day with numerous late night calls. We called guest services and Gerald gracefully moved us to a much nicer room. Later on, we had to reschedule our travel and cut short our stay, this too among other challenges were handled with utmost understanding and grace by Gerald. There weren’t the usual penalties or difficult discussions. When life throws curveballs, you should be in a friendly place that has your back, that’s Leela to us. Leela will have our repeat business, Gerald, Ravi and other amazing people who work there, love what they do, they quietly go the extra mile to make your stay comfortable.

Just came for met with my friend but front desk stuff Praveen offer me water and Suhana make me comfortable in the lobby area and show that hotel .

Where do I begin with total lack of 5 star hospitality and organisation? Having stayed in several 5 star hotels in india including the itc maratha and shangri-la..... I really bigged up the Indian 5 star hospitality to my friend who was a first time visitor. I told her for the price and the grandeur of the hotel, it will feel more like a 7 star. I was completely embarrassed by how wrong I was as its the worst 5 star service I've ever experienced. Complete lack of communication and organisation led to problem after problem. I had emailed the hotel only a week before arriving to enquire about wether or not alcoholic drinks were available by the pool or not as we were excited to drink wine in the sun and relax. I was told in black and white we most definitely can. Only to arrive and find that for the 2 days we were there, it was dry days due to elections. Not the hotels fault but we should have been told this. If we had have known we would have skipped mumbai altogether and went direct to kerala or goa. At the end of the second day we were eventually allowed wine in the restaurant at a cost of 2000rps per glass! and when the bottle arrived it had a super market sticker on it bright yellow displaying 500rps, this is a pretty trashy error. When I was emailing ahead I asked if there was a sari dressing service and was told no but one of the girls at reception would be happy to help me. I asked the girl at reception and she said she'd be happy to help but there was a service that the spa provided but now they're closed?! Anyway I called reception at 7pm to ask if she could come and by 7.30 she didn't come so I rang again. She said the message had not been passed on so this was a miscommunication I wouldn't expect. She came in chewing gum very loudly and casually and she really did not know what to do with the sari as it took over half an hour to get it right and she was getting stressed. I appreciate she did it in the end but my friend ended up having to go up to dinner alone and waiting ages for me, by the time I went I felt sick with tiredness and hunger. I also gave a tip to the guy who showed us to our room initially and he was the most ungrateful person I've ever experienced as were a couple of others. I left that place feeling so disappointed and now on my return to Mumbai I am in a 3 star hotel with absolute 5 star service!! 'Complimentary fruits' at the leela to the room were one apple and one banana thrown on the plate not even covered....like we were not worthy of it. I have just a plate brought to me without even asking in this 3 star and it has everything you can imagine displayed nicely and covered up. I honestly feel like we were treat with complete disdain for the fact that we didn't upgrade our room at check in and we didn't throw mountains of tips to anyone who looked in our direction. I very much got the feel that the typical guest there often do this just to prove their own wealth. We have nothing to prove. Please bare in mind that this kind of stay is a hard earned treat for some people and not just a way of life. I gave the second star only because the lobby is beautiful and the beds were comfy. Other than that, save your money and experience amazing hospitality elsewhere.

The hotel was wonderful! Very kind and attentive staff, helped with anything that was needed. Shreyas, Alam, and Ratan were all amazing!! Can’t wait to come back!

I lives the atmosphere over there like the greenery and pool was awesome. People's are very helpfull and kind specially housekeeping.