The Oberoi, Mumbai

Fabulous stay at the Oberoi. It was my friend’s birthday and we were upgraded to a suite. There were flowers and a birthday cake too. All the staff we were in contact with were superb . Great facilities , great food. Would highly recommend

Stayed here twice this trip and it was flawless as always. Very clean, quiet, excellent service and very good food. We wanted a car at short notice and the hotel cars were busy but within 5 minutes they had arranged an alternative with a private driver. Had dinner at Siwa and that was good. It is an expensive hotel but if you want the best then you have to pay for it.

As an Oberoi Gold Member, every detail of my stay was planned with sincerity, in close coordination with Oberoi One and Oberoi Mumbai. I communicated my fundamental preferences clearly and emphasized that the major lapses experienced during my previous Oberoi stays must not be repeated under any circumstances. Despite repeated re-assurances by the Oberoi One and Oberoi Mumbai team, I encountered multiple below fundamental lapses at Oberoi Mumbai. The hotel also accepted in written that Several of the incidents I highlighted - point to lapses in communication, clarity of processes, consistency of service, and basic quality checks. These are areas for which they have well-defined procedures. When lapses occurred repeatedly - they didn’t just disrupt logistics. These have wasted my investment, time, energy, and at all times posed risks to my mental and physical well-being. During my stay, I declined to accept refunds or monetary waivers, as my intent was to highlight lapses and seek accountability rather than transactional recovery. I declined the compensation recovery offers made at that time by their team. However, upon reflection after checkout and considering the repeated lapses, the impact on my well‑being - I requested a gesture of compensation. I had left the gesture amount entirely to hotel's discretion without negotiation. However since 2-3 weeks from my checkout, the hotel has expressed no intention at all to process the humble compensation amount that was offered during my stay for all the bad experiences. Patience should not be mistaken for weakness, and commitments made for services and gestures during a guest’s stay should be honored with dignity. - Throughout my stay, a pungent odor persisted in the bathroom shower area, despite prior assurances from Oberoi One before arrival that such issues would not recur in Oberoi stays. The team spent two hours attempting to fix it but could not resolve the problem. I ultimately had to find my own workaround on the last night, which worked. This created an unsettling experience every time I used the bathroom. - CRITICIAL BREACH OF OBEROI STANDARD: Upon requesting that my used glass be cleaned or changed, I observed that the water glass in my room was being rinsed only with regular tap water in my attached bathroom (not in pantry) and then placed back for use. I am glad I caught this practice in my presence. This is hygienically unacceptable. When I raised this concern, the response was cold and the reply I received was simply that the staff member was new. It has to be cleaned with at least dishwash liquid and water in pantry only. MOST UNSETTLING NIGHT - At 6 pm, Concierge himself offered a restaurant reservation. Despite reminders, confirmation came only at 7, when I was already hungry. - The chauffeur arranged by the hotel had no idea which restaurant is arranged by hotel and how to take me. I had to find and guide him via maps, and he still left me short of the destination. He finally resorted to leave me on stranger road. I had to walk 15 mins to find restaurant myself. - The recommended restaurant was unacceptable: I was given a table with food leftovers. I left immediately, returned by cab at 8:15, still without food. - At Fenix, for the third consecutive night, water was not offered for several minutes until I asked. - After 2.5 hrs finally I had a food at Fenix but had Hair in it. Though replaced, I was still charged. - Dessert was pushed to me eat despite my refusal due to low appetite, then billed. - Within few minutes of check-in, when I requested supplies (shoe mat, combs, etc.), they were handed to me in a shopping bag and the staff left. This was very disrespectful. Items need to be thoughtfully placed inside the room - at least the shoe mat must be set properly. Here, I had to specifically ask the staff to place the shoe mats to the very least. - Concierge lines were frequently unattended, with requests delayed 30 -60 minutes or not responded until repeated reminders. - At Ziya, service was inattentive and delayed - I had to repeatedly call or raise hands to get attention for services. On arrival, the chair at my table was crooked and had to be replaced. - The fresh given dessert spoon was stained with syrup. If unnoticed, I would have used dirty cutlery. Please review cutlery cleaning practices, as this is a serious hygiene lapse. - At Fenix, the water glass provided was broken and chipped at the rim. This was easily visible and should have been caught during routine checks. - Despite giving 2–3 hours’ notice for an office drop with location name, the driver was again briefed incorrectly about my drop. I ultimately had to book an Uber, which dropped me quickly and without issue. The Concierge team had ample time to prepare for my drop. In case location was not found, a simple follow up with me before drop time would have been wise and could have requested location map or additional details. - At bills payment, I was incorrectly charged for clothes pressing, which is included in my Oberoi Gold Membership benefits. The charge was removed only after I pointed it out. Please ensure such irrelevant charges are avoided in future. - During turn‑down, Housekeeping repeatedly removed my cushions and bed runner without informing me. Even if storage space was limited, I should have been asked where to place them, as I may need the cushions at night. When I raised this, the response was neither apologetic nor helpful. The approach felt dismissive and inappropriate. - I requested 1–2 minibar items to be placed in a shopping bag for my guest, who was being picked up in the hotel taxi I had hired, and charged accordingly. Instead, the entire minibar was packed into the bag and I was overcharged, though the request was only for a couple of items.

Fabulous hotel with exceptional friendly staff who were always attentive and helpful. Lovely spacious rooms. The food was excellent in the 3 restaurants we dined in. Lovely rooftop pools with fabulous views of the beach An oasis of calm and so pleased we chose this hotel

Unparalleled service and care and attention - ten out of ten for guest experience. The Cocktail Bar on the terrace offers arguably the best sunset view in Mumbai - The menu of cocktails and food is excellent Lavish at the front desk was particularly helpful