Fairmont Mumbai

LikedVery nice property. Good amenities. Good ambiance. Food was great

DislikedAll good

LikedAmazing hotel Don’t have anything negative to say Can’t wait to go back

LikedEverything in this hotel is excellent. The room, amenities, restaurants and specially the employees.

DislikedDidn’t have a single item to complain about during our 8 night stay

LikedEverything was exceptional, from the room and cuisine to the spa and stunning view.

LikedWonderful breakfast spread...loads of options. The staff was exceptionally helpful..a special shout out to Srinivas (who manages the luggage department)...he went over and above to keep a part of my luggage safe in the hotel a couple of days before actually checking in .

LikedI thoroughly enjoyed the food at The Merchant restaurant. The team was very accommodating of our specific dietary requirements, which made the experience even more special. Harsh, who served us on our first night, went above and beyond to ensure we had an exceptional dining experience. I would also like to make a special mention of Pratik at Reception, who was extremely helpful. He promptly arranged for a doctor to visit our room and kindly upgraded us to a Gold room after we shared the challenges we had faced with the Concierge while trying to organize medical assistance upon arrival. Overall, I found the staff to be highly customer-focused and attentive. However, my experience with the Concierge team was not aligned with this standard, as outlined in my earlier feedback.

DislikedI had been in touch with the Concierge team to arrange for a doctor to visit my room due to severe jaw pain. This was while we were traveling from Mangalore to Mumbai. I do not recall the concierge staff member’s name, but he was a very tall gentleman. During my request, he repeatedly insisted that for jaw pain I needed to go directly to a hospital. Despite explaining my situation and clearly requesting a GP to visit my room, his response was quite cold and unhelpful, stating that this was not possible. However, upon check-in—while I was already in considerable discomfort—I raised this again with the reception team, and they promptly arranged for a GP to visit my room without any issue. This suggests that the Concierge team was either unwilling or not proactive in assisting with my request. Additionally, the same concierge staff member handled my request to procure prescribed medication from a chemist. He informed me that payment would need to be made in cash or via UPI, which I agreed to. When the medication arrived, I approached him to settle the payment. After I handed him INR 1500, he responded that he did not have change. At no point did he offer to arrange the balance or assist further. Instead, I was left to prompt him, which is not what one would expect in a hotel of this standard. If guests are asked to pay in cash, it is reasonable to expect that the Concierge desk is equipped to handle such transactions smoothly, including providing change. In my view, the Concierge role is one of the most customer-facing and service-critical functions within a hotel, and this experience fell short of expectations in both responsiveness and service attitude. That said, I would still consider staying at the hotel again, but I do hope not to encounter a similar experience with the Concierge team in the future.

LikedExcellent hotel which is brand new. All very nicely designed, with lots of good amenities and has a real expensive hotel feel to it. The pool area is great, feels boutique and quiet. Checkin is also great with the hotel picking you up from the airport and aiding the checkin process.

DislikedThe only small things which were a bit strange was firstly the hotel has quite a lot of scent pumped into it, presumably through the air conditioning. It gets quite sickly and annoying. The staff are very attentative, almost too attentative where they keep coming to the room and asking if everything is ok.

LikedExcellent amenities, clean and well-sized rooms, amazing spa.

DislikedThe hospitality from the staff wasn’t up to the standard of the hotel compared to other hotels of this calibre. Quiet and respectful friends visiting hotel guests were not treated in a welcoming way which was odd. To be clear it was never more than one person visiting and they were all quiet and polite - not that it should impact the hospitality. I was even charged for an extra occupant because I had a cousin visit late in the night because my flight got in late. They said they don’t allow visitors at night.