This hotel promotes itself as 5-star deluxe. On my most recent visit, it did not measure up to the 5-star service I’ve received at other Indian hotels. Several minor annoyances combined to give me the impression that the management has some serious work to do before they can legitimately reclaim a fifth star.
Within 15 minutes of my arrival, the staff made three, easily avoidable errors that were particularly annoying because they delayed me when I was in a hurry to get to a meeting. First, due to the desk clerk’s failure to follow standard procedure and ask my room preference, they put me in a very smelly smoking room. When I objected to the odor, the staff member who had shown me to the room called downstairs to get it changed, and that process took quite some time.
Second, although I told the desk clerk that I wanted my bags immediately, they were not sent. I had been waiting seven minutes since checking in, so I decided to go back to the ground floor to get the bags myself. There they were, sitting by the concierge station with various staff members standing around nearby. I took my bags, stopped at the front desk to explain to the clerk that “immediately” does not mean seven minutes later, and since the key to my replacement room had finally reached me, I went to wash and dress for my meeting.
Third, I was in the bathroom preparing to shower, when I heard someone saying hello through the intercom on my room telephone. It was the duty manager, who wanted to apologize for the problem and offer me something to make it up to me.
I give the hotel credit for that – at many establishments, they believe that merely saying “sorry” cures all ills (it doesn’t). However, even in trying to do the right thing, the duty manager compounded my problem. He didn’t ask me if it was a good time to talk (it wasn’t), he was misinformed about the nature of the problem, he called the problem a “misunderstanding,” as if I were partly to blame for it (it wasn’t a misunderstanding; the errors were both on the hotel staff’s part, and my instructions to the desk clerk had been clear), and the gift he offered me, a pass to happy hour in the Luxury Lounge, was of no value to me that night, as I was going to be out during their 6-8 pm happy hour (also, I don’t drink, which lessens the value). I told him that he was taking my precious time, and that he should write me a note, which he did, and I found it that night, slipped under my door along with the pass.
By chance, I was able take advantage of the Luxury Lounge happy hour the following evening. The snacks on offer were above average, and it was nice not to have to pay, but the real value of the place was clearly in the liquor. The lounge did not measure up to other 5-star lounges that I’ve visited in India for food or décor.
On my last morning at the hotel, there were two more annoying glitches. A minute or two after I answered my charming, polite, live wake-up call, my phone started broadcasting Muzak, presumably as the result of an automated wake-up call. I lifted the receiver and hung up. One minute later, it happened again. When it happened a third time, I placed the receiver next to the phone until it gave the phone-off-hook signal, and the Muzak calls stopped.
- Official Description (provided by the hotel):
- With the reassurance, hospitality and warmth of The LaLiT Suri Hospitality Group, guests are welcomed to the perfect combination of luxury apartment style living and leading hotels services called The Residency – a modern abode of suburban living. Set against the backdrop of the vibrant life and the grandeur of Mumbai, we bring to you 21 apartment rooms that are fully furnished marvels. Fresh and modern, each residence greets you with its typical flair and style, silk cushions, vibrant colours, gorgeous upholstery, spacious bathrooms, and so much more makes The Residency one of the most desired service apartment in Mumbai. Guests can choose from the avant-garde style of one-bedroom residence, two-bedroom residence and three-bedroom residence – The combination makes The Residency an ideal extended stay hotel in Mumbai. ... more less
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- Also Known As:
- Intercontinental The Lalit Mumbai Hotel Mumbai (Bombay)
- Intercontinental Lalit Mumbai
- Hotel Intercontinental The Lalit Mumbai
- Hotel Intercontinental Lalit Mumbai
- Hotel Lalit Mumbai