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“Gr8 Hotel ,Gr8 food-- fails to delight in service”
4 of 5 bubbles Review of The Leela Mumbai

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The Leela Mumbai
Ranked #18 of 444 Hotels in Mumbai (Bombay)
Certificate of Excellence
Mumbai (Bombay), India
Level Contributor
11 reviews
11 hotel reviews
common_n_hotel_reviews_1bd8 9 helpful votes
“Gr8 Hotel ,Gr8 food-- fails to delight in service”
4 of 5 bubbles Reviewed 5 March 2014

Leela Hotel by Capt Krishnan Nair @ Mumbai is a rare piece of beauty in between the concrete jungle in Mumbai ,Its surrounded by trees which adds to its beauty. Rooms are good ,Lobby is well designed , Food served is mouth licking esp traditional sambhar,Assorted sea foods.Coconut dessert is a clincher .
But they lack a sensitive team to service the customer.You would be amazed to find that for a glass of water how many times you need to remind, Restaurant at lobby level is utterly confused set , every time you order a dish or a drink additionally 3 levels of checks done by diff managers to confirm order as if you are in Burj khalifa ordering a 12 lac dish . If your keys dont work you wont get assistance ,if you happen to get one they promise to get you a key but never turn back.At reception the lady gives preference to foreigners and request you to come after them ,even though you were first in queue.I believe such confusion is because of they hiring young trainees probably a cost saving strategy
I saw on TV Mr Krishnan Nair personally meeting customers ,that gives confidence it might be a temporary phenomenon and he can spot this deviation from his dream and plug this gap in service soon .
But i cant stop myself in rating it very good as its definitely a good infrastructure a good human element is the missing link

Room Tip: Take 2nd floor rooms which will help you enjoy the surrounding ,The top might give you a view of the...
See more room tips
  • Stayed March 2014, travelled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank jinoy2014
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Ashish R, General Manager at The Leela Mumbai, responded to this review, 29 April 2014
Dear Guest,

Greetings from The Leela Mumbai.

We would like to thank you for your feedback and please accept our sincere apologies for the unfavorable experience during your recent visit to our hotel.

As you are aware, that the Leela brand has a reputation of being one of the finest Indian Luxury Hotel Group and the same has been a result of relentless efforts put in by all stakeholders including discerning guests like yourself.

In order for us to preserve and uphold the above, we constantly endeavor to provide our guests a Signature Leela experience across all our offerings.

It is clear that we have fallen short on this occasion and I would like to assure you that your feedback has been taken up with utmost seriousness by our team and all steps have been taken to ensure non-recurrence .

We would urge you to treat this as an one off incident and not let it mar your overall impression of our brand.

If there is anything more you would like to share with us, which can guide us to make your next stay more memorable and comfortable, we would be delighted to hear from you.


We look forward to welcoming you back to the Leela Mumbai.

Sincerely
Ashish Kumar Rai
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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1,975 reviews from our community

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Rating summary
  • Location
    4.5 of 5 bubbles
  • Sleep Quality
    4.5 of 5 bubbles
  • Rooms
    4.5 of 5 bubbles
  • Service
    4.5 of 5 bubbles
  • Value
    4 of 5 bubbles
  • Cleanliness
    4.5 of 5 bubbles
Traveller tips help you choose the right room.   Room tips (429)
Date | Rating
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  • Chinese (Simplified) first
  • Danish first
  • Dutch first
  • English first
  • French first
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English first
Lakeville, Minnesota
Level Contributor
34 reviews
28 hotel reviews
common_n_hotel_reviews_1bd8 34 helpful votes
4 of 5 bubbles Reviewed 1 March 2014

I try not to be redundant, so just a few observations: the breakfast was outstanding, it was most welcome after 2 weeks in India. Wifi was not free, which I generally have a problem with in a hotel of this level, but at least there is a sensible pricing plan for 1 hour, 3 hours and longer. This made it more acceptable for me.
Finally, late check outs are important in Mumbai because the intercontinental flights leave after midnight. We tried to book a check-out at 8PM with an additional half-day charge. The hotel didn't accept it, they made it subject to availability. But there is a catch to it, I'll explain later. Meanwhile, while we were there we could keep our room until 5PM free of charge and we were appreciative for it. Leaving later would have incurred the half-day charge. The catch? The charge would have been at the daily walk-up-to-the-counter rate and not at the travel agency rate at which we had booked our room. This made the half day rate much more expensive the a full night rate!

  • Stayed February 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank ALien89
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Ashish R, General Manager at The Leela Mumbai, responded to this review, 29 April 2014
Dear Guest,

Greetings from The Leela Mumbai.

Thank you for taking out your time to provide us the feedback as it is the barometer for us to measure our progress in our quest of providing luxury hospitality.

As you are aware, that the Leela brand has a reputation of being one of the finest Indian Luxury Hotel Group and the same has been a result of relentless efforts put in by all stakeholders including discerning guests like yourself.

In order for us to preserve and uphold the above, we constantly endeavor to provide our guests a Signature Leela experience across all our offerings.

We are pleased to know that you liked our breakfast offering . We have also noted your comments with regards to our existing Check out policy .

Kindly be assured that we continuously strive to further refine our offerings and your suggestions would be implemented based on feasibility study which is being carried out on this aspect.

If there is anything more you would like to share with us, which can guide us to make your next stay more memorable and comfortable, we would be delighted to hear from you.

We look forward to welcoming you back to the Leela Mumbai.

Sincerely
Ashish Kumar Rai
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Sunderland, United Kingdom
Level Contributor
25 reviews
18 hotel reviews
common_n_hotel_reviews_1bd8 15 helpful votes
5 of 5 bubbles Reviewed 1 March 2014

This is by far the best hotel in the cntre of Mumbai, form fisrt entering to leaving the staff the food and the accomodations are far better themn the so called "brands" we all know

Even room sefvice was insurpassable in bothe service and quanlity of food

Other then the Taj, the Leela has no comparison nor compettion

  • Stayed February 2014, travelled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank colin h
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Ashish R, General Manager at The Leela Mumbai, responded to this review, 29 April 2014
Dear Guest,

Greetings from The Leela Mumbai.

Thank you for your feedback and we are pleased to hear that you were satisfied with the overall experience of your recent stay with us. We pride ourselves in providing our guests the Signature Leela experience and appreciation from guests further encourages and motivates us in our quest of providing luxury hospitality.

We are pleased to know that you liked our guest services and culinary experience. Your appreciation of our associates also motivates and encourages us further .

If there is anything more you would like to share with us, which can guide us to make your next stay more memorable and comfortable, we would be delighted to hear from you.

We look forward to welcoming you back very soon.

Sincerely
Ashish Kumar Rai
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Sevenoaks Uk
Level Contributor
273 reviews
55 hotel reviews
common_n_hotel_reviews_1bd8 93 helpful votes
5 of 5 bubbles Reviewed 28 February 2014

This is an absolutely first class hotel close to the new international terminal at Mumbai Airport. The rooms are furnished to a very high standard, the service is outstanding and there is a wide range of restaurants offering Indian, French, Italian and Chinese cuisines. Our experience, entertaining discerning Indian guests in the specialist Indian restaurant, was absolutely excellent.
The hotel has very pleasant gardens and a good pool.

Room Tip: Higher floors are best
See more room tips
  • Stayed February 2014, travelled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank PaulJanet
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Zurich, Switzerland
Level Contributor
17 reviews
10 hotel reviews
common_n_hotel_reviews_1bd8 9 helpful votes
4 of 5 bubbles Reviewed 24 February 2014

Ideally located when coming into Mumbai or just before you leave due to close proximity to the airport. I liked a lot the lobby and restaurant floors as well as the bar. The rooms I had were functional though a bit aged.

  • Stayed February 2014, travelled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank AE M
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Ashish R, General Manager at The Leela Mumbai, responded to this review, 29 April 2014
Dear Guest,

Greetings from The Leela Mumbai.

Thank you for your feedback and we are pleased to hear that you were satisfied with the overall experience of your stay with us.

We are delighted to know that you enjoyed the unique ambience of the hotel lobby and the dining experience which have been specially crafted for discerning guests like yourself. We have also noted your comments with regards to the rooms. Kindly be assured that we will continuously strive to further refine our offerings.

If there is anything more you would like to share with us, which can guide us to make your next stay more memorable and comfortable, we would be delighted to hear from you.

We look forward to welcoming you back very soon.

Sincerely
Ashish Kumar Rai
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Bergen, Norway
1 review
5 of 5 bubbles Reviewed 24 February 2014

I just spent 3 nights at this beautiful hotell. Situated close to the international airport and offering an exellent airport service only adds to make this hotell your first choice in Mumbai. Nice hotell with beautiful private garden, swimmingpool, clean through out, friendly and proffessional staff and very good food.

Room Tip: Go for a room with pool/garden view.
See more room tips
  • Stayed February 2014, travelled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Fenni1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Ashish R, General Manager at The Leela Mumbai, responded to this review, 29 April 2014
Dear Guest,

Greetings from The Leela Mumbai.

Thank you for your feedback and we are pleased to hear that you were satisfied with the overall experience of your stay with us. . We pride ourselves in providing our guests the Signature Leela experience and appreciation from guests further encourages and motivates us in our quest of providing luxury hospitality.

We are delighted to know that you enjoyed the private garden and the pool at our hotel which have been specially crafted for discerning guests like yourself. Your kind appreciation of our associates motivates and encourages us further in our quest of providing luxury hospitality.

If there is anything more you would like to share with us, which can guide us to make your next stay more memorable and comfortable, we would be delighted to hear from you.

We look forward to welcoming you back very soon.

Sincerely
Ashish Kumar Rai
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Munich
Level Contributor
34 reviews
32 hotel reviews
common_n_hotel_reviews_1bd8 35 helpful votes
5 of 5 bubbles Reviewed 24 February 2014

My favourite hotel to stay at anywhere!
I return every year and the high standards are maintained and the wonderful service is second to none.
I stay in a Club room with free limousine transport there and back to the airport and free access to the executive lounge where staff are very friendly and courteous
Food in the hotel is really world class
Comfort of the room is excellent.
The pool is super
I had one point of contention this stay which was as I am a GHA member I am entitled to free internet access.... Unfortunately as I connected on 2 days internet rather than the 'complimentary internet' and ended up with a large bill for internet access... On complaining at check out they reduced the charge by 50% but I still had to pay the rest.... I wasn't happy that the promised email from the general manager to sort out this problem after leaving the hotel never arrived and I've still not heard anything yet.
Apart from this small unresolved problem I recommend this hotel heartily as one of the best anywhere

  • Stayed February 2014, travelled solo
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank stephaniemireille
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Ashish R, General Manager at The Leela Mumbai, responded to this review, 29 April 2014
Dear Guest,

Greetings from The Leela Mumbai.

Thank you for your feedback and we are pleased to hear that you were satisfied with the overall experience of your stay with us.

We are pleased to know that you liked our culinary experience and our signature ambience, which have been specially crafted for discerning guests like yourself. Your kind appreciation of our associates motivates and encourages us further in our quest of providing luxury hospitality.

We also thank you for your comments on Internet services. Please be assured that your feedback has been taken up with utmost seriousness by our team and all steps have been taken to ensure non-recurrence. We would urge you to treat this as an one off incident and not let it mar your overall impression of our brand.

If there is anything more you would like to share with us, which can guide us to make your next stay more memorable and comfortable, we would be delighted to hear from you.

We look forward to welcoming you back very soon.

Sincerely
Ashish Kumar Rai
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Additional Information about The Leela Mumbai

Property: The Leela Mumbai
Address: Sahar, Mumbai (Bombay) 400 059, India
Phone Number:
Region: India > Maharashtra > Mumbai (Bombay)
Amenities:
Bar / Lounge Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free Parking Restaurant Room Service Shuttle Bus service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#11 Romantic Hotel in Mumbai (Bombay)
#11 Business Hotel in Mumbai (Bombay)
#16 Spa Hotel in Mumbai (Bombay)
#17 Luxury Hotel in Mumbai (Bombay)
#26 Family Hotel in Mumbai (Bombay)
Price Range (Based on Average Rates): ££
Hotel Class:5 star — The Leela Mumbai 5*
Number of rooms: 389
Official Description (provided by the hotel):
Within the bustling heart of India’s commercial and entertainment mecca lays one of the finest luxury hotels in Mumbai. Nestled within the tranquillity of 11 acres of lush landscaped gardens and cascading waterfalls, The Leela Mumbai is a shimmering beacon amongst Mumbai hotels.Only five minutes away from Chatrapati Shivaji International Airport and 15 minutes from Mumbai’s domestic airport, the Leela Mumbai is well equipped with world class facilities and warm, friendly service providing the ideal gateway from which to explore northern Mumbai’s commercial hub. ... more   less 
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Also Known As:
The Leela Mumbai Hotel Mumbai (Bombay)
Mumbai Hotel Leela

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