We had hosted a little function at Westin Mumbai, and had booked 12 rooms. We were very dissapointed with the bureaucratic manner of hotel functioning. During the time of booking we werent informed that they would need Photo IDs of all adults staying in the room. So when we checked-in, we were adamantly told by the staff that unless we provided IDs for guests we couldn't be allowed in the rooms, despite providing them one photo ID per room. (My mother and wife weren't carrying photo IDs). The "Hospitality" manager was downright rude. Luckily, being locals, we rushed back home and got our IDs.
We checked-in, and found the rooms to be spacious and clean. But the service aspect was really lacking.
The key cards given to us were supremely unreliable and would function erratically. I spent a large amount of time rushing to the reception to get new key cards for our guests, as the ones given to them just wouldn't function.
We had arranged for poolside catering. The catering was poor. Despite all of it being indian food, no spoons were kept at the buffet. How does one eat dal with a fork? And if you asked why there were no spoons, the staff hid behind the "Standard practice" excuse. The Indian breads were cold. We had asked them to ensure that no cold food be served the next day, but we found the soup being served to be cold.
Overall, Westin may be a great place to keep your foreign business delegates, but unless you want to feel unwelcome as an Indian, I wouldn't recommend any Indian family to stay at Westin Garden City
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
June 11, 2013
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Thank you for your feedback. Our team is delighted to hear that you enjoyed the comfort of the room. Documenting the guests’ identification is a standard procedure for the safety and security of all our guests. I truly apologize for the inconvenience you received. I am sorry to learn of your concerns during your recent stay and at the outset would like to offer my sincere apologies for the disappointment you have expressed. Our team truly prides itself on being able to provide a home away from home to our patrons. It is therefore extremely disappointing to have let you down on this occasion. Please be assured that I have personally shared your feedback with our training team so we can work on taking appropriate action to prevent any guests being similarly inconvenienced in the future. We truly value your business and hope you will give us the opportunity to host you once again at our hotel and make your experience a rejuvenating one. Please do reach out to me directly prior to your next visit.
Area General Manager
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.