The Westin Mumbai Powai Lake

My stay at Western Powai was unfortunately a very disappointing experience. I had arrived at the hotel at the official check-in time with a confirmed booking email and booking number. However, the staff could not find my booking, and to my surprise, the booking number was showing details of someone else. It took the team some time to sort this out, which was not the kind of start one expects from a reputed hospitality brand. The room initially given to me was not up to the expected standard. When I requested a change, it was refused at first, and only after my insistence was another room finally arranged. I was there for a staycation with my family, and instead of feeling relaxed and welcomed, the entire experience became uncomfortable and unpleasant. The issues continued at checkout as well. As a Marriott Gold Elite member, I am used to a certain level of service and process consistency across Marriott properties. I had specifically asked during check-in whether my membership number had been updated, and I was assured it would be taken care of. At checkout, I was told it had still not been updated. This makes me wonder whether the processes at this property are truly process-driven or simply person-dependent. Global brands like Marriott create strong systems for guest experience, but those systems need to be followed consistently. Sadly, this stay fell far below expectations.

Dear Ritu and Anshika, I would like to sincerely appreciate both of you for the excellent hospitality during our stay. The experience was wonderful, and your warmth, care, and professionalism truly made a difference. As always, we thoroughly enjoy coming to a Marriott property because of the consistently high standards and the personal attention extended to guests. Thank you once again for making our stay so comfortable and memorable. Looking forward to visiting again soon.

I had an excellent stay here. Enjoyed my stay here. Rutu and Dhruv were very helpful and efficient in helping me with my queries.

Very good Ampire stay was excellent Lake view and garden

We have been visiting this hotel every few months for the last 15+ years. Must have stayed here 50+ nights. This used to be our favourite hotel from the days it was called Renaissance Powai Lake. Excellent location facing the Powai Lake. The pool and some of the rooms provide a very beautiful view of the lake and Powai skyline. *What do we still like here* - The staff at the Executive lounge is amazing. Laxmi and the team in the lounge takes great care of the guests and the experience at the lounge was very relaxing. Infact the lounge is the only reason we repeated our stay at this hotel for the staycation recently! *What needs to improve* - The front desk staff was not very helpful at all. Being a Titanium member with Marriott Bonvoy, we requested a Suite upgrade for our anniversary and it was declined even when they had suites available. They were okay to disappoint a Titanium member, and leave their suite empty instead of upgrading. Never experienced this before. Also requested another night booking after 2 weeks, but they did not confirm the booking or even get back. Looks like they aren't too keen to get business from Loyal Marriott Bonvoy members anymore. I can certainly say, please stay away if you are Bonvoy loyalist, there are better options. The pool needs severe renovations. The floor or the pool has black marks and looks very dirty. It needs refurbishing, but the hotel seems to be avoiding it. The pool towels are all old, torn or with a lot of stains. Do not expect even a 4 star hotel to use such older stained pool towels. There is new construction right before the lake and hotel, disrupting the view and calmness of the place. Did not have a relaxing experience due to pool being shabby and construction right outside.

Great hospitality! Very cooperate. Ms. Rutu and kamlesh really helped me out with everything.

Everything and the evening club access

Nothing