Taj Hotels review: Stay at Taj Lands End Mumbai

I have just returned to London from a trip to Mumbai and a wedding which incidentally took place at your hotel.

I was expecting the same Taj ( "Tajness") service I had come to expect in a Taj Hotel. It was beyond disappointing that it was not that. My sister and I stayed 6 nights and returned for 1 more night before flying back to London. On the day of the wedding Monday 24 March we had two very expensive outfits for the wedding laundered in the morning and specifically asked the bags in which they were stored be returned so we could pack them back in the bags. At 8.30pm that day I informed the concierge we had not had the bags back. I was told it would be sorted immediately. I made 4 calls that evening each time being told it was being looked into. By 11.30pm not having slept as we were waiting to hear the laundry manager attended. I was so angry that we had waited so long with no explanation of what was happening so late at night and was told they had still not found the bags, that communications had clearly failed and that we should just leave our outfits in the room the next morning at check out, that the bags would be found and placed with with the two suitcases we left with the hotel in storage for our return. We slept very badly and left early for a flight to Goa. On our return on Friday 28th February we were running very late when we got to the hotel and checked in quickly with a view to picking up the outfits in the bags to go to the clothes shop to have them adjusted. The outfits were not with our suitcases and it took over 30 mins and various calls to locate them. Your hotel caused so much stress that afternoon too when we had so much to do. That evening we visited friends and got back to the Taj at 11am and ordered salad and potato wedges in the lounge. It took 20 mins for the salad to arrive and by 12 midnight the potato wedges had not arrived. I was told they were on the way several times. The service was awful and we simply left not having eaten and my sister is diabetic!. To say I am angry with the awful experience at the Taj is an understatement. Your commitment is:

"Crafting individual experiences is an artform at Taj. Regal, memorable, tailored to your every whim – and meant to be savoured forever. Experience the warmth, intuition and sensitivity that imbue every moment at Taj Hotel"

I fail to see how you achieved this in our stay at your hotel. I wait to hear from you on how you intend to deal with my complaint.

Kind regards

Jasy Loyal