Courtyard by Marriott Mumbai – A Disappointing Decline in Hospitality Standards My experience at Courtyard by Marriott Mumbai was extremely disappointing and did not reflect the international standards associated with the Marriott brand. Despite being located just about 5 km from the airport, the hotel does not provide complimentary airport pickup or drop, which is inconvenient for travelers. The check-in experience was the biggest letdown. As a regular Marriott Bonvoy member, I expected a smooth, welcoming, and respectful arrival. Instead, the process was lengthy, argumentative, and unnecessarily stressful—completely spoiling the first impression of the stay. I was asked to provide a security deposit that exceeded the total value of my stay, even though my card had already been pre-authorized during the reservation. When I politely requested the new policy or process in writing, the request was simply denied instead of being explained transparently. I also had to explain that my Diners Club card is an accepted payment method, despite this being clearly supported by Marriott. Guests should never have to educate hotel staff on their own payment policies or benefits available through the Marriott Bonvoy app. Unfortunately, this property no longer reflects the level of hospitality and professionalism expected from an international hotel chain. Many non-international hotels now provide a far smoother, more respectful, and guest-focused check-in experience without turning the arrival into an unnecessary debate. I hope the management reviews its front desk procedures, improves staff training, and restores the service standards that guests associate with the Marriott brand.
