I am disappointed with how JW Marriott Juhu, Mumbai, handled a serious safety concern during my stay. I reported sexually inappropriate behavior by a personal trainer at the hotel gym and expected a trauma-informed, guest-centered response focused on safety, accountability, and resolution.
Instead, the process extended over four days, involved repeated calls from multiple staff members, and required me to recount the experience multiple times. This was re-triggering, disruptive, and stressful. The situation was so exhausting that I had to extend my stay just to find peace, and I was never clearly informed what steps were being taken.
During my stay, I also requested that a female staff member accompany a male tailor to my room for safety. This request was initially discouraged and required repeated insistence before being accommodated. This, combined with the unresolved trainer issue, made me feel unsafe in the hotel.
The complaint was handled by senior staff, but the response felt dismissive and did not provide reassurance, clarity, or resolution. I was not assured that the trainer was spoken to, suspended, or removed, which left me feeling unsettled.
I have stayed at five-star hotels around the world, including multiple Marriott properties, and I have never experienced such a prolonged, exhausting, and unclear response to a safety concern. Guests — especially women and international travelers — should be aware that safety complaints may not be adequately addressed.
I hope the hotel reflects seriously on how such complaints are handled in the future.