2/10 Poor
Jacob
8 Jan 2026Our stay at New Hotel Prince Palace in Mumbai was extremely disappointing and completely misrepresented on the Hotels.com app.
We reserved a room for three nights and paid upfront using Hotels.com vouchers, with the remaining balance of just over R1,500 paid on arrival. Upon check-in, hotel management stated that they do not accept pre-payment, despite our confirmed booking, and demanded that we pay the R1,500 again—resulting in us being charged twice.
The hotel looks nothing like what is advertised. The rooms and common facilities were dirty and poorly maintained. There were rodents in the room, which was alarming and unacceptable. There was no toilet paper provided, and the room had no window, something that was not disclosed at the time of booking.
The bathroom facilities were in very poor condition. The shower did not work properly, the shower knob was broken, and there was no hot water available.
The staff were unhelpful and dismissive when we raised these concerns. We were also shocked to learn that the walk-in price for a room at the hotel is only a fraction of what is advertised and charged through the Hotels.com app.
Because of the conditions, after the first night we had no choice but to leave the hotel and find alternative accommodation elsewhere, despite having already paid for three nights.
This experience was stressful and deeply unpleasant, particularly after paying in advance and arriving in a foreign city. We would not recommend this hotel and strongly