Four Points by Sheraton Mahabalipuram Resort & Convention Center

I’ve been a Marriott Bonvoy member since 2014 and stayed four nights starting 13 December. The requested upgrade wasn’t possible because the hotel was at high occupancy, but I was comfortable overall. Ms Aarathi in Customer Service was empathetic, proactive and focused on guests. She arranged a comfortable ground-floor room, checked in regularly and was always ready to help. Mr Vijay Kumar (Chef) and Mr Murali (F&B Supervisor) handled a busy period calmly and responsibly, while stewards Preeti and Sonu were courteous and did their best to help us. Food was satisfactory, though breakfast could have been presented better at peak times. One follow-up issue: Mr Abdul assured me he’d get back to me but didn’t, so front office responsiveness could improve. A pleasant stay with several dedicated staff members. With a few small refinements during busy periods, it could be even better. Thank You, Cdr NJ Premnath, VSM, Retired Indian Navy Officer.

The breakfast spread was good, but dinner choices felt very limited for the price, and there wasn’t much for children to do. There was one table-tennis table, folded away by 7 PM, one chess board and a few board games in an open area where mosquitoes were a problem. As for the room, the fans were thick with dust and old linen had been left outside, bringing mosquitoes into the area. We also found toothpaste on the floor from previous guests, so the room hadn’t been cleaned properly before check-in. We asked for cleaning the next day, but the fans were still dirty and the towels weren’t changed. The only real bright spot was sightseeing in Mahabalipuram. I didn’t enjoy the stay and found it below what I expected from a 4-star property.

My family and I stayed here on New Year’s Eve, and the evening fell well below what we expected from a Sheraton property under the Marriott brand. Nearly a week before arriving, we contacted the hotel several times to ask whether the event would be a formal New Year’s party or a family dinner with reserved seating. Staff gave us vague or conflicting answers, with no clear alignment. On the night, we found a poorly planned program led by an uninspiring, unprofessional MC doing basic children’s activities. That hadn’t been explained to us and didn’t match the expectations we had made clear. It suggested weak planning and staff training. The food arrangements were another major problem. Much of the spread on the lawn had winged termites (Esal), raising serious hygiene, food safety and quality-control concerns. There were plenty of salads but no serving bowls. Our table, Table #8, was close to the live counters, yet the food consistently reached us cold. The fish was undercooked, the dosas were overly tangy and not cooked properly, and several burners at the North Indian counters weren’t lit, leaving that food lukewarm. It’s hard to understand how a brand with Sheraton’s reputation, under the Marriott umbrella, could deliver such a poor experience on a premium occasion like New Year’s Eve. Please address these issues and explain what corrective steps you’ll take to prevent a repeat. I’d appreciate a formal response. Thank you for your time. I look forward to hearing back. Sincerely, Deepak.

We stayed in a Garden view Balcony room, which was spacious, very clean and in good condition. The resort is well maintained, well located for tourist spots and has good amenities for families and kids. Reception and staff were very good, as was the service. Breakfast had lots of good options, and they also offered evening snacks and tea. The price seemed reasonable for the resort, although restaurant food was expensive even for a 4 start hotel. My main complaints were the room towels, which looked like they’d been kept for many years and weren’t up to the standard of a branded hotel, and the 3pm check-in. That timing is odd when most hotels allow 2pm, and I think they should follow the standard time.