Pullman New Delhi Aerocity
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"Extremely poor service"
I am here in Pullman for the next 2 days and was there yesterday. One thing is for sure - the service quality has gone down to as low as 0.5 for this hotel. The staff will be polite, will act as if they are trying to help and will even apologise but things will move at its own pace and you need to ask for every small thing. This is one hotel in the entire Accor chain where I have not seen protocol been followed. It may sound harsh but that’s the hard reality which I have now observed multiple times. Infact in the past I have sent emails to the duty manager and never made it public but things just don’t change in few case and hence sharing this to the wider group.
"In nitu team Rajkumari is super helpful and other staff too very well mannered and prompt the response that make me"
This hotel remains my favorite destination in Delhi NCR, and I always prefer to stay here. The staff are warm, friendly, and always willing to go above and beyond to serve at their best. I truly never feel like I’m away from home when I’m here. A special thanks to Nitu, Hirdai, and their teams for being so efficient, dedicated, and for taking such great care of me every time.
"Our stay"
We had a great time during our stay, especially thanks to the excellent service at the front desk. Miss Ritu was very generous and kind, making us feel truly welcome. We’re really happy with the experience and appreciate how nice and helpful she was.
"Nice rooms but poor service!"
I stayed at this property for three nights, and while the property itself is aesthetically designed with well-equipped rooms, the service quality leaves much to be desired. At the front desk, it felt like their default response to any request was “No”, regardless of loyalty status, how politely you ask, or actual availability. I booked an executive club room and requested an upgrade to a suite — the next category. Instead of even checking, the staff immediately quoted 6,000 INR per night for the upgrade. When I said I’d use my Accor Plus complementary upgrade voucher, they insisted it was valid for only one night. Only after I showed them the T&Cs did they finally agree. The issues didn’t end there. I had specifically requested a room with a smart TV before arrival and again during check-in, and they confirmed the room assigned had one. But when I entered, it didn’t. Getting the room changed took 3-4 hours, with zero transparency — I was repeatedly told it would just be “15-20 more minutes,” with different staff giving conflicting information. During the stay, I often called the help desk for information and was promised a callback that never came. At checkout, I requested a late checkout via the help desk and they confirmed it was fine. Thirty minutes later, I got another call from reception saying late checkout wasn’t allowed because they were sold out. But the moment I mentioned the help desk had confirmed, suddenly it was approved. This is a huge lack of coordination between teams, and it completely tarnishes the experience. Despite a beautiful property, the service quality is chaotic and unprofessional. A truly disappointing stay.
"Delightful Experience"
I had a great stay at Pullman Aerocity! The staff was friendly and welcoming, the rooms were clean and spacious, and the fitness center was excellent. The location near the airport was also very convenient, making it an ideal choice for travelers.
"Amazing experience in the hotel close to airport"
Absolutely loved my stay here! The rooms are modern, well-designed, and extremely comfortable. Its location just minutes from the airport is a real blessing after a long flight. The staff was warm and attentive from check-in to check-out, and I especially enjoyed the extensive and delicious breakfast spread. The in-house restaurants and spa services are top-notch as well. Whether you’re on a business trip or a luxury layover, this is an ideal place to unwind.
"Too much delay in responding"
The management staff does not respond in a timely manner when required. For example, they provided a dedicated WhatsApp number at check-in for any kind of requests, but responses were usually delayed. On top of that, they often shifted the blame to other departments instead of taking ownership. This lack of coordination was disappointing.
"Business trip at Pullman Hotel"
My stay was very comfortable, and the staff were extremely friendly and helpful, especially the concierge Mr. Shiv. The breakfast was excellent with plenty of choices. I can confidently recommend this hotel every time!
"Cozy Stay"
We stayed here with family and found the rooms to be nice and cozy, though the lighting in both the corridors and rooms was a bit too dim. Check-in was hectic and time-consuming, which could definitely be improved. On the positive side, room service and housekeeping were prompt and efficient, and the breakfast offered a wide and tasty spread. The staff were attentive and eager to fulfill our wishes, making the stay enjoyable overall.
"Good stay"
Overall, this is a good hotel but nothing particularly remarkable. The breakfast menu was elaborate, and the room size and facilities were good. However, the service staff could have been a bit more attentive. One downside was that there was an event on the lawn (courtyard) adjacent to our room, which caused some disturbance. Aside from that, it was a pleasant stay.
"Wonderful experience!"
One of the best hotels in India! The rooms are clean, spacious, and smell great, and the staff are extremely nice. I ordered room service, and the butter chicken was delicious (though I feel it was even better last year — maybe the recipe has changed). Special thanks to Mr. Sangam, who delivered my food along with complimentary fruits. He was very polite and assisted me wonderfully. I also loved the gym and the breakfast — the plain dosa with mint and coconut chutney was fantastic. The only thing I would suggest is to add more lighting in the bathroom, as it’s quite dark and makes it difficult to do makeup. Overall, it was an awesome stay!
"Good. But the telephone service to your clients needs to improve!"
Everything about the stay was perfect, but there was a major disappointment on the day of departure. Since we had an early flight, I had pre-requested a packed breakfast, which was confirmed in advance. However, when we were leaving, we were told it was ready but ended up waiting and waiting, only to leave without the confirmed “breakfast to go”. This was frustrating, especially after everything had been pre-arranged.
Pullman New Delhi Aerocity
Peacock‑themed modern hotel with 270 rooms, extensive event space, gym and multiple F&B outlets
Address
Asset No 2, Indira Gandhi International Airport, Gmr Hospitality District, Aerocity, New Delhi, Delhi 110037, India
Email
[email protected]
Telephone
+911146080808