ITC Mughal, a Luxury Collection Resort & Spa, Agra — Hotel in Agra

When we booked our holiday, we were advised by the UK based travel agent that quality and hotel expectations are not the same as you may find in Europe or USA so we went into it with open eyes. Our first ITC hotel in Delhi was looking a little tired but was still a modern hotel. The ITC Mughal on the other hand was below this expectation. We stayed in a double bed room (Mughal Suite) which felt very dated (think early 90s) and with very basic amenities and furnishings including a platform bed / mattress (in addition to the main bed) which felt random and potentially seedy. The bathroom was the worst culprit. It was small and no better than a budget hotel that you might find in the UK. It had an over the bath type shower with a yellowing shower curtain and a mouldy bath rubber mat. The height of the shower is also low and I had to bend slightly to get under it (sadly I’m not over 6ft …) The room does come with a smart TV but we couldn’t find live TV to watch an English speaking movie channel. The AC was ridiculously cold even when we turned up the temperature. Bearing in mind it’s been consistently in the 30 degrees, we did not anticipate to be uncomfortably freezing cold. We chose to be hot than cold. As much as this all wasn’t ideal, because we were staying for 2 nights before moving on we decided to live with it. As for the hotel itself, it’s quite a bland angular looking hotel. It reminds me of some roadside budget hotels in the UK. The interior within the reception hall is a lot better. It’s quite expansive and spacious with Indian heritage style furnishings. The hotel lounge bar section is also modern and was buzzing with people just before dinner. We ate at their signature restaurant Peshwari which I will review separately but to save you time, it is overpriced. We also ate in the main 24-hour restaurant. For breakfast buffet it is as you’d expect and no complaints at all. As for lunch, we opted for à la carte. We had a chicken burger, a margarita pizza, a can of coke and a lassi plus 2 bottles of water to take with us. It came to over 4,400 rupees including date which is £40. I think they treat it as a captive audience because they know “Foreigners” are cautious about eating outside the hotels. The quality isn’t good and the portion sizes are a joke. Note also that the prices on menus are exclude two different taxes which is 9% each. In terms of other facilities, it has a large and pleasant garden to the rear. It’s a bit of an awkward walk to get to but easily to find. There is an observation deck but we were told you had to ask reception to open it. There are two pool areas. One in the middle of the hotel, the other is by the garden and is larger and much nicer. You feel like less people could pry on you. I was surprised that the hotel doesn’t offer pool side services for drinks and snacks. It’s a missed opportunity for the hotel to earn. In terms of customer service, we do find Indian hospitality to be very good and the security is fantastic everywhere but I will add one story - we put a do not disturb sign on our door and reception called us up to ask why we did this. When we explained because we did not want to be disturbed nor did we need the room to be made up, we were asked to not use the do not disturb sign. We’re not sure what that is about. To summarise, if you are booking your golden triangle tour, the hotel is not the best but is probably fine for 2 nights. If you’re staying in Agra for longer, I personally wouldn’t recommend. It was a 3 star hotel...

Fabulous Hotel. Fabulous Service. Fabulous Team. Incredible stay. One of the most memorable family holidays ever. It has been an incredible stay at the hotel, specially for the reason that we took our Dog - Shihtzu with us for this holiday. Our holiday became special as our Dog enjoyed the stay along with us. Must stay for Families who want to have a great time with their loved ones along with their pets.

Winter is the best time to be at ITC Mughal Agra. It is a beautiful hotel with its rich 50yr old heritage, large gardens, beautiful large areas and love everything about the hotel in Winter.

From the start, Samir Jilani (GM) of the hotel was so wonderful and professional in helping us out to get the best possible deal for 3 of us (me, wife and 14yr old son) along with our dog. Samir made sure he understood the needs and requirements and packaged everything for us via his team.

They organised a Special Birthday Celebration for my wife near the Pool. This was like no other hotel we have ever stayed. It was just amazing. For sure a “Beautiful Memory” for ever. I cant thank the ITC Team enough for this amazing gesture and how they put together this birthday celebration.

And the Housekeeping made this wonderful decoration inside the suite for us. Our dog also loved the same and enjoyed it throughouly.

From the time we entered the hotel, we were given such warm hospitality. We were so welcomingly received by Muskaan and Samprikta at Guests Relations and also by Abhishek Singh and Nilesh F/O. Even Sanjoo Singh at Concierge was so nice to us and check if our dog was okay and if we reached all fine and what we needed in the room. Muskaan made sure we received our welcome drinks and even the extra Cold Coffee we ordered to be delivered to our rooms smoothly. It was then wonderful to take our dog for a stroll and walk around the property and the entire property was beautiful covered by their lush green gardens. we just absolutely loved walking around in the wonderful weather.

One of the most MEMORABLE EVENING was the SPA evening we had together as a COUPLE. Krishna (Spa Manager) was amazingly nice and made sure we were taken care off and worked out all the details for us to have a wonderful time together. Poonam & Vinni (Therapists) made sure that me and wife had a phenomenal time together and our massage was brilliant. Poonam specially made sure that my wife's body pain were all gone. Krishna even fixed a Spa time for 14yr old son who loved it and had a awesome time with Pappu.

Ashutosh H/K Manager, Arvind Mishra and his phenomenal Team of Manish were just incredible. They took care of everything so beautifully.

F&B Team of Bhim ji, Arun, Gitendra along with the outstanding FELICIA, JENNY, SIMON and my favourite Live Ginger Masala Chai Maker - Johny at Taj Bano made our stay incredible.

Hira Lal and Sonpal at Laundry were so nice and humble. They made sure our clothes everyday were nice ready after Laundry.

Chef Suryaveer took care of everything we needed specially Non Spicy Food.

Then the special team of Duty Managers. Special mention of Harneek Singh Puri. Our son feel sick on the penultimate day night due to the bad food we ate outside in Agra at a restaurant called "Pinch Of Spice". Our son had food poisoning and at 2am in the morning Harneek made sure there was a Doctor to see him, give an injection to stop vomiting, and also got us medicines at 3am. Harneek was amazing in handling everything and moving everyone at the backend to...

The hotel boasts great amenities and facilities but fails terribly on hospitality and service which is key for a reputed hotel chain. The staff is not interested or helpful, the front desk took ~25min to complete the check in, we were also informed of a package discount by the central reservation team but were denied availing it citing incorrect information being shared by the reservation desk and central team. Finally While checking in, the staff didn't even see us to our room to explain the services or give useful info rather walked my family for half the way then told them the room no. and asked them to check in while I was still trying to understand the miscommunication from their reservation team (why bother even walking half the way). Throughout our stay the service at the restaurants in particular was very poor, from waiting indefinitely for roti to requesting water again and again withoit anyone paying any heed, there were multiple instances where parts of the food order arrived almost 45min past the request when we were either leaving or having desert (do u expect people to eat naan with gulab jamun or ice cream), the tables too were not cleaned up properly on most occasions and requesting cutlery for food was shrugged off often by the staff it always looked like the staff was judging people which is a shame as there were numerous complaints from families with elderly and children fir the delayed service. The annoying but was staff kept on making excuse that if you need bread you need to speak to that particular server, need high chair go to another person, need soon go to another, need water - dig a well. The housekeeping staff too was no less inhospitable, as there were few instances of sub-par services (see pics) - once the staff member came in to resupply coffee, sugar , water etc after requesting thrice from the room and when they did they literally emptied the stuff onto the tray (look at the pic for amusement) and even more pathetic was when another staff member Cleaned the room and placed fresh towels on wet swimming clothes that were hanging (some service), another instance where the same person cleaned the room and kept on stepping on a pair of white shoes repeatedly despite them being in a corner and then also flung the bedsheet and quilt on an ironed dress which was hanging in the closet. To top it all off, the checkout wasn't smooth either, the valet took 20min to get my car, realising and requesting them that I was waiting for such a long time and a out 25-30 cars have come and gone long after I had requested the car to be brought up, two of the staff quietly discussed the issue right in front of me, handed the keys to my car right there to a driver and started lying straight to my face that the car is at the back - but having seen it already after confronting they eventually told that yes they actually forgot the car and were simply lying for the past 20 odd mins about the car being stuck in the parking. Frankly didn't find a single instance of good hospitality in the stay. Great premises but pathetic service and staff behaviour. Would rather happily stay at Jaypee resort which offers similar experience but has a great staff. 8 out of 10 on premises, 0 out of 10 for staff . Definitely won't be coming back and bad for people...