ITC Royal Bengal, a Luxury Collection Hotel, Kolkata — Hotel in Kolkata

I stayed with my family at ITC Royal Bengal over the Independence Day weekend (15th–18th August). While the property itself is world-class in design and scale, the service experience felt inconsistent and often fell below the standard one associates with ITC Hotels.

Where things fell short

Pre-arrival & check-in – No pre-arrival call or email to confirm arrival time, travel assistance, or special requirements. This is something I’ve always experienced at other ITC properties and even other brands, and its absence was surprising. – At check-in, I specifically asked about amenities, inclusions, activities, and dining options. I was assured someone would come to brief me, but no one ever did. – The Duty Manager simply handed over the keys without any guidance. I had to figure out the wing, elevator, property layout, breakfast location, children’s activities, and inclusions like luxury hours all on my own. For a five-star luxury property, that felt careless and unwelcoming.

Breakfast (Day 1) – While trying to convey a request, Tanmay completely overheard and ignored me. It looked unprofessional and frankly made me feel dismissed — especially as I was ready to pay charges. To his credit, once this was highlighted, he did correct the situation, but first impressions matter. – Overall, staff at breakfast seemed cold and overworked. For what should be the most welcoming part of the day, the atmosphere felt transactional rather than hospitable.

Luxury Hours experience – Expectations were for a relaxed, premium environment. Instead, it felt chaotic and rushed. – Drinks that were ordered never arrived. – Guests were openly using their hands to pick up food items, and no one from the staff bothered to intervene — unhygienic and out of place for a luxury property. – The entire experience fell flat compared to what a guest expects from “Luxury Hours.”

Overall communication – Across the stay, there was a consistent lack of proactive communication. I felt left to figure things out on my own — which is not what I expect from a flagship property like ITC Royal Bengal.

Where individuals stood out

Suvendu – The absolute highlight of the trip. He is the very definition of hospitality. He reserved us a table, arranged custom food and drinks, thoughtfully packed donuts for my child, and was consistently attentive. His approach made us feel genuinely cared for, which is exactly what guests expect at this level.

Rounak – Always available for any need, prompt and helpful throughout. His attentiveness stood out amidst an otherwise inconsistent experience.

Chef Rangvijay Singh – On the last day, he personally interacted with us, served wonderful dishes, and engaged us in warm, genuine conversation. His kindness and effort went a long way in making us feel valued. He even messaged afterward to check if we had reached home safely — a rare and truly memorable gesture.

Maitreyee (Guest Relations Manager) – She personally came to meet me, listened patiently to all concerns, shared her own family story to build connection, and promised to act on the feedback. At checkout, she thoughtfully offered lounge access while we waited, which was appreciated.

Closing Thoughts

The property itself is stunning, but what it lacks is the personal touch and consistent feel of true luxury hospitality. Too often I felt like I was left alone to figure things out, and several experiences (check-in, breakfast, luxury hours) felt rushed, indifferent, or poorly managed.

At the same time, individuals like Suvendu, Rounak, Chef Rangvijay, and Maitreyee showed the heart of hospitality and salvaged parts of the stay. They deserve recognition, because their efforts stood out in contrast to the otherwise mechanical service.

Honestly, ITC Royal Bengal has everything needed to be extraordinary — but it needs that extra push, attention to detail, and warmth to truly deliver the luxury experience...

ITC Royal Bengal Hotel: A Luxurious Oasis in Kolkata

Kolkata, the cultural capital of India, is not only known for its rich history, vibrant festivals, and delectable cuisine but also for its luxurious hospitality offerings. Among these, the ITC Royal Bengal Hotel stands out as a shining beacon of opulence and grandeur, redefining the city's hospitality landscape. Let's take a closer look at what makes this hotel a haven for discerning travelers.

Architectural Marvel: The ITC Royal Bengal Hotel is not just a place to stay; it's an architectural marvel that seamlessly blends contemporary design with traditional elements. Designed by renowned architect Hafeez Contractor, the hotel's facade is inspired by the local red soil of Bengal, paying homage to the region's heritage. The interior spaces are equally impressive, with meticulously curated decor that reflects a perfect harmony of luxury and comfort.

Luxurious Accommodations: One of the defining features of the ITC Royal Bengal Hotel is its exquisite accommodations. The hotel boasts a range of rooms and suites, each thoughtfully designed to cater to the needs of modern travelers. From spacious executive rooms to lavish suites offering panoramic views of the city skyline, every corner of the hotel exudes elegance and sophistication.

Culinary Delights: Food aficionados are in for a treat at the ITC Royal Bengal Hotel, which is home to some of Kolkata's finest dining establishments. The hotel's signature restaurants serve a diverse array of culinary delights, from authentic Bengali cuisine at 'Grand Market Pavilion' to innovative global fare at 'Ottimo Cucina Italiana.' Additionally, guests can unwind at the stylish bars and lounges, indulging in expertly crafted cocktails and premium spirits.

Wellness and Recreation: For those seeking relaxation and rejuvenation, the hotel offers an array of wellness facilities. The Kaya Kalp Spa is a sanctuary of serenity, offering a range of therapeutic treatments to soothe the mind, body, and soul. Fitness enthusiasts can stay active at the state-of-the-art gymnasium or take a refreshing dip in the swimming pool surrounded by lush greenery.

Meetings and Events: With its expansive banquet halls and cutting-edge conference facilities, the ITC Royal Bengal Hotel is also a preferred destination for business travelers. Whether hosting corporate meetings, conferences, or social gatherings, the hotel's dedicated events team ensures seamless execution and unparalleled service.

Sustainability Initiatives: ITC Hotels are renowned for their commitment to sustainability, and the ITC Royal Bengal Hotel is no exception. The property incorporates eco-friendly practices across its operations, including energy conservation, waste management, and community engagement, making it a responsible choice for conscious travelers.

Impeccable Hospitality: What truly sets the ITC Royal Bengal Hotel apart is its impeccable hospitality. The staff, known for their warmth and professionalism, go above and beyond to ensure that every guest experience is memorable and delightful. Whether it's arranging personalized excursions, attending to dietary preferences, or simply offering a friendly smile, the hospitality at this hotel is second to none.

In conclusion, the ITC Royal Bengal Hotel in Kolkata is not just a place to stay; it's an experience in itself. From its stunning architecture and luxurious accommodations to its delectable dining options and exemplary service, every aspect of this hotel is designed to enchant and delight. Whether visiting Kolkata for business or leisure, a stay at the ITC Royal Bengal Hotel promises a truly...

The hotel looks luxurious and is well maintained but the service is a hit or miss. The breakfast buffet is decent with good taste and quality. However, the food in the resident's lounge isn’t as good, probably because it serves unlimited drinks and snacks between 6 to 8pm for some bookings, making it crowded.

The main problem is their service and customer experience processes. Our package included two way airport transfer but the hotel didn’t contact us until a day before arrival. I called them on the morning of 9th July but neither front desk nor reservations could find the airport transfer inclusion. I had to go back and forth between Marriott Bonvoy (I booked through their app) and ITC’s teams multiple times before they acknowledged it.

Refer to the 'Noteworthy details' section, if you are interested in the complete details.

Affordability isn’t an issue since we paid over 1.2 lakhs for 9 days, so a few thousand more wouldn’t matter. But the uncomfortable conversations and lack of empathy from staff and poor record keeping made it exhausting.

This was far from the usual flawless Marriott experience we’re used to. We’ve stayed over 100 nights at various Marriott properties across the globe (pre COVID) between 2016-2019 and many more in other hotel chains besides Marriott. This was by far the worst experience ever!

I learnt ITC is not Marriott-owned, just a commercial tie up and some Marriott best practices aren’t followed.

My two cents on why there are so many lapses at ITC: Poor grievance redressal policies; system fails when things go wrong. Poor IT and reservation tracking systems, especially those linked to Marriott. Lack of staff accountability; departments just transfer calls. No real empathy or care. P.S: I have worked in senior PM roles for customer experience/contact centers at F500 companies.

There's a lot more to share but there is character limit in Google reviews and this is as much as I could write within those limits.

My advice in the end: stick to Marriott’s own hotels. JW Marriott right next door, is a much better option. I’ll avoid ITC in future. JW Marriott is the gold standard for us. Not perfect but they handle issues well.

Request to Hotel mgmt: Please don’t post generic replies like in other reviews. Poor grievance management is systemic in this hotel and not being addressed. This review is simply to help future guests understand what to expect.

Kartick, the house keeping personnel who took care of the cleaning during most of our stay is the only person who always did it with a smile. The two stars are only for his sake, otherwise we very much dislike the hotel. The only other people who had a smile face are the lady chef who comes to take feedback during breakfast and a couple of files folks at the front desk. Everyone else, especially the one's at the breakfast area in the morning have a really gloomy face, at least in our experience. Haven't noticed in any other luxury hotel...