ITC Grand Central, a Luxury Collection Hotel, Mumbai — Hotel in Mumbai

ITC Grand Central is considered a Luxury 5-Star property and though we were not expecting fireworks for a three-night stay, we were expecting a timely check-in experience. We waited for an hour for our rooms post check-in time. During this time, no apology or welcome drinks were offered to us. Not even a glass of water. As we roamed the grounds and sat in the lobby for this hour, we were hit rather unpleasantly with the strong room freshener used in the property. I am sensitive to strong smells, so I tried to be understanding. It was only after my companions complained of not being able to breathe properly that I realised it wasn't just me. ||Finally, we went to our rooms. We had booked the ITC One Double and the Towers Twin Room. The pictures on MakeMyTrip show a lovely massage chair by the French windows in the suite. There was no massage chair in our room. The carpets had huge stains and the smell from the room freshener had followed us through the lobby, up the lift and into our rooms and was there to stay - with us! We still tried to give it a shot. We went to the poolside, being partially open, we had relief from the smell. We went up to the lounge. Our friend ordered a sandwich. We waited for the sandwich for thirty five minutes and even then, the sandwich did not arrive. Out of the thirty five, just five minutes were enough for us to book another hotel for the same dates and decide to check out. ||The staff seemed understandably confused at our "early" check out, but we told them our problems calmly. The excuses offered were inadequate and upsetting. We were told our room was probably not as per our liking "because it was a smoking room". I didn't know smokers were considered unhygienic, so it was alright to put them in rooms with dirty upholstery or carpets, and undeserving, so why bother giving them perks offered online at all! The staff did offer to show us rooms that were non-smoking, but A, we specifically requested a smoking room, B, we reminded them that the smell was still a problem. And, this was the punchline - we were told that the smell stifling all of us was "probably because of the rains". Not only is that a silly thing to say to people who live in Mumbai (which the staff ought to have known because I told them this was a staycation for us) but also, why should any guest at a 5-star luxury property be concerned by the weather, or the air quality, or even the noise outside whilst indoors? ||We spent a total of a little over two hours at ITC Grand Central. Regretfully, all of that time was displeasing. When we stepped out, I was expecting a phone call or two considering we spent zero time from the 3 nights we booked with them. No calls came. An email made its way to my inbox the next day offering a brunch in lieu of a 3-nights booking. It was too little, too late.||Do not be fooled by the tall arches and colonial facade because it is just that, a facade! The property is ill-maintained and the hotel policies are as outdated as the carpets, else they could've offered to reimburse us for at least fifty percent.||There is one compliment that I will give wholeheartedly though. ITC Grand Central has the best...

During our two-night stay at the ITC Grand Central Mumbai, we, a family of three with a 4-month-old infant, experienced various disappointments. Upon checking in with Club ITC Elite and inquiring about a complimentary suite upgrade, we were initially told they were sold out. However, when expressing a willingness to pay the difference, miraculously, a suite (room 2903) became available for ₹18,880 for two nights. Unfortunately, the room's condition was subpar, resembling that of a 3-star hotel. Issues included a non-functional power socket in the kitchenette, inconveniently positioned sockets in the living room, and inaccessible smart TV settings due to a lack of a remote.

The bedroom door's tightness and screeching noise were particularly troublesome for our infant. The room lacked kid-friendly features, such as open trash bins causing unpleasant odors from used diapers until the next day's housekeeping. Notably, there was no power socket on one side of the bed, and the bathroom featured outdated furnishings with entry-level Parryware fittings and no hand shower in the shower cubicle.

Turning to Hornby’s Pavilion, the hotel's restaurant, we encountered further issues. With only 20 tables for a 242-key property, the buffet spread was limited, and service was lackluster. Requests were often delayed or never fulfilled. During a Sunday morning rush, we were redirected to another restaurant, Dakshin, with makeshift arrangements and a significantly reduced menu. The doughnuts were notably hard and dry.

Communicating these concerns to the team prompted an invitation from Assistant Manager Mr. Subham to try dinner at Hornby’s, which turned out to be regrettable. Tables were unprepared, and essentials like water, glasses, and hand towels were absent for the entire meal. Buffets were depleted by 9:30 pm, and restocking proved challenging despite multiple requests. Desserts and ice creams lacked proper serving arrangements, contributing to an overall impression of overpriced mediocrity.

Moreover, continuous calls to our room phone, despite the DND sign and an infant in the room, were disruptive. These calls were related to housekeeping or for unclear reasons, leading us to disconnect the phone. In conclusion, our experience at ITC Grand Central was unsatisfactory, and we do not plan to return. We advise considering alternatives unless one is willing to pay a premium for deteriorating...

⭐⭐⭐⭐⭐ 5/5 Stars

I had the most incredible experience staying at the ITC Grand Hotel! From the moment I stepped into the grand lobby, I was captivated by the opulence and elegance that exuded from every corner of this marvelous establishment.

The staff at the Luxury Hotel went above and beyond to ensure that my stay was nothing short of perfection. From the warm and welcoming reception to the attentive housekeeping, every member of the team made me feel like a cherished guest.

The room was a sanctuary of comfort and luxury, boasting breathtaking views of the city skyline. The attention to detail in the room's decor and amenities was simply superb. It was evident that the hotel spared no expense in creating an ambiance of pure indulgence.

Dining at the hotel's restaurant was an unforgettable experience. The culinary delights prepared by their master chefs were a symphony of flavors that left my taste buds dancing with joy. The extensive menu catered to all preferences, and the service was prompt and courteous.

What truly sets the Hotel apart is its exquisite spa and wellness facilities. After a long day of exploring the city, I indulged in a rejuvenating spa treatment that left me feeling refreshed and rejuvenated. The spa's tranquil atmosphere and expert therapists made it a blissful escape from the hustle and bustle of everyday life.

The location of the hotel was also ideal, situated in the heart of the city, close to major attractions and shopping districts. I was able to explore the city easily and return to the comfort of the hotel within minutes.

I can confidently say that my stay at the ITC Grand was an unforgettable experience. The impeccable service, luxurious accommodations, and attention to detail surpassed all my expectations. I wholeheartedly recommend this hotel to anyone seeking an extraordinary and memorable stay. If you're looking for the pinnacle of luxury and hospitality, look no further than the Luxury Hotel - it truly lives up...