The Leela Palace, New Delhi — Hotel in New Delhi

Disappointing stay

My family and I traveled through India for two and a half weeks in February and March and stayed at a range of properties throughout the trip; at the higher end this included a Taj and Oberoi properties; at the mid range in smaller cities they included a Ramada and Courtyard hotel. My family have previously stayed at the Leela Palace, though this was before the pandemic.

We booked our hotel through the Amex fine properties program. This generally permits us to check in early and includes some perks and upgrades. Unfortunately we arrived at the time of the departure of the G-20 delegations. The new, clearly inexperienced staff was overwhelmed and the scene was chaos. Our expectation was that this would a calm, peaceful and welcoming environment; it was the opposite. The hotel staff struggled to accommodate us; our rooms were not all available until well after the 2 pm check in. As Indian Americans we were deeply disappointed that the welcome Aarti was only performed for European appearing guests. No attempt for service recovery aside from “it would be better if you come back in a few hours” was advised.

On check in the Duty manager apologized profusely and stated that in-spite of the chaos that the experience would normalize and return to our prior expectations. This was not to be the case. Exhausted we checked on around 245-3; the elevators were reserved for “important delegations” and we were removed from the elevators a few times and struggled to make to each others rooms. In the evening the hotel cleared briefly; then the wedding party arrived and the chaos began; this large party treated the hotel like a personal home; they pushed and shoved hotel guests in the hallways and had drunken parties in rooms throughout the hotel. My family, located on separate floors did not have a single uninterrupted night of sleep…this went on for days.

The staff all appears to be new and is very inexperienced. Waiters cannot be flagged down and routinely cut off guests in the hallways and restaurants. The bell staff ran a cart of luggage into me while I attempted to exit an elevator…after I made eye contact with them and said hello. The concierge is anything but….I waited 25 minutes to ask him a few questions and he had no useful information. Aside from the hotel restaurants the cannot provide and restaurant or coffee recommendations. On a later encounter I asked for assistance on booking evening tickets for the Quatab Minar and was told to look for them on-line—at home I can do this; I couldn’t do this and only after appearing in person did the concierge then help (and then after a long explanation he was gracious). At the end of our trip it took 3 hour examination of the hotel bill and back and forth discussion to correct the bill and have to hotel live up to obligations and promises for service recovery. Hardly a polished, 5-star experience.

Delhi is famous for its food…and it’s almost impossible to have a bad meal…unless you eat at the restaurant. Our family collectively felt that the food was terrible and the service was amateur. My sisters developed GI issued after Dinner and we skipped our complimentary meal and decided to eat out. There are plenty of wonderful, interesting high end restaurants nearby that aren’t a pastiche of an Indian restaurant; any street stand you pass will have a tastier meal. We couldn’t even motivate to deal with the drama and disappointment with breakfast on our way home and opted to eat at the airport.

There plenty of wonderful, luxurious hotels in Delhi that truly represent Indian culture and hospitality….and this used to be one. This is a beautiful property that is clearly mismanaged and staffed by a team that has no place anywhere in hospitality. We looked forward to ending our long Indian vacation here—-specifically my mother who stayed here multiple times previously. She was so disappointed that she won’t be back….and everyone was happy to leave the madness and chaos of the Leela palace. I wish we had left before...

Dear Concern,

I visited you The Leela Palace New Delhi on 25th October 2022 with My Brother to celebrate a special occasion on his birthday.

I am totally dis-satisfied with your Services and Staff Delinquent behavior as it Doesn’t taste me like-: The Leela Palace which I used earlier many times.

We came to your Hotel Last Night, just because of the trust factor but never think this will leads Us to a bad experience that I have never think of. Try to Understand Anyone Who comes to You for Sake to relax and Fresh up their Mind from Busy life and Enjoy some Relish Moments with Near one But Just wanted to update you, Your Team Broken Our whole Mood by their Illiterate Behaviors and Attitude. They are making us Judged many times Into different parameters. Couldn’t understand how your People work under One roof by taking Such a prestigious brand name with No Positive Impact left on the Guest side.

My family is very familiar with your Hotel as We use your Brand just because of its Service But today Surprisingly We came to have a bad experience.

I and my brother is also from the service industry that’s too front-end operations in the retail sector where we are more into customer satisfaction in the luxury segment.

We were Literally Ignored to provide Services_:

*When I entered at Front Porch, I ask for an Indian Restaurant which was suggested for your team “ The Qube “.

Once We enter to your Restaurant “The QUBE” , I was literally Ignored very Rudely by your Manager Mr. Bhanu in a Sarcastic way that Retro is Closed So why I sent to Place which is Closed by your staff,Are we fool to come at your Hotel ? I Request Manager to sit in Open Lounge Outside, for Food Purposes as It was My brother's Birthday I mentioned to him as well But He denied us for Food and Told Restaurant is Closed We can’t allow you, So Can’t understand Why you people Operates 24*7 if you cant respect your Guest that How to treat If someone comes to your Place.

*Your Staff Disrespecting us by Not providing Water as well as Menu Once We started Angrily and Leaving Place then they are giving us value to sit and Tell to ready Our Food, Imagine it’s My Brother B’day,We came to celebrate that but not for such foolish activities.

After My Request Mr. Bhanu told me that Wait some time, He is sending someone to help me in getting My Food done .

But Again I was so surprised by seeing Our small request took a Bare minimum 20-25 Min to deliver things,So how foolish is this that the Guest is waiting for long time for small requests?

*Finally, From My order Mediterranean Pizzacame, Don’t know What Intention they have served As Pizza was served Uncooked and the Whole Pizza was Not warm. We ask to warm it again that took Bare minimum 10-15 Min to deliver that, How Foolish is that?

*At last When Invoice was created and I really shocked to see I was Wrongly Charged for the Dish that Mr. Bhanu Offered us as a Complimentary from Dessert Buffet against our Wrong Experience at Hotel.

I do not wish to have that Dessert But as Guest delight He offered us Gulab Jamun Choco Fondant

By his choice by saying Will love to give you As Complimentary from Buffet -But I was Charged for Choco Fondant ! -But why your Staff communication was wrong with Guest? -Why there is need of Adding Choco Fondant in the Invoice and Why Gulab Jamun was not added if you want to add actually! (Do you think that We can’t afford that, But Why your People Realizing Guest Bad during their Visit )

You are 5Star Luxury Property were. you cant Play with you Guest Emotions, Are you making your guest feels that they are fool to choose The Leela Palace for such experiences,

*At Last One more wonderful experience we came across -Mr. Arko_Front Office person was asking Guest why to Need Mail Id of their General Manager Mr. Das Gupta, I was shocked to know that they can’t give Mail Id of person whom I want to connect for My Such Bad...

This review is based on the experience of me and my wife of 3 days staying at the hotel for my honeymoon.

I called and messaged the hotel my details 15 minutes before the Checkin so it would be seamless, and it was, we came back from a long day wedding and reached by 10:15. We were in the room by 10:18. The room was beautifully decorated with a cake that was placed for us 🥹

Next we went for dinner, there, the service manager saksham, extended the buffet timing by 20 minutes as we were really really late and he made sure we were comfortable and enjoying.

The next morning, at the breakfast, we did not like the taste of the hummus and their sous chef- Chef Jolly, personally took our feedback and made not one, but two different types of hummus to ensure our comfort.

The same night, during dinner, we were treated extremely well by a service manager by the Name of Babu, he was extremely professional, warm and comforting to our needs! I have NEVER experienced such world class service! I never had to ask twice for anything. Mr Babu is just excellent, in fact, he was there for the next 2 day’s breakfast and the dinner and he just made sure it was great. The hotel is so amazing that it even treats interns so nicely! A guy named Aditya, a trainee was extremely professional and if he would not have told me, I would never have known, that he is a trainee. He also ensured we are happy, and believe me their restaurant was full, and we were eating and drinking for almost 3 hours.

Additionally, hats of to Jolly chef, for ensuring that his team delivers the best performance. We wanted some dim sums and he appointed this to chef Lekhraj- who made dimsums 3 times before he nailed what we wanted. He also was a genius in terms of creating a balance of flavor. Making non veg is easy, but the veg ones — it is an art, chef Lekhraj did his best - without giving up, delivering what we wanted. His action is worth 7 stars and this goes a long way to share how efficient chef jolly’s management is.

Finally, the stay and the overall experience of being in this luxury property is absolutely at par with the price they charge. EVERYONE IS TRAINED TO TAKE CARE OF THE GUESTS. They are continually redefining hospitality management. To this point- it was such a beautiful gesture- that we got an amazing gift before we were leaving! The GM of this hotel should be really really really proud of the work he has been doing! The entire staff from the lobby, to the restaurant and the rooms, delivers an amazing unforgettable experience that ties Leela to one of the worlds most luxurious and customer centric brands creating loyalty that is unparalleled to any other.

Thank you...