ITC Grand Chola, a Luxury Collection Hotel, Chennai — Hotel in Zone 13 Adyar

I visited the property with my husband and 8 month old infant earlier this month. This is a detailed review of my experience:

The ONLY noteworthy aspect of our stay — 5/5 and special shout out to Mr. Rajasekhar and Mr. Dhanesh for taking such good care of us and blacking out the room just like we had requested. They went into the nitty gritty of things and were the saving grace of our stay. They hosted us like family and attended to every single request on time. In fact, they went above and beyond their call of duty, and I’ll be forever indebted to them for their selfless service.

RESERVATIONS — 2/5 The staff were cordial and warm. But overall as a team, they seemed super confused. Especially the girls on the night shift. They guided us to Rajendra Hall for breakfast on both days despite us asking and reconfirming, and wasted half an hour of our time. Ultimately we were walked back to Madras Pavilion for breakfast by one of the bell boys. As a result of this delay, my baby couldn’t eat her breakfast on either of the days as we were hardly left with time before her nap.

When I would call them to check about my cab, they would ask me for all the details and then connect me to the concierge where I would need to repeat all the details again. If you are asking me for the details, then you directly talk to the concierge and let me know. Otherwise simply connect me to the concierge and I’ll chat with them, but why make me do this double recital?

Most luxury properties we have visited in this price range (the likes of The Leela, Taj, etc.) offer preferential services like in-room check in and checkout. We were there with an infant and would have really appreciated this facility after a painstaking flight journey. My baby was hungry and crying, and we were still made to do the checkin formalities at the front desk. I wasn’t happy with the time it took either, they were not super quick.

HOUSEKEEPING — 3/5 You don’t pay 23,000 bucks a night to see cob webs and hanging lights in the bathroom. Very shoddy. The room was very clean, but the bathroom fittings (lights, phones, etc.) had dust and cob webs on them. And that’s right infront of your eyes, not even on the ceiling. Cables of lights were hanging down. Bathroom floor is very slippery, and I was very scared giving my baby a bath in it.

F&B — 2/5 for service and 5/5 for taste The food was just mind blowing. Quality and taste were both awesome. Not a single complaint.

But F&B service was pathetic. Nobody attended to my baby. I had to request multiple times and the food still wouldn’t arrive before we left. My husband and I ended up not getting half the things we asked for on the breakfast buffet. Even my baby’s food took ages to be prepared and was finally sent to the room while she was napping. When I had called to pre-order to avoid this fiasco, I was told that there is no staff near the phone. Seriously?

We tried to pre-order at other outlets also but there was never any staff or menus hanging anywhere before time, and in-room dining and front desk both denied helping us out with this by saying that we need to order directly once the restaurant opens. Very disappointed.

We had asked for a high chair. That wasn’t even cleaned. My husband had to wipe it himself with a napkin. And that high chair isn’t even infant friendly. It is for toddlers.

I wanted to give direct feedback at the hotel but didn’t have time because of our infant and our tightly managed schedule. But I’d probably never go back to ITC Grand Chola spending that kind of money.

CONCLUSION — If I was spending 5-6 thousand bucks a night and staying at a WelcomHotel-like category, I would have probably turned a blind eye to half of these things but one expects top notch service when coughing up 23,000 bucks a night. And particularly, not...

I am sitting at the Residence Lounge writing this review. This is my second two-week stay here.

The property is huge, clean, and palatial. I do recommend it. Service is on point, everyone is polite and it is well staffed. I got time so here it goes.

The rooms are dark which is good for sleeping but makes it difficult to see. Makes me wonder if more light would reveal grime 🤔. Typically I don't want daily room service but ITC staff will insist on it. They have called my room and knocked on my door even if I have the "Do Not Disturb" light on all day. That is okay though because I normally need water bottles replenished. Beds and pillows are really comfortable. Wifi is strong.

Residence Lounge: You will find me here most evenings. The head bar tender Kapil is fantastic, a true craftsman. If ITC management reads this give that man a raise to retain him. He does everything right. Remembers drinks. Remembers room number. He is fun to watch crank out cocktails with a lot of energy and laser focus. I am certain he has formal certification in mixology. The bar has good prices and free ourdouvers that are actually quite good, I don't normally eat lfree food but it as good as the buffet here. Open hours are a bit limited from 6 to 8 despite what is posted. There is another bar Cheroot, that is open earlier and later.

Cheroot: This a swanky bar, not my style. No bar seating, only couches in group setting so it is awkward if you are solo. This is geared for malt liquor, cocktails, and cigars. It gets fullwith few people. Not a fan.

Madras Pavillion: This is the buffet restaurant you will eat breakfast everyday. It is just okay. It is a zoo most of the time. Okay- listen up mangers; literally everyday someone else is seated at the table I was seated at when I went to get food and I had to ask for a new table. This is easily solved by placing a flag or indicator on the table whenseating a customer marking it as occupied. Literally everyday the table did not have Salt or Pepper and I had to ask for it. The server simply robbed it from the adjacent table postponing the problem for the next person or making it seem like I stole my neighbors S&P. Laughably frustrating. I only went here once for dinner and it largely repeated the food from breakfast.

Gym: is good. Nice treadmills and good assortment of free weights and machines. Very pleased with this.

Pool: Beautiful, large, clear, well maintained and not crowded. Very pleased with this.

Ottimo Italian: This place is fire! Great service, delicious food, and perfect serving sizes. I could have the King Prawns for dinner every night. Props to Chef Zubin Writer! This restaurant will be a staple for many ITC guests. Good for pizza, king prawns, grilled salmon, pork ribs, etc. Nice break from the exhaustively spiced Indian food. They need some tips from Kapil about how to serve drinks.

Pan Asian: Chic joint. Pad Thai is generous and tasty. Two thumbs up on the sushi and sashimi.

Peshwari: Traditional Indian food. Serves "Brazilian steakhouse style" with all you can eat menus. This is one of the more popular restaurants and reservations are recommended. I could not get seated three nights I attempted.

Location: no fault of the hotel, Chennai is just not walkable. I don't think I would give anything found in Chennai more than two stars.

To...

During my recent stay at this hotel, I encountered a mix of positive and negative experiences. As a loyal gold elite customer, I was eligible for a complimentary upgrade; however, I was disappointed when the hotel denied my request. Only when I expressed willingness to pay was a room upgrade made available, which felt somewhat unfair given my loyalty status.

On the positive side, the hotel amenities were generally good. The facilities provided were satisfactory and contributed to a comfortable stay overall. It's always appreciated when a hotel offers a range of amenities that enhance the guest experience.

The majority of the staff members were friendly and accommodating, which added a pleasant touch to the stay. Their helpfulness and positive attitude contributed to a more enjoyable experience, and it's always encouraging to encounter such amiable hospitality.

However, I did encounter an issue with the room itself. Despite staying in a one-bedroom apartment, which should have offered a higher level of comfort and convenience, both balcony doors were stuck. Opening them required some effort, which was a minor inconvenience but still detracted from the overall experience.

In conclusion, while the hotel amenities were good and the staff members were generally friendly, there were a few drawbacks that impacted my stay. The denial of a complimentary room upgrade for a loyal gold elite customer was disappointing, and the stuck balcony doors in the one-bedroom apartment were a minor inconvenience. It would be beneficial for the hotel to address these issues and ensure that the overall guest experience aligns with the expectations of...