My stay at this property was not at all pleasant. There were series of incidents, some of which not necessarily caused by the hotel.
Hotel is located in prime location right in the middle of shopping hub. There is valet parking and reception area is impressive. At the check-in counter I was told that there are 3 rooms booked under my name, while I had booked only one. This is not a fault from hotel side, instead caused by a bug in the ITC mobile app.
Anyway, while I was in the call with customer support, the reception guy assigned me a basic room, even though I am ITC gold member and I had several upgrade voucher. Just some laziness from the check-in staff, still not a big deal.
Room size was decent. I noticed there were no hand towels given. I called housekeeping and when they brought it, I also mentioned to bring bathroom slippers. When he brought slippers, I told him about weighing machine not working, He said, he will replace it but never came back. The room locker was not working. I called reception and was told that someone would come to fix, but no one came. Totally hotel service team fault.
I was looking for dining option at the hotel at around 7pm and in the hotel website, it was mentioned that the bar also serves dinner. I didn't like vibe of the bar, neither do they serve any food item. I went to the Chinese restaurant next door, but they start serving only after 7:30pm. I went to the all-day dining restaurant and the experience was acceptable. I felt the staff might needed some more training. Little fault from restaurants overall.
I had booked the room with breakfast inclusive. But I had to checkout early and they told that they would arrange and pack sandwich, tea and fruits. I reminded the room service team twice before going to bed that I would leave at 5:30am sharp and I needed breakfast before that. They assured they will.
The worst experience was yet to come. During checkout, I was told that I have to pay the complete amount, which I had already paid using points while booking. The guy did not seem knowledgeable and was deliberately misleading. He sent me an SMS which had OTP and the OTP was to deduct points again for the booking. He even shown me one message on his phone which didn't say anything about the payment, but he was convincing me for the payment.
Meanwhile, I was waiting for my packed breakfast and they didn't bring me till 6am and that too just one sandwich for two person.
This hotel has potential, but has to work a lot on training the staffs. Not typical ITC hotel experience.
