ITC Gardenia, a Luxury Collection Hotel, Bengaluru

Memorable

Grand , clean and convenient

Cons None

Exceptional experience

Everything

Cons Nothing

فندق ممتاز وجميل

Not upto mark

Location

Cons Shabby n lumpy old mattress Clumsy breakfast service

Wonderful hotel in the heart of Banfalore

A beautiful hotel, very unique open lobby, spacious rooms, hospitable crew ready and willing to assist, very nice room and bathroom design.

No twin beds as committed. TV DIDN'T WORK AT ALL !! No process to make it up to the customer.

Cons I had booked a premium, balcony facing room and requested for TWIN BED as my daughter was traveling with me too. The hotel rep called 3 times and checked when I would check-oin. I said it would be POST DINNER and the room must be ready with TWIN BEDS. When we checked in at about 1130 pm, tired and exhausted, we were told the room is not TWIN BED, but if we were to wait, they could organise in 30 min. That was very dispiriting and we refused to avoid further delays. When we settled down after changing, it was post midnight. I switched on the TV and NO CHANNEL WOULD WORK. I wanted to just unwind with the daily news and some music. There was apparently a problem with set-top-box. It was too late to call for an engineer of course, and we were already in night clothes. I however reported the matter in the morning, with pics of the TV screen. As expected, the front office staff apologised - but my question to them was - YOU SPOILT MY ENTIRE EXPERIENCE IN A ROOM COSTING UPWARDS OF 20,000 FOR THE NIGHT. How are you going to compensate the customer beyond just saying sorry ? If a product doesn't work, we expect service and replacement. In this case the product didn't work on 2 counts. Doesn't ITC have a policy that in such cases even a small gesture could be made - a small box of 4 chocolates from the in-house shop - just to express a genuine apology - instead of making the front office staff parrot SORRY SORRY ? Very shocking indeed.