ITC Royal Bengal, a Luxury Collection Hotel, Kolkata

Sorry but I was quite disappointed. Property is good but the service standards are very very low

Property was great in terms of grandeur and opulence but the staff are not complimentary to the property at all . Sad to see front office staff clueless about billing . Laundry not getting picked up after repeated reminders , concierge team being harder to reach than some VVIP . Hostess at breakfast who looks like she is tired of seeing g guests and doesn’t even greet them with a nice good morning .

Cons I have already mentioned what I did not like about the property . Wrong billing at check out delaying leading to our departure to airport being delayed . Clueless duty manager who arrived at the scene to check on billing and slowly just escaped from the scene when she realized they had goofed up . People are absolutely cluelsss in the hotel . Lobby ambassadors are just busy on their phones not bothered if guests are walking in .

Disappointed

Nice location

Cons I booked this hotel expecting a luxurious 5-star stay, but unfortunately, it fell far short of that standard. Upon arrival, my first room had a carpet full of stains. To their credit, they moved me immediately to a nicer, bigger room, which I appreciated. However, that was the only positive moment of the stay. The problems continued when I ordered food through their app. After waiting 25 minutes with no response, I called the restaurant directly and was told they never received my order. I had to order again from scratch. The next day was even worse. I put the "Do Not Disturb" sign on my door because I needed rest, but instead of respecting that, staff called my room every two hours—knocking on my door, calling about service, and even asking if I had ordered food. It felt like harassment, whether intentional or just sheer incompetence. I couldn't even take a nap in the afternoon because they wouldn't leave me alone. I spoke to the manager, but it didn't help at all. Breakfast was chaotic—the restaurant was overcrowded and tables were dirty. I had to ask twice just to get my table wiped down. This was so frustrating that I actually started looking for another hotel to move to. For the price, this was a complete waste of money. I would strongly recommend booking a smaller, more competent hotel instead. Very, very disappointed.

Beautiful Property, But Service Fell Short of Luxury Standards

I booked a stay at the hotel for my partner and, while the property itself is absolutely beautiful, luxurious, and very well maintained, the service experience unfortunately did not match the standard I expected from a luxury hotel. My first challenge was simply getting in touch with the Guest Relations/Guest Service team. Once I managed to connect with the GRE, I requested a small customised card as I had booked the stay for my partner. I was informed that this could not be arranged because the hotel had already prepared its standard welcome card, which is provided to guests as part of the hotel’s policy. I explained that I wanted something personalised and was also looking to arrange a bouquet. I was then told that the hotel was busy the following day and that this could not be done. As a fellow hotelier, I found this response quite disappointing. A simple personalised card and a bouquet are small gestures, and in my opinion, these are exactly the kinds of details that create memorable experiences for guests. I eventually called the hotel again and requested to speak with the Duty Manager, as I was disappointed with the responses I had received earlier. I was making international calls at the time, so this was also an added inconvenience. Fortunately, I was connected with the Duty Manager, who understood my request and helped arrange both the customised card and the flower bouquet. Kulsum (I hope I have remembered her name correctly) was particularly helpful and made a genuine effort to assist me. I really appreciate her taking ownership of the situation. However, there was another disappointing moment at checkout. I had already prepaid the room and the bouquet, yet my partner was asked to pay for the bouquet because the reception team showed it as pending. Having arranged and prepaid everything in advance, this should ideally have been properly communicated and updated in the system before checkout. It was an unnecessary and uncomfortable situation for the guest. There was also an issue during the stay when my partner requested a plate and cutlery. She had to call three times before someone attended to the request. Unfortunately, when someone finally came, they did not bring the requested items but instead came for clearance. This was another example of a basic service request not being handled properly. To be clear, the room was top-notch, the hotel is luxurious, and the property is extremely well maintained. There is clearly a lot to appreciate about the hotel. However, for a luxury property, the overall guest service needs to be more attentive, responsive and proactive. The small details matter, especially when guests are celebrating something or when someone is making an effort to create a special experience for their partner. I hope the management takes this feedback constructively. The property has all the ingredients to deliver an exceptional luxury experience; the service delivery simply needs to be more consistent with the standard of the hotel.

Will go back again

Everything

Cons Nothing

Joli made our stay

Too much pretty property and joli form RLA is sweetest people like her and I loved her behaviour she is soo well mannered. And one more thing I loved foods and rooms also spacious

Soothing stay

Food was good and Joli from Guest Relations is too sweet and love the encouragement abd property is so loveable