ITC Royal Bengal, a Luxury Collection Hotel, Kolkata

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.

Everything

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

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

It's a best place ever I seen joli from the guest relations tooo lovely she is a kind girl and checkin counter was rush need manning dear genaral manager

Nice stay and great ambience!

Came here with my fellow colleagues for a business purpose and chose ITC royal bengal for the stay and must say it is one of the best hotel I have ever stayed at. Kashish from Front Desk helped me a lot with the checking and throughout process

Had one of the amazing experience in ITC Royal Bengal

Best experience ever thankyou so for the services and levinia do appreciate

Offical trip was more than a home stay experience. Most humble staff and beautiful property. Breathtaking breakfast spread. Thanks ITC and I would like to mention mis Suku she went beyond everything to make my stay memorable.

Great experience from welcome to check in and breakfast and check out. Very comfortable room and amazing experience. Will visit soon .

Enjoyed my stay thoroughly and must say very helpful staff and everyone is smiling and greetings that makes us feel more welcome.

The staff was comfortable.. loved it sneha was helpful at reception

Excellent hotel architecture and friendly staff

The hotel is lovely with grand pieces and fantastic gardens, but some issues should have been avoided.

I was kindly upgraded, but from 10pm to 1am the room above was having a party. The duty manager intervened around 11pm but didn’t give me an update. I complained again as the noise continued and then visited me to say it was a birthday party and would be over in 15 minutes. The noise persisted until around 1am.

I used room service twice. The first time it took 45 minutes and the food was cold. I didn’t say anything but when I ordered again it took 60 minutes and the food was still cold. I mentioned this and was offered a replacement but then I wondered if I’d have to wait another 60 minutes.

I’m not the only one experiencing this; it happened twice to me. I suggest the hotel reviews its service as I expected more from an ITC chain.

Check-in and checkout were not staffed adequately and a few people complained about the long wait and lack of service staff.

The service of Satyajit during breakfast today was really appreciated. Our pass two experiences was not very good but surprisingly Satya cam forward and give genuine warm, attentive and excellent service which make a noticeable difference thank you