ITC Royal Bengal, a Luxury Collection Hotel, Kolkata

I rarely write reviews this detailed, but my experience at this hotel was so disappointing that I feel obligated to warn other travelers. The most frustrating aspect of my stay was the complete lack of attention to detail and the consistently poor customer service. Every in-room dining order was incorrect despite my clearly and repeatedly requesting that specific items be removed from my meals. Each time I placed an order, I took the time to identify the ingredients that should not be included, yet the same mistakes continued throughout my stay. It became apparent that no one was paying attention to even the simplest guest requests. As a high-tier Marriott Bonvoy Elite member who spends approximately eight months per year staying in Marriott properties around the world, I have certain expectations regarding service and attention to detail. At a hotel of this caliber, I would expect basic room functions to be verified before guest arrival. Instead, I experienced a mechanical failure with my room access door that left me stranded outside my room for more than four hours. The inconvenience was unacceptable, and the response from the front desk only added to the frustration. Throughout my stay, I found myself making repeated trips back and forth to the front desk because issues were either not resolved or not communicated properly. The front desk staff consistently lacked urgency, professionalism, and attention to detail. While apologies were offered frequently, meaningful solutions never followed. The hotel's car service was equally disappointing. Vehicles were consistently late, making it impossible to rely on the transportation arrangements provided by the hotel. Again, every concern I raised was met with another apology, but nothing ever changed. What was perhaps most disappointing was management's response. Every issue I brought forward was acknowledged, yet there was no genuine ownership of the problems. During checkout, the manager essentially explained that some of these issues were beyond the hotel's control and once again offered only an apology. After days of inconvenience, repeated apologies without corrective action felt empty and insincere. The staff at this property clearly need additional training in customer service, guest relations, communication, and attention to detail. I am genuinely confused how a property associated with the Marriott Bonvoy program can operate at such a low standard. My elite status was seemingly irrelevant, and I never felt respected or valued as a guest. While the hotel may impress some travelers with its marble floors, attractive décor, and impressive views, those features cannot compensate for mediocre food, poor service, lack of accountability, and an overall failure to meet basic hospitality standards. If you are accustomed to the level of service typically found at high-quality five-star hotels, I strongly recommend staying elsewhere. In fact, I wish I had moved to the JW Marriott around the corner as soon as the problems began. I continued giving this hotel opportunities to correct the issues because I believed the staff would eventually demonstrate the attentiveness and professionalism that Marriott is known for. Unfortunately, that never happened. To Marriott Bonvoy management, if you happen to read this review, please understand that I am not an occasional traveler. I spend the majority of the year in Marriott hotels and have experienced exceptional service at countless properties. This hotel does not reflect the standards that have earned my loyalty to the Marriott brand. This was, without question, the worst hotel experience of my life. I will never stay at this property again, and I will be advising my business partners and colleagues traveling to Kolkata to avoid it as well. Thank you for nothing.

Plugs in the room did not work well

Ambience,hospitality,food Rooms,house keeping,Personal attention by the staff and the pampering by Chef Prashant. Looking forward to our next stay.

Very very poor service & receptionist was totally unprofessional.