Having spent decades in the hospitality industry in organizations like I.T.D.C, ITC Hotels, Jaypee Hotels and others in India and overseas, I firmly believe that luxury is not defined by scale, architecture, or brand legacy alone—it is defined by consistency, attention to detail, and execution at every guest touch-point.
Recently, during a stay at @ITC Grand Maratha, my experience fell short of what one expects from a flagship luxury hotel.
The first impression set the tone.
The check-in process was unusually long, and despite the delay, the room was not ready upon arrival. For a hotel of this stature, this immediately signals a breakdown between front office coordination and housekeeping readiness.
Once inside the room, several issues became apparent—issues that should never make it past final inspection:
- A used tissue paper found outside the bathroom door
- A leaking bathroom faucet, leaving the floor wet
- Musty odor in the room
- Carpet that appeared visibly unclean
- Air conditioning that could not be switched off
- TV controls so complex that basic operation became frustrating
- The need to request basic amenities such as water bottles and even used stirrers that had not been replaced
Individually, these may seem minor. Collectively, they point to systemic lapses in room readiness, preventive maintenance, and quality control—the very foundations of luxury hospitality.
That said, it is important to recognize what did work.
The staff were courteous, well-trained, and genuinely eager to assist. Their warmth and intent were evident at every interaction. However, good training without strong professional supervision and accountability can only go so far. Frontline excellence must be supported by rigorous leadership oversight, checklists, and empowered managers who ensure standards are met before a guest ever opens their door.
Luxury hospitality is unforgiving because expectations are high—and rightly so. Guests choose brands like ITC not just for comfort, but for trust: trust that every detail has been anticipated, inspected, and perfected.
While checking out, my wife noticed a tastefully decorated floral “25” in the center of the lobby, not knowing what it signified. Logic however suggested that the hotel might be celebrating it’s 25th anniversary, if so, then congratulations and Kudos to the @Grand Maratha and all the best in its future journey.
My hope in sharing this feedback is constructive. ITC has an extraordinary legacy in Indian hospitality. With sharper operational supervision and renewed focus on basics, experiences like this can—and should—be exceptions, not patterns.
In hospitality, the difference between a stay and a story lies in the details.