Welcomhotel by ITC Hotels, Dwarka, New Delhi

We were there for a function on 1 March, so I can't comment on the rooms, but the hotel made a very good impression. The event arrangements were excellent and everything ran smoothly. The hotel has a beautiful, well-kept ambience, and the food and management were very good. Staff were polite, cooperative, and professional, which made the occasion enjoyable. We really appreciated the hospitality. Mr. Rajkumar Tyagi

We hosted one of our very senior global business leaders at Kebab n Kurries ITC Welcomhotel Dwarka, and the whole meal became a memorable dining experience. Chef Yashpal and the F&B Service team deserve special mention for the thoughtful service and food. The menu was refined, and everything was carefully coordinated from the warm welcome onward. The staff were gracious and focused on guest satisfaction. Hospitality here was impressive from top management through to the people on the ground. I'd recommend it for a tailored, elevated meal, and we plan to come back.

The restaurants looked polished in the website photos, but in reality they were poorly ventilated, messy, and not clean. At breakfast there were no plates or cups at the stations, the buffet food wasn't replenished, and the continental choices were limited. The staff seemed busy walking around, but service was inefficient and the food didn't suit international guests. The pool area was maybe a 3/10. We booked a Studio Suite (52m2), expecting a comfortable room, but its condition and presentation were disappointing. The property looks dated and poorly maintained. Curtains and linen were dirty, the air-conditioning vents were dusty, there was mould on the bathroom wall, and the toilet paper was old, with some moss on it. For the service and room standards, I'd put it around 2.5 stars internationally. We reserved from Australia and were promised a high-floor room and good care because we'd booked many extras and inclusions. Those promises weren't kept, and we got a horrible room. The airport pickup we booked arrived late. At check-in, the process was slow and the hotel was badly understaffed at 1am. They took an hour to find our booking because the system was down. I raised the problems with staff and got no resolution. It took about three hours to reach the duty manager. They tried to address things, but we were leaving the next day, so it wasn't much use. At that point a refund would have been better. The positive reviews online may be as fake as the website photos. We thought we'd booked the best room with half board and would be looked after. Booking here was a terrible decision and a disappointing start to our holiday. For what we paid, another international chain would have been a better choice, with a more dependable service standard. ITC welcome falls short of its brand and identity.

It's an awesome property, but the staff were average and, in my experience, racist. With flights cancelled because of the war situation, many international tourists were there. At breakfast, restaurant staff separated guests by skin colour and even gave seating priority on that basis.