ITC Grand Central, a Luxury Collection Hotel, Mumbai

My wife and I are staying here while visiting family and friends in India, from February 24-28, 2026. I'm writing this during the stay because the experience has been so disappointing. We're both Gold members with Marriott Bonvoy and have stayed at some of the finest Marriott properties around the world, but nothing like this has happened to us before. Every time we entered the hotel, at least one staff member asked if we were staying there. When I raised it, I was told it was for security. But guests in line before and after us didn't seem to be asked, so it was hard to see this as a rule being applied consistently. We repeatedly felt singled out and judged by our appearance. I've lived in India for a significant period, and know people can be judged by appearance, skin color, or perceived language skills. It's disappointing to see this continue, especially in cosmopolitan Mumbai and at a Marriott property, where I expect professionalism, inclusion, and respect. The hotel offered complimentary items to address the issue, but that felt like a superficial response to a deeper concern. I'd rather they put those resources toward training staff to treat every guest courteously and without bias, instead of making assumptions based on appearance. This has been disheartening and well below the standards we've come to expect.

Ms. Shagufta gave us such a warm welcome at ITC Grand Central and made sure we were comfortable throughout. Her service was outstanding and she went above and beyond. We had an amazing stay, and I'd highly recommend the hotel.

The spa is amazing, and Tanuu gave an excellent quality massage. This was my second stay, after a great first experience, and I'd happily come back. For Mumbai, I think it's worth the price. The rooms are spacious, comfortable, well kept, and stocked, with good views and plenty of sunlight. The amenities are always in great shape, and communication is clear. Every staff member I interacted with, on every floor, was warm, friendly, and helpful. The breakfast buffet and other food were all delicious and good quality. I've stayed at plenty of five star hotels, and this is absolutely one of the best I've experienced. 100% recommended!

We had a great meal at Dakshin, where Raj and Prakash also shared their knowledge of the cuisine. The Point of View lounge on the 30th floor, The Pavilion, Dakshin, and Hornsby's were all enjoyable. The property is excellent, with high quality food, great staff, and authentic service. Housekeeping and Concierge were responsive and went a step beyond.