I visited the hotel recently this month - for the first time for 4 nights. I am frequent traveler to Chennai and have pretty much visited all the five-star+ properties in the city. So, this time, i decided to stay here.
First the positive elements. The facilities are excellent, even a bit over the top. So much wasted space, but it is great. The hotel is a maze. The room I stayed in was in the Towers, and it was excellent. Large room and the amenities in the room were impeccable. The linens, furniture, shower area are excellent quality.
Where the hotel literally sucks is in the service area. There are so many service staff that it makes you wonder - what everyone does. So much staff that half of them are standing round just looking or walking around and not even discrete. A manager come to the table once and even pitched some ITC products.
The restaurants were so, so. The vegetarian restaurant is a rip-off. But Peshawari is good. The bar has poor service and when I was there, the staff were literally mulling around someone in the bar area - and did not even notice there were other guests in the bar.
The service issues included: i asked if they had a blackberry charger as I had forgotten one - I did not expect them to have one, but at least they should call me back and say so - they staff took the phone and said that they would call promptly, but never did. I called for cleaning up the room - as i was going to be away for couple of hours and wanted them to clean before that. They did not do it after promising that they would. I left the laundry for service and it never got picked up. They would not accept my luggage - as I was traveling out of town for 3 days - as the manager gave the excuse that they did not have enough storage - if you look at the facilities, you will know that the guy was joking or thought that I was a fool or he figured that i would never come back again to this hotel. As a hotel guest, I walked to the bar at 11.00 in the night in shorts, and the guy refused to let me in - after paying so much for this hotel- and after a tiring day - they expect me to dress up for the bar - as it defeats the purpose of relaxing in the hotel after a busy day. All -in-all, the service staff - with hundreds or even thousands of them - i am not kidding - is not well trained and service is horrible - after paying one of the top rates in the city.
All-in-all, if you want over-the-top luxury facilities with decent food that you can get elsewhere in Chennai, and poor service that does not concern you after paying top dollars, - this is a good pick.
I stayed at Towers ,and it was good
See more room tips
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Report response as inappropriate
Thank you for your valuable feedback and for listing the positives of the hotel before sharing your comments on the negatives. We apologise for the inconvenience caused to you during your stay at ITC Grand Chola and regret that your stay experience was not up to the mark.
Please allow us to get in touch with you directly by emailing us your personal contact details on
email@example.com. We hope you give us another opportunity to serve you again.
Wishing you a great day ahead
VP & GM, ITC Grand Chola
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.