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“Awesome, Good, and all Depends on Front Desk”
Review of ITC Mughal, Agra

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ITC Mughal, Agra
Ranked #13 of 144 Hotels in Agra
Reviewed July 10, 2014

It was a spur of the moment thing for us to plan for the ITC Mughul in Agra.
Why would anyone travel to Agra in this 40+ C degree temperature? Simple, they had an Internet package for 1 night and also the 2 night packages. But, I chose the 1 night option and got a very good Summer rate. Breakfast was the only thing complimentary.

The drive thru Yamuna Expressway was smooth and the highway was practically empty, reached in 2 hrs. Hotel entry is very simple, but once inside - the reception area is very elegant. The check-in process is very simple, and there start the issues.

You will see the front desk being very stingy and non-friendly vs. the rest of the hotel as being driven for service and making your stay comfortable.

We were given a room that had leakage, and it was showing in the walls of the room. Initially we did not notice, but after a few hours, the mildew smell was very strong. We got a change of room. All went well there - but the disconnect between the Front Desk and the rest of the hotel is very evident in the delivery of service.

The new room was good, and had all the amenities needed for a comfortable stay.

The general pool is good, but towards the evening, the bugs start biting and even in the pool....

We also upgraded our stay for the next day, so the next room change came after talking to the front desk and also got access to their larger pool. The newer rooms were larger and also have a change in amenities and toiletries - they were enhanced ITC products.

The buffet breakfast on day 1 was not that great - but somehow the next day - we got a seat in the Taj Bano restaurant, and the food was better tasting. It was due to the menu - but not everything on the menu was good.

There is a huge green lawn behind the rooms, good for running and playing soccer or anything.

Overall, it was a good 2 nights there - having been in different rooms, and used their 2 pools - the hotel is worth staying at, that too after ensuing that the Front Desk is in sync with you.

Room Tip: If you want to view the Taj at all times, then take the rooms in the 600 room number series, otherwi...
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  • Stayed: July 2014, traveled with family
    • Value
    • Sleep Quality
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1  Thank TravellerPetals
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
ITCMUGHAL, Manager at ITC Mughal, Agra, responded to this reviewResponded August 22, 2014

Dear Guest,

Greetings from the city of the Taj!

I would like to take this opportunity to thank-you for choosing ITC Mughal – A Luxury Collection Hotel.

We are indeed delighted to know that the services rendered were up to your expectations. It is comments such as yours that inspire us to strive for greater heights of excellence in our services.

However, your feedback regarding your experience with the Buffet breakfast and Front Desk has also been noted and you have my assurance that the same shall definitely be reviewed.

We value your patronage and look forward to the pleasure of welcoming you back to ITC Mughal.

Yours sincerely,

AshutoshChhibba
General Manager

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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2,230 - 2,236 of 4,079 reviews

Reviewed July 6, 2014

We needed a place to unwind, we had been through a hectic past few months so we chose a hotel in which to stay put as we did not intend to go around much in the Agra heat.

While the property is what one would expect from a hotel of this pedigree, what made it memorable was the the team at the hotel . . . they surpassed expectations.

Be it from making us feel at home with very prompt service at the room, or making the service
at the tables so very personalised, the staff managed to materialise at the time we needed, making suggestions, bringing a dish that we needed, having made for us a personalised dosa or omlette, making recommendations and yet being unobstrusive.

And all this was even while the property was booked to capacity for the vacation weekend.
What an outstanding team, right from Shivankit, Raaghav, Arsh (Amit), Akshay and several others whose names we forget.

The food was great (I believe, the other celebrated ITC restaurants are a tad over-rated when compared).

The property was teeming with so many birds and squirrels. Evenings viewing the expanse of the green lawns was theraupetic.

Congratulations ITC for having nailed it, thank you for a relaxing vacation. We seemed to be between friends.

Room Tip: Rooms facing the lawns, rather then the pool facing ones.
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  • Stayed: June 2014, traveled with family
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    • Location
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2  Thank Mukul11
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
ITCMUGHAL, Manager at ITC Mughal, Agra, responded to this reviewResponded July 11, 2014

Dear Mr. Mukul,

Thank you for taking out some of your precious time and posting your feedback on Tripadvisor.

It is our pleasure to know that the service provided to you were appreciated and also that we could make your stay a memorable and wonderful experience.

Looking forward to having the opportunity to welcome you back to ITC Mughal!

Regards,

Ashutosh Chhibba
General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed July 5, 2014

The Decor in Entry Area and Lounge Area near the Bar is very nice. Other than that, the Hotel itself is just okay. The Shops next door are very nice people, but sometimes they can become a hassle to buy something. They make you don't want to go that way, because....... "Hey, come look, you don't have to buy anything line" all come at once! The Hotel's water supply doesn't look safe to drink. It runs yellowish most times, however, the City itself is a little poorer than most areas close to New Delhi. You can see the Taj Mahal from the roof top, but from a distance. Doesn't get the full Taj Mahal feeling from this distance. Safety isn't a factor, they keep it pretty secured.

  • Stayed: June 2014, traveled with friends
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Thank WorldWidePlayer
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
ITCMUGHAL, Manager at ITC Mughal, Agra, responded to this reviewResponded August 22, 2014

Dear Guest,

Greetings from the city of the Taj!

At the outset, I would like to take this opportunity to thank-you for choosing to stay at ITC Mughal – A Luxury Collection Hotel.

We have taken cognizance of your feedback and without meaning to offer any excuses sincerely apologize for the dissonance faced. It is indeed our responsibility to provide all our guests with services that surpass their expectations and it is disappointing to know that your experience was to the contrary. Please be assured that the same has been viewed very earnestly and necessary action has been initiated to enhance our services.

We sincerely hope that you will treat this as a one off incident and provide us with another opportunity to restore your confidence in ITC Mughal.

We value your patronage and look forward to the pleasure of welcoming you back to ITC Mughal.

Yours sincerely,

AshutoshChhibba
General Manager

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed July 5, 2014

Agra as such is a must - Taj Mahal is wonderful. The ITC there is good to stay a night or so.
But compared to the usual Sheraton / ITC standards it's not matching expectations.

After check-in you would need to identify your baggage in a mountain of other baggages.
Breakfast is on lowest level. Milk was in a condition/age which everywhere else leads to immediate closure of the hotel.. ;-)

But on the other side gym, pool etc. and some of the service staff was very good.

  • Stayed: June 2014, traveled as a couple
    • Value
    • Location
    • Sleep Quality
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Thank Claudius W
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
ITCMUGHAL, Manager at ITC Mughal, Agra, responded to this reviewResponded August 22, 2014

Dear Caludius,

Greetings from the city of the Taj!

At the outset, I would like to take this opportunity to thank-you for choosing to stay at ITC Mughal – A Luxury Collection Hotel.

We have taken cognizance of your feedback and without meaning to offer any excuses sincerely apologize for the dissonance faced. Please be assured that the same has been viewed very earnestly and necessary action has been initiated to enhance our services.

We sincerely hope that you will treat this as a one off incident and provide us with another opportunity to restore your confidence in ITC Mughal.

We value your patronage and look forward to the pleasure of welcoming you back to ITC Mughal.

Yours sincerely,

AshutoshChhibba
General Manager

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed July 5, 2014

Service in pavilion was excellent staff was really helpful making our stay comfortable.the buffet had a nice layout and wide variety of dishes to offer.the pool area was nice and relaxed.
We wish that there was a lift installed in the property.the bathrooms equipments need refurbishment.

  • Stayed: July 2014
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Thank Uditrajshah20
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
ITCMUGHAL, Manager at ITC Mughal, Agra, responded to this reviewResponded August 22, 2014

Dear Mr. Shah,

Greetings from the city of the Taj!

I would like to take this opportunity to thank-you for choosing ITC Mughal – A Luxury Collection Hotel.

We are indeed delighted to know that the services rendered were up to your expectations. It is comments such as yours that inspire us to strive for greater heights of excellence in our services.

However, your suggestion regarding refurbishment of bathroom equipment and Lift for Public areas has also been noted and the same shall definitely be reviewed.

We value your patronage and look forward to the pleasure of welcoming you back to ITC Mughal.

Yours sincerely,

Ashutosh Chhibba
General Manager

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed July 4, 2014

A large hotel so you dont really feel the 90% weekend occupancy you're told about. Two pools made it great, since most people dont use the pool near the spa - so was more or less empty through our stay. The main pool was packed beyond belief with children and families - the entire day.

Rooms are well kept - though we had issues with air conditioning on the first night, even had our room changed for the second night but still faced the same situation. My friends in the other two rooms also faced the same issues as well. Badly functioning air conditioning is a big no-no especially in the peak of summer in North India.

The bar downstairs was where we were most of the time (the football World Cup on a big screen was a bonus). Buffet food was average, wouldnt call it outstanding or something I would go back for. The a la carte menu food was the stand-out - absolutely fantastic. I would skip the buffer altogether even if it was included and order a la carte. DEFINITELY keep that in mind.

Service: the senior staff (big shout out to Tara and Abhishek) were very attentive and ensured that we never faced any problems. A large part of the serving staff reminded me of the a government-run establishment - slow to respond, not very interested and definitely not very forthcoming, making you think twice about asking them anything. I guess I should bear in mind that every hotel has it's fair share of staff that do leave you feeling shortchanged.

One issue that we did have was that there was a significant amount of ghost billing at check-out; we were charged for meals that we were included - something we wouldn't have caught on to if we hadn't gone through the invoice carefully. Should be mentioned that the charges were reversed without any issues. Still, all rather suspect and definitely avoidable.

The million dollar question: would I go back? Yes. Why? Value for Money. Lower if not remove any expectations and you could be very surprised with a pleasant stay, barring the few issues I've mentioned above.

I should also mention that after 2 days in the hotel parking lot, it was very evident that our cars had been cleaned - something that I was very impressed by.

  • Stayed: June 2014, traveled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Thank BrokeTraveller88
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
ITCMUGHAL, Manager at ITC Mughal, Agra, responded to this reviewResponded August 22, 2014

Dear Guest,

Greetings from the city of the Taj!

I would like to take this opportunity to thank-you for choosing ITC Mughal – A Luxury Collection Hotel.

You have my assurance that we have taken cognizance of your feedback and without meaning to offer any excuses sincerely apologize for the dissonance faced. Please be assured that the same has been viewed very earnestly and necessary action has been initiated to enhance our services.

Your appreciation has been conveyed to Abhishek & Tara and I am sure that your recommendation will go a long way in encouraging them.

We value your patronage and look forward to the pleasure of welcoming you back to ITC Mughal.

Yours sincerely,

Ashutosh Chhibba
General Manager

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed July 2, 2014

Well, all I can say is, I read the reviews on TripAdvisor too late! And this experience teaches me to listen to what other travelers are saying.
We stayed for 2 nights on a family holiday. Reached on a Sunday when the lobby was like a railway platform, but even on the next day the staff attitude remained just what it was to be throughout our stay - indifferent, which is the only way to describe each one of them. There was muddy water in the bath, the staff says - that happens sometimes, is it still muddy? And that their pipes are being relaid. So we had to bathe in dirty, muddy, brown water. The first night, we could barely sleep, there was a family jumping and shouting around on the floor above. When we complained the next day and requested to be moved to a quieter room, the response was - again - indifferent. Did you not call reception at the time the noise was there? Later we were shown two different rooms which in no way seemed quieter or better than our existing room and we politely declined to be moved. TV remotes - not working. Kettle top - broken. Marks on the mirror and the panel under the telephone (see pics). The entrance is probably being refurbished and you have to walk down a hot aisle before reaching the main door, where nobody will even open the door for you. The only time they did, was when we were departing, and each and every person said good morning, obviously angling for tips.
On the positive side, the lobby is beautiful, with a lovely rose scent that permeates almost the entire hotel. The pool is relaxing, though small but seems to be the main source of recreation at the hotel. Staff at Taj Bano is attentive and the breakfast and dinner buffet spreads are good. The dinner buffet at about Rs 600 is good value for money.
One last thing - hotel management - since noone ever paid any heed to any of our complaints, though we were traveling with two young kids, and the attitude of the staff was so horribly - indifferent - I really do not want a standard type reply to my post on how 'unfortunate' this incident was. Rather, spruce up your service, change the staff or at least train them, look after basics like muddy water in rooms, go check the black marks in the tired rooms (you could start with room 208), and people may still just come. Do not think that the Taj Mahal gives you a captive audience, because there is a lot of competition just down the road - Trident, Radisson Blu, Amarvilas - where we wish we had actually stayed.

Room Tip: Pool facing, ask for Mughal Chamber with a 'dewan' (floor seat/bed)
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  • Stayed: July 2014, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
4  Thank rashig
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Additional Information about ITC Mughal, Agra

Address: Taj Ganj, Agra 282001, India
Phone Number:
Location: India > Uttar Pradesh > Agra District > Agra
Amenities:
Business Center with Internet Access Fitness Center with Gym / Workout Room Free Parking Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#4 Business Hotel in Agra
#4 Family Hotel in Agra
#6 Romantic Hotel in Agra
#11 Luxury Hotel in Agra
#12 Spa Hotel in Agra
Price Range: $121 - $275 (Based on Average Rates for a Standard Room)
Hotel Class:5 star — ITC Mughal, Agra 5*
Number of rooms: 233
Reservation Options:
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Also Known As:
Itc Mughal, Agra Hotel Agra
Itc Mughal Hotel Agra
Sheraton Agra
Agra Itc Mughal Hotel

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