Unfortunately, the check-in experience was quite disappointing and not what one expects from an ITC brand.
There was no proper greeting on arrival. I was standing in the queue for a while and eventually had to ask the staff to assist me, as they seemed more focused on their own tasks rather than attending to waiting guests. Queue management was poor, with people moving ahead without any clear order or guidance from the front desk.
Despite providing my ID, I was repeatedly asked questions about whose name the reservation was under, which made the process unnecessarily slow and unprofessional.
After checking in, I ordered in-room dining, but the bill did not reflect the promised 20% discount, which added to the overall frustration.
In terms of the property itself, while there is a newer building, we were allocated a room in the older building. The elevators there are extremely small—barely accommodating three people with luggage. This was quite surprising and disappointing for an upper-class ITC hotel.
Overall, the experience fell well short of ITC’s usual standards in terms of service, efficiency, and attention to guests. I hope management takes this feedback seriously and improves front-desk operations, billing accuracy, and room allocation for future guests.
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