ITC Grand Central, a Luxury Collection Hotel, Mumbai

Great stay, the staff was very helpful and accommodating to our requests. Food was great, drinks were exceptional at K&K. Breakfast had a lot of variety and was quite filling. Would highly recommend.

Couple • India • Mar 2026

I am writing this review from the hotel during my stay, which should give you a clear sense of how deeply disappointed I am with my experience here.My wife and I are visiting India to spend time with family and friends and have been staying at this property from February 24’28, 2026. For context, we are both Gold members with Marriott Bonvoy and have stayed at some of the finest Marriott properties around the world. Unfortunately, we have never encountered an experience like this.Throughout our stay, we repeatedly felt singled out and judged based on our appearance. Every single time we entered the hotel, at least one staff member asked whether we were staying at the property. When I raised this concern with the staff, I was told it was for security reasons. What I find troubling, however, is that this ’security protocol’ did not appear to apply to the guests ahead of us or behind us in line. It is difficult to understand how a policy can be enforced so selectively’and consistently’toward the same individuals.Having lived in India for a significant period of time, I am aware that people are sometimes judged by their appearance, skin color, or perceived language skills. It is disappointing to see such behavior persist in this day and age’especially in a cosmopolitan city like Mumbai and at a Marriott property, where one expects professionalism, inclusivity, and respect.To address the issue, we were offered complimentary items, which felt like a superficial attempt to resolve a deeper concern. I would have preferred that the hotel invest those resources in properly training staff to treat all guests with courtesy and without bias, rather than making assumptions based on appearance.Overall, this experience has been disheartening and far below the standards we have come to expect.

Had an amazing stay at ITC Grand Central! The hospitality was truly exceptional. A special thanks to Ms. Shagufta for her warm welcome and outstanding service. She made sure everything was perfect and went above and beyond to make our experience comfortable. Highly recommended!

The staff is what made me give this hotel a 5* rating. There were a number of staff here from the housekeeping team, concierge, lounge staff, doormen/security. They are all very friendly and accommodating which made the stay even better. The only name I remember is of a bellboy Prathamesh - he was helpful and kind.I had 2 bookings over 5 days with a gap in the middle as I wasn’t in Mumbai. My first room was a modern renovated room which was really nice, one of the best lit hotel rooms so my wife was happy. The second half of our stay when we returned we were put into an old style room - this was not a vibe.I didn’t expect there to be different rooms and we were tired so I didn’t complain. I would check what style of room you’re going to be put in when you return - well worth knowing

Just had lunch at Dakshin restaurant in ITC Grand Central Mumbai. What an outstanding culinary experience! Awesome dishes and mouth watering taste. All credit goes to the Chef Mr Prakash who made this whole experience so great. Love to always come back again and again.