ITC Grand Goa, a Luxury Collection Resort & Spa, Goa

we choose ITC grand for its big lush green property , beautiful and clean beach at the property , big slide pool and kid friendly pool , great food and very helpful staff . One of the best property in south Goa

Family • India • Sep 2026

Beautiful location but the hospitality was lacking, leading to a disappointing stay.

The hospitality does not meet the standards of a 5-star category.

’ Extremely disappointing service - a hotel living on its past reputationWe visited ITC Grand Hyatt for a birthday dinner to celebrate my daughter’s birthday, and unfortunately, the overall experience was extremely poor from start to finish.We arrived around 7:00 PM and the restaurant was practically empty, yet we had to wait nearly 25 minutes just to be seated. During that time, there was no one attending to us, no water, no proactive communication, and no one seemed particularly interested in helping.Once we were seated, the service did not improve. There appeared to be only two service staff attending to a very large dining area, and getting anyone’s attention was a challenge.The most bizarre part was when we requested a simple cake and candle for my daughter’s birthday. We were told that a candle could not be placed on the cake because there was a fire alarm in the restaurant. This explanation was particularly difficult to understand given that the restaurant has a live kitchen with high-heat cooking and pans being used right in front of guests. When I asked about the fire alarm and looked around, the explanation simply did not make sense.Even a basic birthday celebration for a child seemed to be an inconvenience.The guest washroom was another disappointment. It was poorly maintained, had an unpleasant smell, and appeared to also be used by staff. To make matters worse, while I was entering the washroom, a member of the staff physically pushed past me to enter the washroom. That is simply not the level of hospitality one expects from a premium hotel.Eventually, we decided that there was no point continuing with dinner and told the staff that we were leaving. Only then did someone come over and ask us to wait while they checked with management to see if something could be done. By that point, however, the experience had already been so poor that we had completely lost the appetite and willingness to stay.What disappointed me most was not one isolated incident. It was the complete lack of ownership and basic hospitality throughout the experience.This is a large, premium property that seems to be relying heavily on the reputation and brand equity it built in the past. Unfortunately, the service experience today does not reflect that reputation.The charm may still be there, but the service standards clearly aren’t.I would not recommend visiting this property based on my experience. People may continue to come because of the ITC brand and what it represented historically, but the service quality we experienced was nowhere close to what one would expect from a premium luxury hotel.

We went to ITC Grand Hyatt for my daughter's birthday dinner, but sadly, the whole experience was very disappointing from beginning to end. We arrived around 7 PM when the restaurant was almost empty, yet we waited about 25 minutes to be seated with no one attending to us or offering water, and no clear communication or interest in helping. Once seated, service remained poor with only two staff managing a large area, making it hard to get attention. The strangest part was when we asked for a cake and candle for my daughter; we were told no candle could be placed due to a fire alarm, which was confusing since the restaurant has an open kitchen with high-heat cooking right in front of guests. The explanation didn’t add up. Even a simple birthday celebration felt like a hassle. The guest washroom was also disappointing—poorly kept, smelly, and apparently shared with staff. A staff member even pushed past me to enter while I was going in, which is not what you'd expect at a premium hotel. We eventually decided to leave and told staff, and only then did someone ask us to wait while they checked with management. By then, we had lost all appetite and desire to stay. What upset me most was not just one issue but the total lack of responsibility and basic hospitality throughout. This large, upscale hotel seems to rely too much on its past reputation, but the service today does not match that. The charm might remain, but the service standards clearly do not. Based on my experience, I cannot recommend this place. People might still come because of the ITC brand's history, but the service quality we saw was far from what you'd expect from a luxury hotel.