After my disappointing experience at ITC Maratha Mumbai, I decided to try another ITC property in the city — ITC Grand Central, Mumbai, located in Parel. I booked a Towers Room with Executive Club Lounge access for 1 night, again using my ITC Green Points.
As this was my second stay in an ITC hotel in Mumbai, I was curious to see how this property compared to ITC Maratha and whether ITC Grand Central could deliver the true 5-star luxury hotel experience in Mumbai.
Location and First Impressions
Unlike ITC Maratha, which is located right next to Mumbai Airport Terminal 2, ITC Grand Central is in the heart of Parel, one of Mumbai’s bustling business and residential districts.
The property itself looks more modest compared to ITC Maratha. The architecture and interiors give off a simpler vibe, and while it does have its charm, it doesn’t immediately strike you as a grand luxury collection hotel.
Towers Room Experience
I had booked the Towers Room, which is one of the higher-category rooms that comes with access to the Executive Club Lounge located on 28th floor with amazing views of the skyline.
The room was clean, comfortable, and decently maintained, but it felt quite ordinary for a property that carries the ITC luxury branding. There was nothing particularly unique or standout about the room interiors — more functional than luxurious.
Executive Club Lounge Access Confusion
Before booking, I had clarified the lounge access policy for kids since I had faced issues during my stay at ITC Maratha. The staff informed me that kids were not allowed in the lounge, but somehow, during my conversation, either I misunderstood or the staff did not clearly explain the arrangement.
What I missed out was that the Executive Lounge is actually located on the top floor of the hotel and can be accessed only by adults. For families, food is instead served on the ground floor café, which is what I ended up getting.
During the evening luxury hours, we went to the café where food was arranged for lounge guests. The spread was okayish — nothing exceptional, but decent enough.
We also wanted to click a few pictures in the Garden Café, which was unfortunately locked. Even after requesting, the staff declined to allow access, which was disappointing.
Dinner & Breakfast Experience
Since the lounge arrangements were not impressive, we decided to step out and have dinner at a nearby restaurant.
The next morning, however, breakfast was a smoother experience compared to ITC Maratha. There were no long waiting times, no confusion, and the service was much better managed. The food was fresh and tasty, though again, not at the level one would expect from a 5-star hotel in Mumbai.
Service & Customer Feedback
Here’s where ITC Grand Central actually managed to make a positive impression.
After my stay, I left a review on Google expressing my disappointment. Unlike ITC Maratha (where my review went ignored), ITC Grand Central’s team responded within a day. I even received a call from the property where they:
- Apologised for the confusion and disappointment.
- Acknowledged what went wrong.
- Offered me a complimentary dinner if I chose to stay with them again.
- During this conversation, I also got clarity that the Executive Lounge is on the top floor and the café arrangement was only for families with kids.
This proactive customer service was definitely better than ITC Maratha, showing that ITC Grand Central at least values guest feedback.
Final Verdict: Average Stay, Better Service Than ITC Maratha
Overall, while ITC Grand Central Mumbai offered slightly better service compared to ITC Maratha, the property itself feels outdated and does not really provide the world-class 5-star hotel experience in Mumbai that travelers might expect.
Rooms: Comfortable but ordinary.
Executive Lounge: Miscommunication, limited experience.
Food: Decent but not exceptional.
Service: Good follow-up and genuine apology, better than ITC Maratha.
However, compared to other loyalty programs like Marriott Bonvoy or Accor ALL, ITC’s loyalty program (Club ITC) feels lacking in terms of special perks, elite recognition, and overall benefits.
For me, both my ITC stays in Mumbai (ITC Maratha & ITC Grand Central) were below average, and I wouldn’t plan another stay.
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