The Hotel is nothing short of sensational - given the reputation of the Hotel we had high expectations but this was easily surpassed by the all round brilliance of the Hotel. From cleanliness to staff friendliness to the overall beauty of the Hotel everything was sensational. The Hotel has several restaurants and is situated at the centre of Mumbai which allows for easy travel throughout the city. I had a city view room which had a breathtaking view of the Mumbai skyline. However the overall star of this Hotel are the staff - I am a regular traveller and have stayed at some of the best Hotels worldwide but nothing beats this Hotel in terms of service and attention to detail from the staff. The concierge desk in particular offered the best service and all staff in that department would handle any request with utmost diligence - a particular shoutout to Sandeep, Siddhesh, Subhod & Pralhad all at the concierge desk for making our stay so wonderful. We will be back!

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First of all, special thanks to staff members Mahima for check-in, Subodh for concierge services, Abhishek, Ravi, and Amrita for the pool/spa area for making our stay comfortable. The hotel is centrally located in Mumbai and was an excellent option for a weekend getaway for us. The breakfast buffet spread is amazing, with a good variety of local cuisine, and the hotel follows a strict clean environment policy. Hygiene was top priority. The room allocated on the 20th floor was comfortable, and the indoor pool is the best element in the hotel!

Lounge area staff capacity can be improved.

This has been a truly exceptional stay in the ITC Grand Central. I need to think for long to remember a hotel which matched the level of service, that I enjoyed. From front office during check-in through the service team in the restaurants to the room service and concierge - first class. The quality and wide range of choice of the breakfast buffet is a guarantee for a good start into your day. For the evening hours I enjoyed a beer in the Dublin, an homage to a UK-style pub. And - if I may add that - the quality of the beds and bed linen is special and means to sleep like in n Abraham's Bosom :) Thanks for your service !

The hotel is very nice. My room was big, and also the bathroom was very nice. The location is good, and kind of in the middle of the city, close to the attractions of Mumbai. There is a bus running from the airport, with a stop close to the hotel. The hotel is located on a quiet road, and within a couple of minutes, you can find yourself in the "real Mumbai." The breakfast is very good. Lots of options, both Indian and more western, and I tried to sample from many options.. The hotel staff is very nice and helpful.

The design of the room is a big outdated, but I still loved the hotel and would come back.

hotel ambiance, location is good.

unfortunately breakfast salon is oppresive, crammed because the area is such small to accomodate guests. the options are narrower than expected even underrated compared to other hotels at par. truly dissappointing, I thought they would have done some improvements since last time I stayed. check the cheese platter please! I would have loved to get my black tea in a pot, not served in a small cup arranged by the staff as per his liking of brew. also the kebabs restaurant is too costly given the quality and portions. the entry coffee shop: please alittle hurry up ,business people do not have such time to wait till you notice them. and remove whatever you do not serve from the menu, we decide what to have and you say not available.

Everything from the hospitality, the property, the food, the ambiance, the rooms, the restaurants, the spa, the lounge. I am at shortage of words to express what I felt. The Duty Manager Abhishek Gupta took really good care of us. Made sure we were comfortable & everything we needed was taken care of. Sarah Baig in sales even at such a young age was very knowledgeable & informative about the entire property. Made us realise that we had made a mistake for not choosing ITC as a property for the wedding. Excellent guys keep it up.

Nothing.

Very nice hotel with friendly & helpful staff. The room was huge and had an excellent view. The hotel was easy to grab an uber and get to see the main sights but also very close to some great bars and restaurants.

It was fairly costly stay and seemed pricey considering. Very small detail but the lighting in the room was confusing. One switch had to be on to turn on all lights, if it was off you were not able to turn any lights on. Which meant you had to walk back into that room, switch it on and then go back to where you wanted to turn the light on. Not had this before!

Hi I have always faced big challenge in having real taste of Indian Tea , they have not been able to serve good Tea at the hotel during Breakfast , even Masala Tea does not meet the standard , you really need to improve and bring a professional India Tea maker , the one which we get Karak Tea on the entire Indian streets . Breakfast have alaways been the same and no changes for years , you need to add more variety of English breakfast options.

The staff in general were very friendly and helpful. The breakfast had a good spread of options. The rooms were clean and well equipped and the bed very comfortable. I was a female solo traveller and was offered a room on the Eva floor (26). This is a women’s only floor (where no male guests are allowed and any male staff who make it to this floor need to be chaperoned). Whilst I hadn’t chosen the hotel for this reason I liked this option, which other female travellers may feel more comfortable with. The pool was very nice as was the spa and salon. On location this worked well for me in the middle area of Mumbai (between the south where there are a number of tourist sites and the airport).

The area around the hotel is quite busy /with a lot of traffic and not much to sightsee. Not particularly an issue if you are getting around Mumbai by taxi/Ubers.

Let’s start with the fact that we are staying here for the past 17 days straight (some through booking and some direct) and are looking to extend for a day or two more and have not got a very positive response/solution from the reception team today so I have left the hotel in a bad mood and stress today. Now First of all the positives: for us it has been the people. Manoj at the reception has been beyond EXCELLENT! We checked in as we had a family emergency with just day and night long hospital visits and were in extreme stress. He not only made sure we had the best in terms of hotel facilities but also ensured we had nothing to worry about from the hotel booking perspective. Our trust in him is unshaken and we as a family thank him from the bottom of our hearts! Shubham and Sarvesh, we had only one dealing with but again, they put us at ease and were so amazing at easing out our stress. So Thank you! The Hornbys team has gone above and beyond for us. Fabian and his team like Hemant and Urfan always took good care of our needs and probably know our food habits by heart 😊 The hotel facilities are good too, although I couldn’t use much of it personally.

The negative for us: the people! I know it is ironic but in a same hotel, some employees can be so emphatic and some not understanding the situation at all is beyond me. Perhaps it has nothing to do with the training but about the person. Not so much understanding/empathy from Bhavna, Shabana and Mahesh/Manish (not sure of the name) Here is to hoping people like Manoj are promoted and can teach a thing or two to people about Customer Service and empathy.