ITC Sonar, a Luxury Collection Hotel, Kolkata♡

Guest review

10.0

The staff members were all really polite and helpful. The facilities were amazing, and overall we enjoyed our stay here.

Disappointing

4.0

− I stayed at ITC Sonar, Kolkata, in Room 3104 from 30 June to 4 July and would like to bring to your attention several service lapses that significantly detracted from what should have been a premium five-star hospitality experience. 1. Miscommunication regarding room upgrade At check-in, the receptionist informed me that I had been upgraded to a suite category. However, upon entering the room, I found that it was the same category as originally booked. If there was no actual upgrade, this should not have been communicated as one. 2. Mishandling of a delivered parcel On 3 July, I was expecting a parcel and, before leaving the hotel in the morning, gave explicit instructions to both the reception and bell desk to place it in my room upon delivery. These instructions were reiterated when the hotel porter called to confirm that the parcel had arrived. Despite this, the parcel was neither placed in my room nor was I informed that it was being held at the bell desk. As a result, at approximately 11:15 p.m., I had to personally go down to the reception to locate and collect it. 3. Confusion regarding billing and checkout On 3 July at around 10:30 p.m., I requested the reception to prepare my bill as I was scheduled to depart early the next morning. The bill was prepared and I was informed that the deposit amount had been released. On 4 July, I simply requested a printed copy of the bill, only to be told that I had not been checked out because the previous night’s billing had not been collected. This resulted in unnecessary confusion and inconvenience, and I was asked to make another payment despite the deposit already held by the hotel being substantially higher than the final bill amount. In addition to the above incidents, I found the overall demeanor of much of the reception and restaurant staff disappointing. There was a noticeable absence of warmth, smiles, greetings, or basic courtesies that one would normally expect at a luxury hotel.

Guest review

9.0

Breakfast was great

Lovely Experience at ITC sonar

10.0

I am always happy to be with ITC Sonar. Jamil, mahawish and Sujoy are awesome

Amazing experience

10.0

Amazing experience. Love the time in hospitality at the hotel

Quality is falling day by day

5.0

Have stayed there many times its beautiful

− I was shocked when I reached there ,I was told my reservation have been canceled by booking.com .I should call them and find out why? In booking.com website my booking was active and visible. But the hotel kept refusing. I have stayed there so many times member of ITC nothing mattered. I called booking.com .they were equally shocked. They said booking is active. They started calling the messaging the hotel.staff was least bothered. Finally I had to scream to get attention. Then I got the room within 5 minutes. I assume thats how street hotels work. Booking.com staff was very supportive Itc staff was not on this topic.finally someone with a little higher authority came in apologized and informed their system is goofed up since morning lots of complications. So why they couldn't accept earlier and accept the booking showing on booking.com I dont know. This time I was also shocked by the quality of food having fallen so much.food was over localized.not a great thing for a 5 star of this caliber.