We recently stayed at ITC Mughal in Agra for 2 nights with our large family—14 members including infants, children, and elderly. While the property itself has a good reputation and the service was decent by local standards, our overall experience had several shortcomings that need attention, especially for a hotel positioned as a 5-star.
Mini Bar Setup: Out of 5 rooms, only 2 had functional mini bars, yet we were charged for 3. This was disappointing and should not happen in a premium hotel.
Room Essentials: Despite knowing that each room housed more than 2 people (including children), the housekeeping staff didn’t proactively provide extra towels or toilet paper. We had to keep requesting these items repeatedly.
Playroom Condition: The play area was in poor condition—most toys were dirty, and the entire space was not maintained at all. For families with children, this was a major letdown.
Room Keys: Each room was given only one key card, which caused inconvenience for couples and families coming and going at different times. Providing two keys per room is a basic expectation and should be standard.
To their credit, the staff were polite and tried their best within limitations, and we appreciate that. However, ITC Mughal needs significant improvements in operations and attention to guest needs to truly offer a luxury experience. Guests are willing to pay for quality—but only when service standards match expectations.
