Central Heritage Resort & Spa Formerly Fortune ITC Resort

I recently stayed at Hotel Central Heritage ( new hotel ) in Darjeeling and was thoroughly disappointed. The property is unclean and poorly maintained, with smelly rooms, dirty washrooms, and unhygienic wardrobes. To make matters worse, there’s sewage water near the hotel premises, which is both unpleasant and unacceptable. The staff, especially at the reception, are rude and clueless, lacking basic hospitality skills. The reservation team is not based in Darjeeling, and their response time is frustratingly slow. The team is rigid with policies, with no flexibility or decision-making capability. Though this hotel was once under ITC, the new management is far from professional. It seems, The website photos are heavily edited and do not reflect the actual condition of the hotel. During rainfall, water started seeping into our room, which was shocking. Additionally, the prices on their website are inflated, making it a terrible value for money. In contrast, Summit Hotel nearby offers a far better experience, with friendly staff and a welcoming atmosphere, even during breakfast. We had breakfast in Sumeet and understood with the same price we could stay here. I strongly advise against booking Hotel Central Heritage new hotel unit. It was one of the worst hotel stays I’ve experienced, and I would never recommend it to anyone. It’s worth for only 1500 room price. Big no for 3000 to 7000 range from my side. Rating: 1 out of 5

We had a wonderful stay at ITC Mughal Agra, the Peshawari food was wonderful and the ambience of the hotel reminds us of the Mughal period. The front desk staff is so sweet Aliza and Pranika at the front desk took our checkout, whereas muskan was helpful too. Prahlad from the Maikhana lounge was very helpful.

Very noises and disturbing all around the rooms at night by other guest and occupants, unable to sleep sound, heavy noise and sound. I had called reception around 1.30 night to look after the issues and maintain the decipline. Room, cleanliness is also not good

Leaky Ceilings, Mouldy Rooms & Indifferent Staff – A Nightmare Stay We had booked a 2-night stay but checked out after just one — and that felt like a mercy escape. Our so-called “suite” had water dripping from the ceiling, creating a lovely puddle right in the middle of the room. The air reeked of dampness and mould, and the walls felt as if they hadn’t dried in years. The sofas were stained, dusty, and looked like they hadn’t been cleaned since the hotel opened. The bathroom was a horror show — spider webs, dirty tiles, and zero upkeep. Even the towels were visibly used and smelled musty. When we raised our concerns, the staff responded with complete indifference. Room service was equally useless — slow and careless. It’s like they were doing us a favor by even acknowledging our presence. Despite multiple complaints, there was no attempt at damage control. No apologies, no room change, no service recovery. Clearly, guest comfort is not on their list of priorities. If you value your time, money, and sanity — stay far away from this hotel. This isn’t hospitality; it’s neglect wrapped in damp walls.

Excellent support and praiseworthy service of the hotel staffs..Special mention about Front Desk manager Sree and Adarsh Rai, who have helped a lot in recovering my wife’s lost sweater. The location is very convenient and would love to visit again soon for a nice experience.Would also recommend it to future travellers..A must lookout property.

Please find below my worst experience at this hotel. I stayed in the new wing which is not in the existing hotel but on the other side of the road. The staff here is highly untrained and have no sense of hospitality. 1. When asked for mineral water, I was given regular water by the staff and they billed me for mineral water. 2. Asked for butter roti plain roti was provided. 3. Wifi was not working in the new wing. 4. Intercom was not working since the wire got cut during drain cleaning, but no information was provided at the reception. 5. Bed room had 2 pillars in the middle of the room which was blocking the view of TV. Pls check picture uploaded. 6. Old furniture is used in new wing. cheap quality mattress was used and quilt had molds. Mattress was rick hard and quilt was torn from the middle. 7. There was no reception or person available in the new wing when intercom was not working so I had to go to the main hotels reception across the street to ask why it's not working. 8. No medicine, medical help is available in and near the hotel. For basic medicine I had to visit the nearby hospital. 9. Room was lacking basic ventilation with no fan for air circulation. So it's my suggestion to avoid staying in this hotel.