The Leela Palace New Delhi is a splendid and beautifully appointed hotel. The room was excellent, the public areas are impressive, and the facilities—including the wonderful spa and rooftop pool—make it a very enjoyable place to stay. I also particularly enjoyed the bar at the Italian restaurant and the bar on the lobby level, with perfect lighting and music.
The team members were exceptionally warm, friendly and always greeted us with a genuine smile. She Manager at the breakfast venue especially was very friendly and charming. However, the service was not always as effective as the quality of the hotel itself.
Some challenging points entered around supervision and listening, engaging with guests.
Among the hotels we visited during this trip—such as the Mandarin Oriental Bangkok and Rosewood Beijing—the Leela Palace was perhaps the most beautiful property, but also the one with the most service issues.
That said, they would certainly not prevent us from returning, particularly because the employees were so genuinely kind, welcoming and eager to help. A great hotel!
Overall, a truly lovely hotel with an excellent product and enormous potential to deliver an outstanding experience once the service becomes more consistent.
Response from the property
Thank you for taking the time to share such a thoughtful and detailed review of your stay at The Leela Palace New Delhi.
We are truly delighted to know that you found our palace beautiful and enjoyed the comfort of your room, our public spaces, the spa, rooftop pool, and the ambience of our bars. It is especially heartening to learn that the warmth and genuine hospitality of our team members left a lasting impression on you. Your kind words about our breakfast venue manager have been shared with her, and they will undoubtedly serve as a great source of encouragement.
At the same time, we sincerely appreciate your candid observations regarding the consistency of our service. While we are pleased that the genuine care and friendliness of our associates shone through, we regret that the overall execution did not consistently reflect the standards expected of a hotel of our stature. Your comments regarding supervision, attentive listening, and guest engagement have been carefully noted and shared with our leadership team for immediate review and focused improvement.
We are honoured that, despite these shortcomings, you would consider staying with us again. Your comparison with some of the world's finest luxury hotels is both humbling and invaluable, and it motivates us to continue refining our service so that it matches the beauty of our property and the dedication of our people.
Thank you once again for your generous appreciation and your constructive feedback. We look forward to welcoming you back to The Leela Palace New Delhi and providing you with the seamless and exceptional experience you rightly expect and deserve.
Warm regards,
Preeti Makhija,
General Manager
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