The Leela Ambience Gurugram Hotel & Residences

I woulk like to focus my review on the restaurant team. Highly professional, kind and always with a smile ready to serve you! Made my stay more pleasant. Congratulations to all the team, particulalry Kaushik and Sagar!

We have been visiting Leela Gurugram for over a decade and always appreciated the exceptional hospitality that once set the property apart. Unfortunately, during our recent visits, the overall experience has noticeably declined. The front office staff avoids eye contact and rarely greets guests even when walking right past clients in the lobby. Basic requests, such as assistance with internet access, are met with vague responses like “we will get back to you,” with no follow-up, no timeframe, and no offer to take a contact number in case we are not in the room. Long-standing conveniences, such as storing bags for frequent guests, have suddenly become an issue. Instead of the warm, seamless service we were accustomed to, the interactions now feel rigid and policy-driven. The spa experience was especially disappointing. The staff appeared visibly unhappy, which was reflected in the quality of the service. We were also told we could not sit in the waiting area “to avoid interaction with other guests,” yet while waiting in a cramped side room, I overheard the manager speaking harshly to an employee. There is an unsettling tension and fear in the spa section, something completely contrary to the environment a luxury property should provide. Additionally, the staff member I preferred and had become comfortable with was made unavailable without any prior notice, and only when I inquired was I told of the change. All of this is particularly concerning given that room rates and service charges continue to increase significantly year after year, while the level of hospitality, warmth, and personalized service, once the hallmark of Leela has been steadily declining. The frequent justification of “policy has changed now” does not reflect the guest-centric service one expects from a luxury hotel of this caliber. We truly value our relationship with The Leela, which is why we want to bring this feedback to your attention in the hope that it contributes to positive improvements. We do plan to try the property again, and we sincerely hope to see the warmth and hospitality that initially made The Leela our preferred choice.

Great hotel with amazing services. The buffet in the morning is great and the rooms are very nice. Enjoyed the spa facilities as well.

Great experience overall for my birthday. Chef Ali was our chef and the food was great. Pranjal, Depanshu and gaurav were our service staff and took care of the celebration.

Excellent hotel. Amazing gym, huge and delicious breakfast buffet. Extremely friendly and helpful staff. Thank you Sunita fo your service and driving us. We will be back next time we are in Delhi.