India’s Finest Hoteliers on Crafting Experiences

They’re the gatekeepers of wanderlust, the dream-weavers behind infinity pools, pillow menus and once-in-a-lifetime sunsets. But what really goes on in the minds of India’s top hoteliers? We asked them everything- from how to charm the ever-evolving next-gen traveller to whether wellness is the new luxury, and even their guilty pleasures when checking into someone else’s lobby. Their answers move between boardroom strategy and barefoot beach memories, revealing that hospitality is as much about heart as it is about high-thread-count sheets. 

Mr. Anuraag Bhatnagar, CEO, The Leela Palaces, Hotels and Resorts 

In the ever-evolving landscape of luxury travel, where expectations shift as quickly as trends, Mr. Anuraag Bhatnagar, Chief Executive Officer of The Leela Palaces, Hotels and Resorts, has carved a distinct philosophy that true indulgence is no longer about excess, but about meaning. “The next generation of luxury travellers isn’t chasing abundance,” he says. “They’re seeking sanctuary, individuality and purpose.” 

This vision comes alive in The Leela’s hyper-personalised approach, where experiences are attuned to every nuance of a guest’s desire. At Udaipur, private electric boat transfers glide across Lake Pichola before delivering a floating breakfast at ARQ, while ultra-luxury villas and the signature butler service across the portfolio elevate privacy into an art form. “Privacy has become the ultimate currency,” Bhatnagar notes, “… and our role is to make it seamless. Service needs to be invisible yet omnipresent.” 

Yet luxury at The Leela isn’t only about indulgence; it is increasingly about responsibility. The group’s innovative initiatives- from an electric boat fleet in Udaipur to Leela Ke Phool, which transforms floral waste into incense infused with the brand’s signature fragrance, demonstrate that sustainability and mindfulness can coexist with grandeur. Cultural immersion completes this holistic picture, with experiences ranging from artisan-led workshops in Jaipur to chef’s table pop-ups at Raen Studio in Hyderabad. For Bhatnagar, staying ahead of the curve is about anticipating what guests will value tomorrow and weaving it seamlessly into the brand’s DNA. 

As wellness tourism emerges as one of the fastest-growing segments of global travel, The Leela has made it central to its identity. Under Bhatnagar’s leadership, Aujasya by The Leela was introduced as a philosophy that marries ancient Indian wisdom with modern science. Wellness here isn’t confined to the spa, it permeates menus, curated pillow selections, emotional well-being sessions, and seasonal movement workshops. “True wellness is both restorative and inspiring,” he explains. “It’s about leaving with renewed energy, resilience, and joy.” Complementing this is Tishya by The Leela, a signature bath and body collection inspired by India’s flora, crafted with sustainability in mind and offering guests a sensorial journey rooted in place. 

Of course, Bhatnagar balances this vision with a personal appreciation for the simple joys of travel. His guilty pleasure? A leisurely breakfast in bed, warm pastries at arm’s reach, or the quiet exploration of a whisky collection- proof that even for the industry’s leaders, the art of indulgence lies in unhurried moments. 

Risk-taking has also shaped his journey. In 2023, Bhatnagar transformed an overlooked corner of The Leela Palace Bengaluru into ZLB 23, a Kyoto-inspired speakeasy that reimagined the hotel bar as an immersive narrative. Hidden behind a secret door, the venue became an instant sensation, crowned India’s Best Bar and the only Indian entry on Asia’s 50 Best Bars list in both 2024 and 2025. “It was a case study in how originality, design-led thinking, and cultural nuance can deliver value,” he reflects. 

If there is one strand that defines Bhatnagar’s ethos, it is anchoring experiences in place. The Leela Ceremonial Rituals, performed at sunset across properties, celebrate India’s living heritage, whether it is the grace of ghoomar dancers in Jaipur, the vibrancy of Yakshagana theatre in Bengaluru, or the timeless power of Kathakali in Kerala. “These aren’t spectacles to be observed from a distance,” he says. “They are immersions, designed to make guests feel the spirit of a place.” 

Looking ahead, Bhatnagar embraces a paradox of modern travel: the coexistence of ultra-connected and digital-detox stays. “Some guests want to stream a board meeting on a houseboat in Kerala, while others long for device-free sunsets. True luxury is the freedom to choose your own bandwidth.” 

And when asked about his most cherished memory, he doesn’t reference a palace or a five-star suite, but a quiet courtyard in Seville. “It was a late summer evening with my family, the scent of orange blossoms in the air, and a guitar strumming in the distance. No emails, no schedules- just time. That’s the rarest luxury of all.” 

In a world where luxury often risks feeling interchangeable, Mr. Anuraag Bhatnagar’s vision for The Leela ensures it remains personal, purposeful, and profoundly rooted in experience. 

Mr. Kapil Chopra, Founder and CEO, The Postcard Hotel 

When Kapil Chopra launched The Postcard Hotel, it was more than just another hospitality venture, it was a quiet rebellion against everything that had become formulaic about luxury travel. In an industry where legacy giants dictate rules and guests adjust themselves to fixed check-ins, rigid buffet hours, and templated experiences, Chopra asked a radical question- what if a hotel adapted entirely to the guest? 

For him, the next-generation luxury traveller isn’t dazzled by chandeliers or cookie-cutter “experiences.” They crave freedom. Freedom from rules, freedom from clocks, freedom to design their own rhythm of rest and discovery. That’s why at The Postcard Hotel there is no 2:00 PM check-in, no 12 noon checkout, no breakfast windows that vanish at 10:30 AM. Guests arrive when they want, sleep as long as they want, and wake up to a freshly cooked breakfast- even at 2:00 PM. “Luxury isn’t about restriction. It’s about comfort, ease, and above all, choice”,  says Chopra. 

But Chopra isn’t stopping at freedom. He believes the next great frontier in hospitality is not “wellness” as the world currently packages it, but longevity. His vision goes beyond massages and scented candles. At The Postcard Velha, he is building an Ayurvedic retreat where wellness is measurable, with guests undergoing health marker tests on arrival and departure to actually see how their bodies have improved. Stays are a minimum of seven nights, long enough to rewire habits and reset the body. He explains, “Wellness shouldn’t just feel good, it should do good.” 

This boldness has always defined Chopra’s journey. After all, launching a boutique luxury brand in a market dominated by century-old giants was a risk few would dare. Yet today, The Postcard Hotel sits atop Booking.com’s global rankings with a stellar 9.6 score, fueled entirely by verified guest reviews. Recognition has poured in too: ‘World’s Leading Emerging Boutique Hotel Brand’ at the World Travel Awards in Madeira, Portugal, and multiple wins at the Condé Nast Traveller Readers’ Awards 2024. For Chopra, these accolades are more than trophies, they validate his vision of moving from “experiential” hospitality to transformational hospitality. 

And it’s not just lofty philosophy. At The Postcard Durrung Tea Estate, he has turned a stay into something profoundly intimate. Guests don’t just walk through plantations, they pluck tea leaves, process them, add spices of their choice, and take home their own custom blend. Many even subscribe to monthly deliveries of their personally crafted tea. It’s farm-to-cup with a soulful twist- the kind of hyperlocal immersion that Chopra believes connects people to place in ways no hotel chain handbook could replicate. 

Despite his forward-thinking approach, Chopra has his own quiet indulgences when he’s a guest. “Height, light, and space,” he says with a smile, defining his trinity of true luxury. A sunlit bathroom, generous rooms, and a bed dressed in fine linen, those are his guilty pleasures. And perhaps, his own measure of what makes a hotel feel restorative. 

On technology, Chopra is refreshingly balanced. While his hotels offer high-speed internet, they are designed to gently nudge guests towards slowing down. You won’t find clocks on the walls, nor rigid schedules. Lunch can be at 4:00 PM, breakfast at noon, or not at all. “Technology should support your holiday, not dominate it,” he says. “The future of travel is about choosing when to connect and when to switch off.” 

For all his vision and strategy, Chopra’s most cherished travel memories are beautifully simple; watching his children play barefoot on a beach. He recalls a holiday at The Postcard on the Arabian Sea, where the ocean stretched endlessly ahead, the sand was warm underfoot, and time seemed to pause. It is these moments, he says, that remind him why hospitality matters, because travel isn’t about ticking boxes, but about transformation. 

In Kapil Chopra’s world, a hotel stay is more than comfort, more than luxury, even more than wellness.  

Anil Chadha, Managing Director, ITC Hotels Limited 

For Anil Chadha, hospitality has never been just a profession, it’s been a calling. Since beginning his career with ITC Hotels in 1992, he has been immersed in every detail that shapes the luxury experience, from the rhythm of daily operations to the artistry of creating memorable guest journeys. His leadership path has taken him through some of the brand’s most iconic properties across Delhi, Kolkata, Bengaluru, and Chennai, each role honing his instinct for anticipating guest needs and interpreting global trends through an Indian lens. 

When he was appointed Divisional Chief Executive in 2021, Chadha stepped into a transformative moment for the brand. Under his stewardship, ITC Hotels embraced a philosophy where sustainability, innovation, and Indian luxury were not just values but defining pillars. “Luxury transcends price,” he says. “It lies in the seamless blend of thoughtful design, impeccable quality, and a deep sense of purpose.” His vision has ensured ITC Hotels’ growth while cementing its reputation as a global leader in responsible hospitality. 

Beyond the boardroom, Chadha is a strong voice for the industry. He serves as a key member of the Hotel Association of India and the CII National Committee on Tourism and Hospitality, contributing actively to shaping the future of travel in India. His accolades- from Food & Beverage Manager of the Year to multiple Hotelier of the Year honors reflect both peer recognition and industry-wide respect. 

Today, as Managing Director, Chadha continues to balance legacy with innovation. Whether it’s pioneering green practices, elevating culinary excellence, or redefining world-class service, his leadership underscores a simple belief: hospitality is about more than running hotels; it’s about crafting experiences that stay with guests long after check-out. 

Puneet Chhatwal, Managing Director & CEO, IHCL 

When Puneet Chhatwal took charge of The Indian Hotels Company Limited (IHCL) in 2017, he stepped into the role at a moment when Indian hospitality was poised for reinvention. With India’s economic rise reshaping consumer aspirations and luxury demand at an all-time high, Chhatwal has led IHCL on an ambitious journey of re-imagination, one that blends heritage with forward-looking innovation, sustainability, and profitable growth. 

A global hospitality professional with nearly four decades of experience across Europe and North America, Chhatwal has honed his leadership at some of the world’s most respected hotel groups. Before joining IHCL, he was CEO and a member of the Executive Board of Steigenberger Hotels AG – Deutsche Hospitality in Germany, and earlier, the Chief Development Officer of The Rezidor Hotel Group – Carlson Hotels Worldwide. His career reflects a rare ability to straddle both strategy and execution across continents, cultures, and customer expectations. 

Chhatwal’s academic foundation is as international as his career trajectory. A graduate of Delhi University and the Institute of Hotel Management, Delhi, he went on to pursue an MBA in Hospitality from ESSEC, Paris, and later completed the Advanced Management Program at INSEAD. His professional journey has been punctuated with awards and recognition, including becoming the first alumnus to be inducted into the prestigious ESSEC-IMHI Hall of Honor in 2014. 

Beyond corporate leadership, Chhatwal plays a pivotal role in shaping the Indian hospitality narrative as Chairman of the CII National Committee of Tourism and Hospitality and President of the Hotel Association of India. At his core, he is both custodian and innovator, steering IHCL to not only honor its iconic Taj legacy but also to redefine luxury hospitality for a new generation of global travelers. 

 Jaisal Singh, Founder, Relais & Chateaux SUJÁN 

For Jaisal Singh, hospitality has never been about following trends, it’s about writing a story that is as much about people and place as it is about pillow menus and perfect sundowners. At just 20 years old, when most were still deciding what to do with their lives, Singh built SUJÁN Sher Bagh in Ranthambhore. The idea of pairing conservation with luxury seemed almost contradictory at the time. Who would pay for the privilege of camping in the wild? Yet Singh’s conviction was clear: luxury could be the very means to sustain conservation. Two decades later, that leap of faith has grown into a model that not only thrives across India but also inspires hoteliers around the globe. 

Singh believes that the true heartbeat of next-gen luxury lies not in opulence for its own sake, but in meaning. “Travellers today are looking for experiences that are immersive, purposeful, and authentic,” he explains. “They want to connect with nature, with culture, and often with themselves.” At SUJÁN, this translates into safaris led by guides whose families have lived by the forest for generations, community visits that reveal the pulse of rural Rajasthan, and the knowledge that every stay contributes directly to conservation. The exclusivity is not in velvet ropes or champagne towers, it’s in being part of something real, rare, and rooted. 

This philosophy also informs Singh’s vision of wellness. While the global hospitality industry races to add yoga retreats and spa menus, Singh takes a broader, almost spiritual view. “For us, wellness is in the wild,” he says. “It’s in the air you breathe, the sounds you hear, the food you eat, and the ethos you support. It’s about finding peace, stillness, and connection.” Guests at SUJÁN don’t just leave with a rested body, they leave with a nourished soul and the sense that their presence has made a difference to the land they visited. 

Of course, Singh isn’t immune to the pleasures of being on the other side of the check-in desk. His guilty indulgence? “Anything personalised- my initials embroidered, or a bar stocked with my favourite whisky,” he admits with a smile. “But truly, I love simply being a guest- switching off, reading, and spending time with my family while someone else worries about the details.” 

Details, however, are exactly what SUJÁN excels at. The hyperlocal touches woven into every stay are a point of pride for Singh. Nothing is staged, nothing is manufactured. Guests encounter real lives, real communities, and stories that stretch back decades. “Some of our team have been with us for 25 years,” he notes. “Many of the families we work with are the same ones my family first met 40 years ago.” This continuity is part of what makes a SUJÁN stay so deeply personal- it feels less like checking into a hotel and more like being folded into a legacy. 

On the debate between ultra-connected stays versus digital detoxes, Singh is unflinching. “I believe in presence,” he says. “In the wild, the greatest luxury is the freedom to be unreachable.” Forget chasing high-speed Wi-Fi in the remotest corners of the jungle; Singh believes the real gift is watching a leopard slip through the dusk or dining under a canopy of stars without once glancing at your phone. In a world addicted to notifications, stillness is the new status symbol. 

And when asked about his most cherished vacation memory, he doesn’t look far from home. He recalls camping as a child in Ranthambhore, beneath the shadow of the fort, in the grounds of Jogi Mahal palace. “It was just me, my family, and the tigers,” he remembers. That sense of intimacy with nature, of growing up alongside the wild, continues to guide him today. 

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