Rated 3.9 out of 5 by 248
Rated 4.0 out of 5.0 by FeisFun Mostly a fabulous time, SANDY you are AWESOME!
I loved our first 3 nights. Absolutely was near perfection. While I listened to all our friends that were having issues at other hotels, we had none.
Sandy, concierge desk, is AWESOME! She had such patience with me. I can't begin to thank her enough for her information of the area, discount tickets available at the desk, transportation, even a grocery store (and knowing all the hours of each). She is just amazing!
The ONLY bummer was on the 4th night, after being gone from 9am-9pm (with the exception of 3-4pm) we came back at 9pm to a room that was never cleaned. An hour after the first call we were able to receive clean towels. They had offered to come clean, but it was too late and I just wanted to get clean and go to sleep.
I was informed by the front desk that it was noted on my account that I denied cleaning. Didn't happen, I was gone most of the day, then I start wondering if someone else was in our room, not the best of feelings, but at least I had the important items in the safe. Nothing seemed to be missing or out of place.
I would have given 5 stars, even with the uncleaned room, had they just sent towels up within about 10 minutes of the first call.
We had a beautiful room, beautiful view, wonderful location. and the staff for the most part exceeded all my expectations. I hope to return.
09 July 2014
Rated 1.0 out of 5.0 Bad service
Terrible housekeeping as rooms are not very clean and response is very slow, waited 45 minutes for someone to pick my luggage for checkout
Felt like a low 4 stars hotel, bad reflection on Intercon name
Will not stay again and never recommend
08 July 2014
Rated 1.0 out of 5.0 Terrible. Extremely poor customer service.
1) Upon check-in the staff could not locate our reservation (despite the fact that we had the confirmation e-mail with us). It took approximately a half hour for them to figure out that somebody had changed the name on the reservation - we were never given any explanation as to how/why this happened. The e-mail confirmation we had contained the correct information.
2). After waiting the half hour for them to "find" our reservation, we were told the room would not be ready for about 1 hour. So, we decided to go have a drink in the bar next to the main desk. The staff person there walked by us 4 times, without acknowledging us at all. We then asked if the bar was open, he said it was. We then had to ask for a cocktail menu. We ordered, and he gave me the wrong drink. He then strained the incorrect drink into a glass without ice and said he would serve it later. He finally gave me the correct drink, and then hit the glass when he was giving me my change. This resulted in about a third of the drink spilling out. He did not apologize or refill the drink.
3). We went back to check-in, and then were told we had a room with a single king size bed. We spoke with the staff about the fact that we had reserved a room with 2 beds. We were told our room was an "upgrade"- we explained we did not want this "upgrade", we wanted what we had reserved 4 months prior. We were told there was nothing they could do, we could either sleep in the same bed, or use the pull-out sofa. At no time did any of the staff apologize for this, in fact they were extremely dismissive and rude.
4) When we asked to speak with the manager, after a long wait, we spoke with them. I have never dealt with anyone in the hospitality business who is so rude. He smirked at us and essentially refused to do anything to accommodate us. The only thing he offered was "club access" which we explained to him (repeatedly) we were not interested in. He told us that our reservation (although being made for a room with 2 beds) was not a "guarantee" of having two beds. I have to wonder then, what is the point of making a reservation?
5). Although at this point we did not want to stay, we had little choice. I asked for a cot to be moved into the room, and I had to ask for this no less than 3 times. Although there was indeed a sofa bed in the room, were it to be open it would essentially take up the entire room with no room to walk. When the cot was finally set-up, and some of the furniture was moved in our room, there was a lot of dust and crumbs on the carpet. I had to ask for the room to be vacuumed. I cannot believe that staff would see how filthy the floor was and not fix it immediately. This is not something one should have to request, it should just be done. We were again met with rudeness (a sigh and an eye roll) when I asked for the room to be vacuumed.
Overall our experience at this hotel was terrible. The staff seemed both incompetent and completely uninterested in customer service.
08 July 2014
Rated 4.0 out of 5.0 Nice Stay
We enjoyed our stay. The room was clean and comfortable. Always had plenty of towels. The car was parked safely in garage, we were in walking distance to Circ Du Soliel, horsebuggy rides, Notre Dame, waterfront, and many restaurants. When we went to La Ronde, we drove, and had no problem finding a spot again in the garage. The concierge was helpful in planning a pub crawl for my husband and son.
08 July 2014
Rated 4.0 out of 5.0 Clean well maintained and appointed rooms
I would prefer not to participate in this part of the review
08 July 2014
Rated 2.0 out of 5.0 by ybor First time at this hotel, not a good one!
First time at this hotel.
I had originally requested a King size bed then called to request 2 double instead. I repeated it over the phone at least 3 times and I still felt the person did not understand. Not sure why this was so difficult. Of course when I arrived at the hotel, our reservation showed a room with a King and I was told that if I wanted 2 double beds it would be $20. extra, I said no and explained that I was not told this over the phone, so I was given a room with a King. The person at reception was grumpy, cold, almost rude and she showed her bad mood. The front of her jacket was ripped. We go up to our room, open the door to find that there was someone sleeping in the room. We go back down and explained. She said I apologize, then gave us another key for a room on another floor. This room had 2 double beds. The doors had dirt mark around the handles and the overall room cleanliness was not something I would have expected. The beds were clean and comfortable.
I will not return nor recommend this hotel.
07 July 2014
Rated 2.0 out of 5.0 by Amelia_K_F Worst customer service ever!
Had a late arrival at 9:15pm on the 1st of July, all I wanted to do was to get into the room and have a nice hot bath, but the staff members made it impossible. Bell man was no where to be seen when we arrived by taxi, had to wait 5-10mins before we can find one. Went upstairs to check-in, the guy was nice and polite. I was given a room on the 16th floor, went up and could not open the room whatsoever. Thought it was due to my key being near my phone for few seconds, I went back down and there was a HUGE line with only one person serving. After at least 15mins wait, I was finally served, and was told the guy has written the wrong room number on my key holder, instead of 1606 it was meant to be 1806. We were told that you've to use your key to get to your own level, well clearly you don't. Turns out you don't need to use the key in the elevator at all.
On day 2 when i came back at 4:30pm, I wanted to have some coffee, opened the draw where the coffee machine is and there were no coffee capsules. Called "instant service" and explained it and asked for 4 coffee, was told it will be delivered to me asap. I sat down and waited...and waited.. and waited... 15 minutes later, still nothing. I called again, and once again was told they will deliver it asap, and once again i waited and waited and waited. Over-all I waited for over 30 minutes for the coffee. So much for being instant.
As a frequent traveller, and just from this trip I've stayed in 7 hotels so far, this is by far the worse customer service wise. However I'll give them credit towards the room, it does have a lot of space and is very clean. Though it doesn't change the fact that I'll not be returning nor will I recommend this to anyone else, and is having doubts with InterContinental & IHG group in general.
05 July 2014