Rated 4.0 out of 5 by 75
Rated 1.0 out of 5.0 by Ladybird0407 Very Unhappy Customer
The Intercontinental chain is one that I am a loyal customer of, due to the professionalism of its staff, the facilities and the overall experience. The only thing that related the property at Mzaar with the Intercontinental Hotel brand is the name above the reception. At the Intercontinental Mzaar there is no care shown for the property and even less care for the customers - even loyal ones.
The hotel is in a beautiful location right on the ski slopes. When you enter the lobby you see the many awards that it has won over the years. Unfortunately it seems that the hotel lives on its past glory, because nothing in our stay could be considered a five star Intercontinental experience.
The facility is run down- display shelves in the lobby have been left empty with broken lights dangling - the place gives off an air of unkemptness. The toilets in the rooms do not flush properly - the rooms are run down. The play areas in the basement are dilapidated. The staff overall regard guests as a nuisance. A visit to the spa for a one hour massage demonstrated this quite obviously. Though there was no other guest in the spa the masseuse arrived ten minutes late and showed minimal interest in her customer. We cancelled the other two booked massages because of the first unpleasant experience.
The purpose of our visit to the hotel was for the children to go skiing. Since it was their first time there we asked for ski instructors to guide them. We hired one ski instructor for each child due to their different skiing ability. The ski instructors took the children out for two hours and charged USD250 each. When I queried the extortionate price, they told me I had to pay the fee for a full day not just the two hours. Reception, who recommended the two instructors, were sheepish when I complained, but told me there was nothing I could do because the instructors belonged to a company not the hotel.
We had numerous experiences of bad service but the last one was unbelievable.
We booked two cars to transport us back to Beirut. The women at the desk explained that the cars would take us (a family of three adults, two children and a considerable amount of luggage) to a meeting point where we would have to swap transport. This was because the hotel needed the "four wheel drives" to return back to the hotel to bring out more guests since the snow was getting really heavy. We were assured that two cars or one van large enough to accommodate the number of people and amount of luggage would be picking us up at the swap point.
After a pretty hair-raising drive - not in a four wheel drive- we arrived at the swap point to find that only one car albeit a seven-seater was awaiting us. The vehicle could not physically fit the number of people and amount of luggage, which is why we had confirmed and paid for having two vehicles the whole way.
When we insisted that we needed another car to get to Beirut the driver of the car who took us to the meeting point became abusive and literally kicked us out of his car and left us standing in a snowstorm, whilst he turned back to pick up the next batch of passengers from the hotel.
Our only saving grace was that an empty taxi happened on the scene and drove us to Beirut.
It is unfortunate that this hotel carries the Intercontinental name because it misleads loyal Intercontinental customers into believing they are paying for and will experience the service the brand is renowned for. A total overhaul of the property and training of the staff is sorely needed there.
24 February 2015
Rated 5.0 out of 5.0 Great Service
I would like to thank Mr. Nasreddine for his hospitality :)
24 February 2015