Rated 4.5 out of 5 by 387
Rated 1.0 out of 5.0 by Ambassador ATR Poor Service - Beautiful Hotel
I booked two rooms for a weekend getaway with my family (along with three other rooms booked by travelers celebrating with us that weekend). My family had one suite and an Executive King room. The property is well maintained and the rooms were nice, considering the age of the hotel. The location was also ideal for getting around the city.
Both nights we complained about the noise from the room next door (starting at 12:00 AM and continuing until 4:00 AM). They sent security, but failed to remedy the problem.
Upon checkout, I again expressed my dissatisfaction with the poor experience and the hotel's inability to maintain an acceptable noise level with hotel guests. As a weekly business traveler that is loyal to the Intercontinental, I explained that I expected more from the brand. The response from the front desk attendance was that the hotel was busy with an event that was in town that weekend and that the clientele at the hotel was not their "regular-type" of guest. She apologized for my poor experience but said that it was difficult for the hotel to control the guests that weekend.
I requested a call from management to express my grievances and as a result of what I considered an inadequate response/excuse re why the service levels were so poor.
It has been three weeks and I have not been contacted.
June 30, 2015
Rated 4.0 out of 5.0 by Mynamewastaken Downtown
I really like the location for the hotel. I guess my biggest complaint is the cost of parking. $40 for overnight is fairly high. Plus, and I suppose because it is an Intercontinental, I could not use a luggage cart to take my own luggage to my room. I prefer doing that myself, call me cheap, I hate tipping someone for something I am quite capable of doing.
June 29, 2015
Rated 4.0 out of 5.0 by MKBF Comfortable bed and mostly great service
We recently spent 3 nights at the Intercontinental. For the most part, it really was a fantastic stay. The staff are amazing. From the valet to the Front Desk to the bar staff, almost everyone I encountered was absolutely eager to be helpful and went out of their way to make us feel welcome. The beds are super comfy and there is the perfect assortment of firm and soft pillows so I could make my little bed nest and hunker down.
The amenities in the bathroom are fantastic, but I only got to use them once because housekeeping never replenished anything we used. That was a bummer. I had my own stuff, so I didn't call down and ask for "refills." I am sure it would have been taken care of immediately if I had. The towels in the bathroom are stiff and scratchy and feel cheap. I missed my fluffy bath sheets from home. The bathroom is teeny tiny and there's no counter in there, just a short set of glass shelves on the floor next to the sink. That was pretty inconvenient.
Our room was a double and was tiny. There was NO space to move around at all. It was a lovely room and I love that there are electrical outlets on the sides of the desk and the nightstand. However, the desk is SO close to the minibar/tv center that you can't see to plug anything in to those outlets. The minibar had an ok selection, but they could use a better variety of snacks since the room service menu is really REALLY limited in what is available for those late night cravings.
Speaking of room service... yuck. Not good food. Well, maybe that's harsh... we ordered breakfast one morning and it was pretty good, although those breakfast potatoes were undercooked on the inside and soggy on the outside. The night before we left, we ordered dinner and it was just awful. My daughter had fish and chips and she said it was ok but she wasn't very enthusiastic. I had the spaghetti bolognese (based on a review I'd read online prior to the trip) and the pasta was dried out, the sauce was flavorless and my side salad with bleu cheese dressing had a really REALLY funky and musty taste to it... I couldn't tell if the dressing was off or if the lettuce was old. It just tasted weird. We both ordered the chocolate chip bread pudding for dessert and it was overcooked, dry and just yucky. Overall, not terribly thrilled with the food.
Let's talk about housekeeping... other than making the beds and giving us towels, I'm not sure anything else was done. The iron was still out when we returned, the luggage rack would be moved to make the bed but not ONCE was it pushed back in to place. As I mentioned before, none of the amenities, not even hand soap, were ever replenished. In fact, not only did they not replenish things, they actually REMOVED them. Seriously. After the first night, housekeeping removed one of the bathrobes from the room and never replaced it. That was super weird. Also, while I do try to pick up after myself even when I'm on vacation, there were a couple of candy wrappers on the nightstand when we left the room. They were still there after housekeeping visited. Overall I was pretty impressed with the total lack of attention to detail on the part of housekeeping. I normally tip out housekeeping about $10 per night, but I didn't leave anything this time.
We visited the bar a couple of times and everyone there is just delightful and friendly and fantastic. I wish the menu was a little more interesting, but the bowl of crunchies they provided were pretty tasty. Great drinks!
Overall we really did have a very nice visit and I would absolutely come back and stay again.
June 24, 2015