Great Hotel but there was 1 day out of my 18 days stay........
This was a great hotel with exceptional staff all around. My only complaint was on May 7th...
May 7th Today was not a good day for the hotel and myself. Let me explain:
1) the Housekeepr who
cleans my room has not done a thorough job. I have a puppy in my room and the trash is filed daily. She has not dumped the trash for 3 days and she does not look behind the door to clean or the tub because the trash can was on the ledge of the tub both days to keep from the dog and she did not look for it.
Also there is only 1 trash in my entire room. I thought there should be 1 in bedroom and 1 in bathroom. Housekeeping has removed things from my room and did not replace them daily- i.e. The wine opener, bathrobes, glasses in the cabinet and room service menus.
2) I got back to my room at 9pm to see the message light blinking on the phone. I called front desk and they said I had a package and did I want it to be brought up tonight or tomorrow. I said tonight. She said ok let me find it first and then I will have it brought up. No call back, no package brought to my room, nothing after that conversation.
3) I ordered room service at 10:05pm. They said the delivery time was 35-45 min which I was fine with. At 11pm I called and said its been 55 min since I ordered and she said sorry ma'am - he is on his way up now it will only be a few more minutes. At 11:18 my doorbell rang and food was delivered. The gentlemen did not even know the food was late and when I told him he said he didn't know what happen or what was going on - he just started his shift. The desert was wrong - they brought pecan pie instead of banana pie. He went and exchanged it but he wasn't overly apologetic for any of the inconvenience I experienced tonight with getting my food. That is unusual as everyone is so so nice and accommodating. Even the room service lady who took my order was also very nice and helped me choose what I wanted. I'm sure it wasn't her fault the food was late. I just expected a bit more effort to apologize considering the meal was $65
I enjoy all my stays with Intercontinental but today wasn't a good day for the reasons stating above and the housekeeping was not always consistent.
I still love the hotel and all the staff but I feel obligated to send feedback when something goes wrong because I want the hotel to maintain the outstanding level of customer service and care. These where the only things I can comment about from my stay!!
Everyone there is great - especially valet and the bellman! Those two departments really do greet with the guest with the best demeanor.