Have mixed feelings on this stay experience. I've been frequently staying at ICFS in the past 5 years and spent nearly 100 nights there, even during the days when 80% is closed and breakfast is
merely a set of limited order items. It used to be one of the best IC properties to extend hospitality to frequent guests, despite its aging and declining facilities.
But as there has been a lot speculation on the future of the property, obviously there is severe run-off of staff and most staff seems to be either interns of novices, unable to bring a homely feeling to frequent guests. Upon check out I referred to an overcharged bill of last week, the response from the duty manager was shocking. Instead of agreeing to a refund, she intended to offer a 'future upgrade' to compensate for the wrongly charged. Next, she claims that a breakfast was offered whose price, counted in retail rate, was already adequate to cover that amount. This might be the most bizzare response to a false bill that I've ever met. It takes quite a while and during the whole process, the staff were talking loudly about guest's private information such as membership status and bill contents, very unprofessional.
What's interesting is at the departure day, my 5 year royal ambassador status was brougnt to end by a downgrade. This might be indicative of a farewell to this hotel and the IC group. I will scarecely return to it, maybe only except burning out my remaining IHG points. The hotel is experiencing challanges and has apparently passed its prime days. I can only send best wishes to the room division manager(Mr. Huang) who has been there for years to ensure hospitality. Also best wishes to staff who used to work there and devote to perfect guest experiences. [Less]