InterContinental Melbourne by IHG — Hotel in Melbourne

Where to start. As a Platinum Ambassador i have stayed at this hotel twice before and was hoping it had changed, but unfortunately NOT.

The day started off great as i was upgraded before i arrived which was a great start. Arrived early morning went to the hotel to bag drop and the check in staff Fantastic. As we had booked a club room, we were given early access to grab a coffee before we went sightseeing. As promised a phone call was placed when room was ready. Thats when things went downhill.

Im not sure who is in charge of the F&B in the club lounge but it's a joke. I stay in club lounges everywhere i stay and i honestly say this is the worst and a total waste of money. Afternoon tea was we were only allowed 1 scone per person and 2 half sandwiches, had asked for another one and was told no as it was limited and was very surprised as there was only around 10 people in the lounge. So, we left disappointed. Then we came back for evening canapés and yep it was just as bad. The staff brought them out 1 spring roll each and a mini kofta NOT JOKING. I asked the staff if we could have more and again, they said it is limited to only 1 server per person. This is exactly what happened last time i visited as well. I guess nothing changes. The only good and positive thing about the lounge is the wonderful staff they are all very friendly and professional.

Next day as an ambassador member you get credit to use in your room. Great let's have a gin before we head down to the lounge. Check the mini bar list yep Four Pillars lets have it. Couldn't find it anywhere and in saying that there was so much stuff missing from our mini bar to the list we were worried that they would charge us for the missing items. So, on our way to the lounge for the second night of canapes i mentioned this to the front counter they apologiesed and said they would send it up to our room so it's there for when we got back from dinner. So once again get into the lounge and ate our 2 small finger foods and that's it. Went to get some cheese and crackers and only had blue cheese and a small piece of tasty cheese. I asked the friendly waitress where the brie and camembert were, and they said they had run out Saturday night and they wouldn't get any more until Monday. I know this is only a small detail but when you are paying around $500 a night to have a club room is very poor. SO once again we left the lounge disappointed and annoyed this is the worst lounge i have ever ever been into in my life. Then Got back from dinner and NO GIN just the mixers. Go down again to front reception tell them the story and they said they would fix it straight away and send it up to my room, i said i would wait for it and take it up myself. 25 minutes later they AGAIN bring me the mixers... i then asked them what's going on and they then said they don't have any bottles of the GIN.. TOTAL waste of my time. As this was late at night went back to the room and the aircon had stopped working, this was the end for us worst night sleep and couldn't wait to check out the next day.

On check out the same person who had checked me in was on ( fanstic person forgot he's name) i told him how our stay was, and he was apologetic, then spoke with the duty manager who was the same person on the night before told him all my issues and concerns... He had told me this would happened and we will contact you for a more update chat but NOTHING. Total waste of money for what we got...

I am a royal ambassador diamond elite member of ihg, I spend 6 months of the year in hotel rooms. My wife and traveled from Sydney to Melbourne get away for the weekend, Last time I stayed at your hotel was 6 years ago. I have stayed in most of the intercontinental hotels around the world (Asia/Europe and Middle East) you guys must left a sour taste in my mouth 6 years ago for me not to stay again, I regularly travel to Melbourne on Business and stay at Quay West Suites and have been using them for over Ten years. This weekend they were fully booked and unfortunately I had to stay at intercontinental Melbourne and thought it’s got opportunity for me to test your services after 6 years, unfortunately nothing has changed in service just your staff. Below I have outlined the issues faced from checking.

The room looked like it hasn’t Ben occupied for while. The room was very cold and felt like I was in a cool room ( outside was warmer) The hadn’t been prepared prior me checking ( no welcome note or welcome pack ) not even a welcome message from your manager. All other intercontinental hotels I have stayed have always had above and beyond. We checked in between 3:30 to 4:00 pm on Friday Set the temperature on the air to 24 degrees When we returned to our room at night about 10-11pm the room was still very cold. We went to bed and was cold all night. Went to breakfast at 9:30am on Saturday, mentioned to reception about the coldness of our room and it felt like a cool room and please have some check it out. They were kind enough to arrange a technician to attend. 11 o’clock went back my room, it was still very cold and went back to reception and asked what they done about it .. they said the technician went and set the temperature higher and would be back to normal writhing two hours.in the meantime I asked heaters to be placed in my room in which they done but not turned on.😡so I tuned them on myself. We left our room and came back at 2pm after 3 hours and the room was still very cold and nothing had changed. I asked reception what has the technician done and please report back to me … (they just looked and smiled ) I asked for report nothing has been presented. After all this, on Saturday evening I called concierge and instant access from the phone in my room between 5:30 and 6:00pm (5-6) times no one answered, I wanted them to have my car ready as we had dinner appointment at 6:00pm . At 5:45pm I walked up to reception and asked if the phones in the room were functioning and asked why my calls weren’t being answered again a smile and no answer. They have a wonderful smile but no wanted as usual. I was very upset. What is my call was an emergency 🚨 call and I was in need of assistance.!!! Very unprofessional and unsatisfactory. You guys failed again. Then at 5:50pm I asked for the car to be bought up, they told me it takes up to 30 mins as the car park is offside. So we waited outside on the cold for the car to be brought up, in the meantime no one from hotel offered any explanation why the calls weren’t being answered, they didn’t even over for us sit inside while the car was being brought up. I asked the staff member for the manger to make contact with me and no one has made any contact with me it’s now 11pm Saturday evening. I would like an explanation for all of the above and why I should continue to a ihg member and stay at...

Worst service for a Platinum Elite member in the whole of ANZ. For my 10year wedding anniversary I treated my wife and 3 kids to this hotel expecting it to be the crown jewel in the IHG Australian offering.

Weeks in advance I booked via the IHG app and I requested a double bedroom, a cot. a rollaway bed and extra pillows. 2 days prior I called the hotel to ensure the extra items were available as they were needed due to having 3 kids. I was assured they were and that everything would be prepared for my arrival.

When checking in we entered the Finders Lane entrance and it took us 15-20mins to find the reception as it was not signed nor obvious at all. Even a staff member told us it was on level 1 so we took the lift to level 1, it turns out it was on level G, despite us walking in the hotel at ground level two levels below level G!

On check-in, there was a token sentence about my loyalty status which did not feel genuine, it certainly didn’t make me feel valued as a platinum elite member. But this was to be par for the course from then on. I was not given a room upgrade despite the hotel being not being very busy, I asked about the extra items and he checked the computer and ‘oh yes I see the request on here’. I even asked the hotel was able to do something special for my wife as it was our wedding anniversary, he said yes and wrote it down. Arrival at the room saw that none of the requested items were present.

We had a 3 month old baby who was tired so I called reception and requested the extra items be brought to my room. I got a call back after 5mins to say they didn’t think the rollaway bed would fit in the room type I was in. I told them that I’d been assured twice that these items were available with my reservation and to discuss with the manager and get back to me. They did not call back.

2.5hrs later the cot was not delivered to the room. My wife complained at reception and the cot was brought within 30mins. Just before going to sleep later in the night I complained again about extra pillows not being brought. Rollaway bed never happened and my kids had to just make do.

No regard was given to my loyalty status, we never unpacked for 3 hours wondering if a room change may be offered due to the circumstances, our baby could not be put to sleep in a cot for over 3hrs, staff either told us false info or did not follow through with their written and spoken actions. And the hotel did NOTHING to make our 10 year anniversary special for my wife!

Quite frankly I was embarrassed to have hyped up this hotel stay to my wife who was left very underwhelmed. This is the worst experience as a platinum elite member in 18years staying with IHG properties all over the world. I very much dislike writing negative reviews but for this I could simply not hold my tongue.

Improve the staff service, improve the signage, improve the delivery of extras when booked (these should be IN the room on arrival and should not need requesting and waiting by the guest), improve communication if requests are not possible, treat your platinum elite guests appropriately, understand the importance of baby’s needing sleep (it’s a given if a cot is requested!).

I will end with the astonishing fact that I have had better experiences in a...