InterContinental Sorrento Mornington Peninsula by IHG — Hotel in Melbourne

The hotel is in a lovely location, and there were some positives - the check in was smooth and staff at reception were friendly and knowledgeable, the bed was comfortable, dinner at the Conti Beer Garden was delicious with great service (though very pricey). However there were some details lacking that you would expect from a hotel of this standard and some significant lack of service and staff training in some areas.

Rooms: We were in the lead in so yes we expect it to be small, however it is disappointing to have no view at all, the heat settings keep reverting back to the original temperature each time you leave the room so you cannot personalize it (and in this case it was stifling hot), the complimentary "mini bar" and coffee is not sufficient - water at least should be larger than a small 250ml. There should be a clear note in he room description that there is no door on the bathroom, and additionally the "doors" for the shower and toilet are frosted glass that do not go all the way to the roof and where the door handle should be, is a hole. For new couples or even friends sharing - this would be very uncomfortable. I saw a few couples sit next to us at breakfast and then one at a time excuse themselves to go to the bathroom! clearly not comfortable in their own room. On top of this the cupboards are mirrored glass so even laying on the bed you can see what's going on in the bathroom - no privacy.

Atrium: We went to have a Friday afternoon drink and as we approached the person at the host station they walked off to chat with the 2 staff at the bar, though they clearly had seen us. They all stood there while we waited to be seated. After some time standing around and debating leaving, another staff member came to seat us - we mentioned we were interested in the oyster special (which is advertised on your website, in our room, and on signs all around the venue including at the entrance). The staff member looked confused and then after seating us went to ask the man at the bar who said he didn't know. The three of them kept shrugging their shoulders and saying I don't think we are doing that - so the first gentleman who seated us returned to say that the kitchen didn't open until 5pm and therefore it was not on offer. (The offer was 3-5pm on Fridays in July & August at all venues - the Atrium included). This was a Friday at 4pm late August so the staff should have been aware of this and prepared. Also I find it interesting that the Atrium is advertised as being open for lunch and dinner from 12pm till late Thursday - Sunday - so why the kitchen wasn't open makes no sense -however it was clearly a lie as he was stammering and they had not gone to check with anyone prior to coming up with this excuse.

He then dropped a menu on the table and said what do you want to drink? We said we need a couple of minutes to actually look at the menu so he walked away to continue chatting to the other two staff at the bar. We made our decision and closed our menu, waited 5 minutes, tried to get their attention, waited another 5 minutes - we were in the high-tops just next to the bar. They all made eye contact and looked away several times. After 20 minutes we got up and walked out and went down the road for some drinks instead.

The breakfast (as other guests have stated) is nice but service is slow and though the staff try, there is always a shortage of plates and cutlery and food at the stations. The lay out isn't great for getting to the egg station - other guests are trying to enjoy breakfast while people hover around their tables.

Carpark: While it is good value having carparking included and that you can leave and return, the carpark needs some mirrors at the boom gate and before so you can see oncoming traffic. There is only one lane in and out, the car exiting is on a a steep uphill after coming around a corner and there is no where for either car to go if they are trying to enter and exit at the same time - particularly if there are other cars behind. Its an accident waiting to happen.

Bar: The noise (as others have commented) on a Friday and Saturday night from the bar and the patrons is also a deterrent from a return weekend away. It was also quite off putting having clear evidence of undesirable behavior from a group of young ladies who were going into Barlow for the music in the bathrooms outside the Atrium - a number where sharing stalls and from the conversations they were taking substances that I do not think is fitting for the IHG brand.

Overall I do not think it is up to the IHG standards worldwide nor the price point. An ok stay but unlikely to return, nor use for business or conferences...

My stay at the Intercontinental Hotel Sorrento was riddled with frustrations and unmet expectations. For a hotel boasting a 5-star rating, the experience was underwhelming.

Check-In: Poor First Impression - The arrival experience was unwelcoming. There were no valet or staff in sight, and I had to use an intercom to confirm my booking and access the guest parking area. At this point, a porter should have been sent to assist with luggage, but none appeared. Instead, we had to go all the way to the front desk and request someone to help with our bags. Shockingly, another guest resorted to using a hotel trolley she found in a hallway to take her own bags to her room. This level of neglect is unacceptable for a luxury hotel.

Room: Very nice, but... Well appointed, extremely comfy bed and nicely set out. Good size TV with streaming services available via Chromecast, and the bathroom was great with all the usual inclusions. The shower temp and pressure were perfect and they didn't change when the toilet was flushed. However, the "complimentary in-room bar" was minimal with only a a few non alcoholic drinks a and snacks (misrepresentation?), and the minibar fridge turned off when the room was unoccupied, so forget it if you want to leave something to chill (or if you need to refridgerate any medication). The balcony was unusable - tiny, dark, and with no view. Housekeeping missed basic tasks, like clearing empty glasses or emptying bins. While the room itself was nice it couldn’t compensate for the hotels other shortcomings.

Breakfast: Bland and Frustrating Breakfast was dismal. There was no buffet, and guests were restricted to one dish and one drink per person with no substitutions. The granola was stale, portions were tiny, and drinks were served without straws—even for iced coffee. Salt and pepper shakers were in short supply, shared among dozens of tables, which compounded the blandness of the food. Service was slow, with long waits to be seated, order, and receive meals. On the second morning. We had to ask for our entree twice and out drinks 3 times! My advice: Switch to a buffet! We skipped breakfast on the third morning to avoid frustration.

Service: Disappointing and Disorganised Room service ended at 9pm, and when I enquired, we were told to use UberEats or DoorDash for late-night meals. This lack of a 24/7 kitchen is unacceptable for a 5-star property. Most staff seemed indifferent, and many appeared frustrated with how things were run. Only a couple of staff members stood out for their friendliness.

NYE Party: A Complete Letdown The $295-per-person NYE party was a disaster. The "La Dolce Vita" theme was non-existent, the venue was undecorated, and drinks took 30 minutes to line up for. Entertainment consisted of a mediocre band, an unaccommodating DJ, and two performers who left early after being told to queue for their own water. Glasses and food containers piled up as staff failed to clear them. It was a poorly executed event that felt like a blatant cash grab.

Pool Area: Disappointing Service Though the pool was beautiful, the service was subpar. The bar didn’t open until midday, and staff were unfriendly. The drinks menu was limited despite a fully stocked bar, and food options were laughable, with only two substantial meals - both seafood-based - and exorbitant prices. A Caesar salad cost $36, which is outrageous.

Safety Concerns When a fire alarm went off at the pool, the doors didn’t unlock automatically, forcing guests to scramble for key cards to evacuate. This is a serious safety issue that needs immediate attention.

Overall Verdict: Overpriced and Underwhelming The hotel felt severely understaffed, likely due to poor management and planning. Guests frequently complained, yet management was nowhere to be seen to offer explanations or apologies. Given the high rates, especially during NYE, I felt completely ripped off. The Intercontinental Hotel Sorrento is, at best, a 3- or 4-star property charging 5-star prices. Until substantial improvements are made, it’s not worth the...

I recently spent three nights at the InterContinental Sorrento, spending around $1,400 for my stay. While there were several highlights that made the experience enjoyable, I also encountered some issues that left me questioning whether the hotel truly lived up to its five-star reputation. Below is a detailed review of my stay:

Friendly Staff:
 One of the standout features of this hotel was the staff. Every team member I interacted with was welcoming, attentive, and genuinely helpful. The warmth of the staff made a real difference. Location:
The location of the InterContinental Sorrento is fantastic. Situated near the heart of the town, it's within walking distance of many shops, cafes, and the waterfront. The views from the hotel are beautiful, and it provides easy access to explore Sorrento and its surroundings. The location alone made it easy to enjoy the area at my leisure. Breakfast:
 The breakfast spread was varied with both continental selections and a la carte menu, it is to be noted that the a la carte appears to be just pre made dishes that come out when ordered as they never appear truly fresh. The service is good and you never really have to wait long but the coffees will not appear before your meal which makes everything feel a bit rushed Mini Bar:
 A nice touch at the InterContinental Sorrento was the free mini bar, which was restocked regularly during my stay.

The issues i found during my time at the intercontinental unfortunately took away the luxury escape aspect.

Deceptive Photos Regarding Amenities:
 (see photo) Unfortunately, the marketing photos didn't quite align with the reality of the room's amenities. The images portrayed a more luxurious setup than what I found upon arrival, especially when it came to the mini bar. While the mini bar was indeed restocked regularly, it wasn’t quite as grand as the photos suggested. Limited Room Service Options:
 For a hotel of this caliber, I was expecting a more extensive room service menu. Unfortunately, the options were quite limited and didn’t offer much variety, which was disappointing for a luxury property. It felt like the room service offerings could have been more in line with the high price tag. Maintenance Issues:
There were several maintenance issues in the room that detracted from the overall experience: Blinds were broken: The blinds in the room didn’t function properly, making it difficult to adjust the lighting or privacy as desired. In-room phone didn’t work: The in-room phone was non-functional throughout my stay. Cleanliness concerns: (see photo) I also noticed foreign hairs and dust on the headboard of the bed upon arrival, which was disappointing. While the room was generally clean, this oversight suggested that attention to detail could be improved in terms of housekeeping. Despite these issues, the staff did address them as best as they could once I brought them up, but the fact that they existed in the first place was frustrating, particularly at a hotel charging a premium for its services.

It was also neglected to note that the rooms in the heritage wing are in fact above a nightclub. Bass heavy music will play until about 1am on weekends.. which as you can expect takes away the serenity that is much needed in a luxury hotel by the beach.

For the $1,400 I spent over three nights, I anticipated a more polished experience that went beyond the basics. While the location and service were great, the maintenance and attention to detail were lacking, which made me feel like my money wasn’t entirely well-spent. Ultimately, I did enjoy my stay, and the hotel has a lot of potential, but it didn’t provide the exceptional standard I was expecting from a five-star hotel. If you’re looking for a solid and comfortable stay in Sorrento, the InterContinental is a good option. However, for the price, you may want to set your expectations more...