InterContinental Perth City Centre by IHG — Hotel in Perth

The property was actuallly a lovely hotel which offered a prime location in the city with easy access to amenities. The room was very well maintained and housekeeping quite thorough. Club Intercontinental was a cosy to unwind each evening and although evening cocktails were very moderated with each pax accorded a set of non-refillable hotel canepes alongside a small cold spread, the drinks selection was very nice and awesome espresso martini too. ||However, I will never spend another cent at the property again. ||This is what happend..... ||Pre-arrival, I emailed that I was arriving at 7am and requested for early check in as Ambassador + breakfast. The reply: "We have noted down an early check-in and although we cannot guarantee it, we will try our best to accommodate you..........you are welcome to enjoy breakfast at Ascua which is the main restaurant for breakfast". I replied to thank the gesture of free breakfast as that was my assumption based on how it was written. In the entire conversation thread, never once was my assumption disputed or corrected. ||Club Intercontinental Team emailed a welcome few days prior - I asked about breakfast on arrival again. Reply: "Breakfast isn't usually included on the day of arrival, but I have contacted our leadership team to see if this could be accommodated on this occasion". No follow up thereafter, only silence. ||On 31July, front desk staff who checked us in brought us to Ascua, asked to reconfirm my breakfast arrangement, and said he will reconfirm it with the Club Intercontinental Team. No follow up thereafter, only silence.||When no one bothered to follow up at all throughout my 3-nights, I thought all good as otherwise, surely someone will let me know correct?||WRONG.||At check out, I was charged for my arrival day breakfast. I was told very sternly, in no uncertain terms, the followiing:||1) No one specifically said breakfast was free / complimentary or used the word 'free' or 'complimentary' in the process (even though my assumption was never disputed in the email thread). ||2) I signed the check at breakfast so it must mean I aknowledge that it was chargeable (signing a check at breakfast was a normal hotel SOP to me).| |3) The 2 staff who went silent on me were only associates and not authorized to handle such matters and that I should have asked for Duty Manager as he /she was the only person authorized to grant free breakfast. (how am I supposed to understand the hiercahy and automatically know who can say what in what situaitons? And why would you place an associate with zero authortiy to be in charge of corresponding with incoming Club level guests?||4) I should have followed up on my end to clarify if the breakfast was chargeable if the 2x staff did not follow up (so there is no problem with staff not following up on such matters and I should know to interpret their silence as confirmation about the charge?). ||5) They had already given me my room ahead of the usual check in time and that I should appreciate it. Which I certainly did but these are 2 separate matters? Besides, isn't early check in a benefit of being an IHG Platinum member? ||Spent 30mins to resolve this and by then I really needed to get to the airport so I settled on paying a discounted rate (10% initially offered but I asked for 20%) and left, shocked at this type of treatmemt as an IHG Ambassador. ||I will not spend another cent at this property ever again. But if anyone is intending to, here are some tips:||1) You have to specifically ask if sometihing is 'free' or 'complimentary' even for something which you think to be. I was reiterated to a few times about the use of the two words so please be careful.||2) Ask for the Duty Manager for any and every correspondence / request you have as otherwise you may get another staff who is not authorized to handle your matter. Since guests have no clarity over who can say what, it is better to be safe than sorry. ||The funny thing is, after all that, I was told that the next time I return to the property, they'd be happy to give me an...

The property was actually a lovely hotel which offered a prime location in the city with easy access to amenities. The room was very well maintained and housekeeping quite thorough. Club Intercontinental was a cosy to unwind each evening and although evening cocktails were very moderated with each pax accorded a set of non-refillable hotel canepes alongside a small cold spread, the drinks selection was very nice and awesome espresso martini too.

However, I will never spend another cent at the property again.

This is what happend.....

Pre-arrival, I emailed that I was arriving at 7am and requested for early check in as Ambassador + breakfast. The reply: "We have noted down an early check-in and although we cannot guarantee it, we will try our best to accommodate you..........you are welcome to enjoy breakfast at Ascua which is the main restaurant for breakfast". I replied to thank the gesture of free breakfast as that was my assumption based on how it was written. In the entire conversation thread, never once was my assumption disputed or corrected.

Club Intercontinental Team emailed a welcome few days prior - I asked about breakfast on arrival again. Reply: "Breakfast isn't usually included on the day of arrival, but I have contacted our leadership team to see if this could be accommodated on this occasion". No follow up thereafter, only silence.

On 31July, front desk staff who checked us in brought us to Ascua, asked to reconfirm my breakfast arrangement, and said he will reconfirm it with the Club Intercontinental Team. No follow up thereafter, only silence.

When no one bothered to follow up at all throughout my 3-nights, I thought all good as otherwise, surely someone will let me know correct?

WRONG.

At check out, I was charged for my arrival day breakfast. I was told very sternly, in no uncertain terms, the followiing:

1. No one specifically said breakfast was free / complimentary or used the word 'free' or 'complimentary' in the process (even though my assumption was never disputed in the email thread).

2. I signed the check at breakfast so it must mean I aknowledge that it was chargeable (signing a check at breakfast was a normal hotel SOP to me).

3. The 2 staff who went silent on me were only associates and not authorized to handle such matters and that I should have asked for Duty Manager as he /she was the only person authorized to grant free breakfast. (how am I supposed to understand the hiercahy and automatically know who can say what in what situaitons? And why would you place an associate with zero authortiy to be in charge of corresponding with incoming Club level guests?

4. I should have followed up on my end to clarify if the breakfast was chargeable if the 2x staff did not follow up (so there is no problem with staff not following up on such matters and I should know to interpret their silence as confirmation about the charge?).

5. They had already given me my room ahead of the usual check in time and that I should appreciate it. Which I certainly did but these are 2 separate matters? Besides, isn't early check in a benefit of being an IHG Platinum member?

Spent 30mins to resolve this and by then I really needed to get to the airport so I settled on paying a discounted rate (10% initially offered but I asked for 20%) and left, shocked at this type of treatmemt as an IHG Ambassador.

I will not spend another cent at this property ever again. But if anyone is intending to, here are some tips:

1. You have to specifically ask if sometihing is 'free' or 'complimentary' even for something which you think to be. I was reiterated to a few times about the use of the two words so please be careful.

2. Ask for the Duty Manager for any and every correspondence / request you have as otherwise you may get another staff who is not authorized to handle your matter. Since guests have no clarity over who can say what, it is better to be safe than sorry.

The funny thing is, after all that, I was told that the next time I return to the property, they'd be happy to give me an...

I live in Perth but because of the ambassador’s complementary weekend night is due to expire thinking I could spent my wife’s birthday there at the hotel.

When I arrived to check in, waited at the member check in counter but kindly asked to have a seat while hey are servicing other customers. Fully understood and waited. At this stage there’s 0 recognition of IHG member regardless of level, and 0 regardless of IHG ambassadors program. The staff was happily talking to the customer about everything and I’ve been waiting them to have another staff to finish check in.

When checking in guaranteed room upgrade isn’t available, so I took option of 10000 points as compensation.

For the welcome drink I was offered choice of drink voucher or points, because came with Mrs so I said voucher. I was pointed where I can use it, that’s good but I checked in for 2 adults and 1 kid. And got ONE voucher.

Went to the room room was very small, I meant smaller than rooms in Shinakawa Tokyo. The design of that room is when I opened the door I almost hit the toilet door.

Wife and kid was upset so I contacted the hotel and asked for paid upgrade to a Jr suite. Tried to use my guaranteed suite upgrade, told can’t be combined with the weekend night program, understood. And when I asked about the payment I have to pay for both night where the second night supposed to be complementary, was told that weekend night program only applicable to certain room types, understood. Agreed pay for both night with lounge access.

First day I went to the club lounge access was denied so I went back to front desk to update the card, the serving staff are really nice.

2nd day went to the lounge and access denied door locked, felt annoyed so went to the bar at ground floor to use the welcome drink voucher, seated for 20 min no one come(only 2-3 other tables occupied) when I asked the staff to the desk tried to order 2 drinks was told can only order for one person as I only have one voucher.

Even more annoyed. Ended up didn’t order anything and left the bar, one staff did ask how was the stay and I said not good, when I went back to the room they did send someone to bring both drinks to my room but I refused, it’s not about the drink it’s just many things are not the same as the other city’s. I’ve been to international continental in Tokyo,Osaka,New york, Pattaya, Guangzhou,Sydney,Melbourne, Burnos Aires,Yokohama. Perth one is the most disappointing one. And when I mentioned this to the manager I was offered to cancel the booking and go stay somewhere else.

At the end of the stay when I was checking out, the bill was wrongly charged, the weekend night wasn’t credited to my account but fixed on the spot, and was promised the 10k points as compensation of not being able to upgrade room type(I paid for the upgrade) but now it’s a week later still not in my account.

Definitely not going back to this one again and won’t be confident to introduce any of my guests to that one again.(My Amex platinum card also have many privileges in other hotels like $150 spending credit late...