InterContinental Foshan — Hotel in Foshan

From the check in there are issues they use the Ambassador check in point for everyone so cant really speed up process, the room was not ready although they had confirmed it would be a week earlier, we checked in at 11:00 I had informed it would be at 10:00. The upgrade was great, to Club, but that’s where it ends. Going out for the first time we requested umbrellas at the concierge only in Chinese, they said they could not do because we had one in our room, asked at the front desk and they asked for additional deposit for the umbrellas! After the manager stepped in they finally understood they have a safety deposit and the room was already paid for, they got the umbrellas. Coming back that night things just got worse, it was raining and a friend drove us to the hotel, however I had to get out of the car and get wet because all the staff at the hotel entrance was just talking and did not care at all the hotel entrance was blocked by several people waiting outside their cars, no one could get into the hotel, they just did not care! There were 3 people outside just chatting with some of the drivers that they needed to tell them to move their cars! Room had some minor issues as well, one panel falling off, mattress is not all that great, internet does work properly and the Club has quite good selection of drinks and others so that is at least an upside. So basically don’t stay here, no one speaks English, they don’t really care about any situation and well saying sorry doesn’t really cut it when you are not doing your job, this was not about mistakes this is just about not doing the job. By the way I’m not asking for all staff to speak English that would be unreasonable but at least the one that is supposed to, such as concierge services or reception, the rest has not need to do so. But at least one person should be around at all times that...

It's the 4th time staying here. All of the experiences are not as good as before. Still a good stay but no by the standard of Intercontinental.

First off, the staff is polite but generally lacked enthusiasm except for one lad in the restaurant. Check-in took a very long time even it's pre-booked. Took them over 10 minutes to process just one guest before us (he also had a reservation), while the other staff in the front desk just stood there and answer phones. Guess that whoever on the phone is more important than the guests waiting. Same happened when checking out.

Insisting on seeing a corporate ID to honor my corporate rate booking. Who brings work ID 10,000 miles in a business trip? The rate difference is minimal (and I'm not paying) but left a bad initial impression.

The room is clean but not everything works. The shower drain was very slow. The night light doesn't work. The pool only opens at 7:30am while the facilities (e.g., change room and shower) are not as clean.

Breakfast was just fine. Much fewer choices than previous stays though (didn't really bother me much). The coffee machine was having problems in two days of the three we stayed. While couldn't get coffee eating there during breakfast, the staff wouldn't allow us to bring coffee (when they finally fixed the machine) to our room. They suggested buying one from the café across the hall. Again, there's rules and there's services. They don't seem to know their priorities. Not sure this is a staff issue or a management issue.

When having dinner, even they let us charging to the room already, they wouldn't apply the 10% discount automatically. When asked, they said we didn't show them our room card when asking the bill.

Most are small things but it is the small things set apart a 5-star hotel from a 3-start hotel with a...

This hotel could be one of the best hotels I have stayed in (and I travel A LOT). The rooms are well designed, the beds are soooo god (perfect combination of smoothness and support). Equipment is great, rooms are very clean and usually in good maintenance order. Perfect aircon (silent and efficient, easy to adjust) adds to the comfort. The staff is incredibly attentive and constantly care for the guests. This is consistent on all hierarchical levels. They will also do their best to cope with any issue that can arise during the stay. This is overall one of the best hotel teams I have ever met, even compared to some other Interconti properties. The concierge is also quite knowledgeable and very efficient when you need help. My very positive impression is based on several stays. This was not just a lucky coincidence once. Two flaws should be addressed, to my opinion : the quality and consistency of F&B leaves much to be desired in particular for the room service for which the performance can unpredictably go from excellent to horrible/unacceptable. Someone is not doing his/her job right there, and this damages an otherwise quasi perfect performance. the management of the health club should care a bit more attentively about hygiene. They will be adamant you must wear a swim cap for instance, but will not care whether guest spit repeatedly in the swimming pool area. Not very coherent... But the root cause is of course not the hotel responsibility but rather due to the behaviour of guests

Despite the 2 above point -which do require action-, I can only recommend Intercontinental Foshan as a very efficient and pleasant place to stay. And if an hotel could be judged only by the attitude of its personal, this one would easily...