InterContinental Hangzhou — Hotel in Hangzhou City

I stay in 70 different 4/5 star hotels a year in China. You can depend on superior accommodations, service, and food and beverage at most Intercontinental properties around the world. That is why you don't mind paying a higher rate. This design of this hotel is exquisite and would be hard to beat. The swimming pool is second to none. The service is abundant , warm and friendly. But the physical design of the hotel and friendliness of the staff is not enough. I believe that management is severely lacking in this hotel.

I judge a property based on the way they solve their problems. I waited two hours for my room even though I arrived after noon. I was told one hour which turned into two. My room was unbarebly hot. I went to the front desk twice with no resolution. I met the " duty manager" twice. Each time he told me he had another problem to take care of. Without apology or concern for my issues he blew me off without even asking my name or room number. My ala carte lunch had a menu with all of the usual items. Club sandwich, hamburger, and pasta. Very unusual for an intercontintal property . They used a fish knife to cut the ingredients in my sandwich thus my club sandwich tasted like fish. We ordered the most expensive capichno on the planet. I would like to know if there a hotel anywhere in the world that charges $9 each. We came back for dinner after our business at the hotel concluded. We missed the buffet and were given the same limited and boaring menu. I asked for eggs but that was not available. Why can't this over priced and over rated hotel with 24 hour room service kitchen not prepare toast and eggs. There were two of us having dinner. I had a sandwich and my friend ordered the exact same salad as was ordered for lunch. His salad arrived 16 minutes after my sandwich. Explanation... "That's how the chef does it". Where was this chef trained ? I had a scoop of ice cream that arrived in a cardboard cup with a plastic spoon. For 9$ they should be ashamed. Is the director of food and beverage a newly appointed trainee. Does the General Manager ever eat in this same restarauant ? I noticed that during the dinner hour guests were seated at banquet tables in every available empty space in the lobby. Why would people pay the price they pay to be sitting in the lobby . It was like a cattle call!

I realize that as a westerner I am a guest in another culture. But my issues at this hotel are not about culture. They are about hospitality and common sense .

There were plenty of good things about this hotel.They were all staff related. A group of happy people wanting to please everyone, even though as foreigners we were hard to communicate with. They were engaging and happy to please. The bell staff was everywhere and ready to assist. There were elevator starters with smiles that radiated hospitality. A restarauant manager named Joey did his best to make us happy with situations he could not control. We saw him at dinner and then again at 6:30 in the morning. Hard working people like this

deserve better tools to work with. The swimming pool is the nicest hotel pool I have ever experienced.

My experiences at this hotel make me believe that this is just a franchise with little or no over site by Intercontnental. I find it hard to believe that this iconic brand has no concern about standards in this property. Wow! So disappointing. Believe me, there is no added status achieved by staying here. I am booked at several other Intercontintal properties here in China over the next few weeks. I will let you...

Second only to my experience at the InterContinental Barcelona, this hotel provided one of the most disappointing stays during my patronage. Before canceling all my bookings, I inquired about the possibility of a one-level upgrade to a sea-view room. Instead of providing a clear response, the hotel staff gave only evasive answers.||Afterwards, I booked my stay using BA points with a cash supplement. Upon check-in at the IHG counter, the staff member assisting us was cold and dismissive. She initially insisted that our booking did not include breakfast. After consulting her colleague, she realized her mistake but displayed an unprofessional attitude by questioning her colleague when he confirmed that we were entitled to the buffet breakfast in the lobby instead of the executive lounge.||Despite our request for a room close to the elevator, we were assigned one far away. Additionally, the so-called "lake view" was utterly unremarkable. Although the hotel is conveniently located near the metro, we were informed that navigating within the metro station required quite a bit of walking. As a result, we opted to take DiDi every time we went out instead.||The concierge staff was equally unhelpful. They directed us to take a longer route within the hotel to reach the exit for the nearby arcade and failed to inform us that the elevator to the arcade would be closed. This resulted in us having to climb several flights of stairs unnecessarily. It was only with the help of a junior staff member that we discovered a much shorter route to the hotel lift.||The buffet breakfast was yet another disappointment. The menu was repetitive, and the food quality was far below the standards expected of an InterContinental property.||As an Ambassador member, I also found the lack of recognition disheartening. The only benefit offered was complimentary laundry for two pieces per day—hardly an upgrade or acknowledgment of my status. There were no welcome amenities such as fruit or even a simple welcome note, which are customary at most InterContinental hotels. This left me questioning whether any Ambassador-level benefits were even considered during my stay.||Overall, this stay fell drastically short of expectations, and I regret to say that I am...

Second only to my experience at the InterContinental Barcelona, this hotel provided one of the most disappointing stays during my patronage. Before canceling all my bookings, I inquired about the possibility of a one-level upgrade to a sea-view room. Instead of providing a clear response, the hotel staff gave only evasive answers.||Afterwards, I booked my stay using BA points with a cash supplement. Upon check-in at the IHG counter, the staff member assisting us was cold and dismissive. She initially insisted that our booking did not include breakfast. After consulting her colleague, she realized her mistake but displayed an unprofessional attitude by questioning her colleague when he confirmed that we were entitled to the buffet breakfast in the lobby instead of the executive lounge.||Despite our request for a room close to the elevator, we were assigned one far away. Additionally, the so-called "lake view" was utterly unremarkable. Although the hotel is conveniently located near the metro, we were informed that navigating within the metro station required quite a bit of walking. As a result, we opted to take DiDi every time we went out instead.||The concierge staff was equally unhelpful. They directed us to take a longer route within the hotel to reach the exit for the nearby arcade and failed to inform us that the elevator to the arcade would be closed. This resulted in us having to climb several flights of stairs unnecessarily. It was only with the help of a junior staff member that we discovered a much shorter route to the hotel lift.||The buffet breakfast was yet another disappointment. The menu was repetitive, and the food quality was far below the standards expected of an InterContinental property.||As an Ambassador member, I also found the lack of recognition disheartening. The only benefit offered was complimentary laundry for two pieces per day—hardly an upgrade or acknowledgment of my status. There were no welcome amenities such as fruit or even a simple welcome note, which are customary at most InterContinental hotels. This left me questioning whether any Ambassador-level benefits were even considered during my stay.||Overall, this stay fell drastically short of expectations, and I regret to say that I am...