InterContinental Grand Stanford Hong Kong by IHG — Hotel in Hong Kong

Being a IHG Diamond Elite member from last 2 years, having stayed, experienced, enjoyed, and pampered at multiple luxury and premium IHG properties in many countries (including 4 other IHG in Hong Kong itself), my expectations with Intercontinental were quite high. Which it failed horribly at delivering, hence my first well deserved negative review for any IHG hotel in last 2 years. All my previous and post stays at other IHG hotels have been magnificent and for that reason I always choose IHG over other brands (also a Diamond member of Hltn).

Had booked in Intercontinental Hong Kong for 2 nights initially for my 3rd visit in Hong Kong, but I cut my stay by 1 night just to stay at other IHG property in Hong Kong and not in Intercontinental.

Arrival: Totally ignored by the bell staff at entrance. No offer for help with luggage or any greetings. Was travelling with my wife. We are young and humble, always carry our own luggage even if offered help, but an offer for help is always noted & appreciated.

Anyways we did not mind that much.

Check-in: Most horrible experience to date. Had a very cold reception by the lady at member's check-in desk, no smile in sight. Completed the formality of status recognition. No directions for elevator or information for breakfast before we left the counter.

No welcome drinks or fruits or welcome amenity as we chose breakfast as member benefit. All other IHG hotels never cut corners on welcome drinks and fruits platter in welcome amenity even if we chose breakfast. If we go in details and rules, they did nothing wrong, but this is what makes you different by going an extra mile to enhance the experience. They chose to provide mediocre experience unlike other IHG hotels.

Lounge access was not included in the room, which another IHG hotel in Hong Kong had offered us previously. Quite disappointing as this time we chose Intercontinental over that hotel in same price range for a change and experience it first time. Anyways, hotel policy, so we had to agree and move on.

Room: When reached at room, we noticed our room was downgraded by the lady at check in, from what I originally saw in my booking on IHG app before arrival. Now in the app was also showing the downgraded room. Went back to reception and again had to deal with same lady who finally gave us the room originally allotted which again started to reflect also on the app, but on lower floor.

This cunning behaviour and experience made us feel cheated and check-out immediately. I did not wish to give my business anymore to this hotel which lacks hospitality and honesty. Decided to cut short my stay by 1 night and checked out next day. Just to stay at another deserving IHG in Hong Kong.

Room had a great view of Victoria bay, but is quite smaller even for Hong Kong if compared with other 5 star hotels. Also bathroom is very small and does not gives a feel of staying in a luxury hotel.

If the view and location is ignored for a second, the hotel room and feel is like any ordinary old 3 star hotel . Does not feels like a 5 star. I had better experiences in Crowne Plaza, Indigo or Voco for their in room feel.

Breakfast: Options at breakfast were plenty. A decent spread as expected from hotel of this level. Staff was great too, in contrast to what we saw before.

Checkout: Check out process was breeze. Quick and easy. Bell boy offered us help this time which is appreciated but we declined politely as we prefer to carry ourselves.

I am thankful to Intercontinental staff that they atleast let me checkout 1 day before without penalty and saved me from further disappointments and ruining my getaway. I really appreciate their kindness for it.

I am travelling China - Hong Kong frequently, also travelling again next month but stay at Intercontinental Hong Kong was first and last. There are many better options from IHG itself within Hong Kong in same or even less price range.

I would recommend Crowne Plaza Causeway Bay or Indigo Wan Chai any day to any member who wish to experience luxury and hospitality...

The overall experience has not been good, however the initial experience appears to be language related. We had two seperate bookings, the first being a paid Ambassador weekend certificate, the second a points award booking. On check in we were advised we would need to move rooms, not an issue, and not a surprise at the time of year. We did request six months earlier to purchase a Club upgrade which we were advised would be 800HKD a night, no problems, the initial problems which were no doubt language related and appeared to be that we would not be permitted to access the lounge due to capacity, this was then clarified as being told it was very busy and sold out. Naively, I also thought think that paying the fee would include an upgrade to a Club Room, nope, standard room with upgrade to city view, again not a problem, it was the same room with a different view. The first Club Room was a Victoria Harbour View and it is an impressive view, however there was an overpowering air freshener used which was more chemical smell than fresh. When advised to change rooms were instructed to leave our baggage in the room and it would be moved to the new room. We advised Club staff at 9am that the baggage was ready and we would be out of the room for several hours. On returning about 2pm the new room was not ready and we would be called when it was. We did not receive a call. On return to the Club at 4pm the room was ready and were now told to wait in our room for staff to collect the baggage, the opposite of all previous instructions. We moved the luggage ourselves.

When asking about the Diamond me,her breakfast benefit we were told we had Club and were expected to have breakfast there, the staff member than stated we could indeed have breakfast in the restaurant if wanted.

We purchased a Festive Package dining experience for New Years Eve at The Mistral, not a cheap purchase at at $1280HKD each plus service charge.

The dining experience can only be described as poor. The initial experience was positive and the service good. The package was sold as semi buffet with a choice of main course. When requesting the included main course of sirloin my husband was advised it was no longer available, his response was, this is really not acceptable. As a special favour a sirloin was made available. On delivery this was one skewer of some sausage, one piece of sirloin, and two pieces of fat. The meal was returned and as it was poor and not the described dish. The lamb rack delivered to the me was delicious but the experience for both of us was destroyed. The Restaurant Manager did offer an alternative course which was declined, in amends he did compliment the wine from dinner. Neither of us felt inclined to have the included dessert as the whole experience had been ruined.

With regards to the Intercontinental Club experience, for the first two nights the staff ignored us, to the point that I literally had to approach staff twice to receive service. On our third attendance we were ignored for over ten minutes, when the male server did notice us and apologised profusely. On subsequent nights this man did provide exceptional service although the female staff continued to ignore us.

The club breakfast is very good, however we were again continually ignored with guests arriving after us being served. Two mornings in a row we sat there for over fifteen minutes without being approached, and had to approach staff to order coffees and the fresh egg options. Out of date yoghurt was in the breakfast buffet and pointed out to the staff.

As appears to be the norm, I expect this review will not be responded to by management, or meaninglessness platitudes offered for guests who were on a once only visit to Hong Kong.

Having stayed at Intercontinental Hotels in both Sydney hotels, New York, Los Angeles, Miami, and Malta, Puerto Rico and Cancun, this has by far been the most underwhelming and I cannot...

I am a regular business traveler and have been IHG Diamond members for a long time. When I checked in to this hotel on a Saturday morning (around 10:40 am) on January 20, 2024 and I had some of the worse experience in hotel checking in. I was on the preferred check in line (with only one couple in front of me asking a lot of questions) and there were two check in staffs on the preferred desk (with one lady only focused on the computer and not helping any customers - a big NO NO). There were no relation manager in the check in area (which disqualified thus hotel as a 5-star hotel!). Even after the regular line was cleared, I was still waiting in the preferred line. I was then "waved" to the regular check in area and the staff was not experienced. After the long wait, I went to the room and it was an old room and with a strong "fermented" food/milk smell. I went back to the check in counter and I had to join the line again before I talked to the same regular check in staff. I had a scheduled meeting at 11:30 am and asked whether I could have two keys and I could switch my room after my meeting in the coffee area and the answer was a NO. Then I asked whether the other room could be ready at 1 pm and I would come back to collect the key (note that they did not offer to bring the key to me in the coffee area - very inexperienced). At 1 pm, I went back to the check in area and I had to join the line again (the third time!). I finally talked to another staff and they told me that there was NO room for me to change (i.e., I have to take the room with smell!). This was different from what any reasonable hotel should do, i.e., always have a few rooms ready for this type of situation. I requested to have a full refund and to go to a different hotel and then the lady manage-in-charge came and tried to help. I was finally given a room which was not a good room but at least had no bad smell. The manager was polite and did allow me to provide details of my bad experience. Later, I learned that the hotel business center was closed (again, should disqualified them as a 5-star hotel right away). I was also told that I was not qualified for the club lounge access (as a Diamond member) although there would be staff that could help there with business needs (No business center access means that this hotel should not be classified as a 5-star hotel.) The lady manager did took some of my suggestions and two days later, I saw customer relation manager in the lobby. I finally talked to another lady manager two days later and she arranged me to meet with the GM and provided them my experience. They were receptive and promised me that they would look into this to try to improve. From a fairness standpoint, this is not a 5-star hotel at least on that weekend and some of the staff were obviously not interested to take care of business travelers. Therefore, I am here DEMANDING a formal apology from them on this experience (this is definitively not the experience that a business traveler should expect in a 5-star hotel). On the other hand, the management was receptive and promised to improve and this was positive. The manager did arrange for me to use the club lounge. I did mention that this experience need to be shared to be fair to other business travelers. However, asking me to go back to stay a few more nights again to see whether they have improved or not in the future is an interesting (and challenging) approach. A formal apology should be the first step towards restoring confidence. A outline of what they will do to improve will be another...