InterContinental Real Santo Domingo by IHG — Hotel in Santo Domingo

This hotel was beautiful but unfortunately my stay had areas of improvement. I came on a business trip to Santo Domingo and decide to stay on this property since I’m a Diamond Elite with IHG rewards. The check in process was quick and smooth. The room was also very clean and beautiful. Upon the first hour of my stay another guest opened my door and proceeded to come into my room. It seemed that the front desk assigned my room to another person. The other guest apologized as we both looked at each other with some embarrassment. I quickly phoned the front desk but the phone rang and rang until I had to leave a voicemail. After a few minutes the front desk called and apologized stating that it was human error. I asked them to verify that I am the only guest registered to my room and they assure me it was human error. Once they verified they said “ thanks, for understanding it was human error and have a great stay”. They never asked me how I felt or if there was anything that I needed for the inconvenience. I work in the service industry and was actually in town to give a Customer service seminar …. So this experience Or inability to properly handle this really bothered me. I went out for dinner and upon return when I arrived to my room my key did not work. Since they made a mistake and re-keyed the room they never bothered to give me the new key. Instead I had to get to my door and go all the way back down to front desk to get my key remade. Once I arrived to my room there was a fruit bowl waiting for me with a note to apologize. While this is a great gesture … I don’t like fruits. Unfortunately their attempt to resolve only made me feel worse because if they had simply asked then it could have been handled very differently or easily. My major call to attention would be to the staff. Whenever situations like this happen. 1. Simply apologize to the customer … Offer a reason/ explanation Ask customer how they feel Offer solution if needed.

Do not assume a solution for a customer/guest because at the end of they day you are not solving the issue.

If you guys would have simply asked, I would have probably just accepted your apology without any issues as I also work in service industry and have also worked in a hotel in the past and know that I won’t be the last guest this happens to since we are human and mistakes happen. Most importantly you guys have so much at your disposal to make it up to the customer and suggest next time offer the guest some options. When you offer a guest options for compensation…… you are empowering the guest make a choice that benefits them and ultimately makes them feel great because they chose a solution that best...

I had a fantastic stay at the Intercontinental in Santo Domingo. This was my second stay here this year, and the service was just as excellent the second time around. I tried to remember the names of the staff, but all of them gave me such excellent service. I did not want to leave anyone out. From the guys standing in front of the hotel and opening your car door to greet you. From the bellman who gathers your luggage.

From the friendly smiles from everyone working the front desk, including the supervisor. They even game me options to upgrade my room for a reasonable price to enjoy my stay even more. The housekeeper was pleasant and accommodating. The staff that works the pool area. The staff and cook who works in the lounge on the 21st floor. The security guards who make you feel safe during your stay. The young lady who works in the gift shop. The bartenders on the first floor and hostess and waiter in the restaurant. After just one day there the staff that I had an encounter with greeted me by my name. That was most impressive that they took the time to remember my name.

The restaurant has a live band on the weekends. They even had DJ who played great music on the weekend to enjoy and relax to by the pool.

When I left, I thought I left my wallet in the safe. They took the time to make me feel like a priority when I came back to look for it. The front staff assisted me in the room with the bellman to let me in and even helped look around the room. They also called security to look at the cameras to see if anyone had entered the room after I check out. Thank God, I found it. This hotel to me is the best hotel to stay at in...

I recently had the pleasure of staying at the Intercontinental Hotel in Santo Domingo, and the experience exceeded all expectations. From the moment I entered the grand lobby, I was captivated by the elegant ambiance and attentive staff.

The rooms were a true haven of comfort, boasting modern decor and luxurious amenities. The attention to detail was impeccable, from the plush bedding to the well-appointed bathrooms. The panoramic views of Santo Domingo from my room added an extra touch of magic to my stay.

The Intercontinental's commitment to customer service was evident throughout my stay. The staff was not only professional but also genuinely warm and accommodating, ensuring a seamless and enjoyable experience. The concierge was particularly helpful in providing valuable local insights and recommendations.

The hotel's amenities, including a well-equipped fitness center and a refreshing pool area, added to the overall allure. It was a perfect retreat after a day of exploring Santo Domingo.

In conclusion, the Intercontinental Hotel in Santo Domingo is a jewel that offers a harmonious blend of luxury, comfort, and impeccable service. Whether you're in the city for business or leisure, this hotel provides an oasis of tranquility and sophistication. My stay was nothing short of exceptional, and I wholeheartedly recommend the Intercontinental to anyone seeking an unforgettable experience in...