InterContinental Bandung Dago Pakar by IHG — Hotel in Java

Start from your WhatsApp text to confirm my arrival, in my view this is unprofessional, I do not believe this is inline with Intercontinental Policy as one of the upscale Hotel Chain. I do believe, if you aim to seek confirmation from the guest, a courtesy call should be made.

The Property:

Your pools in the concierge area were visibly dirty, yellow substance were noted on the based of the pools. A sign of poor pool management.

Low Water Pressure in the Shower; this is due to low temperature from Hotel Hot Water Supply, I do believe it is lower than 40 deg. Celcius. Therefore, the guest would be able to mix the hot water with cold one to increase the water pressure whilst showering.

Incompliance with WHO Water Safety, your hot water supply should produce hot water with at least 50 - 60 degrees Celsius in its delivery line; Not only for the guest comfort, but also to protect the guest from Legionella sp proliferation within water system. Pls Check the reference of International Water Safety Standard and what is so dangerous about Legionella infection to the person, plus consider your patron age range which include kids, babies, and elderly where some of them could be having impaired immune system.

Unconfortable bed, room 916, our "upgraded room" has out of shape bed, the bed frame was deformed. Lack of supervision from Housekeeping team leader, should we change the bed and the mattress maybe??

Club Sandwich, ordered through In Room Dining, it was served on the plate, covered with plastic wrap?? WHY?? do we have a proper plate covers, that were cleaned, sanitized and polished maybe as shiny as Intercontinental Hotel Brand?? Your plastic wrapping made my club sandwich and potato chips soggy, mate. Is the plastic wrapping part of your Luxury Service??. The cutlery box, contained only fork and knife, without a NAPKIN???? even a PAPER NAPKIN? I do believe your team leaders or managers need to re-open their service SOP.

3 times knock. April 6, 09:00 hrs, Housekeeping Team knocked our door, asking when the rooms could be cleaned?. I advise them to return at approximately 1 hour, at 10 am, I got 2nd Knock on the door, so I advise them that my lady wife was asleep, so, when I am ready, I will leave the room, and press "Clean Button" on the door. and at 11 Am, I got another knock on the door, asking the same question?

Seriously??!!!! when you know that your guest is inside the room, please WAIT till they go. We are the paying GUEST in the property, RESPECT that.

We addressed the issue to the Front Office that morning.

3 Times Operator Call, April 6, 18:00 hrs we returned to the Hotel, hoping that we could pray (Maghreb) and rest. During our Maghreb prayer, the phone rung, 3 times. We felt disturbed.

At approximately 19:20 hrs, the phone rang, this time I answer, the operator advise me that there were Housekeeping Team outside my door would like to see me to apologize for the earlier incident with door knocking.

These happened with DND on our Door.

Ladies and Gentleman, I do not believe the above is the appropriate way to contact the guest. I do believe there are subtle way to reach out to the guest to recover your service mistakes.

Whilst I understand that HK team is trying to make the gesture of good will by providing us extra bottle of water; but do you think extra bottle of water is equal to the comfort that we lost as a guest?? is this gesture representing the service style of Intercontinental ??

Bathroom Amenities, compared to other Hotel Brand which has lower stars than Intercontinental, your variety of amenities are POOR.

Breakfast Service, April 6, the venue were in one of the lounge, which is fine, it is due to the high occupancy.

April 7, the venue were return to the restaurant, in both days, there were no Server or Restaurant Supervisor that saying Hi or Checking of "How is the food?" Well, as a person who live and work within Hotel Industry, this is STRANGE for me.

Your breakfast service is chaotic, restaurant lay out is not easy workable for your Server, making the service delay. Your team service knowledge is poor and inconsistent; I requested a cup of hot water, the gentleman (server) came with a cup of hot water, without saucer, after almost 5 minutes finding where to get the hot water from. Your Water glass was cracked, I asked the server to replace it. All these is a result or poor supervision and management.

Your buffet plates were spotty with water marks, proof of your dish washer failed to replace the ware wash machine water regularly, and failed to check the ware wash Final Rinsing system.

Checking Out, your front office personnel was kind enough to listen some of our concerns, I do appreciate that. The funny and INSULTING part was at the end where she gave us 4 cans of POCARI SWEAT in the paper bag, where the same question came up "Is the 4 CANS of POCARI SWEAT equal to our loss of comfort in Intercontinental Hotel Dago Pakar?"

I live and work within Cruise Industry, my work is heavily related to Environmental Health, Water Safety and Sanitation are my passion in life.

I choose Intercontinental Bandung seeking comfort of Hospitality, but then I was wrong. I personally feel that the above mistake is easily avoidable if you practice the art of understanding and anticipation, knowing what's appropriate, acceptable and suitable, it is the art of Hospitality that I...

Intercontinental Bandung is a 3 star hotel that identifies as 5 star. My review is based on my 2 nights experience. This is not a paid corporate company stay as most of the customers in Intercontinental. staff are nice and polite however they lack knowledge of a 5 star hotel requirements and fail to meet customers expectations. They lack basic skills as attention to details, service recovery and ability of delivering a 5 star experience. Comparing with other 5 star hotels I stayed in Bandung, Intercontinental do not have the capability to make the customers welcome and create a positive experience for them.

My first situation was the following: My booking had the breakfast and dinner included. As per the information received on email provided by Agoda, dinner supposed to include 3 course or buffet option in a designated hotel restaurant. Pictures of the menu presented to us were attached to this review. Part of the 3 course menu was a beverage and no appetizers were available. Upon asking about clarification from the staff I was informed that the beverage is considered as part of the 3 course dinner menu and the only appetizer available would be the caesar salad. While speaking with the restaurant assistant manager I told her that information communicated on email should be correct and specific and should mentioned that the 3 course menu is based on a limited options and basically what customers will get will be a 2 course (main course and dessert) and a beverage. Given the situation myself and my wife decided to dine outside at another restaurant. Basically we pay for 3 course menu and we did not have any dinner in the hotel. No refund was given and only apologizes were extended which did not helped very much. This is not a 5 stars treatment. 2nd situation was the following: I booked a twin bed and I kindly asked if I could changed it to king bed however staff informed me that is not available. Shortly after that I checked on Agoda and Booking and they were still rooms with king bed available. I highlighted to the staff but again I was informed that the rooms are not available. Once we received our twin room I noticed a big difference of view between what the hotel is advertising on Agoda.com and what we received. Pictures were attached to this review and the difference can be clearly visible. After speaking with the staff again we moved to the room that actually has a view similar to what they advertised. Few honorable mentions: Lack of attention to small such details such as: Offering tea and coffee for breakfast and forgetting about it. Air conditioning was broken in the second day. Engineer was informed and the issue was partly fixed, however nobody checked if the matter was fixed and ensured our comfort. During check out the receptionist did not bother even to ask “How was your stay?”. Things that are basic in any hotel. These are small things that make a difference between 3 and 5 stars hotel. I would like to mention that during our stay, hotel manager did not bother to talk to us and try to clarify the situation. I believe that is a manager duty to ensure customers comfort during their stay. Either manager did not care or was not informed, ether way is a lack of professionalism. Please make yourself a favor and book another hotel where you will be valued, welcome and your money will not be wasted. My opinions are based on my vast experience of traveling and staying in 100+ hotels of different levels and I am able to observe small things that make the difference between top hotels and average ones. P.S. From what I noticed Intercontinental customers are mostly big corporate groups and they mainly focus on them. They do not really care about other customers as their main revenue income comes...

One reason why we choose this hotel among the other 5 star hotel is their exceptional and amazing breakfast experience. But we were taken by surprise to know that all other food service that they have (we had room service and dining) were all exceptional in taste, service and quality.

The journey starts when I book the room through their IHG app (yes, most of you might be aware that using a travel app might save you time but trust me, using their own app has a much much better experience). I was recognized as a member of the app and the check in was really smooth. They greeted me and my family and offered a welcome drink (it's an infused water, which is nice) and a small cup of ice cream which my son really loves it. There's a small lounge near the check in area which has big glass and an amazing view right when you walk in.

We were shown to our room and it was magical, not only because the room was huge (we had a premier king - high floor) but the view was also spectacular. All amenities are in high quality and they use Byredo Bal d'afrique which has a pleasant smell. The bath tub placement is excellent as it directed towards the mountain and golf view. The bed, pillow and the blanket was in a superb condition as well. There's a wardrobe room together cabinet with a safe and you wouldn't guess their fridge is located in a wooden box.

The pool area is nice and has a kids friendly pool, the heated water helps to fight the chilling weather of Bandung Dago Pakar area, but unfortunately due to renovation, we couldn't use the changing room nor the toilet around the pool area and was instructed to go to our room directly to get change. Now it's a hassle if you still want to swim but had to go to toilet.

Going to the reason why we choose this hotel was our breakfast and dining experience. Agung, one of the head butler was really attentive in supporting our breakfast experience, he recognized us and immediately offer to bring food to our table according to our selection. They rotated the local delicacies each day but the international dishes remains. They have a really nice pastry selection, not so much cheese option (brie and usual cheddar slices), dim sum and siomay, fried rice, fried bihoon, soto betawi, soto ayam, chicken porridge, omelet, roasted chicken, soufflé, waffle, cereal with selection of soy, skimmed and full cream and there's plenty more that you should try yourself.

Kudos to Rafika our guest relation ambassador who was taking care of us during our stay and provided all the needs that we need.

If you prefer to stay in the hotel, you might opt to choose the weekend as it has more activity for kids, but if you prefer serenity, a few days stay during the weekdays is perfect.

We look forward to stay in this hotel again in the future and we would like to try staying in...