InterContinental Osaka by IHG — Hotel in Osaka

Date: 25-29 Jan, 2023, to celebrate * New Year with family of 6 in The 3 bedrooms residence. Family trip with old parents after 3 Covid years. We had been stayed in the Intercontinental Osaka every times we travelled Osaka. This time, I was so excited I had booked the three bedrooms residence to surprise my parents where we can spend 5 days to live together in a super luxury apartment compared with our HK tiny apartments . Unfortunately, we had a very impolite check-in experience. We Drive and off luggage from the car entrance, with more than 6 luggage. No one at the drop off area and we took our luggage off the car by ourselves. Going up to the upper floor for check-in the staff at Concierge Surname Kim (checked he was a Korean) informed me I had only paid for 2 people but stayed in their 3 bedrooms residence and required me to pay the rest of 4 peoples' tax and service charge before I go to room. I had spent a long time to argue with him as I told Kim I did press 6 people stay when I did the booking and asked Kim to check with Trip.com first. My brothers came over and asked me what had happened and why took so long for check in as parents felt tired as we just got off the flight from Okinawa. I asked Kim if we can go to room first and he passed me 2 room cards. as we had 3 couples and asked if we can have 1 more card, he was so rude when he gave me one more card. Also Kim did not ask any other staffs to lead us how to go to the residence floor, how to find the elevator (i think is not easy to find if I am the first time staying there) he just passed me the key cards with NO words and we went up by ourselves together with our 6 luggages. this is our first time staying in residence floor, we found our room by ourselves, we went into the room by ourshelves, tried to find switches by ourshelves as the lights are off when enter, no light at balcony and we don't even know how to go out the terrace! Some of the bedrooms doors are closed, so I tried to open it and suddenly I opened the door and it was the public corridor! Scared me. I called the housekeeper as there are not enough bathroom floor mat and no handwash in the powder room, the house keeper staff was very helpful and I tried to express I felt very disappointed for what just happened. Few moment later, a staff (I found out he is from Concierge) who is American Japanese, he we really helpful and apology for what had happened. That made me felt better, but honestly, thing had happened in the 5 Stars Intercontinental Osaka and cannot date back. Finally I showed him the proof of what had happened when I pressed 6 from the Trip.com, and they trust me and told me they will communicate with Trip.com. I would like to say thank you to the front desk ladies who had helped us to do the restaurant bookings and suggested us where to go after heavy snow instead of driving down to . Kyoto. it was helpful. Finally, I must say why this unhappy experience had happened was due to Trip. com. The tricky thing I found out from the confirmation of Trip.com is: I pressed 6 people for this 3 bedrooms residence. And the price was for one whole residence. BUT when I print out the confirmation, I found out it marked down 2 people in one bedroom. this is the tricky part. For me, that means 2 people x 3 bedroom. i.e. totally 6. But for hotel, what I had got is a very impolite and rude reply from concierge staff is I DID NOT PAY FOR ANOTHER 4 PEOPLE! And I felt so embarrassing as my family was thinking I did not pay enough people because of saving money, Very upset as I have not think I had this poor experience after come back to stay at...

My friends and I stayed at the Osaka location from 09/29/2023-10/04/2023. Our stay was pleasant. The condition of our room was not amazing for a 5 Star Hotel. There was heavy scratches on the hardwood floors, and water rings all over the wood work along the window and desk. Also I noticed that with the hotels in Japan, most say they don’t have any rooms available for upgrades. We always book through AMX platinum Luxury Collection. All the hotels that we’ve stayed at offered us upgrades, except for Japan. They always say polity SORRY. The reason why I’m writing this review is because my Laundry was ruined by the cleaning staff and they denied any responsibility. They said they followed the laundry instructions on the garment instead of my request. We had black that became faded, shirts that shrank one size, brand new garments that also became faded. The garments also appeared to be over pressed because the hand feel of the clothes were dry and not soft. I specifically asked for dry cleaning to avoid to situations like this from happening. Garments included, Alexander McQueen, Gucci, Versace, Fendi, Moncler, We were leaving the next day back to Tokyo so I didn’t check. the garments until we arrived to our destination. Also our garments were all packaged in plastic. I called the hotel asked for the manager once I noticed the problem. I spoke Nori Kanemori - Executive Housekeeper about the issue and promised to send her photos once I arrived back home. Once home I sent her detailed photos of each garment flat and on to see how much the garments have shrunk and faded. She said they would investigate what had happened. Also I sent Laundry instructions as well. Their investigations said they followed the Laundry instructions on my garments and not as how I requested because it didn’t match. I have many of my clothes dry cleaned so they don’t fade or shrink and I’ve never had a problem. Since I’m in the fashion industry I know how fabrics react the cleaning. She said that since they followed the Laundry instructions they were not at fault and owed my no compensation for my damaged clothing. I told her that if there was a conflict in what I requested and what the laundry instructions recommend, wouldn’t it be wise to ask the guest what they want? They never asked. I really think they over laundered, over dried, and over pressed my garments. Some of the garments said dry flat and light press inside out. How could they do that? ||||Her explanation was that she followed the manufacturer’s washing instructions and it’s the fault of the manufacturer. On some of the instructions it said hand wash dry flat and light press inside out. I don’t think any of that was done. That’s why our clothes shrunk and faded!!! I tried to copy the letter from the hotel on this review, but the website said I was plagiarizing. That’s why I have been having a difficult time posting my review. They management basically took zero responsibility for their mistake and that if I were to visit them again they would make things better. Why if I go back to Osaka, would we come back to this hotel???? It’s just a polite way of them saying we’ll try to make things better if you give us a second chance. Why don’t you make me feel better by doing something now!!! You’re a multi million dollar business, you can afford to compensate in some way. There will be no second chance with this hotel. ||||Every time I see my damaged garments reminds me how I will never stay or recommend this hotel to anyone. I will hope that anyone that reads this will avoid staying or doing laundry with them....

Firstly, the location. If you’re traveling from KIX and taking an express train to Osaka Station, then it’s a breeze as this hotel is located near the station. You have to walk through a mall connected to the station, and the only tricky part is knowing which gate to exit from. Sent an email to the Concierge prior to arrival and the Ms. Momone Asanuma assisted me with useful information.

Upon arrival, Concierge team were at the entrance at Level 1, and will guide you to the lobby. The ladies at the Concierge were always helpful and ever ready to render assistance to their guests. Taxis will drop you off at the driveway right outside the elevator landings on the ground floor.

Check in was quick and efficient. I can’t recall the name of the gentleman at check in, but I do remember he had a Korean name. He displayed excellent service and I felt welcomed right away.

InstantService operators were always answering calls promptly and politely.

Room Service staff who attended to my in room dining order was a lovely gentleman with a polite demeanour and was also quick to set up the side table and to clear it as well. It is unfortunate that I forgot to ask his name but I hope he receives word of my praises.

On one of the nights, I needed to take an important medication in the morning for my asthma. As I had taken drowsy medications the night before, I worried that I may oversleep. I requested a wake up call, however, I did not hear the phone ring as I slept too well on the very comfortable bed! Due to my deep slumber, i ended up troubling the night duty manager who had to ring my door to ensure I woke up. How embarrassing of me, haha. And very kind of the night duty manager. It was of high importance that I took my medicine, and I’m extremely thankful for the night duty manager who diligently made sure I woke up so I didn’t miss my medication :)

I stayed in 2324, which was a corner room. I was assigned an upgraded room due to my membership status, the hotel team certainly extends loyalty recognition to members, thank you IC Osaka :)

Room size was spacious, very much like a suite room. The TV was a little confusing at first, as there are 2 remotes and the buttons are in Japanese. I loved the bathroom. Warm steamy rain showers are my favourite way to relax. And a deep standalone bathtub to soak in was perfect after the shower.

Breakfast staff were wonderful and courteous. Fair selection of western and Asian foods.

Check out went smoothly with another kind gentleman who assisted me with the process.

I had a wonderful time in IC Osaka and I definitely hope all the staff mentioned, with/without names, will be given the praises and recognition they deserve. Forgive me for forgetting their names, but they really served very well! I wished I could stay longer, but I had upcoming trips to other prefectures. Nevertheless I will return to JP this year and I look forward to...