InterContinental Amstel Amsterdam by IHG — Hotel in Amsterdam

I tried to book a surprise dinner once and the service and communication between them (reception/service supervisor)and me was so complicated and seemed that nobody was informed about what I was trying to do(availability,hours etc),that in the end I had to cancel because I was frustrated.

I wanted to try another time so after a few days me and my partner call the hotels reception and..Trying to make a reservation for having dinner and make a surprise for my partner on her birthday.

On that day we wanted to find out if we can arrive there with the boat and park it at the hotel. When we called,immediately they held us on the line for 4 minutes. Somebody eventually answered but couldn’t help us with our question and that someone would call us back.Two hours later we had a missed call and we call back but nobody had an answer about if we can arrive with the boat. We waited to be called back which never happened.We called again twice to say that we really need to know as we were about to leave with the boat. After being put on hold every time for several minutes we got the reaction that she put it on emergency but still, never got a call so we decided to take the “risk”.

I also made a call and ask the receptionist if I can bring my 14,5 y.o. dog pet, a jack Russel terrier with me and they said that if it was a small dog on a leash we could bring him.

So we did. We arrived at the hotel and parked the boat in front of it. Nobody noticed our arrival,nobody came to accept us or ask us anything. When we take a seat the waitress informs us that dogs are not allowed. I told her that I asked at the reception if my dog was allowed and they answered me positively only but then again she just repeats that dogs are not allowed. Unbelievable reaction for a waitres at a 5 star hotel.

I had arranged to arrive earlier at the hotel and inform the reception that I want to make a surprise at my partner,give her a present and some kind of dessert in the end of our dinner.

Instead of a surprise,the waitress that was disrespectful about my dog by the way she handled it,she had also revealed at my partner that I had arranged a surprise for her and she also said happy birthday to her.

Amazing,I asked for a surprise and she reveals it from the first minutes. She ruined my surprise while I had informed the reception that it’s going to be secretly in the end and a surprise.

I went to talk to our waitress as I was upset and I explained her nicely that it was a surprise and that she shouldn’t reveal it,I had to repeat it three times because she was trying to support the fact that she revealed my surprise again with big disrespect and with a rude way. She didn’t even apologize and try to put the responsibility outside of herself. Finally I just asked her to bring the surprise present and the dessert 15-20mins after our last plate of food.

She sent the manager to tell us the same story about my dog and he added that they have a non-tolerance policy with dogs. Again we said that we called,they confirmed and we brought him so they should find a solution to host us. At this part he completely ignored and eventually said he would see what he can do to find a place for us.

In the end we got a nice but in the breakfasts area table and the food that we tasted was not at all a 5 star hotel experience. It was amazingly medium in taste and inspiration. We both liked the cabbage and the burrata but all the rest were so “not a 5 star level of taste”.

The supervisor was really nice and we could feel that he wanted to make up for it.

Overall,

this was Not a 5 star hotel service/communication/tastes and in general anything that we experienced that evening we were and are very disappointed as it was a special occasion and nothing went as it had to. It seemed that there was not a line that everyone follows and a Really Bad service concerning my surprise and how they handled my dogs subject. Nobody checked us when we arrived by...

We came here during our honeymoon for an evening's stay and had the most memorable service and experience with Intercontinental Amsterdam. Our early check-in was honored and was greeted by the entrance staff (Abdul and Luk) with such great great service as they handled our luggage and escorted us to the front desk. Frank at the front desk was ever so professional and was delight to work with. He made us feel special throughout our check-in process. We were offered refreshments and then elegantly brought to our room and was provided a quick tour around the room. As an IHG elite member, we were acknowledged by our upgraded room. Luk brought up our luggage and placed them for us. The room was delightfully classic and had every amenity we needed for our special night's stay. The decor was elegant, royal, yet kept a modern foundation to current guest needs. The bathroom was spotless, with functional separate shower, toilet and bathtub areas. Travertine/Marble flooring, giving the bathroom a great warm feel. Wardrobe closet had a courtesy umbrella, shoe shine and shoe horn kit. Standard safe to keep your stuff secure. Wet bar, had a good range of spirits and complimentary Illy coffee with an assortment of teas. Overall the room had its Amstel/InterContinental logo embroidered everywhere. Vintage art and classy German ceramics were sprinkled around the room. We freshened up and left the room for the evening and during our return, we had found that the hotel and their staff had setup an elegant surprise for our honeymoon. Rose pedals, decorated the entrance and every corner of the room. A bottle of Veuve Clicquot and hand-dipped strawberries to set the mood for the rest of the evening. I had called the front desk to ensure the hotel staff responsible for this action were credited. Upon our departure, the Concierge Aad helped us mail out our postcard and tend to our luggage needs. Location of the hotel is a little bit outside of the main Amsterdam attractions, but generally I prefer that for a comfortable and quiet stay. The hotel is a short walk to the metro and tram, and it is a quick couple minutes on the metro to the main Amsterdam sights. Note that the hotel is next to the river, which makes a great view from your room. My highest regards and appreciation to the management and staff of the InterContinental Amsterdam. Having stayed in many 5 star hotels, I can confidently say you are one of the best hotels we have ever stayed in. We look forward to returning to see you in the future and will have my recommendations for others to come as...

It seems like the staff in this hotel simply hates the fact of belonging to IHG group and make sure that anybody trying to use any benefits coming from their status feels that they are cheap skates who are there for freebies.

During our 1 night stay we were in contact with front desk 3 times - each time the conversation was starting with "ooo I can see you booked with us with points" - all of this was done in such a patronising way that we felt like we did something very wrong.

Our platinum ambassador status meant absolutely nothing apart from room category upgrade. No welcome drink offered, no usual fruit or water in the room (can live without it, but still this is something the IHG status guarantees).

When we asked for late check out - the answer was "but you booked with points", then when we challenged that we were again told that when booking with points the benefits of having a status fall and are no longer guaranteed and we were told "your room is already assigned to somebody arriving tomorrow" (mind check in time is 15:00 yet we have to check out at 12 because room is assigned to somebody else). Only after requesting to speak with the duty manager and a very long conversation we ended up being moved to another room, which apparently was not assigned and we could have late check out - however it was simply face saving excercise as we were moved to adjacent, next door room - same price category (so why the other person coming next day could not get this room?).

This is beautiful hotel - a bit old school and dated but still amazing, however level of arrogance of staff who act like they are part of the royal family who allow poor people to walk around their grounds is unacceptable. We noticed massive difference in the way we were spoken to when during the day walked casually in tshirts and shorts, and how totally different their approach to us was when at the check out we were in our formal clothing as we were heading to business meeting.

Spending over 100 nights a year in different hotels - I can confidently say - if you want to try this hotel for the sake of experiencing the property and it's amenities - go for it. When it comes to service and overall experience - avoid at any cost.

It was very first time for us to happily check out from any Intercontinental hotel.

Thanks guys for ruining our little...