InterContinental Wellington by IHG — Hotel in North Island

This isn’t a bad hotel but don’t expect a 5 star stay, this is a mid range hotel at best. We arrived at the hotel early so asked to drop our bags off (we did not ask to check in early as had an event to attend), the concierge took our bags and suggested we went to reception so they could notify us when a room was ready. We went to reception, they took my ID and credit card, adding this would save time later on and said they would text us when a room was ready. |We were not in a rush to get in the room as had other plans but went back 15/20 minutes before the check in time and the room was ready (no text received but our bags were already in the room). Again my credit card details and ID were taken, nothing had been done with them earlier so we saved no time and weren’t sure why this was previously asked for. This itself wouldn’t be too bizarre, but it was the same person both times! No welcome amenity at check in, in fact they had my status level wrong and when pointed out said ‘sorry don’t get disappointed you don’t that level of service’, what a welcome to the hotel. |We went to the room and the bedding was stained with a brownish mark so went back down to reception and they arranged for the bedding to be changed. Upon changing the bed the room attendant moved the bed and an apple and toys left by a former guest were revealed. We were then moved room, which was a shame as this was a clear downgrade from the space we had been in, much smaller, no couch or room for one. We were provided 2 drinks vouchers for the inconvenience, these weren’t used. It probably highlights the standard of staff, an unclean and badly serviced room results in a downgrade and an offer of a beer. |As noted in previous reviews on TA the bathroom could do with more attention, thick dust surrounded the large mirror, which obviously hasn’t been cleaned in many months. |In both the initial room and the new room there were 2 towels, we had 2 adults and 2 kids in the room, it’s not a major on its own but again shows the lack of attention to detail. The shower is large and spacious, the shower gel, shampoo and conditioner are approximately 2 metres from the shower head which is further than I’ve seen before.|The breakfast spread was identical to that offered at any IHG hotel. We ordered our barista made drinks as we entered and whilst tables who arrived 15 minutes after us had their barista made drinks, we did not, the only customers in the restaurant before us had ordered 2 teas, so unsure what the delay was or why other groups were prioritised (they were also families with multiple drinks). We were finished and ready to leave so were offered take away cups if we wanted, what we actually wanted was a drink with breakfast. Whilst the chef at breakfast was great and the saving grace of the hotel, great omelettes and great service, we didn’t bother eating breakfast at the hotel again, despite it being included in the rate. It took less time to leave the hotel and get coffee down the road than waiting for one in the restaurant. |Overall, for a hotel that claims to be ‘one of the best luxury hotels in Wellington’ it really misses the mark, is nowhere near a luxury standard and should probably be rebranded to Holiday Inn Express. For a business overnighter where you just need a bed for the night and aren’t worried about the facilities it’s ok, but I won’t bother with a personal...

I am writing to express my disappointment and frustration with the service I received during my recent stay at the Intercontinental Wellington between January 28th to 29th, 2024. As a loyal IHG member and Ambassador program participant, I have always trusted the quality and standard of IHG properties. Regrettably, my experience at the Intercontinental Wellington has left me with significant concerns about the level of service and carelessness displayed by the hotel staff.

My first issue arose with my request for an early check-in, which I had made one week in advance. While I understand that early check-ins are subject to room availability, I was promised by the staff that I would be contacted as soon as a room became available. However, my partner and I ended up waiting at the lounge for hours without any information, until we approached the staff and discovered that our key cards had been ready for pick up at the counter for an extended period. This lack of communication and failure to fulfill a promised service was highly frustrating (Please also note that the dedicated check-in counter for Ambassador members, as advertised, did not actually exist at this premise and Instead, I was forced to wait in the same line as every other guest.)

When I raised my concerns to the receptionist, they insincerely apologized and quickly attended to the next customer, brushing off the issue rather dismissively. This disregard for customers is disheartening and reflects poorly on the Intercontinental Wellington.

Another significant inconvenience occurred when my partner and I discovered that there was no hot water available for our morning shower. We were later informed at check-out that the hotel staff had been given notice of a scheduled hot water outage for maintenance between 11 am and 2 pm. However, we were never informed or alerted to this situation, causing us to endure a freezing cold shower. Such a lack of communication is unacceptable, and it undermined our comfort and satisfaction during our stay.

My family and I including my parents are members and frequent guests of the IHG brand, with stays in various IHG properties worldwide, we have never encountered such a disappointing experience or felt so undervalued before. The level of service and carelessness exhibited by the Intercontinental Wellington is far below the expected standard for a flagship brand like Intercontinental. This raises concerns about the quality of service we may encounter during our upcoming stays at other...

A fancy hotel in the heart of Wellington, a stones throw away from bars and lots of places to rent, shop, and more!

I stayed here for just under a week and its a nice place. I found that ALL staff were super friendly and went out of their way to assist no matter what the issue was, or the request. The staff in the Executive Lounge were great at all times! I can't remember their names, but very helpful and should be pat on the back! Thanks!

The food in the lounge was always fresh, and changed from night to night. Sometimes the service in the morning or evening got really busy in the lounge and they needed more staff, but it was great. Drinks, a great view, something to eat before dinnner, and plenty of options to choose from. Breakfast in the lounge was also a winner, freshly cooked eggs by the chef, yum!

The room was nice and comfortable, i got upgraded to a king room, not much a view which was disappointing as a top tier Diamond member, but it was comfortable and the bed and pillows were devine !

Gym is currently under renovations, so thats a shame, no sauna, and there is a make shift gym on the 1st floor to use, but hopefully that will be finished early new year.

The printers in the lounge are very old school, no ability to air drop and print through Wi-Fi! Get with the times, spend some coin on new printers to make life easier! Super hard to get a document printed, and scanned, but the staff in the lounge managed to do it for me after a while, but this should be something to action - new printers / scanners.

The lounge was always cold in certain areas, the aircon doesnt cool the lounge area evenly, a lot of people i noticed were making comments and leaving the lounge early because of this issue.

Overall the stay was pleasant, the elevator screens need to be looked at, always flicking, and signange to the lounge isnt well displayed.

Staff all very welcoming and friendly, and i would be happy to stay here again, especially when the gym and sauna re-open!

Thanks for the stay! Well done to all your staff for making my...