My girlfriend and I have never been made to feel so unwelcome in a hotel in our entire lives.
From the moment we walked in we noticed there was some filming going on. No problem. However the fact that this took over the entire reception/check-in area was a massive problem. After climbing over the camera crews' gear, we were greeted by a slightly scruffy looking man who failed to make eye contact with us but did hold his hand in our faces and say "one minute." Keep calm, I thought, give the hotel a chance. But this rude and lackluster service continued for the entire conversation. The room wasn't ready to check-into, but this was fine, as long as we could leave our luggage... We then watched as our bags were picked up (eventually) and dumped and left unattended at THE FRONT ENTRANCE. After watching them left unattended for around 10 minutes (just so we could see how long they would do this) we eventually brought them back to the porter and asked him to please put them into storage this time as we didn't feel comfortable or secure leaving them like that for any length of time.
When we eventually got to our room, we thought - "Great! The reception/service was terrible, but the room has totally made up for that!" - The view was great, the bed LOOKED great.... Until we noticed it was 2 twin beds stuck together. Everything else seemed fine until we came back that night to go to sleep and the room was SO hot. We tried for ages to turn the air-con down, and it didn't work at all. Considering it was -15 outside, who'd have thought you'd be too hot to sleep in your hotel room. Because we had the air-con blasting all night, we woke up both feeling pretty rough, dry-eyed and just pretty disappointed at a really rubbish night's sleep.
We had a full day of travel ahead of us the next day and trusted the Intercontinental's fine reputation to give us a high standard of care, comfort and relaxation before we left. All we left with was bitter disappointment and a feeling that we'd walked into the completely wrong hotel. Maybe this was because we didn't book on the hotel's website? Do they treat customers from Expedia etc. as 2nd class citizens? Were we not 'posh' enough? I really don't know, but would appreciate some feedback on these matters.
One final thing to round off our stay was the reception staff not saying a word to us as we checked out. No - "Did you enjoy your stay?", No - "Have a safe trip." No - "Thanks for staying with us." Nothing.
I can't say enough about how disappointed we feel, it's probably not a strong enough word.
But while the rooms may look 5-Star, there's nothing that will hide the fact that The Intercontinental Hotel Warsaw has the customer service and reception etiquette of a 1-Star hotel or motel. Please address these issues.
PS. A hotel of this standard charging for WiFi in the rooms in 2013 is ridiculous.
- Official Description (provided by the hotel):
- The five-star InterContinental Warsaw is an impressive addition to the ever-expanding skyline. Located in the financial district opposite the Palace of Culture and Science, the hotel is a short distance from the main railway station, charming Old Town and the Warsaw Philharmonic. Well worth a visit are the Frederic Chopin Museum and Åazienki Park. ... more less
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