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“Very disappointed”

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InterContinental Sydney
Ranked #24 of 178 Hotels in Sydney
Certificate of Excellence
Scotland
Level Contributor
51 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 23 helpful votes
“Very disappointed”
Reviewed January 15, 2010

Chosen for its location and opportinity of the best view of the fireworks what should have been a memorable occasion turned out to be a bitter disappointment. Lesson learned - check & double check everything you believe you are paying for or suffer the disappointment we did.
Sadly caught between hotel and travel agent we have no one accepting the blame which if we had known the shambles we were going to would have booked elsewhere its not like th only hotel in Sydney!
Having stayed in Cairns, Noosa then Sydney with this being by far the most expensive it was by far the worst for simply not delivering what we belived we had booked.
Starting point was on check in where as a company of two families each requiring two rooms and specifically requesting adjoining rooms to allow our children to be next door we were firstly met with rooms not being ready at 3 in the afternoon, then being informed that adjoining rooms were request only and that they were VERY busy we ended up with 7 floors between parents and children! Wec then had the fiasco of being given a smoking room which to non smokers is nothing short of vile!
Simple requests of he staff therafter simply became ridiculous with room changing between the wrong rooms, fumigation of the smoking room multiple times, no access to the rooftop lounge which only after complaining were we grudginlgy afforded limited entry. Piece de resistance yes you've guessed no access to rooftop for the firworks the whole point in booking this hotel and trust me we checked on numerous occassions that we had this access.
The staff in reception were less than helpful, very pretty but less than helpful and certainly not what you would expect from a top class hotel.
VERY VERYdisappointed in this hotel wouldn't recommend it to anyone, I wouldn't expect to have to carry e-mail evidence as proof to any hotel and have never had to before - to be honest I felt less like a guest much more of an irritation to busy people!
Our NY firworks were saved by joining my nephew on the rooftop of his very small hotel in Kirribilli where the owner was delighted to welcome us to a wonderful evening of buffet, champagne and fantastic never forgotten fireworks show.
Enough of the rant but please double check before you think of booking this hotel!
NB 2nd week in Crowne Plaza Coogee was fantastic and so much more enjoyable with great staff always willing to help.

  • Stayed December 2009, traveled with friends
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank DoubleDScotland
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Peoria
2 reviews
Reviewed January 14, 2010

The Christmas Buffett dinner was priced at $150.00 each!! We found that out and cancelled our reservations - had a fantastic seafood dinner in Darling Harbour for $75.00 vs the $300.00 they wanted!! Spend your food dollars elsewhere. Room service one night - the worst Rueben I have had in my life and a cardboard quesadilla was $62.00. Stay in Darling Harbour - take the ferry to Circular Quay. The meal $$$'s alone will more than pay for the ferry. Never stay there again - no where to go to eat that is under a 1 mile walk. Indoor pool cold, no spa, NO ACCESS TO ROOF TOP LOUNGE UNLESS YOU UPGRADE AND ADD $150.00/NIGHT. YOU CANNOT EVEN GO SEE THE VIEW. NO ACCESS.

  • Stayed December 2009, traveled as a couple
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank ddcjv
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Perth
Level Contributor
69 reviews
22 hotel reviews
common_n_hotel_reviews_1bd8 42 helpful votes
Reviewed January 12, 2010

Overnight stay on layover.
Priority Club room upgrade was Watsons Bay view from City view.
Room was quite and clean.
Location is great for Circular Quay and Opera House
Business centre closed on weekend.
Didn't feel warranted paying $150 extra/day for Club access.
In comparison to other five star properties had a four star feel eg not a single member of staff adressed any of us by name or asked if we had enjoyed our stay.
Location balanced staff performance to "average" which is a disappointment for five star.
Probably will not stay here again if given a choice of ICH group sites.

  • Stayed October 2009, traveled on business
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank DiggerDeals
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
interconsydney, General Manager at InterContinental Sydney, responded to this review, February 3, 2010
Dear DiggerDeals

As you aware via our previous contact, we do respect your request to remain anonymous, however it does assist us greatly being able to follow up on guest feedback which then enables us to correct areas which may require additional attention.
We do hope we have the opportunity to welcome you once again in the near future.

Yours sincerely

Fred Matti
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Surrey
Level Contributor
9 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 8 helpful votes
Reviewed January 8, 2010

Stayed at the Intercontinental from 26/12 - 2/1 in a Club Level Room.

We were lucky enough that our room was ready at 8am on our day of arrival which was much appreciated. Check in was a drawn out saga with the receptionist asking if I was aware of the higher room rate for 3 days over NYE. Of course I was as it was already pre-paid via Trailfinders in the UK which she could not really grasp and failed to listen to what I had told here and she started to verge upon being a little rude saying that I was not listening to what she was saying. Nevermind.

Room was spacious enough but the bathroom was just far too small and I would say need urgent updating.

The advantage of having a club level room is that you gain access to the roof top bar/lounge. This is great for breakfast with a great selection. I would say that the service for a cup of coffee is a bit slow and most of the morning staff have no personality. On once occasion we accessed the lounge with 10 minutes of breakfast service still availiable only to be told that service was finished and they were clearing food away. I did complain to reception who dealt with the problem very well buying asking us to order breakfast from the main lobby bar and this was supplied free of charge, as it should as the breakfast is included with all club rooms.

The Club lounge has amazing views over the Harbour bridge and Opera house and also offers a twilight bar service between 5-7pm. A good selection of drinks as well as small nibbles and a tasting plate. Again, the staff are a bit wooden with not a great deal or personality.

Hotel location is good being a five minute walk from Circular Quay. You may want to grab a taxi just outside the Phillip Street entrance of the hotel rather than they main car hub as by the time it works its way out of the labrinth underneath the hotel it's already racked up a $.

Overall I would probably stay at the hotel again, however, after staying at the Intercontinental in Hong Kong the standard of staff is so different, Sydney probaly having some of the worst staff I have encountered after staying in many hotels of a higher standard.

  • Stayed December 2009, traveled as a couple
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank economynomore
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
interconsydney, General Manager at InterContinental Sydney, responded to this review, February 3, 2010
Dear Economynomore

Thank you for your feedback, as you are aware via previous contact, your comments regarding service levels are appreciated as at times this is the only way we are made aware of a guests experience.
We are pleased that overall you enjoyed your stay with us and we do look forward to having you return in the near future.

Yours sincerely

Fred Matti
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Perth
Level Contributor
107 reviews
23 hotel reviews
common_n_hotel_reviews_1bd8 47 helpful votes
Reviewed January 5, 2010

We went to Sydney to see the ballet and catch up on some of Sydney's great restaurants. We stayed at the Intercontinental due to their having a package which included stay and ballet tickets. We organised a limo transfer from the airport which was on time and the driver polite and courteous. On arrival at the hotel the reception gentleman was curt and waved at us to come over to him. First impressions are lasting impressions. He could not answer our questions re the tickets for the ballet and said without asking anybody that we had to go to the Opera House to pick them up. I let it go and when we got to our room, contacted the Concierge who then organised everything for us. What a gentleman - Why the receptionist told us that we had to collect the tickets ourselves, was a mystery to me and had we not have been on similar adventures previously, we may have wasted our next day running around trying to find our tickes. It just proves to contact the Management if you are not satisfied about things.
Apart from that little fiasco we loved our stay. The two gentleman Concierge's were fantastic and helped us plan our leisure time in Sydney. They are a credit to the organisation. Special comments are due to the gents at the entrance to the hotel who open the car doors for us, call taxi's and great us so politely. They are a great asset to the hotel. We will return and shortly. Try the main restaurant it was fabulous. We had a great room overlooking the bridge.

  • Stayed December 2009, traveled as a couple
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank PerthBob123
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
interconsydney, General Manager at InterContinental Sydney, responded to this review, February 3, 2010
Dear PerthBob123

Thank you for your feedback, it is pleasing to read that we were able to recover from the initial impression.

It is always pleasing to receive great comments.

We do look forward to welcoming you once again in the near future.

Yours sincerely

Fred Matti
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Southeast
Level Contributor
5 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 6 helpful votes
Reviewed January 4, 2010

My husband and I stayed here with our 8 yr old son the week of December 19th. From the moment we arrived our entire experience was lovely. We received exceptional and gracious service from Stephen, the manager on duty who welcomed us, checked us in and made sure our holiday got off to a great start. Like others who have written reviews here, I recommend selecting a club level room--it is well worth the added cost. Views from the club lounge are amazing and the breakfast, snacks, and evening tasting plate are all lovely. We experienced friendly and professional service from the team in the club lounge throughout the week. Most of our travel is for business and it was nice to see that the club lounge is large enough so that business travelers, couples, and leisure travelers with well-behaved children can peacefully coexist in the space. If you are visiting for more than a few days, you should also consider purchasing an Intercontinental Hotels ambassador membership as it provides a guaranteed upgrade and late checkout---both nice extras that further enhanced our visit. The hotel location is just about perfect. Only a block or so from Circular Quay to catch a ferry and literally across the street from the Royal Botanic Gardens. Highly recommended.

  • Stayed December 2009, traveled with family
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank SkippyWonderdog
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
interconsydney, General Manager at InterContinental Sydney, responded to this review, February 3, 2010
Dear SkippyWonderdog

Thank you for your positive feedback. We were very pleased to read that you enjoyed your stay and look forward to welcoming you back soon.

Yours sincerely

Fred Matti
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Poole, Dorset
Level Contributor
35 reviews
23 hotel reviews
common_n_hotel_reviews_1bd8 20 helpful votes
Reviewed January 4, 2010

We booked this hotel several months ago and then became concerned as the reviews on TA started to reflect a downturn in its quality. We were very pleasantly surprised when we arrived and were upgraded to a corner suite with fabulous views of the Bridge, the OH and the harbour towards the ocean. The rooms were decorated and furnished in a mix of traditional and contemporary styling with a large bathroom and separate cloakroom. The bed and bedlinen were of high quality and very comfortable and we thought the standard of housekeeping to be very high. All staff we came into contact with were very pleasant especially those in Club Intercontinental where we had excellent breakfasts in an informal environment. We also enjoyed the early evening drinks but thought that it would be better having this start and finish a little later. The Club area has really fantastic views and a contemporary feel with two free to use PCs ideal for checking email or weather forecasts! The location of the hotel is excellent being less than five minutes walk to Circular Quay and the Royal Botanic Gardens. All in all, a very good stay that enhanced our eight day stay in Sydney.

  • Stayed November 2009, traveled as a couple
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank JaneRj
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
interconsydney, General Manager at InterContinental Sydney, responded to this review, February 3, 2010
Dear JaneRj

Thank you for your positive feedback. We were very pleased to read that you enjoyed your stay and look forward to welcoming you back soon.

Yours sincerely

Fred Matti
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about InterContinental Sydney

Property: InterContinental Sydney
Address: 117 Macquarie Street, Sydney, New South Wales 2000, Australia
Phone Number:
Location: Australia > New South Wales > Sydney > Central Business District
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Restaurant Room Service Spa Swimming Pool Wheelchair access Airport Transportation
Hotel Style:
#9 Romantic Hotel in Sydney
#10 Spa Hotel in Sydney
#11 Family Hotel in Sydney
#15 Business Hotel in Sydney
#24 Luxury Hotel in Sydney
Price Range (Based on Average Rates): $
Hotel Class:5 star — InterContinental Sydney 5*
Number of rooms: 509
Official Description (provided by the hotel):
InterContinental Sydney has been the luxury hotel of choice to meet, do business and unlock authentic experiences that make Australia's harbour city one of the best places in the world to live, work and visit. From its exceptional service and world-class facilities to luxury accommodation and rooftop Club InterContinental that overlooks Sydney harbour, it offers everything you need to make your time in the city count. With a total of 509 rooms and suites, 15 meetings and conferences spaces and dining options offering both seasonal fresh seafood buffet and a la carte dining, InterContinental Sydney caters for everyone. ... more   less 
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Also Known As:
Intercontinental Sydney Hotel Sydney
Sydney Intercontinental

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