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“Extremely poor customer service levels!”

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InterContinental Adelaide
Ranked #9 of 57 Hotels in Adelaide
Certificate of Excellence
GreenLeadersBronze level
Melbourne, Australia
Level 5 Contributor
61 reviews
17 hotel reviews
common_n_hotel_reviews_1bd8 38 helpful votes
“Extremely poor customer service levels!”
Reviewed October 26, 2010

This would have to be one of the worst hotel experiences I have had of late. It started before we even arrived at the hotel with the InterContinental Call Centre mucking up our booking (making it for another night). When I tried calling to rectify the problem I was given the run around. Upon arrival we were to be given a room with a City view, even though I booked a River view. We were eventually given a River view on the 24th (top) floor by Marlon. The only person who seemed to have any idea of customer service! When we tried to use the Club lounge, they had no record of our stay, so I felt like a gatecrasher. This was rectified by a phone call to Reception. However the clincher was at night - our room was next door to the Presidential Suite, which was booked by some very rude party goers who continued to scream and carry on all night. We eventually rang Reception at 2am and were told that Security would be on their way up. However, I'm not sure what happened, as the noise continued on until 4am at least. So much for the relaxing weekend we had hoped for. After paying over $400 for the night, I am feeling very ripped off and extremely unsatisfied with our stay in what is meant to be a top hotel. Paying an excessive credit card surcharge and a valet parking fee of $30, does not make it any better either! Would definitely not recommend this hotel to anyone that's for sure.

  • Stayed October 2010, traveled as a couple
    • Value
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    • Sleep Quality
    • Rooms
    • Cleanliness
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Helpful?
4 Thank Mullaghbawn
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Rating summary
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  • Sleep Quality
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Traveler tips help you choose the right room.   Room tips (522)
Date | Rating
  • Chinese (Simplified) first
  • English first
  • French first
  • German first
  • Italian first
  • Japanese first
  • Polish first
  • Portuguese first
  • Russian first
  • Spanish first
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English first
Melbourne
Level 3 Contributor
10 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 7 helpful votes
Reviewed October 25, 2010

Having stayed at this property on business a number of times as a Hyatt, I was a bit concerned that when it switched to the Intercontinental that there would be a significant improvement to merit the subtle price increase. As an Ambassador Club member, I have expectations and the new management exceeded them in every way. Greetings were prompt, room upgraded and excellent, service from every member was above and beyond. Room service was efficient and the food decent. Location of this property is excellent for those on business.

  • Stayed September 2010, traveled on business
    • Value
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    • Cleanliness
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Helpful?
1 Thank Forgiven_Adventurer
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Bangalore
Level 4 Contributor
23 reviews
13 hotel reviews
common_n_hotel_reviews_1bd8 5 helpful votes
Reviewed October 21, 2010

I stayed at the Intercontinental in Adelaide, South Australia from 29th August to 1st September.Being a hard core cricket enthusiast and a Don Bradman fan the most exciting part of my stay at this hotel was the Adelaide Cricket Ground view from my room and the beautiful stream that flows beside it which makes the morning walk a most tempting location. I enjoyed 3 days of blissful stay,morning jog,boating and being with nature. The Intercontinental location at the heart of Adelaide makes evening stroll around Adelaide city very convenient and engaging. while the hotel itself has excellent restaurant and bar,there are variety of food joints just 2 km walk from the hotel which offer, Chinese,French,sushi,Italian , Thai, Indian.....the list goes on. At 500 yards distance there are shopping malls and Opera. Right beside continental is the Adelaide railway station and also a Casino which is superb. A wonderful hotel to stay with clean rooms and good service too.

  • Stayed August 2010, traveled on business
    • Value
    • Location
    • Sleep Quality
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    • Cleanliness
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Helpful?
Thank nvrnathan
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Auckland
Level 4 Contributor
30 reviews
15 hotel reviews
common_n_hotel_reviews_1bd8 9 helpful votes
Reviewed October 8, 2010

For what I paid for room and breakfast included this was not value for money. The room was small and with 2 single beds it seemed really crowded. The beds were not comfortable and the sheets were not big enough so that my feet were on mattress. The pool was empty has been ''ünder repair' for months.The bathroom was spacious, clean and had a good deep bath. Internet access was A$29 daily. I was on a low floor but there did not seem to be much noise. I enjoyed the breakfasts and liked having my latte included. The front office staff and concierge were helpful and professional. The location is great, right next to the river and conference centre. I would not stay here again though, because of the small room and uncomfortable beds.

  • Stayed September 2010, traveled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank AucklandGopo
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Sydney
Level 5 Contributor
56 reviews
40 hotel reviews
common_n_hotel_reviews_1bd8 51 helpful votes
Reviewed October 5, 2010

You can tell that this was once the most posh hotel around, and it's still nice but dated. I found it well maintained with a huge bathroom with separate shower and bath. The rooms have an interested hexagonal-sort-of shape and they manage to fit a lot of furniture comfortably including a couch. When was the last time you had a couch in a standard-sized room?? The breakfast was good with lots of choices and the location is fantastic -- easy access to the river for a nice stroll.

The night before I stayed here I was at the Hilton South Wharf in Melbourne and the Intercontinental felt like the Hilton's aging older auntie. Maybe if they refurb in 10 years the roles will reverse?

  • Stayed September 2010, traveled on business
    • Value
    • Location
    • Sleep Quality
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    • Service
Helpful?
Thank MustHaveSleep
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Ocean Gate, New Jersey
Level 6 Contributor
182 reviews
86 hotel reviews
common_n_hotel_reviews_1bd8 202 helpful votes
Reviewed October 5, 2010

We stayed at the Intercontinental for three nights, on the club level. The club level rooms were very well equipped,and spacious. The service at the hotel was amazing. From the club level staff to the front desk personnel. Especally Ratchel on the club level and Marlon at the front desk. The hotel is located next to the casino, and several resturants. If you walk about 5 minutes you can get to the Rundel Mall which is loaded with stores and shops. We picked up our car right down the street at Hertz and not at the airport (we did not need it until we left ) most tours will pick you up at the hotel. The club level had a very nice buffet breakfast and very nice snacks later in the day. Considering the price of food in Australia the extra dollars spent to upgrade to the club level are well worth it.

  • Stayed September 2010, traveled as a couple
    • Value
    • Location
    • Sleep Quality
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    • Cleanliness
    • Service
Helpful?
Thank Flyerno.one
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Sydney
Level 5 Contributor
71 reviews
60 hotel reviews
common_n_hotel_reviews_1bd8 97 helpful votes
Reviewed October 2, 2010

I have stayed here many times over the past years. This was an abominable stay- so bad that I don't have time to list all of the problems- ranging from bad service, paid for amenities such as champagne not arriving, newspapers not being delivered despite asking, platinum loyalty status ignored, incredibly rude staff, buffet breakfast being substandard, room falling apart (phone not working, airconditioning not working, glass shower door cracked, safe door stick closed), carpet filthy.
Despite staying here when it was a Hyatt at least 14 days per year for work for many years, I won't be back. I gave them the benefit of the doubt last time. Not this time.

  • Stayed September 2010, traveled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
4 Thank Luv2travelOzzie
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Additional Information about InterContinental Adelaide

Property: InterContinental Adelaide
Address: North Terrace, Adelaide, South Australia 5000, Australia
Phone Number:
Location: Australia > South Australia > Greater Adelaide > Adelaide
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Restaurant Room Service Shuttle Bus service Suites Swimming Pool Wheelchair access Airport Transportation
Hotel Style:
#2 Green Hotel in Adelaide
#5 Romantic Hotel in Adelaide
#5 Family Hotel in Adelaide
#6 Business Hotel in Adelaide
#9 Luxury Hotel in Adelaide
Price Range (Based on Average Rates): $$
Hotel Class:5 star — InterContinental Adelaide 5*
Number of rooms: 367
Official Description (provided by the hotel):
Positioned exclusively along the banks of the River Torrens, adjacent to the Adelaide Festival Centre, Adelaide Convention Centre and the Casino, InterContinental Adelaide effortlessly blends luxury with comfort. Each of our 367 spacious, well appointed guestrooms offer clean designs and an elegant marble bathroom featuring walk-in shower, separate bath and large vanity area. Specifically designed for the needs of the global traveller, each guestroom offers uninterrupted views across the historic city of Adelaide, high speed internet access and a spacious and ergonomically designed work area. For more than two decades the hotel’s collection of 21 suites have been home to world leaders, heads of state and visiting celebrities from across the globe. To take exclusivity and luxury a level further, our Club InterContinental, located on level 21, offers private lounge access for the most discerning of guests. Enjoy an elegant meal in our signature restaurant, Riverside, or indulge in award-winning Japanese cuisine in Shiki. Both restaurants boast extensive wine lists featuring a selection of award-winning Adelaide wines and rare gems designed to complement your dining experience perfectly. The Atrium Lounge provides an elegant, relaxing atmosphere for afternoon tea, cocktails or late-night drinks. It is the ideal place to unwind on a Friday night, with happy hour from 5:00pm and fantastic live entertainment that continues throughout the weekend. Guests seeking to remain active while they travel may enjoy exclusive use of the InterContinental Health and Fitness Centre, offering full gymnasium, personal training on request and an heated outdoor pool. Our Concierge possess unrivaled knowledgeable about insider-experiences and unique events around Adelaide and are delighted to assist guests in planning an authentic Adelaide experience. Those travelling to Adelaide on business may make full use of the hotel’s high-speed internet and ergonomic in-room working areas, or may seek assistance from the Concierge for access to our premium Business Centre services. ... more   less 
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Also Known As:
Intercontinental Adelaide Hotel Adelaide
Adelaide Hyatt Regency
Hyatt Adelaide

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