I have been to many different IHG hotels in China, and stay 250 days each year in hotel. Since Intercontinental is the most luxury among IHG group, people expect the most from it.
First when I enter the hotel, no one have acknowledgment to me, including concierge.
I went to front desk and receptionist does not call my name during check in, does not explain my benefits of being a Intercon ambassador, does not show me clearly where is the elevator to my floor. I expect concierge will come help to carry my luggage right after I checked in and it didn't happen. I carry my luggage all the way by myself. No GRO bring me tea even it is right next to the front desk.
Thanks DM bring me club lounge benefits. I am really appreciated.
I went to club lounge during happy hour, they were very good and brought me what I like proactively, even though they didn't call my name again.
In the morning, I went to have breakfast and would like to have some food bring back to my room. They refused to help and gave me annoying face. They claimed since my package does not include breakfast, I shouldn't come to lounge and have breakfast. So, I would like to ask what is the benefits of having access to club lounge if I cannot have food and drink there? Just have a sit? Finally, I think it was the manager or leader to ask them to help me pack to go so I can have my food packed. Thanks so much to her. This hotel need this kind of employee to keep the hotel running.
I requested iphone5 charge before I check in and I asked again after I checked in. The first time I ask them I don't really feel their passion of trying to help me. What I heard was just keep saying they lend it to someone, not yet returned. They claimed to me they only have 1 iphone 5 charge in the hotel and it has been lend to someone. When I check with them again they claimed the charge still outside and properly the guest lose it already. Very bad response.
As a 5 stars top brand hotel, they should do everything to try to satisfy their guest for this little thing, not just keep saying it is not available or thing not exist. I understand it is an extra thing to the hotel, but the attitude of how they handle this, is not acceptable.
I suggest they can go buy the charger and have the guest sign a paper of there will be penalty applied if things not return. They won't lose anything and earn a good reputation.
Concierge does not help and they just stand in their corner all time. Only if I go and ask for help, then they will help.
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- Also Known As:
- Intercontinental Nanjing Hotel Nanjing