First, let me note that the night before I stayed at the InterContinental I stayed at the Epic Hotel down the street and provided a five star review for my stay there. The reason for the different star ratings between the InterContinental and the Epic is poor customer service at the InterContinental.
I stayed at the InterContinental on May 3, 2011. I was assigned one of the bi-level suites on the 33rd floor. The room itself was well appointed and all was fine with my stay with the exception of the last 40 minutes I was there. Approximately 20 minutes before I was scheduled to be picked up for my ride to the airport, I attempted to take a shower. The water that came out was only one temperature – extremely hot. Nothing I did to try to cool down the flow would work and I could not therefore take either a bath or a shower. Because I was in a hurry, I opted to wash up using the sink. I then went down to the front desk to check out and to alert the hotel staff to the situation in my suite.
That’s when the poor customer service began. After I received my folio I asked the front desk clerk to please note that the bath/shower in the unit was unusable due to extremely hot water. Rather than simply noting that, the front desk clerk informed me that I “should have called down to let us know so we could have fixed the situation.” I replied, “Well, if I had done that, would I have been able to check out now as I am doing,” to which the front desk clerk sarcastically replied, “maybe.” I then asked her to please clarify her initial statement: “Do you mean that you want guests who are disrobed and trying to use a non-functioning shower to re-robe, call downstairs, wait for an engineer who likely would not be able to fix the situation on the spot, and then (and only then) wash up in a sink?” The front desk clerk responded, “well if it could not have been fixed we could have tried to arrange for you to take a shower in the spa.” I said, “but then I most certainly would not have been able to check out right now.”
At that point I got the sense that the front desk clerk really did not believe that what I was reporting was accurate. Not appreciating the apparent reality that my character and credibility were being challenged, I asked to speak with the front desk manager. I asked that manager to accompany back up to the 33rd floor so I could demonstrate that what I was stating was true. The front desk manager indeed tested the water himself and observed first hand what I had reported to the front desk clerk 10 minutes earlier. I explained to the manager that I was disappointed with how the front desk clerk handled my initial request and that I felt like she was challenging my credibility, thus causing me to now be 10 minutes late for my scheduled airport ride. The front desk manager did nothing more that apologize on behalf of the hotel and to give me his card.
At no point thereafter did anyone at the hotel follow up with me about the situation. No phone call, no email, no nothing. That is in contrast to how the Epic handled the minor hiccups I experienced there. Not only did management at the Epic deal with the situation on the spot and offer me some sort of compensation for my troubles, but two different members of management emailed me within 48 hours after my stay to invite me to speak with them.
In short, a non-functional bath/shower plus poor customer service resulted in a one star rating.
- Official Description (provided by the hotel):
- A Shining Star Among Downtown Miami Hotels Miami is truly one of the world's most vibrant tropical playgrounds. In this stunning locale, a pulsing nightlife, brilliant white-sand beaches, and sizzling culture combine for the perfect getaway. Stay at the InterContinental Miami to savor the best of this colorful city. Our alluring downtown Miami hotel offers richly appointed accommodations and breathtaking views of Biscayne Bay. Immerse yourself in luxurious elegance - just minutes from South Beach, the Port of Miami, Coconut Grove, and Coral Gables. Boasting 641 newly redecorated guest rooms and suites, we're an oasis of sophistication and world-class service. Discover this enchanting downtown Miami Florida hotel, in a magical setting: * Overlooking Biscayne Bay, in the heart of Miami, Florida * Minutes from South Beach, the Port of Miami, Coconut Grove, and Coral Gables* Only 7.5 miles from Miami International Airport (MIA)* Just 25 miles from Fort Lauderdale International Airport (FLL)Indulge In Unrivaled Luxury At Our Hotel In Downtown Miami Our 34-story downtown Miami hotel provides dazzling views and spacious guest rooms and suites. Take advantage of 101,000 square feet of meeting space. Rejuvenate in our state-of-the-art fitness center and mySpa. Whether you're visiting for business or pleasure, this deluxe hotel in downtown Miami offers everything you need for an unforgettable stay. ... more less
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