InterContinental Bali Resort, an IHG Hotel

JavenJJ1 year ago

I am writing this review to express my disappointment and dissatisfaction with the service I received during my recent stay at the Intercontinental Bali Resort. As a Diamond Elite member, I have always held Intercontinental Hotels in high regard, but my experience at this particular property has left me deeply dissatisfied. I checked in at the Intercontinental Bali Resort on June 13th and checked out on June 14th, for a one-night stay. My friend and I encountered several incidents that marred our experience, and I believe it is essential to bring them to your attention. The details of each incident are as follows: 1. Front Desk: Upon our arrival, the front desk staff failed to provide accurate information and a comprehensive introduction to the hotel's facilities. As a result, we were unaware that certain areas, such as the club intercontinental pavilion, were off-limits to us as regular guests. 2. Concierge Staff: The concierge staff member who assisted us with our luggage displayed a lack of professionalism. He entered our room without removing his shoes, despite it being customary to do so. Furthermore, his attitude towards us was unimpressive, as he seemed indifferent and walked around the room and carpet with shoes as if he were a superior. 3. Club Intercontinental Pavilion Incident: While resting in an empty pavilion on the beach, a staff member approached us and asked for our room number. When we provided an incorrect number due to our recent check-in, he questioned whether we were hotel guests. After verifying our information, he rudely requested that we leave the area, stating it was reserved for club intercontinental guests only. We were taken aback by this treatment, as we were unaware of any restricted areas upon check-in. I even mentioned my Diamond Elite membership, hoping for a compromise, but he firmly refused and directed us to the front desk to upgrade our room in order to access the facilities. 4. Lack of Hospitality: Throughout our stay, we noticed that most of the resort staff did not wear a smile on their faces. This created a highly pressurized and unwelcoming environment for us as guests, significantly diminishing the overall experience we expected from a five-star resort. In light of these incidents, I must express my utmost disappointment with the level of service provided at the Intercontinental Bali Resort. The behavior exhibited by the staff members involved was unprofessional, rude, and did not align with the service standards expected from an esteemed hotel chain like IHG. I appreciate the effort made by the duty manager who responded to my complaint promptly and offered a compensation of 60 minutes spa treatment for two guests. While I understand their intention to rectify the situation, I declined the offer, as I believe it is crucial for the management to be aware of the shortcomings of their staff members and take appropriate corrective actions. In conclusion, I regret to say that this particular Intercontinental property falls far short of the expected standards. It is disheartening to experience such subpar service, especially as a loyal and esteemed member of the IHG group. I sincerely hope that you will address these concerns seriously and take the necessary steps to improve the quality of service at the Intercontinental Bali Resort.