InterContinental Hotels Group

I had one of the worst experiences at Intercontinental Bali Resort in Jimbaran. The resort was dirty, rooms were mouldy, and bird lice everywhere! It was absolutely disgusting. It does not live up to 5 stars at all, it was one of the worst hotels I have ever stayed in. I strongly advise others to avoid it. Show details

Unfair treatment – I booked for 2 nights at InterContinental Hotel Adelaide and paid all in full. However for medical reasons I could not make the trip from Perth to Adelaide. I wanted to cancel my booking but InterContinental Hotel Adelaide said I booked on a special rate and cannot cancel. So I never made the trip and InterContinental kept all my money and did not… Read more

refund anything! This is totally unfair and unacceptable - it is just a money making exercise! I will never use them again! There are many nice hotels that do not operate like this! Be aware and stay away!

The IHG experience in Sorrento Victoria – Disclaimer: should you wish to jump ahead, please press "Ctrl+F" or use your web browser's search function to locate your keyword interests. The Summary The Product The Packaging The Pros vs Cons The Conclusion The Summary Our earlier planning led us to Tasmania for Christmas but due to a number of kinks in our expectations, we opted to come… Read more

down to Sorrento and stay at this establishment based on our previous attendance and review for the Attrium Restaurant.

Therefore, this is a comprehensive review of the establishment. Noting that upon checking out, some of the outlined comments in this review have been passed onto hotel management.

That being said, this review is to provide a perspective for anyone who wants to stay at an establishment such as this.

Unless mentioned otherwise, this review is more comprehensive than the majority due to the fact that we stayed between the 12th December and 20th December 2024.

The Product IHG Sorrento

It is a value proposition that aims to be a one-stop shop for any one wanting to experience first hand something that is different and especially upon a suburban perspective similarly found in a more modest metropolitan setting.

However, our perspective was quickly overshadowed by some confusing and misrepresented marketing from its IHG website.

The alleged Cons should have some serious considerations to uplift itself to ensure that their "one stop shop" or "all in one remains fulfilled. Or at the very least maintain its reputation, otherwise if they don't it will definitely harm its own branding to excel itself amongst its competition.

The Packaging As a continuation from The Product, this aims to be a "one stop shop" or an "all in one" value proposition for any one staying at this establishment.

The Pros vs Cons

The Pros = Customer service = Manners (depending upon whom you're speaking to) = The Gym with its effective cooling and mood lighting

The Cons Unfortunately, there are many and though the comments are subjective upon an individual user experience, we stayed at this establishment for 8 days consecutively. And though it may not reflect upon the entire brand, these comments must be made public and available so that for you as a consumer and wishing to come to the Sorrento location, you need to be made aware of what this information means to you as well as your hotel expectations.

So where do we begin, none of the following are in any particular order, though as the disclaimer earlier indicated, using your CTRL+F feature within your viewing browser should point you to the area of interest.

The Gym - Located on Level 1 is under-equipped for lower body exercises. It has more variety of cardio machines and upper body equipment. There is only one leg extension for lower body.

The gym speaker played Christmas carols loudly and changed between other stations without any control. We were told in the last minute by hotel management to bring the Bluetooth speaker from our hotel room to sync our own music. And then further advised, that the volume could be controlled inside. Unfortunately, it was a bit late.

Upon entry into the gym, straight to the right side, where you see a rack of gym accessories. Opposite to the rack, there is a shelving and towel disposal section. The towels though in abundance upon our second day of stay; slowly dwindled and was not replenished, forcing us to take towels from our hotel room instead.

The Lifts - located in the main building that goes between B, G, 1 to 4. Neither lift talks to each other and are completely independent. What's more, each lift is spaced apart from each other, and literally requires two people to help out in reading the lift level location. Public parking is at Ground level, whereas Hotel Guests are at Basement level. Being in the main building between all floors, granted us access to the basement creating convenience. However, as an observation, the Basement level, contains couches near the lifts. As it was a relatively hot few days, it was pointless for any one to sit on them while slowly being suffocated by the hot air within. Perhaps for hotel guests who are elderly and with health problems, that the establishment can regulate temperature accommodating to their needs?

Though not overly important nor a con or criticism - though merely an additional observation, where both lifts near the main lift console to swipe your hotel guest card? The buttons at the bottom for close and open for the lift doors are reversed in each lift. One of the lifts has a secondary lift door. So when the automated voice in the lift says "front door is opening / closing" or "back door is opening / closing". It becomes momentarily confusing. As an option, changing the verbal wording in this specific lift might be worth changing perhaps?

What we discovered upon using one of the lifts to travel between floors, that someone, a hotel guest perhaps? Pushed the wrong button and subsequently an alarm was raised. Consistency in your lifts would be great also to avoid these little trivial matters to prop up.

The swimming pool - situated on level 2 that requires swipe access between level 1 and 4 for the main building. You are greeted to a child friendly entry / access point(s), this is a big positive.

Upon entry, you're greeted with all of the amenities you can think of, with the exception of the spa and sauna which is located elsewhere and unfortunately requires a story on its own.

Walking through, you'll start to see lounges, tables and chairs to suit your own individual requirements, as well as a salt pool. We expected chlorine, but there was none of that, which was an interesting change.

As a negative, we observed that the bar is only available at certain mornings of the day, and strangely, staff move boxes and appliances to and fro from the bar. Perhaps to save time and efficiency, is to install security safeguards to protect the equipment and products...perhaps?

Upon sitting down to any of the outdoor and covered furniture, there is a QR code located at the centre of table. Despite using our own devices, this is utterly useless and broken. So please fix this asap.

Breakfast at the Atrium - located directly opposite the main reception at Level 1; when it is also included in your accommodation, make sure you arrive early otherwise turmoil starts. What that means is that there is a high probability that staff may mess up your order; better yet, would be numbered tables either physically or digitally as a marker, so that staff with food plates don't necessarily have to yell out in the public as to who ordered what?

As an additional observation and great tip - when you are seated, make sure you are in full view of the staff with your menus otherwise good luck in getting any service once you arrive during the busy period of after 9am.

On the second last day before we checked-out. The establishment changed its menu offerings. What was different this time round was that each server served water (unfiltered tap water) and for breakfast would get a muesli birche and a plate of fruit and some toasted brioche bread to share and then one beverage on top of tea or coffee and one plate of food for each person from the menu.

The coffee on the second last day we noticed was that it was served with almond milk which neither of us requested.

The menu upon noticing the only options available was misleading and given the upon our further questioning of the staff, they implied that the Merchant Roasted Coffee came with regular milk as an option but is not written as an available option on the menu other than only "Soy, Almond, Oat and Lactose Free". A menu change perhaps?

Upon trying out the muesli on the last day the chia seeds and yogurt do not actually match the muesli as one is soft and the muesli is utterly hard to chew. As an option, milk or soy should be made available and written as an option on the menu?

How does that compare to the previous six (6) days that we have attempted to enjoy breakfast?

Observantly, we found that some patrons who were staying in the hotel showed no signs of manners, though rather respectful but only to themselves while their silly ego claimed that they were entitled. Perhaps that explained why the menu change occurred for breakfast.

What the above means is that you often see these patrons finish their meal and get up for more like a buffet and make a mess of everything ruining the next patron's experience and expectations.

House Keeping - is a hit and miss. Some times they are on time and other times they are not. They some times don't always refill the complimentary bar fridge nor towels nor sheets.

Though we arrived earlier before the start of the peak season, it is unfortunately a hit and miss experience. Selecting the option in your room for them to come out daily is not always possible.

And upon speaking to house keeping on our fourth level, it was as though the staff person we conversed with, were reciting a one page response by heart.

Aurora plus Spa - as previously mentioned in the swimming pool heading. The following is self-explanatory. Located at level 1 upon the same level as reception. This establishment is just outside after the automated front doors. Upon entry, being advised that the business was separate to the Hotel on the first day of arrival.

And as the Hotel indicates amenities including a spa and sauna for guests. It really isn't intended for guests really as you have to pay and pay exuberantly extra. From a value proposition, you pay exuberantly and upon each purchase, you are given a limited usage time. As opposed to other similar offerings in the Mornington Peninsula where the purchase of entry gains access to unlimited usage. Though to be fair, the establishment is not exactly big, so the cost of these services, should have their time increased?

In any case, as per the above mentioned, a complimentary experience for hotel guests should be on offer or at least part of the IHG rewards program.

The Water Experience - the water in the gym is filtered which is great. The water in the swimming pool, is salted (not for drinking of course). The water in the restaurants regardless of whichever one you go to is sparkling water but unfiltered tap water. Why should this be any different? Why not filtered for the entire establishment??

Dining options - The bar area located at ground (street) level. Avoid the pizzas at all cost unless you want to be purposely ripped off. The pricing is unfortunately not reasonable due to the ingredients used to make the pizzas in the first place are utterly scarce. For example: my partner ordered the St Andrews which has pineapple-based. What she got instead was one physical piece of pineapple per slice and the rest was ham. Whereas for myself wanting to get close to a Capricciosa Pizza was the Sorrento. This pizza came with anchovies, olives and ham according to the menu. However, what i got instead was a smidgeon of anchovies on each slice... a hint here and there, but overall nothing to be excited about.

I believe it would have been more value if we obtained the individual pizzas from the local IGA... at least from my perspective, we'd actually see the ingredients in the proper format. The experience was more base than anything else.

Secondly, the bar area of the establishment, would be great if staff could wipe down all of the tables, as we were there twice, and the experience we got was dirty and sticky to-the-touch tables.

Departure / Checkout - upon our departure, the concierge asked about our experiences and though i did not have my written notes, I gave them on top of my mind what the negatives were and they indicated that they take any feedback seriously.

So for the above comments made, IHG as a brand as well as the establishment are fully aware. This review has not been publicly published any where.

The Conclusion Having thoroughly and independently experienced what we experienced over 8 days; I would come back to this establishment and the IHG as a brand provided they remediate the issues identified as a con as well as changing the wording to avoid any misleading misconceptions about themselves and their amenities to serve a one-stop shop experience overall.

Thanks for reading.

Great perks – IHG group have a great rewards program that makes its members feel appreciated and rewarded. Show details

Great offering in IHG Group – Great customer loyalty program that recognises its frequent travellers! Free drinks, upgrades, free breakfasts and more! Show details

Never again – I stayed for 6 nights at the intercontinental in Times Square The rudest front office staff and I saw man in my 3 weeks there. They charged me AUD $880 for a full previously paid for room AUD $ 4500 and told me it was refundable when I checked out, it wasn’t. I ordered nothing from their kitchen, on demand viewing nor restaurant or mini bar and… Read more

they still claimed “charges”. The view was nice but the location and outside vicinity of the hotel was most unfortunate if not to say dangerous for a traveller alone.

Intercontinental Hotel Adelaide – This Hotel is amazing, from staff to rooms to food offerings, we are recommending this hoyel to all our friends, cannot say enough great things. Our room was amazing with awesome views of the river. Show details

Just a Hotel like any other...depends on where you stay – Early December 2015, I travelled to Thailand for a wedding which was held at the hotel where I made my subsequent booking. Staying over a period of 4 days, I didn't believe or perceive the service to be any better when comparing to other similar establishments. Based in Silom, it didn't have any highlight views to talk about other than some… Read more

architectural buildings nearby.

The standard room I stayed at, within less than 24 hours or so, there was a significant plumbing issue with sewerage that needed to be rectified. The communication with the establishment was poor until it was escalated to senior management where I was eventually upgraded to an executive suite with even faster Internet and amenity offerings; and of course better hotel services.

Prior to staying at the hotel, I looked at their frequent rewards program and thought it was a good thing at the time to join, since I had stayed at a few if their other hotels in differenr countries. However as I am typing this; I am rethinking that my decision and expectations were rather short-lived.

If you were to compare with other rewards programs, I'd like to think that I'd get better offerings from Cathay Pacific than this.

Final thoughts:

Customer service overall at the hotel chain was friendly, although having to stay in the same room with a closed door between the bathroom of stench for 4 to 6 hours is unacceptable by any human standard.

This was based on poor communication and a lack of priority for a person like me staying at a so-called prestigious hotel brand???

Overall, the hotel may be good in other countries, but definitely not in Thailand, particularly in Bangkok.

Fantastic experience staying at intercontinental Adelaide – All staff deserve a big thank you , you made our stay a fantastic experience . We came in a couple of weeks ago ( last minute decision to spend our anniversary in town ) . We were treated to fabulous service from every staff member. Will now be a tradition to stay on our anniversary .

My favourite place away from home – Have stayed here a few times in 2017 - hotel and staff are top rate, and never had any reason to think otherwise. I will always stay here now when I travel to Adelaide. Great room size, great bathroom size, good work areas. Staff exceptionally helpful and friendly,

Holiday Inn Express Brisbane Central – I have spent the weekend at the Holiday Inn Express Brisbane Central, I have to say to compare this product to other Budget product that provides by other chains is simply incorrect. I expected to be of a standard of (Ibis product) but this is much much better, and that's not mentioning the great team at Holiday Inn Express in Brisbane. … Read more

The rooms were spotless and amazing, the bed is comfortable and toilet and shower are amazingly designed. They have 24 hours reception and bar (food and drinks) and they also have a buffet breakfast as well included in the rate.

Overall it is amazing, its affordable for little escapes, hopefully, they will be opening one in Melbourne (like you must do).

Thank you Holiday Inn Express Team in Brisbane for your wonderful work and great customer service.

Still happy after 5 years – I have been a member of IHG Rewards and its predecessor Priority Club Rewards for over 5 years. I have found IHG provides quality accommodation and excellent service. I have stayed in IHG properties around Australia as well as China, Singapore, New Zealand and Malaysia. I know what I am going to get and my status as a IHG Gold member is… Read more

recognised and often rewarded. I hope to make Platinum this year. The IHG Rewards Club lowest online rate guarantee is genuine and honored. My favorite hotel is the Holiday Inn Orchard in Singapore. It may not be the most modern hotel in Singapore but their service across three stays has always been exceptional and they are responsible for making one wedding anniversary the most memorable to date. My wife and I are looking forward to returning there next week before enjoying three other IHG Hotels in Malaysia. I have stayed at over a dozen different IHG sites over the years and as well as the Holiday Inn Orchard I can highly recommend the Intercontinental Sydney and the Holiday Inn Temple of Heaven in Beijing. First class service