198 Reviews
InterContinental Sydney, an IHG Hotel
The Rocks|0.13km from Customs House
This is an amended review to highlight the ongoing lack of communication from the hotel. It is fair to say that the hotel had some great things going for it but, sadly, customer support is not one of them. Breakfast was excellent and the roof top Aster bar was a great place to enjoy a cocktail and see some spectacular sunsets. However, the whole thing was let down by extremely lacklustre support from the management down. My wife lost her glasses in the hotel. They are prescription reading glasses in very distinct designer frames and were in a sparkly gold box. We asked at the desk during check out if they had been found and were told that they had not been handed in but that reception would check with the Aster bar, where we believe they had been left but was closed at the time of check out. We were due to be in Sydney again in 4 days and the receptionist took all the details and a description of the glasses and case and said that she would email me to give me an update. Sadly we didn’t hear back. Four days later when we returned to Sydney we checked back at the hotel there was no note against our booking and the duty receptionist said nothing could be done but was unable to confirm if a check had been made in the Aster rooftop bar. I asked to speak to the duty manager and an Irish lady, whose name I sadly didn’t get, came out to speak to me. She was very apologetic and said it was not the normal standard we should expect from the hotel and promised to speak to the Aster staff and that she would get back to me by email before the end of the day. Sadly, no further communication was forthcoming and a follow up email to the hotel remains unanswered. We realise that the loss was our fault but the lack of interest from the staff and unfulfilled, empty promises from the management would definitely deter us from staying there again. It would appear that the management have no interest in fostering customer satisfaction.
