Anonymous User
The service at InterContinental Sydney simply doesn't live up to its luxury brand.
1. They offer early check-in guests access to a lounge with views on the 31st floor, but the access card provided for the 31st floor was invalid. A young Chinese staff member opened the door for us and promised to get a replacement card, but after waiting an hour, he never returned. We ended up having to change out of our winter clothes in the restroom (if the card had worked, we could have used the changing room).
2. When checking in, the front desk told me I'd receive an SMS notification when the room was ready. I spent time exploring outside until 5 PM, but never received any message or other form of notification.
3. We checked in as two adults and one child, but the room only had two pairs of slippers. The room phone was also out of order. I tried calling service using my mobile and the hallway phone, but my calls went unanswered. Frustrated, I went down to the front desk. It took at least another 20 minutes for the slippers to be delivered and for someone to be sent to fix the phone.
4. When I requested an extra bottle of water, I was told each room is only allotted two bottles per day, and any additional requests would be deducted from the next day's allowance. While there are water dispensers in the hallway, this refusal was quite surprising and disappointing.
5. The sink in the bathroom was leaking. Although I was told the next day that someone had been asked to fix it, it was still leaking.
The only positives are the excellent location and the nice view from the ocean-view room (though you can't see the Sydney Opera House). Also, the breakfast was exactly the same both days, with absolutely no variety. Despite these issues, Trip.com was reliable; they responded immediately to my questions about the room rate and resolved them promptly and appropriately. They even proactively contacted the hotel to assist with service requests.
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