I have been staying at your hotel for a total of 78 days on and off since late July in your Club rooms. I want to commend you and all of your staff on making my stays so good. Your team have looked after me very well indeed. I spend a great deal of time staying in hotels right around the world as my job means I travel very frequently. I have to say that my experience at the InterContinental Hotel is always fantastic.
That has caused me to ask myself why your hotel stands out against so many of the other hotels that I stay in. For me it all comes down to getting the basics or the fundamentals right and in my opinion your team do this very well indeed. Some examples of this are as follows:
- Check In - It is fast and your welcome cold towel and welcome drink are very much appreciated.
- Room - All of the Club rooms I have stayed in are in good order, things aren't broken or missing etc. On the rare occasion when there has been a problem your team have fixed it promptly.
- Housekeeping - My room has always been very clean and serviced very well every day. Your towels are nice and not worn out. I must commend especially the Housekeeper(s) on the 20th floor who are a stand out - I'm sorry but I don't know their name(s).
- Laundry - My shirts have been washed and beautifully ironed always. I must say better than at any other intercontinental Hotel I have stayed in.
- Club Lounge - The staff here are all fantastic. They are very friendly, polite and professional. They have made my long stay away from home so much easier, to the extent that your hotel has become my second home for the past 4 months. The food and drinks are great and your live cooking stations as well as the cocktail station on some nights is a lovely touch. Behind the scenes your chefs do a great job too. Your team also recognise my loyalty to IHG very well.
- Health Club - Again friendly helpful staff and the amenities (gym, sauna, pool) in good condition and clean make all the difference.
- Check Out - Prompt and efficient and the bill is always correct.
- Concierge - Always happy to get me a taxi, give directions and advice as well as storing my luggage in between trips.
I consider all of these things as being the basics and you consistently get them right. This makes all the difference. With all of these things right then it makes me appreciate those little extra things that your team do all that more meaningful and special. So many other hotels struggle to get these basic things right or right on a consistent basis. This shows me that there is a good strong management team in place to set to tone and the high service standard as it is reflected right throughout the entire hotel.
Once again I say a huge thankyou to your team for looking after me so well. I probably have a couple of short stays at your hotel in the new year and then it is looking quite likely that I will be back at some stage next year for another 4 months or so.
Please pass on my sincere thanks and my feedback to your team as appropriate.