InterContinental Hangzhou ICC

The friendly, social young staff really stood out, and the service felt much better than at an average hotel. Everything about the stay felt just right, from the entertainment and views to the location and service, with easy access to Qiantang River. It’s a wonderful hotel in Hangzhou, and I’ve told my friends and family they should check it out someday.

We could only swim once because the pool was closed for maintenance, though it was nice when we did get in. The room was great, and the suite had lots of space.

The outside of the InterContinental Hangzhou is a real sight, with striking architecture that feels iconic. Staff were attentive and professional, and the breakfast buffet had plenty of fresh, tasty choices. Still, the room felt dated and in need of refurbishment. Its comfort and design didn’t live up to the impressive exterior, especially for the price, so it didn’t feel like good value. Dining at the hotel restaurant was another letdown. The food was average, not bad, but nothing memorable. The stay wasn’t entirely bad, but the old rooms and underwhelming restaurant kept it below what I expected for this kind of hotel. I’d give it no more than 3.5 stars.

The hotel is conveniently near the metro, though we were told there was quite a bit of walking inside the station. We ended up taking DiDi whenever we went out. Our so-called lake view was unremarkable, and despite asking for a room near the elevator, we were put far away. Breakfast was disappointing too. The buffet repeated the same menu, and the food quality was well below what I expect from an InterContinental. As an Ambassador member, I got no welcome note or fruit, and the only benefit was free laundry for two pieces a day. That hardly felt like an upgrade or recognition, and left me wondering if my status was considered at all. The concierge sent us along a longer route to the exit by the nearby arcade and didn’t mention that the elevator there was closed. We had to climb several flights of stairs before a junior staff member showed us a much shorter way to the hotel lift. Before I canceled my bookings, I asked whether a one-level upgrade to a sea-view room might be possible. The replies from staff were evasive instead of clear. We’d booked with BA points plus a cash supplement, and at the IHG check-in counter the staff member helping us was cold and dismissive. She first insisted breakfast wasn’t included. After checking with a colleague, she realized she was mistaken, but then questioned him when he confirmed we were entitled to buffet breakfast in the lobby rather than the executive lounge. This was one of the most disappointing stays I’ve had as a customer, second only to my experience at the InterContinental Barcelona. It fell drastically short of expectations, and I doubt I’ll return.