Intercontinental Nanjing

I’m an IHG Diamond Ambassador member, and the benefits are usually plentiful. My experience at Intercontinental Nanjing fell below IHG standards and was the worst I’ve had. After arriving from the airport, I found the concierge watching his phone instead of helping with bags. At check-in, I asked about my guaranteed room upgrade. The receptionist said there were no rooms available, even though I’d replied to their email 24 hours before arrival. Check-in took nearly 20 minutes, about five times the usual time at an IHG hotel. No concierge came to help with my bags, either. Once I finally reached my room on the 58th floor, neither of the two keys worked. I was tired and disappointed after all the delays and unprofessional handling. They'd given me the wrong keys or failed to activate them, and I waited another 10 minutes for someone to bring new ones. The room was very cold, almost dark, and dated, with an old, smelly carpet. I cancelled the second night and decided to stay at another high-quality hotel where I could expect professional service and to be appreciated as a customer.

Had a great stay at IC Nanjing and the views were awesome. The rooms were good, though the air conditioning could be better. Breakfast was great, but vegetarian choices were very limited and could definitely be improved.

We ended up staying six nights in room #7115, and the lake view was wonderful. After our first two nights went so well, we booked another four for the rest of our time in Nanjing. The location by the lake is hard to beat. Housekeeping cleaned the room each day, but only left salts on the first night, even though they could see we had used them. That was the one letdown. Please wash the windows too, so the view is clearer. Otherwise, this would have been five stars.

The location is great, but the room felt old and wasn’t maintained well. Service also fell short of what I’d expect from a five-star hotel. There are plenty of other choices, so I wouldn’t recommend staying here.