We stayed here for a couple of days in January in between a move from London to Sydney and found it quite nice, but with a few little points that were probably just down to the newness of the hotel and staff. The lobby is nice but isn't nearly as lovely as the actual rooms or the Club Lounge. The rooms are great. They're not big, but for London they are a good size and the bathroom will make you very happy indeed. The bed was incredibly comfortable in our Executive suite (an upgrade since I'm a Platinum Ambassador) and the closet space was ample. We had some difficulties with the television not coming on at all or taking an inordinately long time to "warm up".
The Club Lounge is very beautifully and thoughtfully designed with several casual seating areas that are divided off cleverly so that you can have a bit of privacy. The breakfast was nice and the little warm treats and choices in the evening were quite nice. However, all day long there's really nothing in between. This is only one of two Intercontinental Club lounges that I've been at that has done that and I'm not impressed. Plus, the staff working in the Club were less friendly and definitely not up to the standards that I've come to expect from Intercontinental. For instance, I wasn't feeling well in the afternoon before we were to depart for Sydney and I wanted some crackers or a piece of bread and all that the staff in the Club could do to "help" out was tell me that I'd need to order something from the restaurant as they didn't have anything at all available. I find it hard to believe that they couldn't have found a cracker or two somewhere in the hotel. We were a bit surprised by how not friendly the Club staff was since all of the other hotel staff at reception and concierge were incredibly friendly and helpful. Maybe they just have the wrong people staffing the Club.
We had a long talk with the manager about the little issues that we had encountered and he assured us that he would take our input into consideration and try to remedy some of it immediately. I guess we'll see how well they've done at fixing up those items if we make a return trip. Of course, he also offered me some Priority Club points in light of some of the issues that we had during our stay and I'm still waiting on those to hit my account. Though we did enjoy his bag of treats that he gave to us as we were leaving the hotel for our very, very long flights from London to Sydney.
I would say that the location is quite good, depending on what you want to do while visiting London, plus transportation links are very nearby. And certainly the hotel is more pleasant than the older Intercontinental Park Lane (which is desperately in need of an update). I am sure that once all of the new hotel and staff issues are ironed out this will be a truly outstanding hotel and I do look forward to staying there again on our next trip to London in July. I would like to make it clear that despite the issues we had, we did find the hotel to be very nice and did have a nice stay and I would recommend it to anyone coming to London.
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