Kyle from desk really Amazing really nice but just don’t have a business center and they even let us know use the lounge. Highly recommended The stuff is really nice The hotel location was great We didn’t he breakfast yet but we heard good things !
Guangzhou. A city that tells you stories just by looking at the small details, in which such evolving stories drive you to be inspired by the looks, sounds, hearings, and tastes. It is a city that keeps on growing day-by-day, hour-by-hour, minute-by-minute… In that city full of showcases of culinary art, the clashes between dominating technology corporations, and the energy felt all across a city that doesn’t sleep comes the hotel that is a combination of all three of these traits. This is my story and review of the InterContinental Guangzhou Exhibition Center Hotel. This 40-plus story building is nestled on the East of all the action, well-positioned next to the Pearl Delta River that views everything you want to see in one skyline of Guangzhou from the Haizhu district. My fellow traveling friend and I came to this hotel on July 12th, 2022, for 3 nights in Guangzhou. You’d think by this smooth introduction to the hotel would indicate that this is going to be a smooth review. Think again. It was chaotic, nonetheless puzzling. As an InterContinental Ambassador Member and an IHG Diamond Elite Member, I collected points from stays with the IHG brand. I used IHG Reward Points to book this stay at a Cash + Points rate. I was excited to try this hotel using the definition of my loyalty through my membership. A paid night stay would have set me back to about 1,200 RMB (180 USD) per night. My chaotic journey with the hotel started even before I started to depart for Shanghai. Because of the pandemic situation in Shanghai, there were no good flights that could get me to Guangzhou. The only way to connect to Guangzhou is a 7-hour morning train ride from the Shanghai Hongqiao Station. Therefore, I stayed at the Shanghai Hongqiao NECC InterContinental Hotel. With a good loyal relationship with the hotel’s impeccable management, the Assistant Front Desk Manager called the hotel to arrange a good twin room for me before my arrival. Whilst sitting in my 1 King Bedroom Deluxe Suite, I received a call from the Guangzhou hotel’s front office auditor Cora Long confirming my arrival details. Everything was smoothly confirmed from the need for a twin room, my arrival details, and COVID safety checks to prepare for the arrival of both myself and my friend. Whilst writing a 1000-word review of my memorable just-finished InterContinental stay on the train, I get a phone call from the front desk of the hotel. My friend Kevin has already arrived at the hotel hours before me, and the male front desk agent wanted to confirm he was my guest for the stay. I told him he is, and the agent granted Kevin the room on the condition of giving a deposit. I go back to writing the review whilst surrounded by the scenery of Hunan. 20 minutes later I receive a call from Kevin, telling me that the hotel was outrageously demanding an 8000 RMB deposit. He was calling me through WeChat with a poor signal from my train. I asked the hotel to call me back, and they explain that even though I confirmed Kevin as my guest, he must pay the deposit and the market rate of the room. I told this agent this was outrageous and that for a pre-paid product, there must be a 1000 RMB per night standard security deposit. They agreed to have Kevin hand over 3000 RMB for the deposit. There were Hong Kong ID issues that complicated Kevin’s arrival, which made him wait at the desk for an unacceptable 25 minutes. Upon my arrival hours later, I was greeted by Nancy at the lobby door. I checked in with the front desk with the agent Della. However, passport details disrupted check-in. Guest Services Manager Chloe Lu took over the check-in and took us over to the hidden Ambassador Check-In Area. To my disappointment, I had to show twice my health code, travel card, and 48-hour test. I also had to share my grievances with Chloe about the unacceptable check-in speed for Kevin, the outrageous billing policy, and my check-in experience. It took 12 minutes and 55 seconds to complete such a complicated check-in. Chloe in good faith added my WeChat with the hotel’s guest services management account. She and Concierge Member Bobby escorted us to Room 3718. I was upgraded to the Club InterContinental Pearl River Twin Room without the benefits. It was advertised on the IHG APP as a generous 60SQM (645SQFT) space. Upon measurements with my handy iPhone, the actual size of the room was the entry room category: 48SQM (516SQFT). I was deceived by the actual hotel’s booking system. I called Chloe on WeChat about it, and she says that the build-up space was 60SQM. Bear in mind all the other InterContinental hotels advertise the room space and give the actual room space. The room itself is nice with a great view of Canton Tower and the river below. The room has nice twin beds, a couch, a separate toilet room and bathroom, closet space, electric ports, a modernized control panel system, well-stocked TV, and high-speed WiFi. The room design is a mixture of two legendary hotel interior decors: InterContinental Shanghai Wonderland and InterContinental Chongqing. There was a dead bug and chocolate rice grain found on the carpet, which was swiftly cleaned up after calling Chloe. Understanding dissatisfaction with how my stay has begun, Chloe and her manager gave us the Club InterContinental Access as compensation for the rough welcoming we have seen so far. I was upset by how bad my arrival was, and how it later turned out for the worse. The Club InterContinental Lounge is a space on the 39th floor for guests to be in for small meetings, relaxations, and of course the Afternoon Tea, Snacks, and Happy Hour. It is there for whatever is needed for the Club Guest. It is an elegant space filled with modern, exclusive features that every Club InterContinental should have from the furniture to the mini buffet counter. The top floor view is always the showstopper of the lounge. Attending the lounge are the Lounge Agent Lexi, Supervisor Jordan, Assistant Front Office Manager Martha Roberts, and the Club InterContinental Manager Claire He. All of whom were extremely helpful during my time there. Polite, caring, and always enthusiastic about their job positions. IT Coordinator Keyan helped fixed my laptop WiFi which I appreciate. Arguably, it is the best Club InterContinental Lounge I have stepped foot on based on service, views, and lounge design. The lobby lounge is also a good place to be, with both Mira and Belley serving us membership drinks. Upon our first return from the lounge on the first night to the room, a major problem occurred during the first night. I had to take a shower before bed and I was looking forward to using the Calmac soap amenities, which was a nice shift from Salvatore Ferragamo and Agraria Soap brands. I always use the rain shower head instead of the shower handle whenever I shower. I turn the water on from the shower handle and tried to switch the water to the rain shower head. At first, I thought the rain shower button was jammed because of how difficult it was to press the switch button. Upon a hard palm press, water came flying out of the gaps of the pipes splashing the wall horizontally with some water raining down. Some water made it above and through the shower door onto the now wet bathroom floor. I instantly contacted Chloe about this incident, who offered me a room change. It was 11 PM, I declined because of how late it was. The next morning, I asked the now in-shift Guest Relations Manager Kayla Huang to meet with me in person to discuss the solution to the shower area problem. Whilst having breakfast at Café Aqua filled with many abundant choices such as Eggs Benedict, Dim Sum, and Congee; I met Kayla and the Food & Beverage Manager of Café Aqua Charlie Su. I think it was not appropriate to have the managers address the situation at the beginning of us eating breakfast because my Eggs Benedict went cold upon eating after speaking to the managers. Both were apologetic about the issue, and I asked them to find a new replacement room. However, no good room was available for my needs. The Front Office tried to get myself and Kevin to a 1 King Suite with a Rollaway. This wasn’t fair for both of us, so I told them to bring the engineers in to fix the showerhead instead. Speaking of Café Aqua, Café Aqua hosts Tina and Lucy led us to our table. Café Aqua is a nice buffet restaurant with many sections available for breakfast. In addition to the dishes I have already mentioned, there’s a pastry section, western breakfast section, ice cream section, smoothie and juice section, Cantonese section, Japanese section, and Fruit section. We believe in the abundant selection as phenomenal, along with tastes. I was a little baffled by the poor translation labeling in the hotel. For example, I was a little perplexed by how a Chinese Stir-Fry Egg dish was translated in English to a “Chocolate Ball”. The response by Charlie was well received. The Belgian Food & Beverage Director could have had a much better response to just saying “I know”. Kayla who had possession of a video I took of the leaking rain shower head, accidentally did not communicate to the first engineer about the need to fix the rain shower head. Instead, the first engineer replaced the fully working shower handle. I had to show him the actual problem. The engineer later secured the rain shower head with no further leaks. However, I was not satisfied with the partial water flow from the shower. Therefore, I asked Kayla to replace the showerhead with a new one. The chief engineer came to fix the issue, and Daisy the housekeeper cleaned the room after maintenance. The Director of Housekeeping Lily Zhu spoke to me, and I explained the issues I have seen so far. She took the feedback very well and she was very kind. All the engineers and housekeepers did an exceptional job which I deeply care about. I left the hotel briefly for a walk but came back to be forced to scan the health code even though I had the key not once but three times. I was also denied access to a reserved elevator up to my room. Continuing to bump into many inconveniences placed me at the absolute breaking point. That’s when Kayla wanted me to come down to the lobby lounge to meet the Front Office Manager. Skeptical about meeting the manager, after swimming in the nice infinite pool I trotted down from the elevator lobby towards the lobby lounge. I had no idea what I’m supposed to expect. Upon exiting the elevator, Kayla was waiting in the lobby with another female manager. They both marched toward me and we met in the middle. Kayla introduced the “manager who would do her absolute best”, the bold yet persistent Guangzhou local Catty Chen. We sat down at the vibrant Lobby Lounge discussing everything. She explained everything clearly and made a professional apology. She explained that government officials were at this hotel, making it harder for the management to do their job with increased security measures. She also made note of the misleading advertising room details and other issues that took place including the showerhead issue. I made it clear to her that we are not looking for perfection, we just want to have a smooth stay with no more problems. Catty wanted to further compensate for my stay, therefore she miraculously came up with extending an invitation to Char. She even gave me a tour of Char and Cana Luna, along with helping me get tested for coronavirus at the 11th hour before closing. Bold, risk-taking, cunning, straightforward, yet scaringly impressive at the same time. Catty based on my 30 InterContinental Hotel stays stood out uniquely from the rest of the staff members I have met. If you ask me without taking it too personally, I think she’s more impressive than Jobst Herr and Fiona Jiang standing in the lobby doing mostly nothing but standing. She stands by one principle only by her own words: “I try my best!” You have my endorsement for the General Manager Position of this hotel Catty. I heard the hotel is getting a new General Manager. You should be in this role next week, not some guy from New Zealand. I also had the chance to meet the as mentioned Assistant Front Office Manager Martha Roberts, who served me once on my last afternoon with the Club Lounge. We had a nice conversation about the hotel industry and my experience. She’s as great as Catty. Martha in the future will become a General Manager someday, I’ll bet 100 bucks on it. Catty arranged for the Shanghainese Manager Ronnie Hu of the Michelin Guide Restaurant Char to arrange a meal for us with the executive chef. In this red and white lighted restaurant with the Harp music being played by the lovely Rebecca, Char is a western restaurant serving traditional steaks as a fine dining open kitchen restaurant. We had freshly baked loaves of bread with truffle butter and eggplant puree, burrata truffle arugula salad, octopus cooked in a pea puree, ribeye steak with 6 types of condiment salts and mustard, beef tongue, and hazelnut and chocolate lava cakes with a scoop of ice cream. We even had our own knife selections for the beef. Ronnie and Catty facilitated our entire meal service, and it was the most phenomenal dining experience I had with the InterContinental brand. Well done to both you and the kitchen. Just as my perception of the hotel started to recover, it deteriorated to an event that happened in the club lounge. This happened in the afternoon of July 14th. The club lounge should not be used as a hangout spot/business meeting area to discuss the next marketing strategy of the hotel. 4 members of the marketing department were spotted in the club lounge enjoying afternoon tea alongside the guests. It is inappropriate for marketing staff members to use the club lounge as a meeting spot. Maybe a small meeting room in the hotel or an off-hours restaurant, but certainly not the club lounge as it is in my opinion disrespectful to the guests. To all four of the marketing team members watching this review: you should all have chosen the meeting room as a better place to discuss hotel marketing strategies. Seeing the marketing team’s behavior from them being unmasked in a public area to the staff eating and drinking in the lounge was utterly disgraceful. I’m disappointed in the marketing team. This blew whatever redemption effort made by Catty Chen in the first place. At this point, I came beyond the breaking point. It should not have happened, and I WAS STUNNED by the hotel letting this happen. This is a professional place of business for guests, in no job professional environment for the InterContinental should an executive lounge be used by employees as a casual hangout spot for a marketing meeting. There is no problem having a hotel market strategy meeting, it is just that it should have been done in a staff-only space. Overall, I can say that my stay was very rough and somewhat dramatic, and worrisome for me as a valued guest of the InterContinental Hotel. As a well-seasoned traveler with the InterContinental, I have had the deep distinguished honor of seeing many of the company’s managed properties. This hotel has great staff members except for certain members of management to an unacceptable extent. This is a great modern hotel with extraordinary potential. To this day as I write this review, I felt in ways misled, inconvenienced, and deceived just by trusting this hotel branch. We believe the action taken was appropriate in response to most of the issues that have occurred, the marketing team and the senior management team BLEW IT in the recovery. I left the hotel with the thought of distrust and displeasure with the hotel. It was doing well after the initial incidents. Catty brought my experience back on track, but it ended up being derailed again by the unprofessional decision-making of the marketing team. They are still to answer for the misleading advertisement of my so-called 60SQM upgrade. It is shameful that it has come to this final result of how the hotel performed. The hotel had a streak of 5-star hotel reviews on TripAdvisor since October 2019. The buck stops with me and I am going to give this hotel a massive wake-up call. A lot of anger with this hotel left a bad memory for me with this trip to arguably the best city in China. Martha saw a ranking list of how I rank InterContinental Hotels. Out of 24 hotels, I rank this at #22 out of 24. I’m submitting this review early before the end because I’m fed up with this hotel. Most of you I have met were amazing and just phenomenal in terms of service. I’m sorry to those I met and had the pleasure to speak with and enjoy services with found this review distasteful. I thank you all to whom I had the pleasure to meet for your service efforts. I appreciate it! The Upper Management and Marketing simply screwed up because they failed to keep the maintenance service standards in check and in place. I’m just sad about this experience, and the lack of care taken from the hotel during this stay. To all future guests: RECONSIDER YOUR GUANGZHOU HOTEL CHOICE!…
The hotel is very beautiful, it is a brand new hotel, the rooms are large and satisfactory, the view is good！I am very grateful to Mr. Kylie for his professional and warm assistance during my stay ！it is worth visiting again.
Executive suite，Spacious room，wellfunctioned equipments，luxury toiletries ，extra large swimming pool，Fabulous service，superb tasty food ，exquisite cocktails ，especially the club lounge，we have crushes on this hotel Miss Mindy offers first class service ，sticking out to Bartendering a cocktail named sunrise，excellent
Stayed for one night with my friend and had a great time at the lounge also. Room is huge and come with nice view. Went for evening cocktails with my friend and served by Josh who is very friendly and observant.
As 28th Aug this year is our first Wedding Anniversary and it is also Saturday, we decided to choose IC Guangzhou to take a holiday and celebrate. When I called and told this to hotel front desk staff Jawar, he was very enthusiastic and said he would arrange upgrate a good view room for me which is the first surprise. Both My wife and me were looking forward to this Saturday. When we arrived at hotel and checked in, the staffs were very professional and efficiency. With entering the room, the second surprise appeared. There were some beutiful balloons and 'I Love You' romantic decoration on the bed. We are so satisfied with this room！ After half an hour, the third surprise came up with a call from front desk. The staff who checked in for me told us that as today was our wedding anniversary, he would offer the happy hour of lounge for us as a gift which made us very delighted. At about 19:00， we came to lounge and the service and food were very excellent. As we are enjoying the delicious food and good view, the fourth surprise, which was the biggest and unbelievable surprise, came up with the singing of guitar players. Many hotel staffs celebrated for us and offered the cake,champagne and beautiful flower to us, told us these were the present for our wedding anniversary. My wife and me are both amazing and touched by all the arrangement of hotel staff. This wedding anniversary must be impressive for us definitely. At last, thank for all the hotel staffs, Jawar, Catty, Martha who arranged so many surprise for us once again.…
Ridiculously large but very impressive bathtub with panoramic view of GuangZhou. Lounge is perfect for a warm and quite afternoon tea bewak. A kind girl, Yolanda, in the lounge is really attentive and helpful.
this is my first time to be here. it's a wonderful experience. The lobby is big and beautiful. And the front desk staff Alison is very friendly. She offered me free upgrade to the Guangzhou tower room.
Good hotel,clean ,quiet,nice place staff also friendly especially front office"Vicky" so nice. Facilities not bad everything is perfect. As the arrival the staff very friendly greeting, the room is quite big and clean
This is my first time staying this hotel. i feel very comfortable for staying here. especiallyCLUB lounge, theytreat guests LIKE family. staff NAME JOEY AND chloe ARE REALLY nice AND HAVE good hospitality attitude.