was put on the top floor for a night of heavy rain. Roof leaked, camera lens was soaked. Told hotel staff about this and they said their roof was not leaking. The roof clearly showed painting to cover past leaks, so they knew the roof leaked, but they didn't disclose that, and put guest on the top floor on a rainy night. Bill from Engineer department, Lily from room management department, and Robin from front desk were all denying their roof leaked. Can't believe this happened in what was supposed to be the most expensive hotel in Hangzhou. Will never stay there again.
Dear Guest, thank you for choosing to stay at the InterContinental Hangzhou ICC. We sincerely apologize for the unpleasant experience during your recent visit with us. Your reported issue has been escalated to the hotel management team. Should you have any additional comments or requests, please contact our duty manager directly. We look forward to the opportunity to welcome you back for a truly pleasant stay. Eric Kee General Manager
I booked a family room which was spacious and well-sized, a definite plus for our stay. However, the soundproofing was extremely poor — even after midnight, I could clearly hear conversations and laughter from the neighboring room, making it nearly impossible to fall asleep. When I reported this issue to the front desk, they promptly provided earplugs, but unfortunately the noise still seeped through. On a positive note, the hotel staff were highly efficient and responsive throughout our stay. As for breakfast, the variety was decent though not exceptional. Overall, this hotel has potential but urgently needs to address its sound insulation issues.
Dear Guest, Thank you for your stay and we are glad to know that we have met your needs in terms of service. For breakfast, we also communicate with our chef and try to update the menu regularly, changing the fancy and enriching our table. At the same time, our hotel was built with soundproofing in mind, such as the use of soundproof glass and solid wood doors, etc. If you find that the surrounding conditions have affected your stay, it is also recommended to communicate with our front desk, we will try to help you deal with it. We look forward to your next visit. Sincerely,IHG Social Listening Team
We only stayed for three nights but it was a wonderful experience. Our suite was the essence of luxury. The facility ifeels like you’re not even in a city, but you have access to everything Shanghai has to offer. The staff was fantastic. The breakfast buffet is a must.
Highly recommend staying here. One of the best properties IHG has to offer in the world.
Dear PackersFan12, Thank you for choosing InterContinental Shanghai Ruijin! We were pleased to read you enjoyed your stay at our hotel. As you may have also discovered we are in the heart of the French Quarter here in Shanghai which features a rich history with many interesting locations, many of them within walking distance from our hotel. Thank you for your compliments of our service. We strive to provide professional, personal and memorable experiences for our guests. Thank you again for taking the time to share your experiences and we look forward to welcoming you back to our hotel again.
Dear Guest, Thank you for bringing your concerns to our attention. We sincerely apologise for the poor service you experienced during your stay. Your feedback is valuable to us and we take it very seriously and will continue to increase staff training and actively improve service levels. Could you please contact our hotel directly to discuss the issues you experienced, Our team will be happy to assist you in resolving this matter and will ensure that your concerns are addressed promptly. We appreciate your understanding and look forward to serving you better in the future. Kind regards, IHG Social Listening Team