InterContinental Hangzhou ICC by IHG

Clubmitarbeiter Robert sehr zuvorkommend und hilfsbereit

Gebäude

Loved the architecture of the hotel and the location was great

Nice facade look

Smell dusty

The service staff were generally kind and responsive. When I raised concerns, they tried to calm me down and replied proactively. I also appreciated the birthday cake arranged during my stay, which was a nice and thoughtful gesture.

The hotel facilities are overall very old-fashioned and worn. More importantly, when I made the reservation, I was not informed at all that the gym and swimming pool would be under maintenance and unavailable. I was only informed at check-in that they were closed. The hotel then said the facilities could be opened based on my needs, but during my 17-night stay, I only managed to use them two-three times. On one occasion, the facilities were closed again due to repainting. What concerns me most is that they were reopened to guests immediately after painting — which raises serious doubts about air quality, safety, and hygiene. As a result, I had to pay out of pocket to use external gyms, which caused me additional expenses. Despite this, I received no compensation at all, only a verbal apology. This made me feel that the issue was not taken seriously by the hotel’s upper management. I would also like to point out that at the time of booking, the hotel clearly displayed the gym and swimming pool as available facilities. Only after I filed a complaint did they update the status. I have screenshots saved. Since these facilities were an important part of my booking decision, this situation feels misleading and potentially deceptive. Had I known the facilities would not be properly available, I would have chosen another hotel. The bathroom had a persistent sewage smell, and there was also a water leak during my stay.