Brian Reinard

Review of Intercontinental Hotel Buckhea...

UPDATE: Since the post I spoke to the Hotel Manag...

UPDATE: Since the post I spoke to the Hotel Manager who shared with me some of the issues they were dealing with at the time. All reasonable;
however, she at no time used this as an excuse as to why the experience was so disappointing to us. She was far more concerned with our issues and how they might eliminate this from occurring with future guests. Given gracious and humble nature of the conversation and the desire to improve the guest experiences I would stay at the InterContinental Buckhead again.
Nice Building - horrible service! Booked a Double Double room in November 2016 for early April stay. Was told by "Courtney" no doubles at check-in. Was told they would "comp" me a roll-away. I am a Platinum Elite member and when asked for ANY accommodation or compensation was told there was nothing they could do - EVEN BOTTLES OF WATER. Found out an hour later friends who had just arrived received a Double Double followed by another family 30 minutes later. "Courtney" LIED to me twice, even after going behind the door to speak to a manager twice.
Then called customer service and spoke to Jared in Customer Relations who apologized and said they would look into the issue on Friday and someone would call me back the next day. Three days later - STILL WAITING. I will NEVER stay at another Intercontinental. Truthfully, I have received better service at every Holiday Inn Express I have stayed at the past 15 years and at half the price.
I will do what I can to spread the word about Intercontinental. If you want a luxury hotel WITH great customer service, STAY AT AN OMNI hotel!!!