InterContinental Kansas City at the Plaza Review

We stayed at the InterContinental Kansas City at the Plaza for 2 nights (F - Su) in a king bed deluxe room.

ARRIVAL/CHECK-IN: Took approximately 20 minutes. We requested a room away from the elevators on the 5th or 6th floor in the west wing. We were assigned room 655.

ROOM
Amenities: Keurig, mini refrigerator, & safe. No microwave. They offer packets of tea, but we bring our own tea k-cups.
Bath: Plenty of hot water & OK pressure
Bed: Very comfortable, but the duvet wasn't quite large enough for the bed.
Cleanliness: Subpar, see note below

Sound: You can hear the sounds of the city, but that's to be expected & doesn't bother us. No noise from neighbors.
TV: Large, good reception, limited channels.
View: The best part of the room!!
WiFi: Didn't use

The updated room, although appears nice compared to older photos online, is rough around the edges for a 4-star hotel (see attached photos):

Cleanliness
Stained carpets & couch
Room not fully vacuumed


Other/Cosmetic
Bottom of bed & around the door/locks banged up
Bubbling wallpaper
Cracks on the ceiling
Dirty grout
Mismatched towels & wine glasses
Rust & cracked marble in the shower/tub
Rust & leaky sink faucet handle

The lack of cleanliness was the most concerning; therefore, I emailed GM Jeff Keeley on the first night of our stay (4/23) explaining the issues w/ photos. He replied the following morning offering to have our room deep cleaned or to move us to another room. We left it up to the staff. We left for breakfast at 9:55 AM & returned shortly after 12:00 PM to a much cleaner room. The GM also offered a partial refund. In total, we paid $297.77 (50% off the second night, not the first).

BREAKFAST: We did not eat any full meals on-site but did pick up a chocolate croissant for breakfast. Very yummy!

COVID-19 RESPONSE: Standard.. masks worn & plexiglass at the reception desk.

CUSTOMER SERVICE: Pretty good. We appreciated the responsiveness to our concerns & the bottle of wine given to us for our anniversary.

LOCATION/PARKING: Location is ideal.. within walking distance of Loose Park & the Plaza. Self-parking in the garage. I recommend using window coverings [for added safety] & that the hotel fix the parking arms to add some level of security.

OTHER: Outdoor pool closed for the season. We did not use any other hotel amenities. We did request late check-out & the hotel obliged.

Would I stay again? Only if the housekeeping concerns were addressed & prices lowered.

UPDATE: The GM emailed me 4/26 to check how the remainder of our stay went. He also offered a discounted rate to stay the evening of my birthday. I replied 4/28 thanking him for the offer & asked a question. It's now 5/19, & he never replied.

First time staying at Intercontinental, and I'm impressed! Excellent service and the hotel/restaurant staff are great!
I arrived early and they allowed me to check-in. Clean, fashionable room and with a view of the Country Club Plaza.
Walking distance to Loose Park, and Plaza shops/restaurants. I will be back!

Haven't seen housekeeping in 2 days I have been here, might be covid related, but wasn't told at check-in that my room wouldn't be cleaned. Great bed. Toronto Blue Jays stayed here while playing KC

Not hugely impressed considering the cost per night. I could stay at another 4 star hotel on the plaza or downtown for the same price or less and enjoy a cleaner/better room with friendlier staff... will stay somewhere else next time.

This is a very nice hotel. Enjoyed the suite here for a few days over the Mother's Day weekend. What's great about it?
Staff: Very friendly and helpful
Location: Right on the Plaza with easy access to shops, restaurants and more within walking distance.
Cleanliness: The rooms were clean which was most important considering life right now.
Convenience: There is a restaurant right downstairs and the parking garage is attached to the building (no long walk to get to a garage at night)
Safety: Police monitored the area and hotel at night, which will make you feel safe.
Views: Very nice views of the Plaza from the balcony.
Decor: Absolutely lovely decor in the rooms.
Comfort: The bed is COMFY. :-) You will get a very good nights sleep.
Noise: I never heard neighbors or outside noises from the room.

What's just okay?
Price: Price was decent per the location and experience. However, the self parking is $20 per night and not ideal.
Elevators: They move a little slowly, press the floor button and hold it to get it to move faster. :-)
What's not so great?
Sidewalks: I know the hotel does not manage the streets, but just a word of caution that the sidewalk you will use to walk to the shops/restaurants on the Plaza is not smooth and has cracks. Just be careful, especially if dealing with elders or children.

Overall: A very nice hotel and I will definitely stay here again when I visit KC.

Great service, excellent amenities, well done rooms, good vibe

Excellent accommodations with balcony overlooking the country club plaza. Having coffee on the balcony in the morning, awesome! Highly recommend the Intercontinental.

Had an absolutely wonderful experience! My boyfriend and I celebrated our 10 year anniversary; when he told the hotel staff at check in, they were so sweet and upgraded our room! Thank you for such a spectacular weekend!

Location is great, bed is comfortable.

The Cons: staff is not very friendly, SO DIRTY (the glass on the door has visible handprints on it) there are crumbs everywhere you could easily see. For me, the worst part was that lumpy bed as you can see here which looks like it was hastily made. The toilet also kept
Flushing and we had to call maintenance to come fix it.

Came for one night and the elevator was broken when we checked in. We were still placed on the ninth floor so we had to wait for one elevator for the entire hotel. I don't know why someone would think that a ninth floor room was a good idea and for the price, I expect better service