Intercontinental Boston

Being a Spire Elite with IHG, I decided to spend a couple of hundred dollars to upgrade to Ambassador. I figured that since it is one of the highest status you can achieve, it would entitle me to an early check-in and an upgraded room at the least. We stay at the Boston Harbor Hotel when we visit Boston and love it but decided to try something new. On the first day, we arrived around 2pm. I asked the front desk if an early check in was available. I was told that the room wasn't ready but they could store the luggage and call me when it was ready. At 3:30pm, after the regular check-in time, I checked again and was told that I was upgraded to a suite and the other guy was an ambassador too and was checking out late. At 4:30pm, I asked them again and was told by the front desk agent that they couldn't tell me when I could check in. The guy had the gall to tell me that I was getting my money's worth as an Ambassador and should be happy . I was given an option to downgrade my room and check in immediately . Ok, sure , then why didn't they give me the option three hours back? I asked to talk to a manager and that didn't work. Finally, I posted on social media about how poorly a loyal customer was being treated around 5:30pm.. 2 hours after their published check-in time and over three hours after arriving at the property) and magically, the room was available in 5 minutes. The room was huge and gorgeous with breathtaking water views. If this were the only issue I had faced during the stay, I would give this hotel 4 stars but unfortunately, our woes continued on. Next day, we put on the room service button and left during the day. On returning in the afternoon, the room wasn't done. We were told that maybe , we also put the do not disturb button on. We did not but well, I gave them the benefit of doubt. We left in the late afternoon and made sure we pressed room service again and that the do not disturb was not on..we also told the maid and front desk that we were leaving and requested the room to be done . A couple of hours later, the room wasn't still done. Once again, I called the front desk and complained. We were told to wait in the lounge while they did the room. As we were leaving, the cleaning lady walked in and told me that it was my mistake that she had to do this room now. I told her that I did not want to argue and wanted to wait downstairs. She got angry and asked me to wait while she called her manager and picked up the phone in the room and started talking .. I asked her to put her mask back on and practice social distancing and left the room. She kept asking me to stop and called another cleaning lady in the room to try and stop me. I have never seen such a poorly trained staff who would argue with guests and try and stop them from leaving. It wouldn't be a stretch to say that I started to worry about my safety next. The housekeeping manager apologized. The GM was very nice and called me and offered to give me a complementary stay next time I visited Boston. I believe I got some points as well. That is all well and good but here is the final nail in this proverbial stay/coffin. We booked a ride to the airport from the front desk. I assumed that like any upscale hotel, the charge would be included in the final bill . Instead, no one mentioned anything and it wasn't. On the day , a sketchy guy turns up and drops us at the airport. As I tip him, he says the hotel didn't pay him and he wants to be paid. I called the hotel and they rudely hang up saying they do not pay the ride service and let the guests settle the bills. The guy then charges my card by taking a copy but can't give me a receipt and ends up writing something on a piece of paper. He is literally called Mr. A or something. He promises to send me a receipt when his machine starts working again.. Imagine that, I go to the front desk of a 5 star hotel and ask for a SUV to the airport and they work with some Mr A who takes a copy of a credit card and grumbles about why a $20 tip is not enough for his work. Here is a summary of the stay.. messed up check-in, great room with amazing views, poorly trained housekeeping staff that made us feel unsafe, Rumba lounge is great but closes at 9:30pm which is ridiculous , a sketchy ride to the airport in their recommended cab service and an offer to give me some kind of free room if I email the GM .. who knows what exactly that offer will entail. Is it worth another try?.. I don't know.. Boston Harbor Hotel is way more polished. I wouldn't recommend the Inter-Continental Boston and especially wouldn't do it to anyone who is an Ambassador or Elite member with IHG. Read less

We did a family trip to Boston for elderly family members to visit elderly relatives after a long period apart due to the pandemic. Key word is elderly. One tripped on cobblestones and banged up her leg. Jack Huang at the front desk was lovely in trying to find a solution for her to be able to climb up onto the hotel's plush platform beds with her sore leg. He personally checked in again when he saw us in the lobby. The injury wasn't any fault of the hotel and yet he went over and beyond with his level of empathy and concern. I hope the InterContinental Boston management realize what a solid staff member they have! The hotel itself was a pleasant stay. James Hook Lobster is right across the street if you want a quick meal. The Waterfront is a peaceful walk. Google "Boston Harborwalk" for easy maps to walk along the water way. The Rose Kennedy Greenway is also close by for additional pleasant walking and takes you to popular tourist attractions. In 15 minutes, you can walk to Faneuil Marketplace, Quincy Market, Boston Public Market, Boston Massacre pavement marker and Old State House. The only thing that wasn't great was before we got to the hotel. The staff manning the phones aren't nearly as proactive or easy to understand as the staff on-site. I called specifically to reserve a small refrigerator and after a few rounds, finally understood that it was first come, first serve at check-in. I also called to ask to not be on the side of the hotel facing the fire station. We were told it would be noted. When we arrived, we didn't have much of a view since we looked into the side of another building which was fine except we heard piercing sirens despite being on a somewhat higher floor. If you are a light sleeper, you do want to be as high up as possible and not on a side close to the fire station. Read less