Should be much better!
I just returned from a weekend at this hotel. The hotel itself is nice in a big convention hotel sort of way. But the communication and remedy of bad situations is not good. We checked in and decided to pay for a club room. The room was small and had only a little window instead of the floor to ceiling windows advertised. We changed rooms to a regular corner room which was spectacular. But there were boxes left from the prior guest on the desk, minibar bottles missing and at 11 PM we discovered that the blackout curtains were not functioning. (not good for an east facing window!). I let management know and the boxes were removed and the curtain fixed at midnight. We barely slept that first night because the mattress felt very lumpy. The next morning I requested that the mattress be changed. They don't have any spare mattresses on this enormous property! So they removed the feather-bed and it was much better. Still, I'd expect excellent rather than mediocre mattresses at an intercontinental. The wifi didn't work, and I called to let the front desk know. There was nothing they could do.
When we checked out, we were billed for the minibar and the wifi. There were no notes about our complaints and management did nothing to make it right. I had been talking to my boyfriend earlier, assuming that the hotel would do something (buy us breakfast, apologize, or something) to make things right. He asked whether I was just trying to get something for free. I thought about it and explained that no, what I wanted was the opportunity to leave the hotel thinking good things about it instead of negative ones. When things go wrong, a hotel can make it right with small compensations that don't cost them much if anything. But this hotel did not. Not even having a record of the problems and having to bring up the minibar and internet situation at checkout was disappointing. So overall, I have to give it a poor rating for customer service and internal communication. Too bad they didn't make it right... Perhaps the hotel is too large to truly be good, let alone excellent.