InterContinental Kansas City at the Plaza an IHG Hotel

Very Poor
Traveller Type: family with young children
  : There was nothing to like about this property.
  : This hotel was filthy. Our room was filthy. From the moment we walked into the hotel it smelled of mold. Our room smelled of mold and it was obvious that someone had been in there previously. There were no amenities and the carpet was filthy as well as the waste baskets being full of trash. It had not been cleaned. The light in the bathroom did not work. I asked nicely for it to be cleaned. It never was. No one seems to really care for this property. Perhaps like many places they did not have trained staff or any staff but then why did I pay $400 a night?

Fair
Traveller Type: group
  : I have stayed at the hotel many, many times. We have had so many fun family and friend trips just to hang out at the pool and enjoy the bar. The location can’t be beat. Joshua at the pool was very friendly and helpful. The bellman was very helpful and seemed to enjoy interacting with customers. The air conditioning worked great and our room was clean when we arrived. We happened to run into someone from administration outside of the building and joked about a problem we were having and he asked a few questions, told us he worked for the company and followed through to intervene and to fix it.
  : The front desk staff were inattentive and unfriendly (with the exception of one daytime staff and she was great, seemed to care about the customers and very nice). They told us you won’t get housekeeping unless you call down, I guess I’m spoiled but ‘Hi, thank you for coming, let me get you checked in’ must be a luxury. As soon as we arrived we inquired about the frig in our room not working and asked for a new one, they said they didn’t have any and sent up an engineer who felt it with his hand, and said it’s working fine, it’s just small. When leaving for dinner I stopped at the front desk, the person started of immediately telling me the engineer said it’s fine then she was so excited about a coworker interrupting to hand her a coffee she needed to then interrupt me to address the coworker ‘oh my gosh, is that for me, thank you, oh I love you!’ then basically again denied there was a problem stating their engineer said it’s working fine and it’s probably just because it’s small. I asked if working means it cools because it’s not. A woman, who I’m guessing was the night supervisor, interrupted her customer to call over ‘what’s the problem?’ and then she too denied there was a problem, eventually acquiescing she could change our room but would offer no assistance telling us we could call a bellman to have us stuff moved. Wrapping us this awesome customer service experience, when checking out, the front desk employee looked like he’d rather be anywhere else, didn’t greeted or asked about my stay. I inquired about an overnight charge on my bill and the man said ‘I have no idea, did you charge something?’ I replied ‘no it was 3am, that’s why I’m asking you’. His response was ‘I have no idea, I’m just billing you now’. This experience is an excellent example of people may not remember what you said but will remember how you made them feel and it’s pretty disappointing and crappy.

Pleasant
Traveller Type: with friends
  : the location
  : customer service was not good.

Pleasant
Traveller Type: group
  : Check in was at 4:00 pm. We arrived at 5:30 and room was not ready until 6:30 pm. Defeated the purpose of staying there.

Good
Traveller Type: group
  : the lobby was nice. it felt upscale in main section of hotel.
  : going from wing to tower was a little confusing. our room’s AC did not work and had to be moved at 11pm. the pool was a little small for the size of hotel. the restaurant inside the hotel for breakfast was good however the staff and service was terrible.

Wonderful
Traveller Type: young couple
  : great location and view from the balcony. make sure you pay a little extra for the view ;)

Wonderful
Traveller Type: family with young children

Wonderful
Traveller Type: family with young children
  : cleaning service never came

Wonderful
Traveller Type: young couple

Good
Traveller Type: family with young children
  : Parking convenience.
  : We only had one robe and one balcony chair. We booked the room for the sauna but there was not one.