Intercontinental Auckland

A great hotel - well positioned close to the Marina, shops and plenty of great restaurants and cafes. The staff were all very attentive, responsive and made things easy. The hi

Excellent stay , great room , excellent food in the club lounge and amazing service. Thank you to Claire on reception for all her assistance given the impending cyclone. Highly recommend the Intercontinental for your next stay.

What IHG does well are the pre-arrival emails, and direct hotel contact. Airport transfers are well organized and check in efficient. The hotel is not very big but links to shops and eateries next door. The rooms and bathrooms are decent size with the usual amenities and mini bar. What you see on website photos is what you get. Another well done area are adequate towel racks and hooks in the bathroom for families. The gym was a little small and could be better maintained.

A great, centrally located Auckland hotel with beautiful finishes. We had two interconnecting rooms on the 11th floor with a bay view. The finishes of the bedroom and bathroom are well chosen and speak to the thoughtfulness and care that went into the interior design. The tech controlling the motorized shades and lighting was intuitive and the 3rd floor club lounge was spacious with great food and beverages. We did hear quite a bit of street noise in our room until about 3AM, but it was a Friday night and the beginning of a holiday as well, so our experience might not be representative of a more typical Friday night.

From strange to outright unacceptable, this was without question the worst hotel experience we’ve ever had. My wife and I are writing this together because what happened deserves to be documented. Before we even arrived in Auckland, something felt off. Not long after making the reservation, I began receiving alarming phishing messages on WhatsApp. These weren’t random — they included my full name, phone number, reservation number, and our exact stay dates. The messages came from overseas numbers (Brazil and Eastern Europe) and demanded that I re-enter payment details or risk cancellation. When we checked in, I raised this with the front desk and asked to speak with a manager. Instead of concern, I was met with a dismissive and defensive response. I was told management was “too busy,” and the issue was brushed off and blamed on Expedia — which made no sense, as I didn’t even book through Expedia. Then things took a serious turn. A couple of hours after check-in, I was involved in a bad accident while we were out in the city. I ended up lying injured on Queen Street in the rain for nearly two hours waiting for an ambulance. At the hospital, we were told I needed urgent orthopedic surgery to avoid losing proper use of my leg. Try to imagine that situation: major emergency surgery, in a foreign country, far from home. While I was being prepped, my wife returned to the hotel to explain what had happened. She spoke with the manager on duty, Ian Bautista, who at that moment appeared helpful and reassuring. He told her not to worry — that we could keep the same room at the same rate for as long as needed. That assurance meant a lot given everything happening. The next day, after spending the entire day at my bedside helping me post-surgery, my wife returned to the hotel late that night — only to find her key no longer worked. When she went to the front desk, she was met again by Mr. Bautista, but this time the tone was completely different. Instead of helping, he reprimanded her. He told her she should never have left without arranging a new booking and informed her she was being moved to a downgraded room unless she paid a rate more than three times what we had originally booked. When she reminded him of what he had promised the night before, he flatly denied it and told her she was “confused.” At that point, I had to get involved from my hospital bed, just hours after surgery. Speaking to him on the phone, I was met with the same dismissive and unhelpful attitude. Eventually, after pushing back, he offered a smaller room at the same rate — but without breakfast. I had to rebook through American Express just to restore what we originally had. All of this while I was in severe pain and my wife was emotionally exhausted. That night, she moved rooms alone and didn’t even have the energy to eat. The following day, knowing we had a $100 American Express credit, she ordered a simple meal — a sandwich and fries. The food arrived poorly prepared: overcooked sandwich, cold fries. At that point, it just felt consistent with the overall lack of care. I was discharged the next day, but doctors advised we could not fly due to complications. We relocated to another hotel on the harbor — and the difference was immediate and striking. After hearing our situation, the manager there personally arranged a Range Rover to pick me up from the hospital — without being asked. The same manager sent us cake and flowers all with “Get Well Soon” messaging. All the staff who we encountered knew who we were and what we needed. We never had to ask for anything. This is a five star experience- certainly a world away from the experience with Intercontinental. That alone says everything. The Intercontinental unfortunately delivered the exact opposite of what you would hope for in a moment of genuine crisis.