Intercontinental Auckland

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.

outstanding hotel - fantastic spacious rooms

There was a lot of research and deliberation deciding on where to stay in Auckland for a friend's significant birthday. The InterContinental won out for its location and being so new. It is certainly priced at the upper end and as such expectations are high for it being flawless. Generally things are excellent with a few quibbles. The arrival at the hotel is quite underwhelming as it is a small door at the bottom of an office tower with almost no driveway - in fact one car can fit comfortably. I had organised a driver through the hotel and that worked really well. Reception is tiny and also one floor up. It is odd as you exit the lift as there is no signage as to where reception is. The check in staff were pleasant enough and I was welcomed as a Diamond Ambassador. That said, I was not really able to use any of the privileges as I had booked a high room type (no guaranteed upgrade); no free breakfast (club room booked). No big deal but I do wish that something extra was done when you have already clearly booked a very high level room. I had a Harbour View Junior Suite with Club Access on level 10. The room is a decent size and sensational views across the harbour. I found it very difficult to cool the room down due to the heat from the sun even setting temperature to the lowest and highest fan speed. It is always disconcerting when you are handed a sheet of paper to explain the lighting and other controls. It was necessary as the signs were not intuitive and sometimes hard to see during the day. The room itself consisted of a very comfortable double bed and a semi-separated lounge space with a small couch and single seat and high table. All in keeping with the style of the hotel. The bathroom was a terrific size with floor to ceiling windows a great bath and shower. Amazing water pressure from the shower finished of with lovely white fluffy towels. There is also a second "secret" TV hidden in the room divider which is raised with a push of a button. Unfortunately we could never get it to go down again!! Maintenance to the rescue. The Club InterContinental Lounge is staffed by a wonderful group of people who really provided great service. The personal delivery of canapes and drinks was done well. Breakfast was probably a little disappointing with the options from the menu being a little too "modern". The main frustrating thing was that the lounge closed early on two nights whilst I was there. They host a tour group regularly there even though the lounge is meant to be open until 10:00 pm. The other bar area does not offer the seclusion or personalised service. I also had to extend my stay due to a flight cancellation. Occupancy at the hotel was high so not many options. I was told I was being given a "discounted special rate" but when I checked later on the app I could see the rates were higher than published. I get dynamic pricing but.......I was also told I could keep my room until 4:00 pm (Ambassador Benefit) which was great as I was going to a lower room type. This was great until reception calls to tell me that my other room is ready and could I move early. I was then reminded that standard check in time was 3:00 pm and that they had guests checking in. I did agree to move. Only after I moved did I think about it thought that this approach was less than ideal. I spoke to the duty manager about it (Ian) who cam to the Club to discuss. He apologised and understood why I was not pleased. He then said that my original room was available again (at no extra charge) and they would extend a dining credit. A decent service recovery but a teachable moment to service staff on how to treat a guest. I went down to their main dining restaurant (noting the lounge was closing at 7:00 and the tour group were coming in early - they were very loud). The restaurant was quite busy and the menu is a very modern affair. I wasn't that hungry from some snacks in the lounge and general mood. That said what I did have was delicious and I was wonderfully looked after. Overall this was a great stay and the Lounge team really were the pinnacle of the stay. I wish I could remember all their names. Certainly will return.

We had a fantastic stay at the Intercontinental. Service was great, staff were attentive and friendly. Room was spacious and comfortable with luxurious touches, soft pillows, and wonderful view over the marina from our room on the sixth floor.

Booked a junior suite, room size OK all though smaller than a lot we have stayed at and room was quite "dark" (not withstanding the lighting issues). The Blind and Lighting controls were abysmal. No proper guide to using them, trying to work out was a disaster. Blind going up and down some times in unison, other not. Lights not doing as as button pushing suggested. Getting room serviced light On required input from staff. Would prefer "buffet" breakfast to the Executive floor due to choice and time it took to order and receive order. Hotel has no "Forecourt", drop off and pickup is a shambles battling local traffic.