InterContinental Residences Saigon, an IHG Hotel

Booked a 1 bed suite for 2 adults & a child but there was no extra bed for our child & only towels for 2! After much negotiation they agreed to an extra bed without charge. Had booked through Expedia with full party details so was somewhat stunned that they wanted to charge extra. The hotel also has a range of shops/ cafes between the hotel proper & residences (suites) which is really odd. We were only there one night & pleased it wasn’t for longer. Definitely wouldn’t go back.

Stayed in their 2 bedrooms for 2 weeks for a long vacation visiting family. Impeccable service , staff very well trained and will go above and beyond-with a smile. Great complimentary breakfast buffet with some of their items changing daily. Room a little dated but clean and hotel is at convenience location. Best bang for your buck as room is really huge for hochiminh standard .The hotel connected to a small mall with plenty of restaurants and a convenient store. Everything is perfect except for the spa. One constructive criticism : why on earth they use bath towel instead of sheet for massage table and face rest. I booked a spa session , the spa is looking nice enough , but there’s no welcome drink pre massage which is fine , no essential oil burner to give out the spa like’s smell, that’s fine. But when I got to the treatment room ( which was very nicely build and decorated ) their massage table was one of those from the foot massage place , the face rest is a hole on the table ( not detachable and adjustable ) and the table is lined with rough bath towel and so does the face rest. Why on earth would you do that at a 5 star hotel ‘s spa ? The spa is a money maker for your revenue too , traveler usually spend upward 2-3 hundreds USD per visit but I feel like it been neglected by the hotel. I know, I’m whining about the spa, lol, first world problem. But I love this hotel so much and hope they could improve in that department so my next stay I can give it another try.

Honestly I would have given the property a 9/10 except for one very unpleasant incident at the hotel which the hotel did not apologize for or address with us. On the second night of our stay (1 may) we were loudly woken up with thunderous disco music from the room above from 2-3am. The whole room was literally shaking and our child was woken up. It took at least 3 calls to the front desk before any action was taken and thereafter no follow up calls to update us and when we spoke to the front desk the next day they just smiled and pretended nothing had happened. This is unacceptable for a 5-star establishment the service recovery is literally 0/10. I did not ask for any free stay or freebies. Just wanted someone to explain what had happened. Honestly this was a huge blotch on an otherwise perfect stay. We payed top dollar for a 2-bedroom and it was perfect in size and decor. Except we didn’t understand why we had paid for a kitchen but it didn’t come with a single bowl or cutlery. Breakfast at the main hotel was superb. The residences is attached to the mplaza with supermarket restaurants and Starbucks. Walkable 5-10min to most of district 1 shops and restaurants. But I might try the park Hyatt or new mandarin oriental when it opens because this hotel really doesn’t know how to deal with service recovery. And the front desk / lobby area at both the residences and hotel are really run down and look nothing like the intercontinental hotels in other countries. Looking tired.