InterContinental Perth

​Subject: Formal Complaint: Unacceptable Service Failure and Staff Negligence - Room1406 ​Dear Management Team, ​I am writing to formally lodge a complaint regarding the unacceptable level of service and unprofessional conduct I experienced at your hotel this morning, June 19th. ​My wife and I, currently guests in room 1406, had a pre-paid breakfast arrangement. Understanding that we had an early excursion to Rottnest Island, my wife proactively contacted the reception team last night to arrange a takeaway breakfast pack. ​To our shock, when we arrived at the desk this morning, the duty staff not only failed to have our breakfast ready but also offered an unprofessional excuse regarding an alleged missed phone call. Even more concerning was the staff’s attitude—rather than taking accountability or offering an immediate solution to rectify the situation, they simply dismissed us, leaving us to fend for ourselves. ​It is completely unacceptable that my wife had to take the initiative to go directly to the restaurant to resolve a task that had already been confirmed the night before. This demonstrates a severe breakdown in your internal communication and a total lack of guest-centric service, which falls significantly below the standards associated with the InterContinental brand. ​We were left stressed and delayed during what should have been a seamless morning. I expect an explanation regarding why this failure occurred and how you intend to compensate us for this poor experience and the significant inconvenience caused. ​I look forward to your prompt response and a concrete resolution to this matter. ​Sincerely, ​charles chen Room 1406

Excellent service The hotel room is comfortable and clean Breakfast is super yummy and awesome !

Cannot fault. I’ve stayed a loads of intercontinentals with my role, this one is a stand out. Lobby, welcoming, guest experience, location, club lounge - amazing. Only thing that could improve this would be a pool!!

Great Location and Early Check-in, but Service and Maintenance Need Work The hotel is situated in a fantastic location, and the rooms were kept very clean throughout my stay. I am incredibly grateful to the front desk staff for arranging an early check-in for me. Arriving after a grueling red-eye flight, being able to get into my room early to rest and recover was a lifesaver. Unfortunately, my stay was marred by several persistent maintenance problems that were not properly addressed: Flickering Lights: On my first night, two of the bathroom ambient lights (above the shower and sink) kept flickering. I reported this to the front desk early the next morning, but the issue was never resolved by the time I checked out. Drainage Odor: Every morning, a strong, unpleasant biogas/sewer smell would emanate from the bathroom sink. It made me suspect there might be an issue with the plumbing or pipe design. Faulty Hairdryer: On the third day, the hairdryer broke. Having just stepped out of the shower with wet hair, I called room service to request a replacement. I waited for over half an hour, but no one ever showed up. Luckily, the broken hairdryer came back to life just enough for me to dry my hair, otherwise, I easily could have caught a cold. Noise & Noise Insulation The soundproofing in the room was quite mediocre: Plumbing Noise: Whenever the guests upstairs took a shower at night, it became incredibly loud and disruptive in my room. Minibar: The refrigerator in the minibar also made a strange, continuous noise throughout the night. While the staff at the front desk were welcoming and helpful with my arrival, internal communication regarding maintenance and guest requests seems very slow. It is a beautiful property in a great spot, but the upkeep and response times definitely need improvement.