"We recently booked a four-night stay at an Intercontinental Amstel Amsterdam via the IHG app. Upon arrival, we were informed that the spa facilities were not operational. This had not been communicated in advance, despite the spa being a key factor in choosing this hotel. They offered us to go to the Mandarin Oriental and use the facilities there for free, which is like 3km away. Obviously inconvenient and not worth it. Had we known, we would have reconsidered the booking before travelling. Additionally, the room allocated did not meet expectations, the originally booked category was no longer available, and there were visible cleanliness issues with the upgrade we got as part of our membership benefits (including heavily dust-covered air vents in a suite). This was a 1 Bedroom Suite at 5-star hotel (see photos). The hotel is also worn out, such a shame of such a beautiful historical property. There is a difference between timeless luxury and visible wear — unfortunately this property leans toward the latter. Given these factors, we decided to leave upon arrival and went to another hotel. Reception assured us that a full refund would not be an issue after being on the phone with the manager and would simply require coordination with IHG. Unfortunately, what followed was a frustrating process: - Only a partial refund was processed initially - Over an hour spent on customer service calls - Poor coordination between the hotel and central support - Separate email and phone teams unable to access each other’s correspondence - Lots of conflicting information This was not a discretionary cancellation — it was the result of key advertised facilities being unavailable and the overall standard falling short. Operational issues can happen. What truly matters is transparency beforehand and efficient resolution afterward. In this case, both were lacking. Very disappointing, particularly as a loyal customer and IHG Diamond Elite member. Whatever value that holds... if this is the service the highest loyalty level customer gets, I don't even want to know what a regular customer experiences when things go wrong. What's the point of assigning these hollow labels like Royal Ambassador, Diamond Elite, Inner Circle, when you can't do the basics right. The customer service operatives also cannot resolve any issues without the hotels consent, even if you book via the IHG app. And seemingly vice versa, leaving you in this endless indecision loop with the whole experience disjointed. This experience has made us reconsider future bookings within the brand."

"The high tea was delicious. Everything is freshly made, you can taste it, and you get more than enough. The staff was very friendly, helpful, and professional. It all felt very personal. The decor is also very tasteful. All in all, a wonderful experience, even if it was only our third time."

"Our stay at the InterContinental Amstel Amsterdam was truly memorable. The hotel’s lobbies are spectacular, beautifully designed, and immediately set a luxurious tone. Check-in was seamless, accompanied by a glass of champagne and freshly baked cookies — a lovely personal touch. The staff showed genuine interest, asking thoughtful questions and ensuring our comfort throughout. The room itself was not quite as impressive as the lobby, but still very comfortable and impeccably maintained. Breakfast offered an exceptional selection, with every dish beautifully presented. Overall, the service was of an extremely high standard, with attentive and personable staff making the experience truly outstanding. Highly recommended for those seeking elegance, attention to detail, and excellent hospitality in Amsterdam."