InterContinental Buckhead Atlanta by IHG

All the staff were so nice and welcoming. Definitely makes a difference working in customer service. Sadly not always a common experience.

Jose was absolutely amazing. He was patient, attentive, and made the entire experience comfortable and relaxing. He asked the right amount of questions to understand my needs without overdoing it, and he paid close attention to detail throughout the session.

His pressure was perfect, and you could tell he truly took his time to make sure every area was addressed properly. Overall, he is an excellent massage therapist, and I would recommend him time after time to anyone looking for a professional and quality massage experience.

Junie was absolutely lovely. She ensured i was conformable from start to finish, and gave one of the most attentive and thorough massages I've had - focusing on problem areas identified at the start of our session. I left SO relaxed.

Wanted to Thank Two Members in Particular during My Stay. First of all, I would like to Thank the Young Lady manning the FRONT DESK (RAHMA) for bringing to My Attention a billing issue, which She and Her Manager (I believe named Michael) quickly corrected/resolved. Thank You Both for your Care and Consideration!! Truly an A+ Customer Service Experience!!

Great friendly staff. Excellent Room product.

I’m disappointed to be writing this because the hotel itself is beautiful, but our experience this past weekend fell far below expectations for a hotel at this price point.

I brought my daughter to celebrate a friend’s birthday, and we decided to make it special with a girls’ overnight stay. We booked a suite with a pullout sofa and arrived around 3 PM, an hour before check-in. Since our room wasn’t ready yet, the front desk kindly stored our luggage while we waited at the pool. I was told I would receive a call or text when the room became available. By 5 PM, I still hadn’t heard anything, so I called the front desk myself and was told the room had already been ready. Frustrating, but not a huge issue on its own.

The room itself was clean, lovely, and nicely appointed. Before leaving for dinner, however, I noticed there were no sheets, blankets, or pillows for the pullout sofa. I had already received a customer service text checking on our stay, so I responded and requested bedding for the sofa bed. I specifically mentioned we were heading out for dinner and asked if the items could simply be dropped off before we returned so we could make the bed ourselves.

Unfortunately, when we returned later that evening, nothing had been delivered. After additional text messages and a phone call expressing my frustration, someone finally brought up two sheets, one blanket, and a pillowcase without a pillow. I ultimately had to use the decorative sofa pillows to sleep on. That level of oversight is disappointing anywhere, but especially in a suite specifically booked for its pullout sofa accommodations.

Another issue was the noise. Although the room itself was beautiful, we were on the sixth floor facing the front of the hotel, and the overnight traffic noise was extremely loud.

The biggest frustration came the following morning with breakfast. I booked directly through the hotel website, and the reservation clearly stated breakfast was included for two adults sharing the room. After breakfast, however, I was handed a bill for approximately $140. The restaurant staff advised me the front desk would remove the charges because breakfast was included in my booking.

At the front desk, I was then told the hotel only provides a $60 breakfast credit — something that was never disclosed during booking and is not how the reservation was advertised. Even under that explanation, the charges still didn’t make sense. Instead of paying only for the additional breakfast beyond the included two adults, I was charged approximately $80 for a breakfast I had already prepaid through my reservation package.

I requested a manager contact me on Sunday (Mother’s Day) because the front desk employee either could not or would not address the issue. I specifically asked that the charges be held until I could speak with someone in leadership. Shockingly, I never received a call, and my card was charged later that evening anyway.

For a hotel charging premium room rates plus $62 for overnight valet parking, I expected far better communication, service, and follow-through. I used to stay at the InterContinental frequently years ago and always remembered it fondly. While the property remains beautiful, the level of service during this stay left a lot to be desired.

Lovely hotel. First, registration could not find our reservation, even though we had actually printed out our confirmation before leaving home. Then we had to return to the front desk THREE times because we went to the room number on the key folder, and the keys would not work. The fourth time a member of staff went to the room and keys did not work, but he used the master key to let us into a beautiful room. He then called the front desk, who said they had put us in the wrong room, and so moved us to another floor and a much smaller room. We were comped breakfast for our hassle, but probably would not return to this hotel. we have stayed at other downtown Atlanta hotels that we liked much better. The location was really unfortunate for getting back and forth to emory university.

Customer Service was phenomenal! Front Desk Associate Michael Hull was very professional in his demeanor. He greeted us with kindness and a smile. He made sure we were well informed about all the amenities. We definitely felt true hospitality during our stay!

A lovely property with poorly trained staff that don't want to be there.

Great location with great views. The staff was very friendly and helpful. The rooms were clean and comfortable. Would definitely recommend staying here.

1st time staying at an intercontinental and definitely not my last! Gorgeous hotel, wonderfully appointed clean rooms, fresh and delicious food, and exceptional service. From the front desk staff to Eric and Timothy in the lounge, who said customer service is dead!?! It’s alive and well here.🎉♥️😇

Great service, a great view and a saltwater pool!

A very pleasant stay.....the staff couldn't have been more courteous or helpful. Ada in the bar was exceptional and the charcuterie tray was a pleasant surprise. The Americano restaurant was an experience in chef curated meals. We enjoyed the complete experience......we will be back!

We stay here about once a quarter. It's our favorite hotel in Atlanta. The staff in the club lounge, Eric and Preston, in particular, are wonderful. We recommend you splurge for the club level rooms if you are able to. We were able to enjoy the pool on Sunday, which was also great. The location--easy walking distance to the Buckhead MARTA station is perfect--especially for a show at the Fox. The Americano Bar can be hit or miss, but we had a good experience this time.

The grounds, customer service & cleanliness were immaculate. The hotel is conveniently located with restaurants & shops within walking distance. My cousin and I, both females, felt safe walking in the neighborhood but were offered a complimentary hotel car to transport us within a 2-mile radius of the hotel.
Michael, who was everywhere so I'm not sure of his role, was a tremendous help to us in valet, offered us water & checked us out in a matter of minutes. He was also courteous and polite, which sadly is a dying quality in customer service. Kudos to the staff and management.

In my opinion, there are three high end hotels in Buckhead, the Waldorf, St Regis, and the Intercontinental. All three are quite nice, each with their own pros and cons. Of the three, the Intercontinental is the least expensive, and considerably so vs the St Regis. For what you get, the Intercontinental, is clearly my favorite of the three. The hotel looks good, rooms are spotless and attractive, the restaurant and bar have nice atmosphere’s and the food quality is quite good. There is a well sized gym and pool, and a large , quiet green space, where you can just sit and relax. Employees are great. Save yourself some money, if you want to go high end, this is the one.

What started off as a terrible experience turned into an incredible and memorable one thanks to Phil. I believe he's the GM of the restaurant downstairs and he handled the situation we had in a professional way. It made all the difference in our stay. I will 100% be staying with Intercontinental moving forward.