InterContinental Melbourne The Rialto by IHG

Your rooms are not clean

Excellent room and the beds are comfort.

Breakfast

The hot tub was out of service

As an IHG Platinum Elite Ambassador member since 2017, I have stayed at InterContinental properties globally for nearly a decade. My experience coordinating an upcoming stay with the InterContinental Melbourne The Rialto has been the single most ridiculous and unprofessional display of hospitality management I have ever encountered. I ultimately cancelled my reservation out of sheer frustration. I booked a family stay for 4 guests (2 adults, 2 children) under a "Best Flexible Member Exclusive Rate with Breakfast." My final confirmation invoice explicitly states "With Breakfast" next to our 4-person headcount. Yet, the hotel's administrative team insisted I pay an extra AUD 30 to AUD 52 per child, per day at the hotel, pointing to fine print buried deep inside a hidden rate description menu that completely disappears on the final receipt invoice a customer actually receives. It gets worse. I applied a Milestone Confirmable Suite Upgrade voucher. During initial coordination, their customer service team explicitly confirmed in writing that they "coordinated with the hotel manager" to lock in the top-tier Iconic Suite to accommodate my family. Days later, a different agent completely backtracked on this written promise, forced us into a lower Junior Suite, and mistakenly addressed me by a completely different surname. To top it off, when the Junior Suite was assigned, my live IHG App profile explicitly displayed the text "Lounge Access" under the room details. When I brought this system representation to their attention, they flipped once again, denying it and demanding an extra AUD 130 per person, per day to use the lounge. I escalated this entire mess complete with undeniable screenshot proof of the breakfast invoice and the app's "Lounge Access" glitchdirectly to the General Manager. Instead of taking accountability for his team's conflicting written promises or his corporate platform's misrepresentations, the GM chose to close ranks, hide behind terms and conditions, and ignore the clear bait-and-switch. They chose fine print over a decade of elite loyalty. I officially cancelled our stay and took my family's business to a luxury property in Melbourne that actually understands hospitality and honors its word. Elite members, beware: do not trust their app, and do not trust their word.

Unique design around the old Rialto building and it has been kept in a very good and clean condition. Very attentive and friendly staff.

A few too many kids bombing in the pool.

Clean Onsite staff very friendly

Overpriced parking Phone offshore customer service, know nothing Access was poor from the side street, no sign Bar items were poor. No chocolate Room was very basic for $300 a night, no view

Ubicación y habitaciones cómodas

El personal del desayuno podría ser más ágil. Muy amables, eso si