Mark
Google
We chose to visit the InterContinental Sydney because we’ve consistently had excellent service at the bar when visiting Sydney in the past. We started the evening with drinks at the new rooftop bar, where the service from Stan was outstanding and set a great tone. Based on that experience, we decided to have dinner at the bar restaurant, unfortunately, this is where the evening went downhill.
Despite there being only around ten other diners, service during dinner was very slow and noticeably inattentive. I ordered the oyster special (a dozen) along with a club sandwich. The major issue, however, was food quality and how the situation was handled by staff. The final oyster I ate was clearly rotten. I immediately spat it out and rinsed my mouth, genuinely concerned about food poisoning. I informed the waiter straight away, but the response was limited to a brief, half-hearted apology, with no further action taken. After paying the bill, I raised the issue again, explaining that the incident had left a very unpleasant taste — both literally and figuratively. Once again, the response was indifferent and dismissive.
We left feeling extremely disappointed that such a serious issue was treated so casually, especially at what is meant to be a five-star hotel. We were not looking for compensation, simply some genuine concern, professionalism, and reassurance that the issue was being taken seriously.
On departure, the concierge asked how our evening was. After explaining what had happened, she assured us someone would contact us to discuss the matter. Unfortunately, no one ever did.
We have always held the InterContinental brand in high regard, which made this experience all the more surprising. With better staff training and a more proactive approach to guest concerns, this situation could and should have been handled far better.