InterContinental Buckhead Atlanta by IHG

wanted to share my sincere appreciation for the outstanding hospitality we received during our stay at the InterContinental Buckhead Atlanta. Unfortunately, our flight was delayed, but the entire team made a stressful situation much easier with their kindness and willingness to help. A special thank you to Jazmine, who truly went above and beyond. Her empathy, professionalism, and genuine desire to help made a lasting impression on us. She handled everything with a smile and made us feel genuinely cared for. Everyone we interacted with at the hotel was welcoming, attentive, and eager to assist. It’s clear that great service is part of the culture here, and it made all the difference. Please pass along my gratitude to Jazmine and the entire team. They turned what could have been a frustrating experience into a memorable one, and we look forward to staying with you again.

This was my first visit to the Intercontinental Buckhead and I was very impressed with the warm reception, the welcoming smiles, and the willingness to assist. From the moment I drove up to the valet and was assisted by Anthony and then by Makai with my luggage, I was made to feel as though they were truly happy that I had arrived. Mickey and others working valet were also great. I have visited several hotels in Atlanta over the years, but this reception truly stood out. At the front desk, Kirsten, Preston and Rhama are the ones I interacted with most often but they were all very helpful and I truly appreciate the service they provided. Another helpful team worth noting was the staff at The Americano: Fabi, Fally, Felix, Jasmine, and Phil. They were attentive as well as kind. And Nayati (the Barista) was delightful and patient as I required her assistance in determining the best recipe for my cup of coffee. The housekeeping team does an amazing job with the rooms and the hotel was spotless. They are very responsive to requests. While I didn't schedule any services from the spa, the young ladies were very helpful in making me aware of the many options. The hotel is in a great locaton near shopping and restaurants. This was my first visit to this hotel, but it will not be my last.

We made our 2nd visit to the Intercontinental Buckhead (Atlanta) but 1st since 2015. I am IHG Diamond Ambassador and expect to receive earned rewards and maybe a little more for my loyalty and status! Originally, I had booked my annual Chase free night plus 3000 points, but the rate dropped below the 40,000 point threshold so I cancelled the free night, which doesn’t expire until June 2027, and just used 39,000 points. 3 days before our arrival, I sent an email to the hotel using the address [email protected] as instructed on the hotel website. I stated that I saw that we had received upgrade to Premium room and thanked them. I mentioned that I had Club Lounge access due to my 40+ IHG nights in 2025. I also requested that I receive breakfast as my Diamond welcome amenity choice (I get breakfast or drinks plus points). I also stated that I would arrive just after noon but planned to check-out the next day before noon so I would not use my Ambassador 4 o’clock late check-out benefit. I mentioned that I was aware of the $49 daily parking fee as well as the daily amenity fee, which per the web site: The daily amenity fee of $35 plus taxes ($40.92) per room per night provides the following inclusions to enhance your stay: Daily $20 food & beverage credit for dinner at The Americano restaurant or bar. May not be applied to alcohol or gratuity. Reservations for the restaurant are recommended. $15 Spa credit per stay; Daily $10 Mini Bar credit; Cadillac Escalade Car Service (within a 2 mile radius; first come, first experience); 24-Hour Fitness Center with Peloton Bike; Premium Internet Access, Local/800 Calls & Printing (up to 20 pages). The only benefit I would use was the $10 mini bar credit. The $20 restaurant credit would barely cover the least expensive side item on the very pricey menu? I also receive a $20 per stay F&B credit for my Ambassador status so I asked if I could combine the 2 and take $30 of items from the minibar. For the 1st time in years to a pre-arrival email, I received no response from an Intercontinental so I resent the same email 1 day before arrival and again, NOTHING! A few hours before our arrival, I called the front desk and spoke to a guy whose 1st language wasn’t English and mentioned my unanswered emails. I also mentioned my Club Lounge access, and he argued with me that I didn’t have such and would not receive such! I asked to be transferred to management. After a few minutes on hold, Kirsten came on the line and quickly added Club Lounge access to my reservation. I explained some of the other points of my email and felt much better. Upon arrival, we followed signs for self-parking and then made our way to the lobby. I presented the ticket, as instructed at garage entry, to the lady who checked us in. (Note: you need a key card to exit the garage or you will not get out!) The room was ready and included Club Lounge access, thanks to Kirsten. The lady checking me in asked me about my Diamond welcome amenity, and I said “breakfast” and asked if it included all costs, including any added gratuity, usually 18%, which is crazy for a buffet, as other US Intercontinental hotels do, and was told that gratuity and extras were not included. The LA location doesn’t have a buffet and allows any item off the menu with an upcharge for specialty items such as Steak & Eggs or Eggs Benedict, but all else is taken off bill so $0 unless a specialty item is chosen. I am not even sure if the main breakfast here is buffet or menu, since I never visited the restaurant. I then requested points after this supposedly “flagship” location didn’t even follow IHG policy. I said we would just make do with the Club Lounge breakfast, which is decent but doesn’t include omelets and other egg items made-to-order and is limited by the amount of space available to present food. After I took $30 (2 $15 over priced mini bottles of gin) from the minibar-note charge posted immediately, I texted the front desk an hour before we checked out and received a response from Kirsten that the amounts would be written off, using the $10 amenity credit plus the aforementioned $20 per stay Ambassador credit; also, this plus the welcome points would be posted before our departure. When we arrived to check-out, Emily greeted us. I had checked the app once we reached the lobby and saw no changes to the bill and still no welcome points. She said the welcome points would be applied in a few days, but welcome points are always applied by the front desk, usually at check-in, sometimes even prior to arrival at some IHG brands. I mentioned Kirsten and out of the back office she came. She assisted with the $30 credit for the mini-bar items. She was very nice and the only one who was able to do anything without someone else’s approval? It’s now been 4 days since check-out, and I still haven’t received the welcome points! I texted the hotel the next day, using same stream that I had used since just after arrival when they inquired about my stay thus far. I had received my Elite Night credit (40 Elite nights = Club Lounge access benefit) the day after check-out in my account. I received a response from clueless Iris, who said she would forward my note to management? No response has been received to that! Based on my many IHG stays, many at Intercontinental locations around the world, this was the most helpless staff that I’ve ever encountered. Even HIE locations have better trained staff, especially at the front desk? The reason that I am not giving a 2 or 3 rating is solely due to the Club Lounge and the staff. John, Eric, and the lady on Saturday morning whose name I didn’t get, all went above and beyond. They treated us and everyone like special guests. The items on the evening offering included bacon wrapped shrimp, many cheeses, cold cuts, and much more. It was enough to make a small meal so we didn’t have to go elsewhere for dinner. There was a full bar, but we drank wine. They had 1 French wine, a Pinot Noir, which I enjoyed so much. Food and wine were restocked as necessary, tables were cleared as needed, and guests were asked if anything more could be done. This was also the case at all times and not just the cocktail/food spread time. Because of the Club Lounge, I am giving an overall rating of 4! The room, although a basic room on a high floor, as is the case at most Intercontinental locations, even in Europe and Australia/New Zealand where we have also stayed, was very clean and had a separate tub and shower. I did appreciate the safety bar and side handles for entering/exiting the tub, especially with my new partial knee. The shower was good as well and could use a handheld device for easier rinsing, but this is the case at most locations. Everything was clean and spotless on arrival. Since we only stayed 1 night, I can’t comment on housekeeping while we were there. I didn’t think they had given us complimentary water, but we found 2 plastic water bottles in the closet as we were preparing to leave. TV worked fine and received ample channels. Our “city view” was actually to the east and provided a view of Stone Mountain in the distance. We could see Lenox Square and the local neighborhood nearby as well. In conclusion, I hope that we can return in the near future. I hope that this so-called “flagship” location can exemplify the same knowledgeable staff that other locations have. The Club Lounge made our stay tolerable. As I plan to remain a Diamond Ambassador and also reach the 40+ night choice for Club Lounge access going forward, I expect to receive my “earned” benefits. My loyalty to IHG plus the money I’ve spent to earn Diamond and Ambassador status should matter! I understand that the amenity fee is now a norm at most big city/resort locations even though someone of Diamond status should receive most of the benefits anyway. The parking charge is understood for Buckhead as well. All charges were fully disclosed upfront so no real surprises. I know many of my comments and observations may sound harsh, but I only want the hotel to be top notch as expected, and as I told Kirsten at check-out, I just want to benefit from the rewards that I have earned and thus expect! I’m sure our next visit will be a 5!