InterContinental Hotels NEW YORK BARCLAY by IHG in New York

If I can put minus 5 stars I would do that, ok let’s start from the very beginning.
I’m Ambassador and Diamond Elite for IHG branch, well let me tell you it worth nothing! My check in experience and first day at the hotel was more than awful.
Chapter 1: ARRIVAL(2AM)
There were no employees to receive us and help us with bags in a supposed five star hotels which is receiving people 24/7. We had to figured out ourself to get thru the revolving door, once in the lobby no FRONT DESK AGENT AT sight, it was like being in a ghost hotel in the center of Manhattan; after ringing the bell KArem appeared using one AirPod on the ear and visibly maybe sleeping, he checked us like doing us a favor (pretty basic and no warm greeting), everything had to be asked and felt like ZERO customer service attitude, after all this situation I requested to talk with a manager, the manager in charge was quite rude and also (he stated that he was ambassador too which I dont care because he is the employee and I’m the guest. That’s is how started and there was no bellboy to help us with luggage. We were lucky that we got an upgrade BUT wait a minute it was an accessible room WHICH I would never choose.
Chapter 2: THE ROOM (Accesible PREMIUM SUITE)
The upgrade was minimum we already booked a Classic suite which is almost the same but well here is the second issue we encountered, the room was dirty with dust that seems that had been there for years. we were extremely tired so we wait til the next day to be changed.
Chapter 3: TIME WASTED
First thing in the morning was talking to representative of the ambassador desk, luckily at first I could talked with LESLIE who have an outstanding customer service and all the time she had a positive attitude to help, I requested her I wanted to be moved from my room (and I didn’t care about the “upgrade”) just wanted a regular room, and the second request was talked to manager to discuss about the issues I had.
After talking to the day manager who result to be a more down to earth person we could get to a point and compensate with one day of complimentary access to the club and also a discount for all the days of the resort fee, which it was a good gesture from him and we accepted.
Chapter 4: CHANGING ROOMS
This is the worst part, they gave me the new room at 3PM on the 30th, but I had to get the new keys and manage by myself all 4 bags plus some shopping bags I had too.
The front desk lady called SELAMA (or something similar) it was like talking to a wall, no listening at all no apologies and ZERO attitude to be at the ambassador front desk, I wish they move her from that position because she is completely not competent from to be with customers, then it seems she was enjoying that I was almost in a break down because of the whole stress i had at the very beginning of my holidays, well short story she provide me the new keys and made me wait like 10 minutes then I asked her I will need help she told me someone will be helping me and no one show up and I did myself.
Chapter 5: THE END
After moving my stuff to the new room I tried to reach the manager (Gabrielle) again to make all this comments but he was unreachable on a meeting and promised to call me after that (well I’m still waiting that call)
——-
I think I wont be any loyal to this branch no more, its not worth the money and there is no special treatment if you are frequent or not, you are just a number$$$.
—-
Now I’m waiting for a formal apologies for almost ruined my vacations, almost a whole day wasted going back and forth.

The people working at the lobby are very unfriendly, especially the one keep wearing a mask.

This stay left us with mixed feelings. Our family of four (three adults, one child) had reserved two rooms with 1.6-meter queen-sized beds. However, upon check-in, we were assigned two standard rooms with only 1.3-meter beds. After contacting Ctrip to mediate, the price difference was refunded. The hotel's location is excellent, but the facilities are outdated, and there was an unpleasant odor.