We recently had a three-night stay at the Intercontinental in Montreal.
The staff at this property was exceptional. They were welcoming, polite, and professional!
Our room was a disappointment. It was very dark and tired. We could not open the black-out curtains without being seen by the room directly across from us. We were very close. Even with the sheers pulled, we could see into the rooms across, and they could see into ours.
Two bedside lights were burned out and the drain stopper in the bathroom sink was broken. We did call as soon as were settled and someone came immediately to take a look. Unfortunately, we were told that there were no replacement parts for the bedside lights. They took the drain stopper out of the bathroom sink and we were left without one. Also, the wallpaper in the bathroom was peeling very badly.
We were at the end of a three-week vacation, and we honestly did not have the energy to raise a fuss. So, to be fair, we did not ask for our room to be changed. We just couldn't wait to get out of the room each day to explore the city.
There is a certain expectation when you book a room at an Intercontinental. We hope renovations are in this hotel's near future.