I've had 3 "recent" stays at the same property...two in early July and one towards the end of July. I have attempted a dozen emails to the official email addresses of the hotel, concierge, general manager and 'director of rooms' as per instructions from the FD agent who checked me out on the third stay. She told me a manager wasn't available when I checked out (about 6am) as they are having "serious staff shortages" (her direct quote). Every email I've sent bounces back as email box full. I've forwarded every contact attempt to the Ambassador rep via the [email protected] email address.

I have also called the hotel countless times and about 50% of the time, the phone is answered after a minimum 15-20 minute hold time (the automated system automatically puts you on hold with no choice of menu options). In any case, when someone answers the phone, I have been disconnected quite often...or put on longer indefinite holds while they try to locate a manager to speak with me on the phone. Every single time, they ask to take my phone number and have someone call me back. No one ever calls me back. (To be fair, the disconnects are likely untrained FD agents not properly placing the call on hold or transferring the call. Either way, it's frustrating as hell!)

The Ambassador rep has confirmed to me that they've received a number of complaints about telephone issues with hotel staff and they are "working with the hotel to better train employees on telephone etiquette".

Finally, after speaking with the Ambassador rep via email again and sending an email up the executive chain, I received a phone call from middle-level management (associate senior front desk manager) at the hotel who was of no help. He was very polite and apologized for the staffing shortage, email issues - full mailboxes, etc. (which were all acknowledged and he said they were being worked on). But, he said his hands were tied because the IC Boston is "the only IC hotel in the chain owned by IHG corporate and managers have limited ability to correct billing mistakes without senior approval". But, he also stuck to the story that it is illegal in the city of Boston to give away free alcohol in any way, shape or form (apparently Massachusetts law says no 'comped' alcohol). When I pointed out that all 3 Kimpton locations in Boston advertise free wine happy hours, and the IC club lounge used to have free unlimited alcohol as well, he said he would have to look into things and get back to me. Either way, I had food on many of those bills that wasn't credited either.

Of course, this is the same hotel that told me the internet that they sell for $14.99 per day and is advertised as "Premium Internet Tier" on their log-in page is actually called "Premier Internet" and was exempt from the Ambassador free premium internet credit as well. It even billed to my folio as "IHG Premium Internet" but they refused to take it off the bill. The front desk manager that I finally spoke with on the phone agreed with me that the internet should be free and is refunding me for that. But, still no movement on the F&B credits.

To be honest, it sounds like this hotel and the IHG company is a mess. Out of curiosity, I asked when the Club Lounge may be done with renovations and he said middle 2022 at the earliest as the hotel "ran out of money to renovate the 12th floor and currently no work is being done up there which is why its all closed off".

My Ambassador is due for renewal on September 1. Needless to say, I won't be renewing. My last 3 stays with them totaled over $1,500 between room and F&B charges, yet they want to squabble with me over internet charges and some F&B credits. In those 3 stays, I received a grand total of $13 of the $60 in F&B credits. And I paid for the free premium internet (which is now being refunded). I didn't get much more value from Ambassador that I wouldn't have received as any other guest at the hotel. Thus, the $200 Ambassador fee is a total loser for me.