Review: InterContinental The Clement Monterey (California)
About InterContinental The Clement Monterey
The InterContinental The Clement Monterey sits proudly on Monterey, California’s historic Cannery Row, a place steeped in maritime heritage. Know for its once bustling sardine canneries, this waterfront area has been redeveloped to a tourist hub with excellent dining, shopping, and nightlife, and it’s also the home of the Monterey Bay Aquarium. The hotel itself is a testament to the area’s transformation, blending modern elegance with historic coastal allure.
The hotel features amazing views of Monterey Bay, fresh seafood at C Restaurant + Bar, and a Spa:
At A Glance:
- Average Nightly Cost During Stay: $298+ per night
- Loyalty Program: IHG Rewards (Diamond Member)
- Loyalty Category: N/A
- Discount Applied: IHG InterContinental Ambassador Free Night
- Room Type as Booked:1 King Classic Room
- Room Upgrade: NONE (see below)
- Resort Fee: $45 per night
- Parking Fee: $45 per night
Booking/Redemption
Location & Parking
Nestled on 750 Cannery Row, the hotel is perfectly positioned for checking out the Monterey Bay Aquarium as well as the charming boutiques, gourmet restaurants, and vibrant nightlife of the waterfront.
Parking Options
- On-site Parking: Choose between daily valet parking or self-parking for $45 plus taxes per night for standard and oversized vehicles. The 4-story covered parking garage is conveniently adjacent to the hotel.
- Off-site Parking: If you prefer off-site parking, there are some private parking lots in the area.
- Metered Street Parking: These are rare, but there are a few available (be sure to read the signs!).
Image: ihg.com
Image: ihg.com
IHG Diamond Benefits
IHG InterContinental Ambassador Benefits
Front Desk & Check-In
Initial Non-Room Upgrade
Upon arrival, we were initially greeted by seemingly friendly staff, but that’s when the red flags began.
I wasn’t given a room upgrade, so I inquired as to why (being that I was an IHG Diamond Member AND and InterContinental Ambassador) I wasn’t receiving a room upgrade. I was told that I couldn’t be “given one” but that I could pay to upgrade to a better room. The front desk attendant then proceeded to try and up-sell me on all the different types of rooms I could pay to upgrade to. I refused to pay to upgrade, but decided to do some research and call perhaps call IHG.
In the meantime, we were given a 1 King Classic room with a view of….the parking lot.
Image: ihg.com
Lobby
The attractive, open-plan lobby had a large stone fireplace & mantle with an ambiance that was welcoming and refined.
Image: ihg.com
Image: ihg.com
Welcome Package
Elevator Area
Hallway
Walkthrough Tour: 1 King Classic
Room Entrance
Our room was clean and had a fireplace (as booked). As mentioned, this non-upgraded room had a view of the parking lot and lacked a balcony.
Bedroom
Living Area
Room Amenities
Closet
Bathroom
The bathroom featured Byredo Bal D’Afrique products. These were high-quality products that smelled excellent but not-too-strong. 
Second Night Upgrade
After researching more about it, I found that indeed I was guaranteed at least a 1-Category Room Upgrade through IHG InterContinental Ambassador.
I inquired at the front desk as to why I hadn’t been given an upgrade the night before, to which the attendant said, “OK, I’ll put you in an upgraded room”. I was given the exact room type (the 1 King Classic) – except this one had a balcony.
Breakfast Menu At The C
Breakfast At The C
After coffee on the balcony, we decided to head down to C Restaurant + Bar for the IHG Diamond Complimentary Hot Breakfast.
The restaurant had a terrific panoramic view of Monterey Bay and seemed to be crowded with both hotel guests and locals.
The breakfast was excellent each day. If you are looking for a good breakfast spot in Monterey, C Restaurant is the spot.
The Property Interior
The Property Exterior
Image: ihg.com
Image: ihg.com
   
Swimming Pool
Image: ihg.com
Fitness Center
Image: ihg.com
Checkout: The Final Bill Debacle
Despite the non-room upgrade on night one, we were starting to really enjoy the hotel. That was until checkout.
Our joy was marred when the hotel [unbelievably] refused to honor my Ambassador free night award, despite me presenting IHG’s confirmation email for the reservation that IHG booked. I was dumbfounded. They told me that, “If you have a problem, call IHG,”so I did just that.
Sure enough, when I got a hold of the IHG Diamond Desk, they informed the front desk that they had to honor the free night certificate. I put them on speaker and told them to please relate that to the Front desk, which IHG did, but the front desk refused. What’s more, IHG notified that front desk (while I was standing there) that they did not properly upgrade me into a 1-category upgrade (this was news to me).
With IHG still on the phone, the front desk handed me back my phone while the hotel manager, resolute, informed us that they would not honor the free night. I opened up a case with IHG (to resolve this issue later), then proceeded to pay the bill in order to leave. I was stunned at the lack of customer service to me as both an IHG Diamond Member and an InterContinental Ambassador but also by the dismissiveness of the Hotel regarding IHG published policy and the IHG Diamond staff.
Indeed, when I got home, I called back IHG’s Diamond customer service and filed a dispute. About a week later, IHG notified me that their investigation had found in my favor but that the hotel refused to pay me back. I wrote down the case number from IHG and the results of IHG’s investigation and immediately filed a payment dispute with American Express.
A couple days later, I received the following email from Amex, fully resolving the issue in my favor and refunding me the money in question.
THE FHOP BOTTOM-LINE 10 RATINGS
| Location: | 8 |
| Service/Elite Treatment: | 0 |
| Overall Room: | 6 |
| Property/Amenities: | 8 |
| Luxury Factor: | 6 |
| Coolness Factor: | 7 |
| Cleanliness/Non-Grime Factor: | 8 |
| Correct Billing/No Issues Factor: | 0 |
| Cash Bang-For-The-Buck: | 5 |
| Points Bang-For-The-Buck: | 7 |
| FINAL RATING | 5.5 |
The Bottom-Line Review: InterContinental The Clement Monterey (California)
In summary, our stay at the InterContinental The Clement Monterey was a mixed bag, but it didn’t have to be that way at all. The hotel’s location on historic Cannery Row and its panoramic ocean views were undeniably great, as was the hotel’s C Restaraunt. The hotel is upscale and in great shape with a great location. It easily should have scored an 8+ FHOP rating.
But the service is where the InterContinental The Clement Monterey failed miserably. Let’s us count the ways:
- No Ambassador Room Upgrade on night one
- The hotel trying to up-sell me on a room upgrade as an IHG Diamond / InterContinental Ambassador
- No “correct” Ambassador Room Upgrade on night two
- The hotel’s utter refusal to accept the IHG Ambassador Free Night – even when IHG booked it – and told them directly over the phone that it was valid (on the spot)
- The hotel’s refusal to pay me the difference even after IHG Rewards found in my favor
- All the above requiring me to file a claim with American Express – who ultimately resolved the issue in my favor and refunded me the money anyways
The fact is, this incident was so stupid and aggravating that it made me reconsider my IHG Diamond status and InterContinental Ambassador membership. This was such an easy, clear-cut issue to resolve, based on emailed confirmations, published rules, and IHG Rewards direct guidance with the front desk that I am shocked and disappointed it took American Express to resolve this issue.
It’s a huge bummer when a potentially great hotel and stay are ruined by horrible customer service and management.
Final Rating: 5.5 out of 10
