Hotel Indigo Guanajuato by IHG — Hotel in Guanajuato

The only great experience with the hotel came from the valet team and the bar next to the restaurant. Lots of issues below need to be addressed. I expected some odors in the room being a new hotel. However, the smell was too bad in room, especially for people like me who has terrible allergy. When we were trying to use the AC to circulate the bad air, we noticed the temperature could not drop below 23.5 degrees Celsius.We took a shower the first night but found no shower towel in the room. We had to use the small towel to dry the body but found the quality of was bad. Small loose pieces of cotton were all over my face and body after using it.Called and asked for shower towel around 9:30am the next day, but it was never delivered. Had to talk to the front desk after an hour later to remind. The hotel needs to improve cross communication between the front desk and the restaurant. We booked rates with full breakfast for two, the front desk gave us one coupon for each night, telling us each coupon was good for two people for an American Breakfast. However, the restaurant said one coupon was for one guest; plus,they stated the breakfast was only continental breakfast. Had to explain to the host every morning. Paying 15USD for full breakfasts for two when booking the room does not worth the money. It will be a small continental breakfast, or with egg only if you are lucky that the restaurant would recognize it as American breakfast. Have to pay extra if wanted the buffet. Hence, I would suggest ordering from the menu straight if interested in doing breakfast. Our server for the first day served muesli with fruits but no yogurt for us. I had to beg for item. When it finally arrived, it was so tiny that the yogurt could be finished with two dessert spoons. Almost no employees spoke English, causing higher than expected challenges to communicate anything. Welcome drink voucher was for the member only, while most Hotel Indigo in the North America would give the member...

I have a preference for IHG hotels and this lovely hotel is in the heart of Guanajuato. From the moment you walk inside, you know that it's going to be a comfortable stay. It's attractive, clean, comfortable. You also have the ability to drive onto the property to drop luggage/passengers without having to find space on the narrow street. I didn't have a car but it's great to know that parking is readily available. ||||I don't often dine at my hotel because I like to explore. However, the servers here were so much more attentive than what I found at a couple of local restaurants that I decided to have three meals at the hotel over the course of two days. ||||One person in particular -- CAROLINA -- made a huge difference, not just at the beginning of my trip but for my San Miquel de Allende experience as well. The morning after I arrived, I received notice from TripAdvisor that I was allowed to book a trip that wasn't even offered that day. How frustrating ! Knowing that I was seeking more physical activity, Carolina immediately put me in touch with Susana and I ended up booking two solo tours with her during my brief stay! Thanks to that connection between Carolina and Susana, I was able to manage my experience in San Miguel de Allende where two other guides cancelled last minute due to health reasons! Had it not been for Carolina jumping in from the beginning, it might have been a very frustrating four days for me in the area. (Carolina, you provide such a great service on behalf of your hotel. Thank you for keeping in touch with me about my experience throughout my stay, even after I moved...

We liked the location of the hotel (walkable to the centro historico) and the decor was fine but there were so many service problems, it really took away from our stay. ||||While checking in they asked us to provide specific times when we would leave the room so they could clean (covid protocol) - great. We told them 10am but when we returned to the room at 3:30pm in need to get changed and ready for a reservation we had that evening, it was still not cleaned. Forget the fact that we had "reserved" a 10am slot -- never have I stayed in a hotel where they were still cleaning rooms after 3pm (standard checkin time). ||||Breakfast was also a mess. We had it included in our room rate and each of the 3 mornings we ate there, what was "included" changed based on the discretion of the waiter. Day 1 we were told we could order anything off the breakfast menu. Day 2, we were told no, lattes were not included and we could not choose a dish, we could only have eggs. Day 3, we were told to choose between two other random options. Given that this is a chain hotel, this was ridiculous - there should be no confusion about what is and isn't included in a room...