Hotel Indigo Durham by IHG — Hotel in Great Britain

A disappointing stay given the price.||Staff were polite. The room was clean. The bed was comfortable. But there were several issues which left us feeling let down.||Room price & type ||This started with trying to book a room. I was quoted a variety of different prices when contacting the hotel directly. The prices were not consistent with the website prices and there was no credible explanation from staff for this difference. ||When I decided to book, by the time I had called to reserve with my card, I was also told that, in the intervening hour, there were no standard rooms available and I would have to book a premium room. Interestingly, when returning to the hotel on Sunday night, I heard staff tell a customer that they could not have an upgrade because “the hotel is almost full and we only have standard rooms available”.||These discrepancies in price points & room type (it’s very hard to see what makes a room “premium”) don’t create trust.||Quiet room||We asked for a quiet room. We ended up with a “premium” room on the first floor, overlooking the car park and back of the kitchens. There was a buzz all night coming from outside. Not sure from where. But surely there should be more choice when asking for a quiet “premium “ room? They are represented as a better class of room. It really was hard to know if it was in fact “premium”.||Breakfast ||Breakfast is a hybrid of buffet and a la carte. This led to a queue for the toaster and a very long wait for basic items off the menu. We tried to identify something quick but it still took 20-25 minutes for my husband to receive a very simple bowl of porridge. ||Coffee was not accessible to customers and had to be ordered too, so yet more waiting.||There are several lovely cafes in Durham so we would not take breakfast here again.||Checkout ||On handing in our room cards, the person at the desk, checked and just said “ok, nothing to pay” and then went on with his job.||No attempt to ask for feedback or ask if we had enjoyed our stay, or even say goodbye.||I think this shows what the priorities are.||I don't think we would...

I hate saying this because we love the Indigo at Durham but our last trip just wasn't up to their usual high standards and has put us off returning.

The staff were as lovely as always and apologetic for the issues.

When we arrived in the room I realised that one of the towels was very frayed - and I mean very frayed. It should not have been put out. There were also no flannels. Not massive issues but it's all about attention to detail, We let the front desk know and when we got back to the room there were replacement towels and flannels but they had just been flung on the counter top in a pile.

There was black mould in the shower and that was dealt with when we pointed it out.

For some reason the king sized bed has been made up with a double sheet which did not reach over both sides or both ends. This meant that as soon as you moved around in bed the sheet started moving around under you. Reported this but that was not changed.

Breakfast was the biggest disappointment. My omelette was cold and very overcooked and my husband's English breakfast included black pudding that seemed to have been cooked in the oven because it was dry on the outside and slimy on the inside. His sausages looked and tasted terrible. The pastries were dry and tasted stale. We did report all these issues to the very sweet staff. The good news is that this was extremely unusual and perhaps suggests a particular issue in the kitchen. The bad news is that this - and the issues above - was allowed to happen at all.

I'm sorry to have to mark it down. I would still recommend the hotel because it's beautiful and the staff are lovely. These slips just...

Absolutely awful sleep on both nights due to poor interior sound insulation. Woken up at 4am and then 7am due to the room upstairs walking around with whole of ceiling creaking. Noise of cleaner and also room doors slamming! Clearly in mess not built to the standard expected on a modern day hotel insulation. Recommend not staying here unless you have the highest floor or no rooms above the room staying in!

Walkable from the train station in 15minutes.

Odd placement of Concierge is side of the building and at the lower level. The main stairs takes you to the bar and the Marco Pierre white restaurant. Entrance is a shared space with the cafe so noisy and smelt of food. Not the most inviting.

Significant issue with insulation from room above when walking especially at 4am And also at 7 am

Room 226 on the ground floor but above ground was a good size but car park view for the platinum ambassador status. The room turned out to be an issue at 4am walking to toilet and then running and doing exercise at 7am with ceilings vibrating

Bayhrooom- average toilet products of zenology stuck tkt be wall. Lack of central Light in the room makes the room dark at all time.

Towel radiation in bathroom not switched on so towel were damp from previous day.

Breakfast in the Marco Pierre white restaurant- cooked breakfast with the usual unripe fruits and vegan pastries. The coffees come out of a machine and lacks consistency. The staff were friendly. The California breakfast with crush avo and poached eggs was good. The bishops breakfast which is similar to the full English was average.

All in all would have been 4 out of 5 of if wasn’t for the...