Hotel Indigo Asheville Downtown by IHG — Hotel in Asheville

For the cost of these rooms, we really expected a much more comfortable and luxurious stay. What a disappointment. I want to preface by saying that the gentleman who checked us in and especially the one young man operating the valet were phenomenal. That's about where the praise ends.

To kick things off, we were not alerted prior to booking, or even during the booking process, that valet parking was mandatory and would cost us an additional $25 per night. We didn't find out about this charge until we had already booked our stay and frankly, I found this pretty shady.

The beds and linens were terrible. Lumpiest pillows I've had in a hotel in a LONG time, and the blankets were thin, scratchy and a terrible quality. Nothing that I would expect from a hotel that costs upwards of $200/night. I've literally stayed at Quality Inns (recently!) with much nicer linens.

The hotel was under construction. It didn't impact our stay much (except one of the elevators was a bit wonky and struggled to close its door) but again, this is information that should have been made clear to guests PRIOR to arrival. The communication was non-existent.

The coffee in the rooms was undrinkable, which I imagine is by design because there is a cafe in the lobby with paid drinks. Those drinks were far better, but unfortunately the cafe was only ever staffed by ONE overworked barista/bartender and so the service was unbearably slow. Again, I expect more from a hotel of this (supposed) caliber. A mint. A chocolate. Decent coffee. More than one staff at the cafe on a Saturday. We aren't asking for the moon here.

The cherry on top was the shower head falling apart and flying off the wall mid-shower on our first morning. We were in a rush to make an appointment and so we asked the front desk if we could be moved to another room so our party of 3 could finish showering and get ready to go. We were told they only had one other room available, and it was more expensive than the one we had booked, and we'd have to pay the difference. Because OUR room was literally falling apart. Instead we had to wait for maintenance to come up and replace the broken shower head (which was a cheap plastic thing clearly not built to last). We hopped online and looked at the availability, and were able to book a CHEAPER room then and there ourselves (which we regrettably did, because the beds were too small and we needed some extra space anyway). I asked the front desk to have a manager contact me regarding these issues. No one ever reached out.

Why we were lied to at the front desk remains a mystery. Why we were offered NO form of compensation for the hassle of having our plans derailed because of a faulty room is also a mystery. Why my request for a callback from management was ignored, another mystery. I'm sure that management will attempt to explain it away somehow, but I'll cap this review off with the fact that my family has owned and operated our OWN hotel for over 30 years and I was once the GM of a casino hotel myself. There is no excuse for this level of service. Not at any price but certainly not at these prices. We won't be giving our business to any IHG properties in the future if we...

There no indication on the IHG app that the hotel was being renovated, pulling up and finding out was not a pleasant surprise. The makeshift front desk was a mess & just not at all the expectations we had when we booked our vacation stay. We were placed on the 2nd floor where the hallway was full of renovation supplies, plungers, random chairs, tools and multiple workers. Our room was renovated, it was clean. We were woke up on Thursday morning to the sound of drills and hammering. We were annoyed but had a full day planned so we rolled with it. We return back to our room after being gone all day and house keeping never came. Friday morning again we are work up being hammering and drills. Then we receive a call from the front desk saying that they need to move us to another room because of some water line work that needed to be done. Again, annoying but we understand that things happen. We were told we would be upgraded to a suite. We let the front desk know that we were going to run down to have breakfast and we would be ready to move rooms. Once we were done eating we asked for the key to the new room & they said the room is being cleaned and the key would be brought up to our room shortly. An hour goes by and we haven’t heard anything. 30 more minutes go by and now we are annoyed because we are wasting our vacation day. We call down to the front office and we are told that there are 26 check outs so it’s taking a bit of time to clean the room. We packed up our luggage to place in our car so we didn’t waste any more of our day, now mind you we were planning to shower in the new room since our room never had house keeping the night before, so we did not have towels. So now we are without a room, carrying our luggage around in the heat in our car, and we are not showered for the day. We return back to the hotel & the guy at the front desk had no idea what had been going on and said we did not have a reservation. Then all of a sudden he remembers, but we were not assigned a room or left the drink vouchers that we were offered for our inconvenience. We were placed in a room on the 6th floor, not a suite. We ended up checking out a day early on Saturday due to the whole experience just being so awful. We have stayed in several other IHG properties in Asheville and never had any issues. We will definitely not stay at the Hotel...

Not overly impressed :-(

I frequent Asheville regularly and always wanted to stay at Indigo. I had an opportunity to do so with a friend and for the price, it was not great nor what I expected, since they seem like a higher-end hotel. It was average at best.

The room was not very clean, with hairs on the windowsills, a hair on the sheets something sticky, and cup/rings on the surface of the nightstand. I used wipes to wipe everything down. Under the dresser was not dusted. There were dirty fingerprint marks on the light switches. There were 4 coffees in the room, but only 2 packs of cheap condiments with only one sugar in each. The small fridge had an odd smell, and we did not use it.

Breakfast which was included was a disaster! Since there are so many good restaurants in Asheville, I was skeptical about eating at the hotel, but they said, it was a made-to-order, served breakfast and not a buffet. Since this is supposed to be a nicer hotel, we went with the breakfast. Service was odd. They are out of several things on their menu, bacon, Swiss cheese, and orange juice - most of what should be staples for any breakfast restaurant. Then I got a stale, wheat bread HEEL (which I've never been served in any restaurant!) with my omelet - this was very off-putting since they were out of so much it made me feel like they scrounged around for a piece of wheat bread. My vegetarian friend ordered an omelet with no meat, and it showed up with ham. They tried to make everything right, but it was unpleasant and made us wonder who was actually cooking and running the kitchen. Also, the sanitation rating posted was 96 which I felt should be better for this type of hotel.

On the flip side, the hotel desk staff was nice, and the valet parking was handled excellently (but I think it's a third party). The location was great and within walking distance to downtown.

Was hoping to take my husband back to stay, but I think not. I will be letting the hotel manager know about my disappointing experience. It's too bad as my friend said she stayed at a different Indigo and it was a great experience, but Asheville, not so much for...