Hotel Indigo Austin Downtown - University by IHG — Hotel in Austin

So here is my experience and how under no circumstances would I recommend this hotel. I purchased a brand new vehicle at the time of checking in that was 5 hours old. I picked it up from the dealer and drove from Dallas to Locharrt Texas. I purchased the valet parking pass for 40 bucks a night. Here are the following that personally they should not be representing the IHG chain of properties. First my bathroom lights did not work. Maintenance fixed.. Next morning upon checkout the thermostat was broken m. We hit a cold spell and the thermostat would not go up or down nor go to fan. Contacted the front desk who were so kind. Offered to send maintenance up but since we were checking out in about 29 minutes there was no point. Before leaving I tried to use the coffee maker says 3 minutes to brew. It would do nothing. . Called front desks. They just offered free coffee in the lobby. Checking out the total was different than my confirmation receipt. For some reason on their end they did but show was included. I showed her the receipt the manager Rochelle sent as happy the charge. So far they his was not a great experience. I neglected to add if you have an iPhone 15 you must bring your adapter m. You cannot use usb. The rooms are bit equipments. Lucky i had a battery pack was abject I go to my car and retrieve it. So here is the worst part. Upon checking out I was greeted by valet a young man by the name of Tanner very nice very kind very friendly, really exceeded my expectations of a valet person loaded my car up and we went inside the hotel to see if our room was ready. Luckily, it was ready. We spent about seven minutes in our room and our cars stood in front of the hotel while we changed and came right back down for the event we were in town for upon checking out the same valet person loaded my car as we loaded the car we noticed a huge gash in the middle of the tailgate and on the top part of the bumper so it looks like something maybe concrete hit the tailgate well I was at a football game with open parking no concrete I went to dinner open con. I’m sorry open parking lot no concrete the only concrete was in the hotels garage where my car was ballet parked and short, I have filed a claim with the valet parking insurance company and they are refusing to pay my claim on a car that is it’s now 14 days old I am outraged I have reported this to corporate no one wants to take responsibility. I am having to obtain a lawyer file small claims court Beyond vehicle damages because I have been dealing with management valet the storage Changes the employee also admitted that the damages went there when he took possession of the car and he noticed that the damages were not present when he brought the car back so my advice to you is a never ever ever ever stay at this hotel. The vskervadendabt also admitted to management the damages were not present. The hotel are limited with their resources and what they can do ,to resolve matters such as this. and if you need help, they’re not gonna be able to provide you really anything you’re going to be out of luck, which is unfortunate and for me who purchase a vacation package through the IHG franchise which I will be canceling. I

I’ll never stay at any Ihg hotel ever since we are frequent travelers and have so many options we have a choice on whom we do business with . A warning to anyone who considers staying at the hotel indigo Austin or any other location management can only do what they can do. This is between the general manager , the valet parking company and whomever holds their insurance and the last thing that I will say is that my valet ticket says Hotel Indigo I don’t know why I’m being put in the middle of insurance and Fleet/ valet. I mean it’s really I had no idea that there was a separate company that would be valet parking my car, so I would jjust say BEWARE! We did walk around the car ave check for damages but road with 1 stop no way that damage that high up hit something other than a parking structure which is where...

I am writing to express my profound disappointment with a recent stay at Hotel Indigo on 06/21-06/23. As the General Manager of two IHG hotels in Abilene, Texas, I have always held your brand in high regard due to a previous positive experience. However, my most recent stay was marred by a series of unfortunate events and the unprofessional conduct of your Manager on Duty, Roshelle Moore.

Upon arrival, my colleagues were met with a complete lack of greeting or acknowledgment from Roshelle during the check-in process. Despite their IHG status, it was not recognized, and their requests were dismissed rudely. The front desk agent who checked me in was friendly and helpful, but my colleague's experience with Roshelle was already setting a negative tone. She was very hateful and disrespectful to them. She rolled her eyes and obviously did not want to be there.

Upon entering my initial room, I discovered a yellow leak coming from the floor. The front desk offered to move me to a standard king room and waive the valet fee. I asked if they were going to lower the rate since I paid for a king suite and after a brief hold the gentleman miraculously found a king suite. However, the hallway leading to the new room had visible mold, and there was a maintenance issue in a nearby room. The second room itself had a non-functioning refrigerator and a previous guest's bathing suit left behind. I was offered a 20% discount, which I accepted, but the refrigerator issue was never addressed.

Throughout my stay, every interaction with Roshelle was unpleasant. She was consistently rude, disrespectful, and displayed a complete lack of professionalism. It always seemed to be aimed towards people of LGBTQI+ origin. I would never assume that it is because of that but it is highly suspect that certain people are treated one and others have such a horrible experience.

During checkout, I inquired with Roshelle about the valet fee, which she confirmed had been "taken care of." I reminded her of the promised 20% discount and complimentary valet due to the room issues. She insisted everything was handled, but upon reviewing the folio, there was no discount. I explained that the front desk mentioned noting it in the comments, but she dismissed this with an eye roll and snatched the receipt.

Feeling frustrated, I told her to forget about it. I stepped outside and overheard the valet staff discussing her frequent unprofessional behavior. Upon re-entering, I saw her in tears while speaking with her daughter. I apologized, explaining my position as a fellow General Manager and emphasizing that her personal issues were impacting her work and creating a negative guest experience. She accepted my apology, and I left.

However, two of my colleagues later faced unexpected $150 charges. When they called to inquire, they were met with even more hostility from Roshelle, who put them on hold for extended periods.

I understand that maintenance issues and reservation problems can arise, but the complete lack of basic hospitality and problem-solving skills exhibited by Roshelle was unacceptable. I am deeply disappointed that my experience did not reflect the usual high standards of the IHG brand. Unfortunately, due to this experience, I cannot, in good conscience, recommend Hotel Indigo to anyone.

I urge you to address these concerns seriously, as they are tarnishing the reputation of your hotel and brand. A quick skimming of your recent reviews reflect that our experience is one that is shared by many. I hope that appropriate action will be taken to prevent similar negative experiences for...

I am an event planner who got to travel back to Texas to run my sister's wedding ceremony plans, if they were going to have a very small wedding with family only, I wanted to make sure it was flawless.

I was excited to choose a hotel in the heart of Austin for my brief time there to highlight the beauty and culture of the area to my own husband who had not really spent time there. I figured even if all we saw was the miles of murals and the inside of our hotel, I wanted it to be a place he'd love to come back to with me later when things were back to normal.

Vallet parking had been advertised when we booked, but there were no vallets on site when we arrived, which is super frustrating because the steep slopes and one way streets surrounding the hotel make finding the parking entrance difficult.

We learned only after arriving that the Lady Bird Cafe downstairs would not be open at all, and that no room service would be available, nor any breakfast included with our stay which had been advertised as included with the booking.

The next morning, we could not find any hotel staff at all, and it was not until well into the afternoon that signs were placed indicating we would need to exit and use the services of the shared rooms of the Holiday Inn Express attached to the Indigo. The pool was dark and impossible to navigate from the Indigo entrance in the evening, and the staff didn't light the poolside bar area where the Indigo entrance was located until it was time for the pool to close. We could not reach anyone on any of the lines indicated for service on the phones in our rooms, and when we received our bills after the trip, they had mixed up charges between my own room and my brothers, which caused a lot of shock and inconvenience for him until we realized what had happened when I got my own bill days after. When we checked out in the late morning the following day, there still was no staff anywhere in the lobby, our rooms had not been seen to at all during our stay, and we ended up rescuing strangers lost in the stairwells in the same situation we'd found ourselves in before.

Beautiful hotel. Literally zero service. If you are going to be open (even during a pandemic), you need to communicate things to your guests. We definitely paid for yards of service we never experienced and I'm still upset about it...