Hotel Indigo Cleveland-Beachwood, an IHG Hotel — Hotel in Beachwood

I would have loved to give them 5 stars because the two front desk agents that we dealt with for the majority of our stay were wonderful, friendly and very helpful to the best of their ability. We drove from Texas to Ohio and we were there for a family reunion. We were told when booking that we would have breakfast included in our stay, however the first morning we woke up to discover that we would not be receiving breakfast because it was put in our reservation as no breakfast. The host asked as well as my mother when we booked them. We alone were a family of 9. The desk agents tried several times to contact someone, however the lady who did the booking was on vacation. My room had hot water the first night, but the next morning and the next 3 days we had no hot water in none of the three rooms my family booked. In my room our cable wouldn’t work after the first night. The front desk agent did try to reset it for us. It started to turn back on but to no avail. My teens hooked up their gaming system for the rest of our stay. The housekeeping staff were very friendly and helpful as well. Our last night there, we had a new front desk agent who knew nothing about anything, but was still trying to help. When we were leaving the next morning she took down our information and told us that the GM was gone but coming back in a few hours (10, and we were leaving at around 8:10). We left two phone numbers because we were about to get on the road to head back home. After three weeks we still had not heard from anyone. My mom called the main office number of the hotels and she was given a one night free stay for her inconvenience. However no one else was able to be compensated because although we paid with different cards the initial reservation was in her name. It’s crazy that she had to call after three weeks because no one had reached out to us about our issues...

My wife and I decided to celebrate our anniversary at the Indigo. We checked in on September 1st and checked out on September 4th. On Saturday September 2nd we had reservations outside the hotel. We were gone for several hours. When we returned to our room we noticed that our key cards weren't working. When I went to the lobby to find out what the issue was, I was told by the attendant that our room was given to someone else and that the system was showing that we never checked in. This was after they had taken our money of course which should have been refunded which in my opinion and everyone that I've talked to would've been the right thing to do. The key card not working was not that big of a deal. My main issue in all of this is the fact that the hotel put my wife and I in a dangerous and unsafe position that could have ended very badly. This person that our room was given to had access to our room! He was in our room! Our belongings was still in the room! The attendant that I talked to about the key cards told me that she went up to the room and saw that our belongings was still there and yet gave our room away anyway. What if my wife was in the room by herself a sleep. What if she was in the shower when this guy walked in! This could have turned out very badly for my wife. I made several attempts to notify the manager and the owner who said in her email that she would be in touch with me to discuss what happened. Still Til this day I have not heard from her which is of no surprise to me. And to come across dirty sheets that we were sleeping on. I have frequented alot of hotels and the Indigo in Beachwood is one of those hotels. This is by far the worst experience I have ever had in my life as far as hotels go. We will never ever return, and will be warning every social media platform that we can think of about the danger that this...

Let's start with the good:

Location: The location of this hotel is perfect. It's within 5 minutes of the bypass/highway, and also within 5 minutes of many shopping centres. The neighborhood was clean and felt very safe, which is always a gamble as an out-of-towner, so I was pleasantly surprised here.

Service: The front desk staff was super friendly and pleasant. Big shout out to Jade...you know why I'm thanking you, girl!!!! :) I also thought it was top tier customer service to include a complimentary bag of water bottles and {{{delicious homemade}}} cookies when we arrived at our stay. Plus complimentary waters in the lobby, and the lobby coffee was actually good!!! The cleaning staff also seemed friendly as did the other guests I encountered.

Now for the not so good.....

Rooms: Although I will likely stay here again, I have to agree with many other reviewers in stating that the bathrooms are in desperate need of repairs, deep cleanings, and updates. Definitely not the cleanest hotel room I've ever stayed in, especially the bathroom. The biggest problem is that our bathroom smelled like straight up sewage, and strongly. I think there's a problem somewhere in the plumbing. It didn't seem surface-level. Also, like others have said, the sliding glass door is sooo loud and noisy and does nothing for bathroom privacy. Very strange architectural choice. I will say that the mini fridge was very clean and the bed seemed clean as well. The comforter/blanket was very thin and left a lot to be desired. Comfortable pillows and decently comfortable bed though.

All in all, like I said, I will likely stay here again....I just hope they have the plumbing issue figured...