Hotel Indigo Cleveland Downtown by IHG — Hotel in Cleveland

My recent hotel experience was the worst I've ever had. When my significant other and I approached the counter for check-in, the receptionist asked for the last name on the reservation. I provided my last name and began to spell it out (as it's often mistaken for "Adkins"), but she immediately interrupted me, rudely snapping, "I know how to spell Atkins." I was taken aback by her attitude and remained silent, unsure how to respond to such rudeness. She then claimed she couldn't find my reservation while rolling her eyes, without even asking for the reservation number. I had to offer up the confirmation email myself. Instead of seeking clarification, she insinuated that I had put it under the wrong name. It turned out the reservation was under my significant other's name, as I had added him as a guest to the room, despite booking and paying for it under my name. Her response was another rude remark, "That's why I ASKED!" while still rolling her eyes, acting as if she were right and I was wrong. To be honest, she probably spelled my last name wrong from the start. If she had listened to me in the beginning, this whole ordeal could've been avoided. I never got her name, but she was a larger black woman with side bangs slicked back to her forehead.

The issues didn't stop there. The elevator proved to be another source of frustration, as it frequently made alarming noises and became stuck, leaving us with no choice but to climb over 6 flights of stairs to our room. Additionally, despite our friends requesting rooms on the same floor during the reservation process, we were informed upon arrival that this was not possible.

The area near the hotel is also not safe to walk around. We were approached by probably 10-15 people during our stay trying to bother us. It's also extremely loud all hours of the day and night. It wasn't a cheap hotel either, we paid around $250 a night, which was more expensive than the Hilton Garden Inn that we've stayed in that's 1000 times nicer. The combination of rude staff, malfunctioning facilities, and unsafe surroundings made for an utterly miserable experience that I would advise...

Hoping they will see this review and can send this off to their awful valet contractor:

We stayed at Hotel Indigo over Thanksgiving to visit our family. The hotel was great. It felt brand new and the staff was friendly.

However, we had valet take care of our car because we thought it would be safer than parking in the surface lot downtown. We were wrong…

Our car had been broken into in their valet garage and they broke in a window and attempted to break in the back windshield. The valet team at the hotel helped to patch the window with plastic as a temporary fix. They had us fill out an investigation form and claimed they would “make it right” and their investigation would be complete in 5 days. We did not have five days to wait, so we had to pay to get the window fixed ourselves before going home.

I understand that the valet company is a third party, but they represent the hotel that we were staying in, so hopefully this review serves as a warning to not use their valet service. The valet company has yet to complete the investigation after more than two weeks and we are out of $350 for the window repair and their $48/day valet fee. I asked the hotel if they could at least refund our valet fee, to which they said they could not and they don’t have control over the third party valet. However, it was on our hotel bill, and it could easily have been removed. I feel that the hotel is perfectly content with providing terrible valet service. It’s a shame because the overall hotel experience was very pleasant until this.

I regret giving this hotel a chance and wish I had just stayed at a Marriott property, where I am an upper tier rewards member. They always have a competent valet service wherever we stay.

To Hotel Indigo: I encourage you to look at your valet contractor and ask if they are providing a valuable service to your hotel. They ruined our Hotel Indigo experience and we are out $250 for a repair and ~$100 for...

The hotel is clean and beds were comfortable. However, that’s where the positive ends. Parking at $50 a night in addition to your room cost is crazy. We waited over 2 hours on Saturday to get our car parked. An hour of driving up and down the streets of Cleveland is what we encountered before we could even get in line. I called the hotel to ask if valet was working because we hadn’t seen any cars move for an hour and the desk clerk was not art all helpful. He said it was the time of day causing delays. Once in line we waited 47 minutes in our car before we could get anyone’s attention. During this time only 2 cars were parked. When I finally got the attendants attention I asked how long the wait would be (we already had a valet acct having checked in on Friday). The attendants said oh You don’t have to wait just leave your keys in the car and we’ll get to it. Great idea, right? New car- Cleveland- keys in car- unattended. $50 a night for this service- unacceptable.

Return to our room to find housekeeping never checked our room. No clean towels or toiletries restock. The following morning I stopped at the desk at 6:45 and asked if we could please get clean towels as well as toilet paper and tissues. The desk clerk wrote it down. We returned to room at 3pm and again found it hadn’t been attended to. I went to the desk and when I asked the clerk for supplies she stated oh no they didn’t get your room? She went to the basement to get items and came back with hand towels, TP and tissues stating towels and washcloths were in dryer and she’d personally bring them up as soon as they were done. @6:30 I called the front desk because we were still waiting on towels and washcloths. An attendant brought towels but no washcloths.

The lack of customer service was disappointing. iHG hotels used to wow us but unfortunately we were again left...