Hotel Indigo Atlanta Airport - College Park by IHG — Hotel in College Park

I chose this hotel based on previous good experiences at other Hotel Indigo properties (I wanted to love this hotel) AND because the Hotel is less than a mile from ATL and advertises a complimentary 24/7 airport shuttle. It is a POTENTIALLY good hotel with a great location (only 1-½ blocks from great rail connection to airport...IF you don't have much luggage to carry).

Issues:

After waiting a half-hour at the ATL airport shuttle curbside pick-up location, watching many other hotel shuttles (including a number of IHG properties) pick up passengers, I called the hotel. I was informed that (despite the website ad of "24/7" shuttle service), the shuttle is only offered until 10PM (I was waiting from about 9:40PM), and then, that the "shuttle is busted". So I spent a LOT on an Uber for the short ride to the hotel.

Upon arrival, the Saturday 10/12 night desk person was entertaining a female visitor behind the desk, to the point that she was actually hanging on the man's neck and playing with him while I was checking in and interacting with the desk attendant. Really unprofessional and a bad look for a hotel, yet he seemed clueless in his playboy persona.

Upon entrance to the room, I tried to watch a college football game 4th quarter, but the TV connection was not working properly.

I attempted to use the room phone to call the desk for service, but the phone was not operational.

Using my cell phone, I called the desk. The same attendant answered and was still interacting with "baby" before engaging in conversation with me. Receiving this response, I told him not to bother assisting me. I waited until the following day to have the TV connection corrected.

The bathroom toilet made significant noise through the night. When I wanted to close the bathroom door, I found that the door did not fit properly in the frame.

In the morning, I discovered that the coffee machine was not operational. On my way out to breakfast, I entered the GM's office and explained the above issues to him. His response, after excuses about the failure to provide the advertised shuttle (he admitted they have TWO out-of-service shuttles), was (re the other issues) "I'll make it right". I expected that upon my return, I would have an operational coffee machine. No such luck.

Two days later, on my way out to lunch, I again encounter the GM in his office, and reminded him about the coffee machine. He stated that he had "forgot", and indicated that he would attend to this right away.

Upon my check out the next day, I again encounter the GM, and reminded him that the coffee machine was still not working. Again, he stated that he would have a new coffee machine sent up right away, to which I replied, "I am checking out."

The room's desk chair had multiple tears in the seat fabric, and there were areas in the room that appeared to not have been addressed by cleaners in some time...weeks or longer.

There was no water offered at the desk, or stocked in the room; which is highly unusual for a national flag hotel, especially for a hotel group program "member" traveler.

The in-property restaurant and bar was not open during any of the times that I exited or entered the hotel in my four-night stay. A completely wasted (potential) amenity, especially during football season and baseball playoffs.

Hotel Indigo's breakfast rating: "Gentlemen's C", very basic, open only until 9AM. Express-ish, at best. Coffee not hot on two separate days. By contrast, the hotel I am writing this from (Louisville) has a fantastic breakfast available 6AM-11AM, for about the same rate.

For an Indigo Hotel (which generally has a modern and forward-looking design), this property feels dated and requires investment. FIX your SHUTTLE!

In short, I found the GM to be relatively unprofessional and ineffective in his communication to me and in the presentation of the product, and relatively clueless about the condition of his property he "manages". IF he communicated to staff regarding any of the issues that I raised, the staff apparently ignores him. I don't know WHAT the GM had in mind when he told me that he would "make it right", but he certainly did not, and did not appear to make an effort. NOTE that all of the OTHER staff not mentioned above that I encountered were professional, pleasant and helpful, and...

My experience at your hotel was nowhere near what I would expect from a three-star property. To start with, the reason I chose the hotel was because it was close to airport and not far away from the Marta station. They did allow me to check in early. This is the only positive thing I can say about this hotel and staff.

My initial observation on check-in was that the room was okay. Plenty of space, good bathroom facilities. On first glance the only thing wrong was that the room did not have a king-size bed as advertised.

The next problem I saw was that there was not an ice machine on my floor. I had to go to another floor to get ice. No offer was made to move me to another room when I complained about this at the front desk.

My first night there I was tired from traveling. I was ready to eat dinner and settle down for the night. I quickly found out there were no decent restaurants within walking distance of the hotel. There are not even any small stores close by where you can walk to for soda or beer. I asked the clerk at the front if it was possible for the courtesy van to take me to the closest shopping place where I could purchase a few things. I was told the van only went to the airport and back. I ended up just ordering a delivery pizza. Even this went sideways as I tried to get a $20 bill cashed at the front desk so I could tip the driver. I was told that the hotel did not provide that service.

The next morning, I decided to eat the breakfast buffet offered by the hotel. It was a standard breakfast buffet offering biscuits, gravy, eggs, sausage and hash browns. All for $14.00. There were only 2 or 3 other guest in there eating at 7:30 AM. I soon found out why only a few guest were eating there. The food was horrible. The problem was their sausages. They had been frozen and thawed many times over and should never have been served. They tasted old and freezer burned. The rest of the food was cooked in this sausage grease. I could not believe they were actually serving this.

I decided to speak with the manager. I informed the clerk at the front. The clerk went to get her. She was at the property but would not come out of her office to speak with me. Honestly, that was a first for me. I’ve never seen a manager of a hotel refuse to speak with a guest. I spoke with the clerk at the desk. He was resentful and argued ever point. I finally threw up my hands and left the front desk. I never spoke to anyone else there for the remainder of my stay. And no one from the hotel attempted to contact me.

I stayed there for three nights. Maid service was almost non-existent. I did not receive any for the first two nights. For the third and last night, I noticed they came in and gave me some shampoo and new towels. No attempt was made to clean the room or to make up the bed.

Certainly, this is my last visit to this hotel and to the IHG hotel chain. I am going to express my opinion on every ratings website that I can find. This hotel...

My experience at your hotel was nowhere near what I would expect from a three-star property. To start with, the reason I chose the hotel was because it was close to airport and not far away from the Marta station. They did allow me to check in early. This is the only positive thing I can say about this hotel and staff. ||My initial observation on check-in was that the room was okay. Plenty of space, good bathroom facilities. On first glance the only thing wrong was that the room did not have a king-size bed as advertised. ||The next problem I saw was that there was not an ice machine on my floor. I had to go to another floor to get ice. No offer was made to move me to another room when I complained about this at the front desk. ||My first night there I was tired from traveling. I was ready to eat dinner and settle down for the night. I quickly found out there were no decent restaurants within walking distance of the hotel. There are not even any small stores close by where you can walk to for soda or beer. I asked the clerk at the front if it was possible for the courtesy van to take me to the closest shopping place where I could purchase a few things. I was told the van only went to the airport and back. I ended up just ordering a delivery pizza. Even this went sideways as I tried to get a $20 bill cashed at the front desk so I could tip the driver. I was told that the hotel did not provide that service.||The next morning, I decided to eat the breakfast buffet offered by the hotel. It was a standard breakfast buffet offering biscuits, gravy, eggs, sausage and hash browns. All for $14.00. There were only 2 or 3 other guest in there eating at 7:30 AM. I soon found out why only a few guest were eating there. The food was horrible. The problem was their sausages. They had been frozen and thawed many times over and should never have been served. They tasted old and freezer burned. The rest of the food was cooked in this sausage grease. I could not believe they were actually serving this.||I decided to speak with the manager. I informed the clerk at the front. The clerk went to get her. She was at the property but would not come out of her office to speak with me. Honestly, that was a first for me. I’ve never seen a manager of a hotel refuse to speak with a guest. I spoke with the clerk at the desk. He was resentful and argued ever point. I finally threw up my hands and left the front desk. I never spoke to anyone else there for the remainder of my stay. And no one from the hotel attempted to contact me. ||I stayed there for three nights. Maid service was almost non-existent. I did not receive any for the first two nights. For the third and last night, I noticed they came in and gave me some shampoo and new towels. No attempt was made to clean the room or to make up the bed.||Certainly, this is my last visit to this hotel and to the IGH...