Hotel Indigo San Diego del Mar by IHG — Hotel in Del Mar

Worst IHG experience ever. We showed up and got a room that had a nice view but you could tell this hotel has seen better days. They were clean and minimal but everything was worn out, out dated and discolored. We were there for the scenery though so we were fine. It rained that night and once the rain stopped we stepped out of our room and into a big puddle. Whatever we were not letting these things bother us. We were just grabbing something from the car. But when we went to get back in the room just after 1am. The door didn't work.we tried both cards, nothing. The front desk gave us 2 new ones still nothing. She made another, still nothing. We then waited outside our room which is out side at 1 am in the cold and wet as she went to grab the master key to let us in. She came back with some keys but none of them worked because they were "labeled wrong". Everything we had brought with us was locked in the room. Food, water, toiletries, clothes, wallets, etc. So we couldn't leave this place if we had wanted. The front desk person said they contacted the GM but he wasn't answering because he was probably asleep. The next person on shift wouldn't be there until 645am and the maintenance guy wouldn't get there till 8 am so she was just going to have us wait until someone came in or responded. Well lucky us she was going to give us another room to wait in. The room she picked was in a dark corner of the same building. It was even more run down and had a view of a couple of parking spaces. Of course I couldn't really sleep because I wasn't even able to get completely ready for bed due to being locked out from everything I had. By 630 I was already in the lobby seeing if they had a solution. Still no. I can't go anywhere and I can't buy anything so I'm still stuck in a dingy room wearing the same thing I was wearing the day before. Finally at 7am they unlock the door to our room and call us to let us know that it's sitting open. We get to our old room with all our stuff and it was sitting ajar and unattended. We go in and start showering and packing up because checkout is 11 am giving us no time to sleep or anything. While we are packing and getting ready the call us to ask us which room we are keeping. (We are a 1 night stay and check out is in 3 hrs.) I let them know that I was leaving. They gave us free breakfast to try and make up for this. Of course it didn't because we paid to be held hostage and it ruined all our morning plans on top of not being able to sleep. After breakfast we drove home 2 hrs exhausted just to get a vacation from our staycation.

Reply to owner: Less than pleasant than I would have like?! I was locked out of my room for longer than I was in it. I still haven't gotten a refund for the stay. I paid to stand around your lobby waiting for someone to do something. I hope you lose your franchising. This is ridiculous how you held me hostage, don't give me a refund then ask me to come back. Why would I come back with such...

Stayed at this hotel for a weekend trip and was so excited because the reviews and location looked great. Immediately upon checking in started my bad experience. My boyfriend and I travel a lot and we are younger so sometimes we do get treated differently because our age but the interaction I had with the front desk and our whole trip was extremely discouraging. I went in to check into our room and I was waiting to be helped as both associates were busy with other guests. I was hearing the interaction from the associates with the other guests and they seemed super nice, I understand this hotel offers a lot more benefits to the stay if you are an IHG member that other hotels don't. My boyfriend and I are both IHG members and that was another thing we were excited about the stay was the benefits. Once one of the associates were free I went up to the counter and immediately his demeanor changed. He asked me "what I want" and I asked to be check into my room. I gave all information needed to and following that he was very short with me and offered no other help to getting to my room or a contact if we needed any help. So I just left and we found our room but that interaction made me feel very uncomfortable for the rest of the trip. The next night we got back to the hotel late, and I went into the lobby to buy water, I got the water and was just waiting at the front desk for someone to check me out. The same man who checked me in came out and apologized for the long wait and asked if I wanted it charged to my room which I said yes and grabbed my room card out, as I was doing that my boyfriend walked in to see if everything was okay as I had been waiting a long time and immediately the associate said I didn't have to pay for the water and it was "on the house" which was kind, but up until my boyfriend walking in he had begun a transaction so that threw me off. Otherwise the trip was okay, we really loved the location of the hotel and that it was so close to downtown Del Mar & the beach. The last thing we had a problem with is that we stayed for 3 entire days and not once did we get house keeping OR clean towels at all. That was super frustrating as we intentionally didn't put any of the door signs of "do not disturb" because we wanted clean towels and the trash taken out. Every other hotel I have stayed at, house keeping comes every day so I don't know if it is different with this hotel but I had felt so uncomfortable with my prior interactions with the front desk I didn't feel like it was worth it to go ask for new towels or someone to come into the room. I am not posting this in hopes to get anything out of it I am just wanting to put a warning out there if you are a younger traveler (20-23) I wouldn't stay here. From my observation the hotel seemed to cater to an older 'Business' crowd. Its very disappointing to spend the same money as anyone else to stay at the same place and to walk away from a vacation feeling distraught...

Worst IHG experience ever. We showed up and got a room that had a nice view but you could tell this hotel has seen better days. They were clean and minimal but everything was worn out, out dated and discolored. We were there for the scenery though so we were fine. It rained that night and once the rain stopped we stepped out of our room and into a big puddle. Whatever we were not letting these things bother us. We were just grabbing something from the car. But when we went to get back in the room just after 1am. The door didn't work.we tried both cards, nothing. The front desk gave us 2 new ones still nothing. She made another, still nothing. We then waited outside our room which is out side at 1 am in the cold and wet as she went to grab the master key to let us in. She came back with some keys but none of them worked because they were "labeled wrong". Everything we had brought with us was locked in the room. Food, water, toiletries, clothes, wallets, etc. So we couldn't leave this place if we had wanted. The front desk person said they contacted the GM but he wasn't answering because he was probably asleep. The next person on shift wouldn't be there until 645am and the maintenance guy wouldn't get there till 8 am so she was just going to have us wait until someone came in or responded. Well lucky us she was going to give us another room to wait in. The room she picked was in a dark corner of the same building. It was even more run down and had a view of a couple of parking spaces. Of course I couldn't really sleep because I wasn't even able to get completely ready for bed due to being locked out from everything I had. By 630 I was already in the lobby seeing if they had a solution. Still no. I can't go anywhere and I can't buy anything so I'm still stuck in a dingy room wearing the same thing I was wearing the day before. Finally at 7am they unlock the door to our room and call us to let us know that it's sitting open. We get to our old room with all our stuff and it was sitting ajar and unattended. We go in and start showering and packing up because checkout is 11 am giving us no time to sleep or anything. While we are packing and getting ready the call us to ask us which room we are keeping. (We are a 1 night stay and check out is in 3 hrs.) I let them know that I was leaving. They gave us free breakfast to try and make up for this. Of course it didn't because we paid to be held hostage and it ruined all our morning plans on top of not being able to sleep. After breakfast we drove home 2 hrs exhausted just to get a vacation from...