Hotel Indigo Denver Downtown-Union Station by IHG — Hotel in Denver

This hotel, failed on every front, providing a service that can only be described as shockingly bad and completely disrespectful.

As we checked in, we were hit with a baffling demand to pay the full booking amount of $1,200, despite having clear email confirmation that our esteemed Fortune 500 company had already settled the bill in full. It felt like a blatant attempt to double-charge unsuspecting guests, and we adamantly refused to comply, vowing to resolve the matter with our company.

To add insult to injury, the manager, Zeke, singled me out during dinner, making an unjustifiable fuss about my payment, while my coworker's room was allegedly paid for. It was clear that this was more about asserting his authority than providing genuine customer service for our business conference attendees.

Zeke insisted on having my personal card on file that very night, completely disregarding the fact that my company had assured payment the following morning. His inflexible approach caused unnecessary stress, as I frantically reached out to management after hours to secure a credit card number, just to avoid any potential double-charging fiasco.

Upon finally providing the required card, we encountered yet another display of incompetence. Receipts or statements confirming our payment for just one night, as they claimed, were nowhere to be found. The manager's response to this glaring discrepancy? A nonchalant "I don't know, you received the wrong email." Such disregard for their own mistakes was simply unacceptable.

Despite supposedly resolving the payment issue, we were astounded to find ourselves locked out of our room. The hotel's inexplicable decision to deactivate our key card, even after acknowledging our payment for one night, left us feeling frustrated and embarrassed.

When seeking assistance from the reception desk, we were met with resistance and secrecy. Zeke, the manager responsible for these issues, remained shielded by anonymity, refusing to provide his last name. This lack of accountability only further fueled our discontent.

As if the payment ordeal wasn't enough, the housekeeping staff demonstrated their incompetence and disrespect. Despite repeatedly declining their services, they invaded our room without hesitation, seemingly oblivious to our clear objections. This utter lack of consideration for our privacy was deeply infuriating.

In summary, this hotel provided an experience far from the comfort and professionalism one would expect. I strongly urge anyone considering a stay here to think twice. Spare yourself the stress, frustration, and disrespectful treatment, and explore alternative accommodation options that truly value their guests. This establishment has much to learn about customer service and accountability, and until they do, they should be avoided...

Of all the disappointments with this hotel, the most vexing is that they allow guests to keep unattended dogs in their rooms, even after receiving complaints that the dogs bark incessantly when their owners are absent.||When I made my reservation - and when I checked into the hotel - I made one request: a quiet room. I had to wait 45 minutes after the regular check in time for my room to be ready, apparently because the front desk “trainee” didn’t think to alert the housekeeping staff to expedite the cleaning of the room for which I was waiting. The room was generally quiet apart from mechanical noises (A/C and an occasionally clanking pipe). But before too long that quiet was replaced with the sound of a barking and crying dog. I called the front desk, but no one answered, because the hotel clearly is understaffed. So I went down to the lobby. When I told a different front desk clerk (who identified herself as the supervisor) about the dog, she said she would call the guest whose room it was and tell her to return to the hotel. Apparently, the guest, knowing of the dog’s behavioral issues when unattended, had given the desk clerk her cellphone number. Within 15 minutes or so, the guest returned to her room and the dog, thankfully, stopped barking.||But the same thing happened the following afternoon. The hotel staff, knowing of the dog’s barking problem, again permitted the guest to leave her dog in her room unattended. It was a virtual certainty that the dog would bark and cry again, disturbing guests in all of the nearby rooms, but the hotel staff apparently did not care—or at least didn’t think the matter through. ||After conferring with other unhappy guests on the floor I called the front desk again. The same supervisor I spoke with the day before told me the hotel is “pet friendly” suggesting they care more about pets than human guests. It was over an hour before the guest returned and barking stopped.||One final issue—the hot water dispenser in the lobby dispenser water with an unmistakable coffee flavor. I can’t drink coffee, and I could not enjoy a customer of tea. It is not difficult to keep the hot water container and mechanism free from coffee, but Hotel Indigo was incapable of doing it.||I would not stay at this property again, even...

Of all the disappointments with this hotel, the most vexing is that they allow guests to keep unattended dogs in their rooms, even after receiving complaints that the dogs bark incessantly when their owners are absent.

When I made my reservation - and when I checked into the hotel - I made one request: a quiet room. I had to wait 45 minutes after the regular check in time for my room to be ready, apparently because the front desk “trainee” didn’t think to alert the housekeeping staff to expedite the cleaning of the room for which I was waiting. The room was generally quiet apart from mechanical noises (A/C and an occasionally clanking pipe). But before too long that quiet was replaced with the sound of a barking and crying dog. I called the front desk, but no one answered, because the hotel clearly is understaffed. So I went down to the lobby. When I told a different front desk clerk (who identified herself as the supervisor) about the dog, she said she would call the guest whose room it was and tell her to return to the hotel. Apparently, the guest, knowing of the dog’s behavioral issues when unattended, had given the desk clerk her cellphone number. Within 15 minutes or so, the guest returned to her room and the dog, thankfully, stopped barking.

But the same thing happened the following afternoon. The hotel staff, knowing of the dog’s barking problem, again permitted the guest to leave her dog in her room unattended. It was a virtual certainty that the dog would bark and cry again, disturbing guests in all of the nearby rooms, but the hotel staff apparently did not care—or at least didn’t think the matter through.

After conferring with other unhappy guests on the floor I called the front desk again. The same supervisor I spoke with the day before told me the hotel is “pet friendly” suggesting they care more about pets than human guests. It was over an hour before the guest returned and barking stopped.

One final issue—the hot water dispenser in the lobby dispenser water with an unmistakable coffee flavor. I can’t drink coffee, and I could not enjoy a cup of tea. It is not difficult to keep the hot water container and mechanism free from coffee, but Hotel Indigo was incapable of doing it.

I would not stay at this property again, even...