Hotel Indigo Detroit Downtown by IHG — Hotel in Detroit

The hotel location was amazing the rooms were clean when we got there of what we could see but as we stayed there were little things that house keeping lacked our shower was very clean some of the bottles of shampoo, lotions.. were empty in our bathroom, our toilet was not flushing properly or at all by the time we left. The maintenance in the hotels were not upkept leaking water from the mens bathroom right next to the front desk area as a first time guess we had to tell them that needed to be repaired for safety. Our ac was not writing properly in one of our room and it took us 3 times to reach out to actually have someone to come up to change the battery. The front desk lady kept telling me it was motion sensor and kept trying to talked her way out of having to do her job. Until i went down to request for a manager and even then she argued with me to send maintenance up. When maintenance did come up it was a two seconds fix to the situation that could have been prevented if the front desk lady could have not been so confrontational-customer service etiquette is not her strong suit nor was it the person that worked the front desk the shift after and the lady at the bar/restaurant that was super rude told us we needed to take our beers to our table because she was not going to bring it to us. There was a total of about 6 people in the restaurant counting our party of four that night but okay.. this goes back to workers having better training in the customer service etiquette. Another thing that i did not like was the fact that being a reward members our group decided that we wanted to check out the 1pm Tigers game the next day and request to have a late check out, we were told to check back in at 9am to see the availability by the front desk lady and when i did go back to at 9am I was asked if we could possibly merge into one room cause they needed the room which being a rewards members didn't matter i guess. They ended up "letting" us stay until one not 2pm as what their hotel used as a perk to being a member which was fine because the game started at 1pm. But it was still annoying to have to argued or asked/beg several times after paying $200+ for a room. I do have to point out our breakfast server Eric was amazing went above and beyond to make our stay enjoyable food was amazing, such a very polite approachable person over all of all the workers we delt with Eric and the lady that checked us in were the only two that was polite and helpful. Two out of 10 workers we interact with were approachable that's not good for business in my opinion but than again what do I know I'm...

My recent stay at Hotel Indigo was pleasant! Upon check in, I was greeted by 2 front desk representatives. The woman who began to check me in (Alexis) was less than professional to say the least. She really needs to improve her customer service skills. Her system went down while checking me in and she ushered me to the next front desk rep to complete my reservation. Her system was restored within 1 minute and she proceeded to check other guests in. The Rep. she sent me to was unable to complete my reservation because it was still linked to Alexis. When I asked her why she didn't just wait to finish my reservation and allow the other Rep. to check in the other guests, she made a scene in the lobby and said I was accusing her of being racist. At no point was that the case. As a former front desk representative, I know it is your job to answer questions and more importantly to make guests feel comfortable and accommodated. Alexis could've truly ruined my experience with hotel Indigo... however that was not the case. Every other aspect of the hotel and its staff exceeded my expectations. The Rep. that did end up checking me in was able to validate my experience and focused on resolving the issue as opposed to being accusatory and confrontational. The housekeeping staff were friendly, courteous, and accommodating. The restaurant in the hotels was exceptional! The food was great, portions were huge, and the waitstaff/bartender was extremely professional and attentive. At one point I ordered a drink (Hugo), that the bartender was not familiar with. She promptly looked up the drink and was able to make it with no hesitation. It was honestly the best Hugo I've ever had!

Prior to check out on Monday, I received a call from the hotel manager to inquire into my concerns and to discuss my experiences. I explained my negative experience upon check in, but quickly pivoted to all the redeemable qualities of Indigo that led me to believe my experience was isolated and in no way representative of what Indigo stands for. The hotel manager was apologetic and thankful for my honest feedback. She asked if there was anything she could do to rectify my experience.

Ultimately all I wanted was a good, safe, and clean hotel to ease any angst associated with traveling to an unfamiliar place.

That is what I experienced... despite Alexis' poor customer service.

If I ever visit Detroit in the near future, I will be sure to stay at...

The best part about this place is it's location and easy access to the highway. Valet was nice and helpful (they're a 3rd party company not associated with the Hotel). I had never stayed here before, but my husband had when it was a Holiday Inn and thought it would still be as good as it was at his previous stays. WRONG, upon arrival we had to wait at least 30 minutes in line (which was all the way out the door) just to check-in. I had a reservation for a suite with a check-in time of 4 p.m. and by the time I actually reached the desk to check- in I was told my room wasn't ready yet they were still waiting for housekeeping to finish cleaning it. I was told they could hold me in a standard room until the room was cleaned and then I could transfer to the room I had reserved. I told them I wouldn't be sticking around and had to leave for my other iengagement. I asked if this would be an issue and if I could still move once I returned. I was told this wasn't a problem. So to not cause an issue and continue to hold up the line that was still going out the door I agreed. When getting to the room I did notice small things like no hand soap and being short on linens, but I assumed I was going to be moving and housekeeping would be coming back through. When I returned from my engagement I immediately went to the desk letting them know I was back ready to move only to be told they don't do that. If that's the case then why was this even offered to me? I was literally stuck as it was now late at night and I am 3 hours away from home with my whole family. I asked about compensation and was told I would be, but I literally have seen nothing not even an apology. Trying to sleep was terrible there was a awful loud noise (reading from other reviews I'm guessing was probably the elevator), it was on and off loud like our neighbors were partying, someone was having trouble with a door ( sounded like continual slamming trying to get it to latch shut), and the ac unit had a musty smell coming from it. We then decided to do breakfast there and that too was a bit much. $100 breakfast for 4 people and breakfast was no more than what you would get as a complimentary breakfast at any other hotel. Needless to say I sadly was not impressed and my husband said we won't stay again until it changes owners again. Definitely...