Sleep Inn & Suites And Conference Center Downtown — Hotel in Indianapolis

One of the weirdest experiences I've ever had with a hotel. Biggest issue was their reservation system. I booked a room for one night on a Saturday and had the right dates selected. But when I get there (after having to wait for a half-hour because they wouldn't check anyone in until right at 3 PM, which I've never seen a hotel actually enforce that strictly before), they say there's no reservation for me. When I go in my email to double-check, I see it was set for the following Saturday. And the receptionist couldn't make any edits to the reservation. Since I needed somewhere to stay, I decided to book a second reservation for that night and just deal with the incorrect one after the trip. While booking the second reservation, I realized that on the hotel's final confirmation page before booking, it just automatically changed the date to the following Saturday...so I had to go in and set it back to the correct date I had selected in the first place. Never seen that from a hotel website before where it just randomly changes your selected dates like that. The actual hotel stay was just OK, room was fine for the price, housekeepers do good work...but you can hear most all of the noise coming from other guests in the hallway and even some noise from the lobby.

When I tried to contact Choice Hotels' customer service the day after I got back, there was zero flexibility for them to do anything due to the hotel's booking policy (even though the acknowledged this was entirely due to an error from the hotel's side). They wouldn't even give me a credit or points towards another stay. Since I'm stuck with this reservation and the money was paid already, I decide to go back down to Indy since it's not a bad drive and just stay again. Like the previous week, housekeeping was fine, noise was just as bad even though I stayed on the second floor this time. But this trip, I come back from a night out to find that the power is out in the entire hotel. And front desk staff is nowhere to be found. At this point, I just get packed up, leave the keys behind and go.

Only reason I'm being nice and giving this 2 stars instead of 1 is, even though there were obviously issues with the building, the housekeepers did do a good job with the rooms, and there at least weren't any bugs or rodents that I saw (wouldn't be surprised if others had a different experience with that, though). Absolutely won't be staying here again.

Update with a clarification (since the GM replied and, apparently, didn't comprehend one of the issues correctly): I'm aware that no one from the hotel went in to manually change the dates. What I observed is what appears to be a website glitch, where the dates were automatically altered with no warning when I browsed to the last page before booking. This was an issue on the side of the Sleep Inn hotel and...

Appawn arrival was told there is a $150 accidental fee which I stated was rather high compared to other hotels. They said they would only charge 100. We get to our room and find out that they didn't give us the room we booked with an extra pull out bed. The found huge urine stain on the sheet when I pulled the covers to the king. Went to the desk to negotiate the situation. I was advised that all the bigger rooms were unavailable and that we could only get another same size room and they would bring us a roll-away cot. (At this point I was upset but "sh!t happens" I understand) I accepted the reasonable offer and requested a price adjustment, which was denied and said that they never do any type of discount. "Qoute" I already got the best deal through 3rd party booking. Then was reassured by the front desk that this has never happened prior and a total fluke. I get card to next room and told to go check it prior to relocating my family first. Sense my wife is on crutches at the moment post surgery. When I check the new room I find more huge stains, blood on the mattresses, food wrappers plus cheetos in the bed. I take pictures and go back down. I was told there is nothing else there were going to do I could leave if I wish but they wouldn't refund my money. I demanded that was not acceptable and requested the management # along with the legal requirements to refund my money. Desk attendant stated (3rd party would have to refund it and the wouldn't have anything to do with it). Assuming I wouldn't be able to get ahold of them at 8pm on a weekend. I did get ahold of them and the employee called the management "that I was told was on vacation & wouldn't answer prior conversation". To get clearance for 3rd party to refund. Management had his employee ask if I had used the room which seemed ridiculous but whatever. Then had the employee actually go inspect both rooms to see for themselves if the allegations with indeed true. After further delegations at the desk about what employees clean them and so on I was able to get clearance for the refund from my 3rd party almost 2 hours later from arrival date. (Expedia) who did and excellent job and stayed on the phone the entire process also took care of another room at a nicer hotel for $60 less then originally was booked. To say the less this was the worst experience with any hotel I've ever had. Not including the part of town it is in, which we were aware of from the beginning. This was a emergency surgery booking. Also the pool which I found picture comically photos hopped, is just a joke fully just to state they have one. It's smaller then a king bed. Do yourself a favor and don't got...

Honest review! I stayed at this location for a few days. The breakfast is terrible. Food not hot, cheese omelets where cheese tasted wet and sausage was salty. Best thing was fruit.

This location continues to have elevator issues. So bad that signs were posted in the elevator, if you get stuck, call the front desk for assistance. Day before check out the elevator stopped working and I had to get assistance to carry my bags down 4 flights of stairs.

The most disgusting thing was the continuous smell of moldy /sewage smell as I exited my room daily on 4th floor in corner - 422. I reported this several times however the front desk just apologized and smiled. They finally offered to move my room however had nothing equivalent to what I paid for. Upon check out the next level manager appears and decides it's ok to tell me, a choice member what I didn't accept versus address the issues. I advised I was over it and just check me out.

In addition, 2 face towels in my bathroom were mildewed and couldn't be used. Overall they need to check in the walls to get to the real issue of the smell and the property needs to be upgraded. Add lastly it's close to a main road so it's kind of noisy.

Customer Service is definitely a lost art!

Update to Original Post - 8/2024

A week later I received a survey and completed it based on my experience. 24 hours after the survey was submitted the manager T. Mister sends me a unprofessional email template she modified with additional rudeness from her personal email domain. I was so appalled I contacted the corporate customer service # regarding the matter and they handled it more professional then the property manager T. Mister. However instead of leaving it closed, they started with me again. The owner of the property calls me and leaves a message for me to call back.5 mins after the missed call I received a nasty email from the owner stating the following:

SUBJECT: Do not rent

Hi

When you come to stay at Sleep inn and Suites we offer you to change room and you don't wanted to change and if you had issue you had option to check out and you don't wanted to do that either and now you complain and get free points, we have decided instead of making money we lose more money on your room so we will not rent you room here at this hotel so please never book the room here again as we are putting you in do not rent.

Thank you

The property owner & management are terrible and this property should mark its days. You can not treat customers any kind of way because you never know who knows who. I may need to contact Mr. Pacious- CEO of...