The Alexander — Hotel in Indianapolis

We had booked a handicapped accessible room for 2 nights. The first night we were there, the elevator broke, trapping my paraplegic brother on the 5th floor. We had tickets to an event, but could not get him off the 5th level, as he is paralyzed from the neck down and uses a specialized wheelchair and other delicate medical equipment. When I went down to the front desk, I was told that they had no idea when the elevator would be fixed. When I said my brother was essentially trapped up there, and that we were going to miss the event we traveled all this way for, the gentleman at the desk replied, “I can’t make the elevator work”. That response was upsetting. He followed that up by offering to help carry my brother down the stairs, but again, he has specialized medical equipment that is fragile. I checked back in at the front desk around 11am that same day to inquire about the elevator. He said he had no update. I said we would check out because once we got my brother off of the fifth floor, there’s no way we can get him back up. We carried him from the fifth floor down to the second floor. We did it by ourselves (me, my sister, my husband, and my nephew). It was humiliating for my brother and dangerous for all of us. We missed our event and drove home a day early. The gentleman at the front desk said we would be getting a refund for the second night, as we were unable to stay (obviously). There was no offer of another handicap accessible room. With that said, Expedia will not refund the amount because the Alexander failed to note that we checked out early. Both Expedia and myself have called multiple times to speak to a manager about this issue, but it seems the manager is always “in a meeting”. This experience was awful. A day of traveling (each way) just to miss the event. No real apology. And now a charge for the night we couldn’t physically get to our room. Not to mention the blatant danger this put my brother in. What if there had been a fire or he had a medical emergency? For that matter, what if we had fallen while trying to carry him?? He’s a person too and deserved to treated as a respected guest. He was clearly not a priority. In fact, his situation was completely brushed off. I am so extremely disgusted with this hotel.

Response to Manager that called:

While you did reach out to me, I am still disgusted. Your employee, while professional and polite, told me that he “could not make the elevator work”. What kind of response is that to a guest that has a trapped, handicapped loved one on the fifth floor? We were not offered a discount on our one night stay. We were not refunded the cost of the event that we missed. We were not offered another handicapped accessible room. We had to fight with Expedia for weeks because you were unreachable. We were brushed off. Ignored. How dare you say that you are willing to make this situation right while defending the actions that were blatantly unethical? No, I am not satisfied. Handicapped guests deserve the same respect, accommodation, and effort that able-bodied guests...

I am disappointed by a recent stay. I was roomed in 3028 on April 7th.

The front desk clerk rushed us off like we were an inconvenience, not rude, but less than hospitable. I could understand if there were a line of people, but we were checking in late, and there were no other guests waiting.

One of the first issues with the room was seeing wallpaper coming off. Surely, the cleaning crew and maintenance team must be looking for faults like this. I am surprised that it was not corrected.

The shower faucet control falls off. This simple fix makes me think your team is in need of better management. Also, it was not "walk in shower " as advertised. A bathtub is not the most convenient for an "Accessible" room. The basin and shower controls could have been cleaner.

The air conditioner fan is excessively loud. Every time it started, I was startled awake.

There was also an extremely loud fan noise outside, possibly the restaurant exhaust fan, ended around 11pm

The condenser of the refrigerator was also quite noisy. When it turned on or off, there was a notable rattle. Also, there was food left in the refrigerator from a previous guest.

Elevator Noise with loud clunk. Most of the night

Another guest tried using their key on our door at 1am, and the lock made a "machine gun" like noise. Very loud, woke me up harshly and tripped my PTSD. Couldn't go back to sleep for hours and I needed to be up early.

For an Accessible room, the bed was a bit high. Although that is a personal preference, I'm certain other guests with special needs would agree.

The view of the parking lot was not impressive . Online boasts "no need to compromise on the view." This was indeed a compromise of view.

Room size/amenities were nothing special. Looking around the room, it could have been a Super 8. There was nothing special about the room or amenities that made the room special except the lights near the bed, which would not turn completely off.

The location was ok, near the zoo, walking distance 1.6 miles, but even that was not a prime location for the price

Outside noise, lots of slamming and beeping Inside noise, walls are paper thin. Could hear next door talking (they weren't yelling, just casual conversation), could hear one side every time they used the toilet

Highly increased room rates because of eclipse not made up for by sunglasses and two beverages

Bottle of water in room with $8 price tag if drank. That is simply ridiculous. Considering the hotel being promoted as an upscale stay at the heart of the city, pinching pennies on a bottle of water makes your hotel seem like a dive. It was an insult.

Parking, the ramp did not provide a ticket so I was charged $70 to leave the ramp after...

Me and my boyfriend stayed here for one night as a kind-of "romantic getaway." The hotel itself was very nice and luxurious and the staff were excellent and very friendly.

We stayed in the "1 King Bed Deluxe Room" and I will say, the room itself was very clean, luxurious, and spacious. The bathroom was definitely the highlight. Very spacious and the rainfall shower was very nice and relaxing. The floor to ceiling window brought in a lot of natural light, and the view was pretty good as well! The lights over the bed were also dimmable with about 10 different settings. This was very much appreciated since we could create the perfect atmosphere for our "romantic evening." The room also included a Keurig and some K-Pods with Coffee. I'm not a Coffee Drinker but my boyfriend said the coffee was very delicious. There was also a mini-fridge in the room, but oddly no microwave... The TV had a very good lineup of channels to choose from as well. I really don't have any complaints regarding the room.

I'm a Wyndham Rewards Member, and I paid for this stay using my Wyndham Points (so I actually paid nothing for the room itself, just 15,000 points.) However self-parking was NOT included with the room-rate, and was an extra $38. Kinda steep for overnight parking, although kind of ridiculous in my opinion it wasn't included with the room rate to begin with, especially considering the room-rate is about $250/night on average. For that price I also expect there to be a pool and hot-tub on-site, or a hot-tub in the room. This was not the case. I also expect complimentary breakfast to be included at that rate, and again, that was not the case. To the hotel's credit there is a breakfast buffet, although it's $18/person. There are also a couple of restaurants/bars on property so if you don't feel safe driving around downtown Indianapolis at night (which who would blame you) then you're covered there! (Although to be fair, the area where the hotel was located was a decent area. I noticed little to no traffic after around 11 PM and didn't hear or notice anything that I would consider "suspect." Plus the hotel is guarded by security all night so it is definitely a safe place to stay!)

All in all I really did enjoy my stay here. Personally, I would not pay $250/night to stay here though. I think the price is too high for the amenities offered. But I have nothing negative to say regarding the hotel itself. If you have some extra cash you're wanting to burn for a nice and luxurious...