Hotel Indigo Kansas City Downtown, an IHG Hotel — Hotel in Kansas City

Avoid Hotel Indigo – No AC, No Communication, No Care

Do not stay at Hotel Indigo if you value your health, comfort, or decent customer service. I was 30 weeks pregnant when I stayed here, and the experience was a nightmare.

First, they failed to tell us the hotel’s air conditioning was broken. They had known about it for days, but no email or phone call warned us in advance. At 30 weeks pregnant, I can’t safely stay in a hot, stuffy room—it’s a serious health risk for both me and the baby.

We arrived to find no AC at all in the middle of summer. This wasn’t a minor inconvenience—it was unbearable and dangerous. The hotel’s website and reservation clearly promised an air-conditioned room. But when we arrived, there was no AC, and no one cared to fix it or even offer alternatives.

We had already paid for the room. They took our money, but refused to deliver the basic product we paid for. When we explained the health risks of being pregnant in that heat, the night manager, Alex Lopez, was shockingly dismissive. He looked us in the face and basically said it wasn’t his problem because it wasn’t his money. He offered us a more expensive hotel room somewhere else—at a higher rate—and told us no refunds would be processed for 3-7 business days. That’s not how you treat guests, let alone a pregnant woman needing a safe environment.

We asked if they could transfer us to another IHG property nearby, which did have AC. They refused. They wouldn’t even consider comping a room at the Courtyard Marriott across the street. They had no interest in helping us find a safe place to stay. We were left scrambling to find alternate accommodations late at night, despite having already paid Hotel Indigo for a room that was unlivable.

This is not just poor customer service—it’s a complete failure of basic hospitality. Hotels promise to provide a safe, comfortable space, and they’re supposed to care about guests’ well-being. At Hotel Indigo, they didn’t care about either. They had plenty of time to reach out in advance—days, in fact—but chose not to. And once we arrived, they treated us like we were the problem, instead of addressing the real issue: that they couldn’t provide what they sold us.

At 30 weeks pregnant, overheating can cause real health problems—dehydration, dizziness, even preterm labor in severe cases. None of this mattered to the staff. They didn’t offer so much as an apology. The complete lack of communication and unwillingness to help was appalling.

If they’d taken the simple step of letting us know in advance, we could have made other plans. If they’d cared even a little, they could have helped us transfer to a safe, cool room at another IHG property. Instead, they left us to deal with the stress, the danger, and the complete lack of care on their part.

This isn’t how a reputable hotel should operate. Taking guests’ money while failing to provide even the basics—like air conditioning—goes beyond bad service. It’s misleading, unethical, and dangerous for guests who rely on the promised amenities. It’s also a breach of trust that no traveler should have to deal with.

We eventually had to leave and pay for another hotel ourselves—out of pocket—because we couldn’t stay in a hot, airless room. And we were forced to wait days for a refund, even though the hotel never delivered on what we paid for.

I’ve stayed at many hotels over the years, and even when there’s a problem, most staff will do everything they can to make it right. Hotel Indigo did the opposite. They ignored us, dismissed our concerns, and made it clear they just wanted our money.

Please, if you’re traveling—especially if you’re pregnant, elderly, or have any health conditions—think twice before staying here. There are other hotels in the area that will treat you with respect and provide what they promise. Hotel Indigo...

Avoid Hotel Indigo – No AC, No Communication, No Care||Do not stay at Hotel Indigo if you value your health, comfort, or decent customer service. I was 30 weeks pregnant when I stayed here, and the experience was a nightmare.||First, they failed to tell us the hotel’s air conditioning was broken. They had known about it for days, but no email or phone call warned us in advance. At 30 weeks pregnant, I can’t safely stay in a hot, stuffy room—it’s a serious health risk for both me and the baby.||We arrived to find no AC at all in the middle of summer. This wasn’t a minor inconvenience—it was unbearable and dangerous. The hotel’s website and reservation clearly promised an air-conditioned room. But when we arrived, there was no AC, and no one cared to fix it or even offer alternatives.||We had already paid for the room. They took our money, but refused to deliver the basic product we paid for. When we explained the health risks of being pregnant in that heat, the night manager, Alex Lopez, was shockingly dismissive. He looked us in the face and basically said it wasn’t his problem because it wasn’t his money. He offered us a more expensive hotel room somewhere else—at a higher rate—and told us no refunds would be processed for 3-7 business days. That’s not how you treat guests, let alone a pregnant woman needing a safe environment.||We asked if they could transfer us to another IHG property nearby, which did have AC. They refused. They wouldn’t even consider comping a room at the Courtyard Marriott across the street. They had no interest in helping us find a safe place to stay. We were left scrambling to find alternate accommodations late at night, despite having already paid Hotel Indigo for a room that was unlivable.||This is not just poor customer service—it’s a complete failure of basic hospitality. Hotels promise to provide a safe, comfortable space, and they’re supposed to care about guests’ well-being. At Hotel Indigo, they didn’t care about either. They had plenty of time to reach out in advance—days, in fact—but chose not to. And once we arrived, they treated us like we were the problem, instead of addressing the real issue: that they couldn’t provide what they sold us.||At 30 weeks pregnant, overheating can cause real health problems—dehydration, dizziness, even preterm labor in severe cases. None of this mattered to the staff. They didn’t offer so much as an apology. The complete lack of communication and unwillingness to help was appalling.||If they’d taken the simple step of letting us know in advance, we could have made other plans. If they’d cared even a little, they could have helped us transfer to a safe, cool room at another IHG property. Instead, they left us to deal with the stress, the danger, and the complete lack of care on their part.||This isn’t how a reputable hotel should operate. Taking guests’ money while failing to provide even the basics—like air conditioning—goes beyond bad service. It’s misleading, unethical, and dangerous for guests who rely on the promised amenities. It’s also a breach of trust that no traveler should have to deal with.||We eventually had to leave and pay for another hotel ourselves—out of pocket—because we couldn’t stay in a hot, airless room. And we were forced to wait days for a refund, even though the hotel never delivered on what we paid for.||I’ve stayed at many hotels over the years, and even when there’s a problem, most staff will do everything they can to make it right. Hotel Indigo did the opposite. They ignored us, dismissed our concerns, and made it clear they just wanted our money.||Please, if you’re traveling—especially if you’re pregnant, elderly, or have any health conditions—think twice before staying here. There are other hotels in the area that will treat you with respect and provide what they promise. Hotel Indigo...

This is easily one of my worst experiences with IHG. The only reason service received 1 star, is due to the restaurant bar staff on the day we were leaving. First, we were supposed to be given a room with a pull-out bed as a suite upgrade, that did not happen. Then we kept getting different answers as to whether or not they even had suites. The greeting letter in the room was not our name, so it was obvious we didn't get the room we even reserved months in advance. Brought that up to the front desk and she all but threw the welcome letter at my partner, and did not provide us any of the perks for the tier status. The night of arrival, the a/c was not working. We notified the front desk and they stated that maintenance wasn't in, so we would have to talk to the morning shift. Could not sleep all night due to how hot it was, 80s, on an upper level floor. First thing, early morning, we spoke with the front desk about the a/c. They stated it would be taken care of as soon as maintenance came in. We went out for the day, came back around 6 p.m. only to get the keys to the car, and I found that the a/c had not been fixed. Mind you, an entire day has gone by and no notification from hotel staff that this was even an issue. So before I left, I spoke with the front desk again and I asked why this was an issue and why we weren't notified that it hasn't been resolved. The front desk stated maintenance never came in today but they were aware of the issue and will move us rooms. We get back a couple hours later, I ask to check the room out before we move everything. This room is way bigger (so much for the lie of us having the biggest room available), but the a/c is not working in this room either. Contact the front desk again, and they now claim it's a whole hotel issue but they'll bring us a fan. I stated to the front desk, we would not be staying past the night and wanted to be refunded (as we paid in advance), and were told we would have to speak to the general manager that arrives at 7 a.m. We ask to speak to her first thing and she is not there, and we are now told she may not be in until after 10 or later in the afternoon. A sales manager offers to help us and said she will see what she can do. We go and ensure we are packed and then have breakfast while we wait. She states that they will not provide us a refund for the first two nights ($700) even though they failed to provide agreed upon services, but would refund us the rest of the stay. I felt like we were treated even more poorly for paying in advance, and I'm not sure why, as those funds have been guaranteed versus a post pay guest. Furthermore, it felt like a bait and switch tactic as to why they did not resolve issues prior to check out times, etc., just so they could keep funds and refuse a refund. I also brought up why they didn't offer to transfer us to another property, such as the Crossings location and she blatantly lied and told me that was not an IHG property, when it is. Then she tried to state she wasn't refunding us because we utilized the perks (free breakfast) and we reminded her we didn't get any of them until this same morning and we would be happy to pay for our one breakfast meal in lieu of the $700 they owed us. We left the hotel and went to another IHG property that absolutely took care of us above and beyond to help make up for this experience and the staff at that location even spoke poorly about the staff at Hotel Indigo DT. Needless to say, I will never stay at this hotel again and would never...