Hotel Indigo Miami Brickell by IHG — Hotel in Miami

We booked this room sort of last minute after having a day added to our cruise due to Port of Miami being closed for Hurrican Milton. Because of that we were unable to fly home on our original flight (Thursday, the day we were scheduled to get off the cruise), and we couldn't get a flight for our new day to get off the boat (Friday), but we got a flight for Sat night, so we needed a hotel for Friday night.

Overall I felt that the Atwell Suites was a good value, however there were some issues with our stay. First of all despite check in being at the already late hour of 4pm, we were not given a room until well after check in time. And I know there were other people waiting on their rooms even later (like 6:30pm) because I heard them at the front desk while we were at the bar, and also saw even more meeting sitting in the lobby with suitcases obviously waiting to check in. I am hoping this is a temporary issue perhaps due to housekeeping staffing. I can't imagine why it would take so long to have rooms ready if check out is at 11am.

When we were finally given our room, we were delighted with the space and accomodations. It worked really well for our family of 4 (2 adults and 2 tweens). Having the half bath in addition to the full bath was nice. However it seems that someone had recently set our mini fridge to thaw and it was leaking water. We had use a bath towel to soak up that water. While our room sleeps 4, we were only given 2 towels. Our family of 4 all needed to shower so I told the front desk we would need THREE extra towels delivered and explained the situation with the mini fridge. It took a few hours and repeated asking to finally get our towels. And again, the housekeeping person only wanted to give me 2 because we had four guests. I had to make him come in our room and show him the fridge and leaking water with the towel on the floor. (Note, he didn't offer to swap that wet towel with a new dry one.)

When checking in, I politely explained my frustration with not having our room and waiting patiently for so long, and they gave us $50 credit to use at the bar/restaurant. That was fine with me, HOWEVER, there was something there that confused/annoyed me, I'll get to in just a minute. We decided to go down to the hotel bar to order a pizza to go and have a drink while we waited. Our drinks were REALLY good, we both got smoked cocktails, the smoked negroni for me, and smoked mezcal drink for my husband. We ordered the Serrano pizza which has manchego cheese on it, and it was really really good! I highly recommend that. My issue was, why were we charged a $12.50 room service fee if we didn't order room service? I didn't mentioned it because I didn't want to be a "nickel and dime" kind of person, but I thought it was definitely extranous and unnecessary.

Our room, while stylish and comfortable, had some issues. The half bath door wouldn't close due to some warping, perhaps due to humidity of Miami. Our sliding door on the full bath was weird and had to be sort of lifted and jangled around to get it to close, so we just left it open, which isn't ideal for privacy while showering, but since we have seperate living spaces it was fine for us. That may not be the case for others. The super large closet was really nice, and while we didn't use the clothes steamer it was nice to see there was one. Our room overlooked the construction, but it didn't bother us. We actually brought a mini-speaker and played white noise overnight so nothing woke us up.

We all found breakfast to be not abundant in variety, but more than sufficient. Eggs, sausage (no bacon), oatmeal, bagels, english muffin, fresh fruit, and cereal. It was nice to see "real" scrambled eggs at the breakfast, as opposed to the weird stuff you sometimes see at other continental breakfasts. The upstairs area also has a sparkling water machine with flavored syrups, however I found it to be rather low on fizz. The coffee machines that do espresso based drinks and hot chocolate were a nice upgrade from just drip coffee.

I had interactions with 3 different front desk people. Two were ladies, I didn't catch their names but one had curly hair, the other straight hair. Both were pleasant, nice and helpful. The guy wasn't so pleasant, as he didn't seem apologetic at all when we tried to check in to our room well after check in and it still wasn't ready. Due to getting off our cruise ship, we arrived here hours before check in, and they held our bags while we went to the beach and had lunch. The day of check out they held our bags again while we waited for our flight and hung out at the pool deck and later upstairs on the 24th floor.

This location is conveniently located to both a free MetroMover location, as well as a stop for the rail line. I always try to use public transportation when it's convenient and Miami's worked well for us.

For the price of the spacious room and free breakfast I would stay here again. I do hope they work out the kinks with housekeeping and maintence though, and think people need to be aware of those potential issues. (I informed them of the bathroom door issues at checkout.) Also, again I want to say it's a little unjust to charge me a room service fee if I didn't order room service to be delivered to my room, nor did I have any plates or utensils that needed to be brought down. Also to note, the rooms do not have flatware or even plasticware, so if you intend to grab some food to bring up, be sure and grab...

I recently stayed at Hotel Indigo Miami Brickell, part of the IHG group, for six nights and it was by far the worst hotel experience I have ever had. I am a commercial pilot who travels frequently and stays in hotels around the world, and I have never encountered service or conditions this poor.

When booking through Expedia, the hotel listed a number of amenities including in-room massages, Netflix and Hulu, and complimentary bottled water. Upon check-in, I asked to book a massage and was told they do not offer that service. I showed the front desk the amenities listed online and the agent proceeded to point out several other items that they also do not offer. It was shocking. What they advertise is completely misleading. Even the “free” water costs $4, and there is an extra charge if you want it brought to your room.

The service is completely unacceptable. We spent over an hour trying to reach the front desk by phone from our room. No one picked up. We tried calling in the morning to order room service and again got no answer. After over 20 attempts, we finally called the emergency line and someone answered. They said they would call us back with an answer and never did. We tried both the main and emergency lines multiple times with no response. When we went downstairs to speak with someone in person, we saw three front desk agents just standing there ignoring the ringing phones.

The hotel itself is not clean. It might look clean at first glance but when you actually look closer, you notice the grime and dust. After just one day, we noticed the floors were leaking a brown residue. Every time we stepped on the floor, more would seep out. We had to use towels just to walk around the room. It was disgusting.

We requested housekeeping every day before leaving and would return to find the room exactly the same late at night. When we brought it up to the front desk, since they never answer the phone, they said someone would come up to clean. At that point, we were already showered and in towels trying to get ready, and we had to deal with a stranger walking in to clean the room while we were getting dressed. It was uncomfortable and extremely unprofessional.

To top it all off, when I checked out I was told the full deposit would be refunded to me. A few hours later, while having lunch, I noticed a charge of $143.11 on my card from the hotel. I spent my entire lunch on the phone with the hotel trying to sort it out. One agent claimed they couldn’t find my reservation, even after I gave my confirmation number and full name. I then spoke to an employee named Ray who put me on hold and then hung up. I called again and spoke to the supervisor, Ashley, who told me the charge was made by accident and that they would refund it. She admitted they were aware of the charge but never reached out to me. If I hadn’t noticed and called, they would have just kept the money. She did not seem concerned at all about the issue and offered me a refund of $230. I declined because what I went through during this stay deserves more than money. A review like this is more fitting.

This hotel operates dishonestly, provides some of the worst service I’ve seen, and clearly has no regard for its guests. The management does not care and the staff are either untrained or unwilling to do their jobs. I would strongly advise anyone considering a stay here to look elsewhere. This place is a complete disaster and a waste of money.

UPDATE: I just arrived home to see that the deposit and the accidental charge was refunded to my account just for them to take it out again after a few hours. They are scammers.

UPDATE: you just respond to my review saying all the right things but do not contact me to resolve anything. you have been declining my calls and not answering emails....

Update 8/16 the hotel repeatedly attempts to tell me they’ve sent a receipt regarding the hold. They have emailed me the original authorization receipt from the check in. Twice! While this is the third time you’ve mentioned releasing it, it isn’t released! My bank updates same day, I have someone recorded telling Expedia customer service it’ll take 30 days. Charging 100 a night for that hotel is also unacceptable, please don’t respond in any way sternly to correct or explain the means of payment being a debit card I travel often and would’ve used a credit card if I wasn’t so caught off guard by the exorbitant hold fee once I’ve arrived for my engagement trip which you all ruined. I checked in on July 28 checked out July 31 room 400 hold 300 I need this to make sense, and then I need you to release my hold!

Update 8/14 - 10 business days in I’ve contacted my bank they have not received a release code. I’ve contacted this hotel twice they’ve emailed me a word document indicating they have and they have not. Even this entire process is over I’ll be suing the LLC that runs this property, I’m being told if they don’t release it on their end I have to wait up to 30 days.

Update 8/11 - hotel still has not released funds checkout was 7/31

Update - I’ma full week Beyond checkout and my bank has informed me they are still waiting on the merchant to finalize they still have my money. Hotel contacted stating they’d review their merchant services that’s BS.

Avoid booking at the Hotel Indigo Brickell. Their customer service is appalling. Checking in, you’ll be charged a $100 deposit per night, in addition to your stay. I stayed from Monday to Thursday, so for a $450 stay, they charged a $300 deposit or room fee that’s still pending a week after I checked out. Despite other reviews mentioning this as customary, they hold the deposit for an extended period, likely to pay employees or run the business. I called, but they transferred me to Canada, hung up on me, and told me there’s nothing I can do until they release it.

There was sewage running down the street outside. And loud construction.

The rooms are problematic. The air conditioning is “master controlled,” and the thermostat controls it. It gets hot at night, and there’s nothing you can do about it. I asked for a different room on the night of checking, but German found another room and said he “blasted” the air before we arrived. When we got to the new room, it seemed to be on for about 20 minutes before stopping. The hotel hallways have no AC, and the carpet floors are stained and smell like weed.

The most egregious issue is the handling of the room deposit and “resort fee.” The gentleman at the desk caught me off guard with the $300 charge, which I paid with the same debit card I used to pay for the room. If you stay here, use a credit card. I had one, but I was so shocked that I used a debit, and $300 of my money is now tied up, likely paying someone’s salary. It’s almost a Ponzi scheme, and I’m writing the worst possible reviews to prevent others from making the...