Hotel Indigo Naperville Riverwalk by IHG — Hotel in Naperville

This IHG hotel is located in downtown Naperville, IL. It is part of their Luxury & Lifestyle hotels, along with Kimpton, InterContinental and others.

Room type: Suite (non-Riverwalk, 2 rooms, 1-1/2 bath). Our four-night stay totaled $1,391.26.

Positives: Location, no additional fees for parking, four on-site electric car chargers (3 Tesla fast chargers and 1 regular charger), no additional fees for using chargers, super-friendly staff, accepts dogs (also see cons on this, below).

Cons: $100 fee per stay for dogs (this is not outlined clearly on the web site where it says dogs are welcome, web site also says - once you find it - $100 dog fee per night), $25 per night “Riverwalk Fee” (also not made clear up-front), room was not in great repair (blackout curtains coming off rod in both rooms, decorative wooden A/C cover in living room falling off and missing in bedroom, coffee stains on baseboards in living room and bedroom, spots on the walls in both bathrooms by the sinks/toilets (the hotel manager told us it was wallpaper paste. Hmmm), thin flat sheet on the bed was too small (it only reached to the edge of the mattress on both sides, but was not large enough to drape over the sides), there were no suitcase stands.

Some other things that made the room less enjoyable are related to design:

1. The blackout drapes and sheers were an issue because the A/C units are directly below them and would cover the A/C. To prevent this, they put big deflectors on the A/C units. These big deflectors made it so the A/C was always blowing on the occupants in the room. We always had to turn off the A/C in the room we were occupying.

2. The L-shaped couch in the living room went in front of the windows. The only way to pull the living room drapes back was to climb on top of the couch.

3. The multi-colored glass barn-door on the main bathroom in the bedroom made it impossible to use at night with other people sleeping in the room, as the bathroom lights completely lit up the bedroom, even with the door closed.

4. Although having the closet in the bedroom behind the barn-door is interesting, it would have been nice to have another wardrobe in the room since there was room for one.

Overall, I think this is a really decent hotel, even though our stay was not top-notch. Half-way through our stay, they texted a survey on how things were going. I provided honest feedback and they reached out to me right away to fix things in our room. Although we declined because we didn’t want to hassle with it, they gave us a bunch of IHG points we weren’t expecting.

I think our room was one that slipped through the quality cracks. I also think decor choices may have been foisted upon them by Hotel Indigo higher-ups. The hotel, itself, should pay closer attention to maintenance/cleaning details in the rooms, get rid of the dog fee (Kimpton doesn’t have one) and be more up-front about the...

For our anniversary on a Friday night stay, I thought I booked an expensive suite with a balcony facing the river with a sofa bed for a 3rd traveller at 2x the cost of a normal room. When we got to the room, it was basically a what you’d expect from a 2-3 star two queen standard room that they later explained was considered a “suite” with no balcony and a view of building under construction. A mop left behind by the staff was inside wedged into the door making it hard to open, the bathroom was filthy, and the next morning we realized that the two coffee cups (for a room meant for four?) had fingerprints and lipstick on the rim.

Oddly, we found this after receiving an email letting me know “we’ve upgraded your reservation” earlier that day.

Hoping there there was a mistake being sent to an uncleaned room, we were told by the staff they were sold out. They did offer a king room suite, but with only sleeping capacity for two out of the three of us. In seeking a better resolution, even a temporary bed rolled in for our third traveller, we were told there was no other option if we wanted a place to sleep for three.

And they clarified the IHG upgrade email was automated and their local Naperville system was not integrated so no upgrade was actually being offered. There was no attempt at even a weak apology or any other resolution, although they remained courteous.

It required two calls to housekeeping for someone to come and finish making up the room.

We stayed in the room because we had dinner reservations in less than an hour after a day that included a wake and exhausted travellers. The following morning we found that the coffee shop, Sparrow, downstairs, was outstanding and truly world class. Try the waffle, it’s perfect. I suspect it may not be managed by the hotel but rather independently.

A bad stay at the Hotel Indigo. Hospitality is tough after the pandemic, staffs are thin and often inexperienced, and I think we all get that and set expectations appropriately. It’s still not ok to leave guests...

I would say that this hotel has some of the best front desk staff. Just to name a few: Ashley, Lauren, James, Michael, Edwin, and Ronnie. They are all so helpful and respectful! We stay at this hotel often, so this is a big part of our stays. Thank you for the great service! We commonly arrive very late at night from the airport, but after a quick call earlier in the evening, someone is always ready to help us check in at that time! The rooms are always well cleaned for when we check in. The refrigerators are always cold and working. The AC/heat is easy to use and we’ve never had a problem with it. The bathrooms are very nice and the water heats up pretty quick. But, there are no bathroom fans. The beds, comforters, and pillows are high quality, and the wifi is pretty fast and always working. It is good enough to use for remote work such as calls and meetings. The staff is quick to help with services such as bringing extra sheets or filling up the shower bottles. We were also able to get a trundle bed to add to our two queen bed room. Nothing on it was broken and they brought it up promptly. We never get room service, however, so I can’t comment on that. This hotel is in a fantastic location near downtown, with close access to the Riverwalk. Parking in the garage is sometimes a little difficult to find, especially on the weekends, but most of the time it’s easy to find a spot close to the entrance or an elevator. The fitness room is pretty standard and seems to be well kept. There’s also a water filter there, so we tend to get our drinking water there instead of from the tap. In regard to the food at The Plank, the hotel restaurant on the second floor, it is decent and good for convenience. I would recommend going to the other eateries nearby. There is super easy access to Sparrow, the coffee shop on the first floor. Overall, an exceptional hotel with lovely staff and great location. We will most definitely continue our...