Hotel Indigo Silverthorne by IHG — Hotel in Silverthorne

We’ve stayed at Hotel Indigo Silverthorne multiple times and have had great experiences in the past, but our most recent visit left us disappointed—mainly due to how management handled a simple room upgrade request.

As Platinum members, we reached out ahead of our stay to ask about a possible upgrade to celebrate a special occasion—something we’d received during a previous visit when we were Diamond. We sent an email to Vicky, who was listed as our point of contact in the booking confirmation the General Manager. We never received a reply. I later called the hotel and was told we’d been upgraded to a suite, but when I checked the app, our room type was listed as a 1 King Premium—not a suite.

At check-in, Santiago at the front desk was incredibly kind and helpful. I brought up the discrepancy, and he brought out Vicky from the back office to clarify. Unfortunately, the conversation took a turn. Vicky abruptly and impatiently told us we’d already been upgraded to a “1 King Premium Suite”—a room type that doesn’t actually exist.

And that was the real issue. We want to be clear: we were not upset about not receiving the upgrade. We understand upgrades are never guaranteed, even with status. What was frustrating was the lack of transparency, the lack of communication, and most of all, the lie. We don’t understand why Vicky felt the need to invent a room category instead of simply explaining that the suites were unavailable. A straightforward answer would have been perfectly fine.

Later in the stay, Indy at the front desk—who was fantastic—told us there are only two suites at the property, since the others were under renovation at the time. That kind of context would’ve been totally understandable if shared from the beginning.

We’ve started to wonder if this is a habit—maybe it’s easier to mislead guests who booked through third-party sites like Expedia and wouldn’t know the difference. But what we don’t understand is why a loyal member would be treated this way. We know the room categories. We make reasonable requests. And above all, we just expect honesty.

The contrast between the front desk staff—who were warm, helpful, and clearly trying their best—and the actions of management was stark. Santiago and Indy were excellent, but it was clear they had no authority to override decisions from above.

The room we were ultimately given had a broken blackout curtain that let in bright sunlight starting at 6 a.m., and it directly faced the garage of a neighboring condo. Not exactly the kind of ambiance you hope for on a celebratory trip. Given the situation with the upgrade, we couldn’t help but wonder if this specific room assignment was a passive-aggressive response. We can't say for sure, but it certainly felt that way.

After the stay, we emailed “guest relations,” which turned out to be the Assistant General Manager, and again—no response. We eventually contacted corporate directly, and they kindly comped us some points as a goodwill gesture.

We’ve genuinely enjoyed this property in the past and would like to continue staying here, but this experience was a reminder that professionalism, tone, and honesty—especially from leadership—make all...

I booked a reservation for 2/20-21/2025 for a Standard Double Queen.. using Employee Flex Rate because you all did not have an employee rate available nor a points night stay. So I booked the flex rate..

On yesterday morning 2/20/2025 I called your property from my property (because I work night audit as well) and spoke with Alex.. I informed Alex that I no longer had that debit card and I was going to use a different card when I arrived. And that I would arrive late because my flight wouldn’t arrive until 10pm in Denver. He told me he would be at work and that I could change it when I got to the property. He insured me that I would still have my reservation. Upon arriving to your property I called him again to let him know Inwas in route but it was a severe winter storm and that we were driving in it.. he still never asked for n updated payment, he still insured me that I was fine. When I arrived at the Hotel after 1:00am.. I checked in and went up to the room and realized it was a single queen bed and it was 3 of us.. so I went back down to the front desk and ask Alex for a double room and told him I had booked a double.. He informed me that my reservation was CANCELLED due to non payment , and because the hotel was booking up you all canceled.. This after I called and was told my reservation was secured.. I called my friends and we made a decision to just go to another property. Alex was extremely rude and nasty to me and my guest. He told me he couldn’t check me out because his rent was high and he couldn’t get fired.. and said I had to speak with his manager who would be there at 7am. I was stunned, I’ve never in my life been treated like this by a Hotel staff before.

I would just like you all to make it right by refunding me the full night stay along with my $100 deposit. I have reached out to IHG and have a case number. Case # 10561627953.. I have also reached out to my General Manager. Because I know this was not the IHG STANDARD.

I called to speak with the manager and I was told the manager was on Vacation until Wednesday. I’m on Vacation and this has really put a whole in my pocket and my spirit.

Update At this point the manager returned an email on Wednesday (I guess after returning from vacation) stating that I indeed stayed in the room. I asked them to do an investigation, check housekeeping logs, watch the cameras from 1:30am -3:00am on 2/21/25. I still have not gotten a call nor further communication from IHG nor the manager.

I’m a Platinum Member and an Employee with IHG brand.. I would not got this far if I wasn’t being truthful. At this point.. I’m left to contact...

From the moment I stepped into the Hotel Indigo in Silverthorne, I knew I was in for something special. Nestled in the heart of the Rockies, this gem of a property offers more than just a beautiful setting—it delivers a truly unforgettable experience thanks to an outstanding team that genuinely cares about every guest.

Let me start with the people who made this stay so exceptional:

Vicky Perez, General Manager – Her leadership is clearly reflected in every corner of the hotel. You can tell she leads with heart and purpose. Her energy radiates throughout the team, and she sets a tone of warmth, professionalism, and excellence.

Katherine Goodman, Assistant General Manager – Personable, detail-oriented, and always ready to help with a smile. She ensures that everything runs smoothly, and her hospitality made me feel truly at home.

Samuel, Chief Engineer – Behind the scenes but absolutely essential. The hotel was spotless, well-maintained, and comfortable—all thanks to his hard work and dedication.

Santiago and Indira at the Front Desk – Wow! These two were simply amazing. Friendly, approachable, and always ready to assist, they turned check-in and every interaction into a pleasure. They gave such a warm welcome and genuine local tips that enhanced my trip.

Every interaction felt personal and sincere. I wasn’t just a guest—I was treated like part of their extended family.

From the cozy, mountain-modern rooms with breathtaking views to the relaxing vibe of the common spaces, everything felt thoughtfully designed. Whether I was enjoying a morning coffee or winding down after a day of exploring the mountains, I felt a deep sense of comfort and connection to the place.

💫 This trip gave me something more than just a hotel stay—it gave me memories I’ll carry for a lifetime.

Thank you, Hotel Indigo Silverthorne, and especially to Vicky, Katherine, Samuel, Santiago, and Indira, for making this one of the most memorable experiences I’ve ever had. I can’t wait to come back—and I’ll be telling all my friends and family to visit too!

With...