Hotel Indigo St. Louis - Downtown by IHG — Hotel in St. Louis

To whom this may concern,

I am a Platinum Elite member of IHG and would like to express grave disappointment in my most recent stay at Hotel Indigo in St Louis, MO (Olive Street). I typically chose Hotel Indigos whenever I can control where I stay vs it being a meeting or conference as I have, in the past, had exceptional experiences. Therefore, when choosing my accommodations when traveling to attend a funeral for a loved one – it was an easy decision.

I would first like to note that there is no designated parking available for guests. This seems strange – but was not the end of the world.

When I made it to my room (308), it took several attempts to get the door open as it seemed to be stuck. Once my guest and I were inside, we were shocked to see that the bathroom door does not close or lock which left both of us without privacy throughout our stay.

I later needed to call the front desk to inquire about our complimentary breakfast and then saw that the telephone on the nightstand does not work. It was completely dead as there was not even a dial tone. This meant I had to grab my cellphone, go into the IHG App, search for the hotel, click the “contact us” button, wait for an operator to then transfer me to the front desk. That is also not the end of the world, but was equal parts annoying and inconvenient. If the later mentioned was all that I had to note, you would not be receiving this review. Though, I am sure you can imagine – there was more.

The first night of my stay, January 3rd, 2025, my guest and I walked to the front door and rang the doorbell to be allowed into the hotel. The front desk associate greeted us at the door without any shoes on. She greeted us in her socks.

The first night of my stay, January 3rd, 2025, my guest and I tried to call the front desk to inquire about the hours of our complimentary breakfast. I noted above how I eventually was able to get in contact with the hotel. The front desk associate informed us that breakfast is between 6:30am and 10:30am. The very next morning, at 9:52am, I head downstairs for breakfast. I am in the lobby and ask the front desk associate how I can get breakfast. She apologizes and tells me that breakfast is no longer being served. I ask her how this is possible if, based on the information you all gave me, breakfast should be available for another 38 minutes. She shrugged her shoulders. I continued to question how this is possible and she finally offers to go to the kitchen to ask the cook if she would serve me. As if to do me a favor or a solid. When you are still obligated to provide your guests with breakfast for another 38 minutes. The cook comes out, gives me a menu and asks me what I would like to order. Once my food is brought out, the cook says, “do you need anything else because I’m not coming back out here”. Ok ... REALLY!

The second night of my stay, January 4th, 2025 was by far the catalyst for me writing this review. The hotel has a note on the front door that says 'please ring the doorbell to be let in after hours'. (I believe it was 11pm – 5am). There is an area where quests can use their keycard to get into the hotel but it has been taped over with a sign that says, “read the window (arrow facing the note on the window)”. I got back to the hotel around 2:37am. I parked on the side of the street as, again, there is no designed parking for guests. I make my way to the front door and ring the doorbell. I stood outside, in 30 degree weather, in downtown St. Louis for (7) seven minutes before being let into the hotel. After ringing the doorbell 9 times, I began to bang on the glass door as no one was even at the front desk, which is in front of the door. I walk to the employee only entrance hoping it is unlocked as now I am freezing. I walk around the hotel and see the front desk associate sitting at a dining table typing at a laptop. I bang on the window and throw my hands up in the air in complete dismay and frustration. She opens one of the side doors to let me in and I immediately express my dismay. She said she didn’t hear the doorbell because it might be broken. There are two things wrong with that. The doorbell could have been broken, so why are you not at the front desk so that you can see when a guest is at the front door? If you know the doorbell is broken, or could be, why would you be ducked off in a corner when you have guests who cannot get into a hotel that they are paying to stay in? I am a young woman, who was left outside, in downtown St. Louis, in the middle of the night, in 30-degree weather, that was relegated to banging on glass doors to get inside. As I was waiting, I had to also deal with a homeless person approaching me to inquire if they can sleep on my couch. Now while he was not rude, it can be scary but again; I am outside for an extended period of time. Unacceptable.

Lastly, before getting ready to check out, I went downstairs to get my complimentary breakfast. This time I went downstairs at 9:15, well over an hour before breakfast is set to end. My guest and I sit at a dining table and wait to receive menus. After about 5 minutes, the man who was standing behind the desk in jeans and a hoodie walked over to inform us that breakfast would not be available that morning because the cook had called out of work. How is it ever appropriate for a hotel that has offered complimentary breakfast just * not * going to serve it? My guest and I were not offered any vouchers but were told to go across the street to a diner. This required us to go back upstairs, put on clothes and coats, walk across the street, and pay for meals when your establishment was supposed to provide us a complimentary breakfast.

My stay was paid for as a combination of points and dollars .... both I feel were now wasted. During this season of grief and bereavement for our close family friends, I focused my energies on them vs further banter with a staff that seemed to not have the expertise to provide the level of service I have come accustomed to receiving.

Again, this was one of the most unsatisfactory hotel experiences I have ever had. Just terrible. I will be sure to never patronize this location and inform others of my experience as well. I will also be putting this detailed review on Google, the IHG app, and anywhere else I can. This was just an...

Having a high school volleyball player is busy enough. For our stay in St. Louis, we decided to book a place that would not only be within walking distance of the venue, but would also provide us as much space and comfort as possible. We opted for the most expensive room, the king suite with the city view. Understandably, the hotel was very busy because of the ongoing national qualifier volleyball tournament that was in town while we stayed this past weekend however, for as much as we paid for this weekend, there are certain simple conveniences that we expect. Clean towels were not available for more than 24 hours. This issue, not only occurred with our room from what we gather, from the entire hotel of patrons , which was booked full of volleyball players. For us, the cost and benefit was just not there when, simple things like being able to provide enough linens or towels, or consistent heat in a hotel room was unavailable. Since there was such a large population of volleyball girls on site, we understand that certain things may not be available immediately, however, the customer service provided by some staff was less than stellar. Instead of seeking resolution, some of the staff at the front desk did not try to find a solution instead, came into our suite after we asked to not have turned down Service cleaned up the room and hung up dirty towels. This is unacceptable. Heating in the entire building was shot at best and front desk and management at the front desk say that they could not compensate us for any type of inconvenience other than additional reward points. Additionally, we paid for the convenience of having free breakfast included with our hotel stay, and the breakfast was poorly, put together, with less than stellar ingredients and presentation. Upon check out, there were charges that we did not incur, including dinner charges, and fees for breakfast charges for each of the days we stayed. After checking out, we had to go back into the hotel and have the front desk correct the charges after she said, she had to confirm with someone else that we had not had dinner there the night before. Overall, the suite we booked was a decent place to stay all things considering For the price, however, we feel that there are certain things that just were not present that should be accounted for monetarily. Additionally, the front desk staff need to be trained into how to effectively communicate with hotel guests, and addressing concerns that they may have. If for some reason, the hotel is ill quit to provide the basic necessities for a hotel, full of athletic players, then that hotel may reconsider, offering their services during such a busy weekend in February For volleyball. There are many hotels to choose from in St. Louis and we put our faith in this particular hotel, hoping that we would be able to have some type of respite in between busy volleyball day schedules. We hope that management will address not only these concerns but other concerns I’m sure other hotel guest, parents, and others experienced this past weekend. For these reasons, we would never consider staying at hotel indigo in St. Louis. Hopefully, they will correct these concerns and be able to provide stellar service to other guests...

I was in town for a work trip and stayed at this hotel as it was the last hotel available blocked for housing. Upon arrival to my room the first thing I noticed was the elevator being a bit filthy and shaky but I thought okay people are in and out but then as I was walking to my room I noticed the carpet needed some attention and boy was I right. When I arrived at my door there was food crumbs all over the floor! When I went in I started inspecting my room. The mattresses and covers were beyond devastating. They were horrible...stained by God knows what. Actually looked like blood stains. There was hair all over both beds. The sheets were stained. One pillow looked like it was on the floor cause it was dirty. The closet was dirty and had hair was all over the floor of it. Their was hair in the shower. When I turned the water other, it was brown for a min but started clearing up. The water pressure was extremely low but it was hot. The window sill and furniture were dusty and had some stains. My room floor was not swept at all. There was food particles, clothe tag, a rolled up piece of paper, etc. I brought the concerns down to the front desk and was told someone would be up to sweep and clean. This never happened. I went back later at night after returning from dinner and was told someone went up to take care of it...NOPE, NOT AT ALL. I asked for a broom and mop to do it myself and was then told that my room would be changed the following day and and to come back at 1pm to sign for a different room. I left my convention to do so only to learn the front staff did not pass the information and concerns to the day shift. Needless to say, there was no available room to switch into. I finally had someone to come change out the bedding and as she did so, I swept and what was swept up was unimaginable. I asked that the outside carpet be vacuumed and this wasn't done. I stayed for 5 days and 4 nights. It wasn't until the 4th night that the hall was vacuumed. Once you see something it cannot be unseen. I slept wrapped like a cocoon in my own blanket for the duration of the stay. The hotel had a bar but the restaurant was closed. There was no microwave or refrigerator to keep food that was brought back to the room. I had to store them in a cooler filled with ice to preserve for later eating. Another coworkers shower was backing up and pushing mulch up through the drainage. I'm told the hotel is under new management but I would think after reading weeks of reviews, your customer concerns would be adhered to and fixed. Not the case so you do not have to worry about leaving the generic "under new management" comment because nothing is being done. I will not be returning and will not recommend to anyone...