Hotel Indigo Traverse City by IHG — Hotel in Traverse City

I am writing this detailed review because we had a HORRIBLE experience at Hotel Indigo Traverse City. We booked 4 nights at the hotel beginning Monday, July 8. When we arrived there was no acknowledgement of Gold status. I inquired if there were any benefits associated with the Gold level and was told that I would have to have coupons like the higher levels. We arrived in our room and found that the only water was available for $4 per bottle…none that were complimentary.

Tues morning we were awakened at 7:00 am by the beeping of construction equipment backing up. Not fun on vacation. That was nothing compared to what began happening for the next 3-4 hours. The concrete was being pounded by a semi truck with 6 jack hammers slamming down so hard that the entire building was shaking. I do understand that the hotel is not responsible for the construction or the noise or the violent shaking. It is, however, responsible for how it handles customers and their experience.

I called the front desk and spoke to a gentleman that assured me that they were aware of the situation and that they were going to refund us 50% of the rate for the previous night and we could check out early if we desired. I told him that I appreciated that, but we were on vacation and I didn’t want to find another hotel and relocate. I asked him if we could get the 50% discount for the remainder of our stay and he seemed to think that that would be fine, but had to confirm with the front desk manager.

I called again to speak with the front desk manager, Kate. She informed me that we could not check out early as we had booked a three night minimum to get the rate that we had gotten and that it would not be at a 50% discount. I said, ok, I was not aware of that but that doesn’t seem reasonable given the circumstances. She said that she was sorry, but it was in the fine print. I said that it may have been, but the violently shaking hotel was not in the fine print and that if she made me pay for the three nights that I would tell American Express it was a fraudulent charge and that they could haggle with amex.

I then took our service dog for a walk and spoke to a store owner next door. She informed me that the newspaper had reported that the first week or two of construction was going to be 24 hrs./day to expedite the project. I went back to the hotel to inform my wife of this and speak to Kate again.

My wife and I went to the front desk and told Kate what we had been told. She said that that was ridiculous and that there was a noise ordinance and no way that that was going to happen. She must have spoken to the general manager, Rob, at that point as she was now offering to let us check out early. We asked for similar accommodations and she stated that the only other full service hotel was not far away and had availability. We told her we would go to our room and think about it and let her know what we were doing. She said ok, but just so you know, we explained this on our website before you checked in it was there. (later we looked and it and it stated that there was road construction and there might be rerouting of traffic….not violent shaking hotel and noise in the rooms).

We called the other hotel and booked a room for the 2 nights they had available cutting a night off of our vacation. We went down to check out and the original front desk clerk said that they were removing the valet fee, but there were no other discounts. We questioned him as we were told originally that we would be getting a 50% discount. He went in back to speak with Kate ( who never came back out to speak to us) and confirmed that there was no discount.

We left angry and went to check into the other hotel. Complete different experience. We were complaining to the front desk staff about our experience and the manager said, “just wait, when we had the construction here if was 24/7 for a week!” I asked about the noise ordinance and he laughed…they removed that for the construction.

When we got to our room, the television didn’t work so we had to change rooms. All rooms also had complimentary Fiji water! When we were walking by the front desk, the manager apologized to us for the inconvenience and gave us a 20% discount for the night and a $50 voucher for the restaurant on site! What a difference in customer service. I have left 2 voicemail messages for the general manager, Rob,….no reply. Ironically, this email inviting me to review my stay was signed by the same person, Rob. I would like our 50% discount for the room that we were told we would get from the front desk person. I am confused why we were told we would get a discount and then the offer was revoked?

Left a bad taste on our mouths for this...

⭐️⭐️⭐️⭐️⭐️ A 5-Star Experience from Start to Finish at Hotel Indigo ✨ Traverse City, MI

From the very beginning, this hotel raised the bar. I started my reservation months in advance, and from that first call, I knew I was in good hands. ✨ Craig & Jose' handled my pre-arrival needs with patience, precision, and genuine kindness. Craig took detailed notes, answered every question, and made me feel valued before I even walked through the doors. Craig I hope you are reading this, because I can't say THANK YOU to you ENOUGH!! They went above and beyond to ensure our stay was seamless. I truly wish them nothing but the best in life — they deserve all the great things coming their way!

✨ When I finally arrived, Will & Kayla continued that same warm, professional energy at check-in: friendly, accommodating, and always ready to assist.

✨ But I have to give a special shoutout to Jake!!! I won't forget his long- blonde hair! He was a valet MVP! I’m very particular (okay, a little OCD!) about my truck due to a past valet issue, and he handled everything exactly as requested — with care, respect, and a great attitude. Even when a minor hiccup came up, Jake stepped in and made sure my vehicle stayed exactly where I needed it. That level of follow-through and customer-first thinking? Rare.

✨ Sage and Taylor from housekeeping were top-tier. Let’s be honest, no hotel will ever match the cleanliness or comfort of your own home, but these two made it feel like the next best thing.

We were a bit bummed out that our fireplace didn't work . But no worries Our suite was fresh, cozy, and perfectly stocked. Every request I made was honored with patience, and never once did I feel like I was asking too much. From extra pillows to warm covers, they made it happen — and fast.

✨ Breakfast was another highlight! Those pancakes? Perfectly crispy around the edges, just how I like them. The kitchen staff even made sure a few extra things were taken care of on their end, which made me feel so seen and appreciated.

✨ Let’s not forget the Rooftop Bar — such a vibe! My children had a blast, and even in the hustle of the 4th of July and Cherry Festival crowds, we felt relaxed, safe, and totally at ease. The hotel’s location is ideal, right across from the water, and just steps away from all the downtown excitement.

❤️ This was a breathtaking stay. One of the best hotel experiences I’ve had — and I’ve written reviews before when places fell short. Not this time. This time, I’m singing praises.

❤️ To the Hotel Indigo GM or ownership PLEASE UNDERSTAND THIS: you can have the prettiest building, the best location, and all the amenities in the world, but NONE of it means anything without the heart, dedication, and excellence of your staff. These people: Craig, Jose', Kayla, Will, Jake, Sage, Taylor (and anyone I may have missed) — are the reason I'LL BE BACK. "Do something nice for them...they work hard"!

❤️ If you’re considering staying at Hotel Indigo in Traverse City — stop thinking and book it. You won’t regret it!!!

P.S. whom ever is reading this from the hotel tell all of those mentioned that our family says: THANK YOU...

Booked the room for my birthday. I used both points and cash. I have Diamond elite status, I asked for an upgrade and was told they were booked full and didn't have anything available. Maybe this was true, maybe not. I booked a Tuesday and a Wednesday and being a Traverse City Native early May is not a busy time of year for Traverse City. With that said, I took the room that was offered. The room was clean and I had a very beautiful view of West Bay. However, what IHG hotel dosen't have mini fridge? I'll answer, this one! Decor good use some TLC dresser had big chips in the wood, hutch they had to hang your clothes had an ironing board in it, left very little room to hang said clothes.

One of the reason I booked the Indigo was I have food and beverage rewards that can only be used at certain ihg hotels. Indigo is one of them. When I went to apply them they would not apply. I was trying to apply them in my ihg account on my phone. I thought maybe that was the problem. So went to their business center to use their computer to access my ihg account and found a 5' 12" wide shelf with nothing except a place to charge your phone. I have never stayed in a ihg property that didn't have a business center with at least one computer and a printer for guest use.

Talked to the front desk and was told we dont have that here and their POS system was not set up to use the food and beverage rewards, but would see what they could do. They needed to speak with the manager. I checked out the next day just before 11am and was told that they hadn't spoke to the manager yet because she wasn't there. What hotel doesn't have a Manager on duty during check out? I'll answer, this one!

The next day I received an email stating that she tried to get the rewards apply though ihg rewards , but was unsuccessful. My food and bev purchases were closed out with the card I used for the room and my final bill was attached.

I opened it to find out that when you put you food and beverage purchases on your room they was an automatic gratuity added and I thought it was weird that when they brought you the bill there was no place to leave a tip on the slip and was told just to sign anywhere on it. So, I assumed I couldn't and left cash. No mention of the gratuity being add on from the staff. Like I said, I found out after the final bill was emailed. Unacceptable as far as I'm concerned and that's why I will not recommend or stay at this ihg establishment again. It just not the ihg quality...