Hotel Indigo West Chester - Downtown by IHG — Hotel in West Chester

At the end of a long business trip I decided to treat myself to a "corner room" at Indigo for my last night in hotels. I made a reservation that I believe "included breakfast" for an extra fee. Arrived, check in was efficient and fine. Dropped baggage off in my room and discovered that it was NOT a corner room. It was the room on the side of the hotel that abuts the building next door. There was one window, not the two windows on adjacent walls pictured on the website, and the room looked out on an ugly rooftop (of rooms below? of a high portico?) with a parapet that blocked any view of interest. Totally deceptive advertising and labelling. Not a corner room. Yes, in a corner of the hotel. Not a corner room. Not debatable. Within the room the layout included a large empty useless space between the bed area and the bathroom. The bedside lamp worked fine for 3 minutes and then started to flash and dim intermittently: broken. Door to the hallway does NOT latch automatically when you leave, so the room is open to anyone who pushes on the door once you leave unless you carefully pull the door shut. Plastic key cards first supplied did not, of course, work well. This is a completely normal part of hotel occupancy in the modern era, one that works well for the hotels and is a right pain in the tookus for guests. Went back downstairs, asked for new ones, mentioned that this was annoying, and was immediately informed in a defensive and superior manner that if I did not carry the keys in the same pocket as my phone, they would work. Gee, wow, I have never heard this before. I have known this since before you were old enough to work here and the keys were literally diagonally across my body from my phone for this exact reason. Just admit it: this technology works for you, not for us. Never mind. The reason for my poor rating is not the key cards. It is the deceptive advertising, the poor state of the room, and the non-latching door. ||Last thing: when you pay extra for breakfast, they give you a $20 gift card to their coffee shop. If you want anything besides an egg McMuffin clone, you've got to go elsewhere. No granola or muesli and yoghurt, damn slim pickings for fruit. Seating is poor and unattractively placed. And as most of you know, $20 is not enough to buy a real breakfast these days. This arrangement is NOT...

This is a beautiful, brand new hotel that far exceeded my expectations. I had a one-night stay that, unfortunately, I arrived late at night for (around 10 p.m.), as this was definitely a hotel that I would not have minded spending more time at.||The hotel is very conveniently located in the historic, downtown area of West Chester, with plenty of restaurants and shops within easy walking distance. The hotel itself is just four months old, and it looks great, inside and out.||I had reserved a room with two beds, and I received something so spacious it could have qualified as a mini-suite on the hotel's top floor. I have stayed at far too many hotel rooms in the past, only to be underwhelmed, but this one had the best overhead lighting in recent memory. If every hotel room had such great lighting, I would never have a lighting complaint ever again.||The room had a wonderful desk to work at, a convenient closet that is next to the enclosed mini-fridge, and a large leather chair plus a bench seat that doubled as a luggage rack.||The beds were very comfortable and the pillows were plenty thick and firm. I had a great night's sleep.||The bathroom's sink has a large counter, and the bathroom has plenty of towel hooks. The shower has both an overhead rain showerhead and a handheld showerhead. The bath towels were thick and soft and very absorbent. No rough and scratchy towels here!||My room faced a side street and was very quiet. For such a large room it was unusual that there was only one window, located on the outside wall farthest from the work desk, but the sun was shining brightly through that window once I opened the blinds in the morning.||The front desk staff was very friendly and informative, and on request I obtained a 2 p.m. late checkout thanks to my IHG status. I was able to use my IHG free night certificate from my IHG Select credit card (no longer open to new applicants), which has just a $49 annual fee, so I received great value for that free night.||I would happily stay here again, and hopefully soon, if not for work then to spend some time exploring historic downtown West...

I stayed at Hotel Indigo West Chester and unfortunately had an alarming experience that I feel compelled to share. Around 11:15 PM on the night of my stay (6/11), I discovered a bug in my bed after being bitten on my arm. I informed the front desk immediately and showed them the bug, but the manager refused to speak with me or address the situation that night.||Instead, I was told that I could either sleep in the same room or leave and find another hotel at my own expense—no refund or assistance was offered. I chose to leave, as I wasn’t going to risk staying in a room with what I believed to be bed bugs.||The following morning, I returned to speak with the manager in person. He informed me they would have the room inspected and follow up with me. As of today (weeks later), I have not received any follow-up communication or a refund for the night I could not stay.||To make matters worse, we were also hosting a small business meeting at the hotel, and the breakfast service was completely mishandled on both days. On Day 1, breakfast arrived over an hour late and was not what we ordered. On Day 2, they brought food, but only enough for 10 people when we had 15 attendees—again with no communication or apology. My admin had to chase down hotel staff both mornings just to get answers.||While the property is relatively new and seems to be understaffed (which I can understand), the real issue lies in the complete lack of professional management and customer service. In every event we host, hiccups happen—but good management communicates quickly and resolves issues. That was not the case here.||Eventually, my admin was able to get in touch with the sales manager, who was far more helpful and professional than the general manager. Ecolab later claimed the bug was not a bed bug—but they never identified what it was, which raises more concerns. I also have photo evidence of the bug in the bed.||Bottom line: Between the bites, the lack of urgency or care from management, and the failed event services, I cannot recommend this hotel. Stay here at...