Hotel Indigo Saigon the City, an IHG Hotel — Hotel in Ho Chi Minh City

Update: Appreciate that the Hotel team had provided a clarification on the matter and had resolved the incident within a matter of hours. Impressed with the team’s service and might have been too quick to judge the team in my earlier review.

I checked in at Hotel Indigo today with high hopes, given its 5-star status and positive reputation. While the rooms themselves were clean, modern, and well-maintained, the service experience during check-in—and more importantly, the lack of effective service recovery afterward—left much to be desired.

We arrived in the morning to drop off our luggage and complete the check-in process for two rooms. The front desk staff assured us both rooms would be ready by 2:00 PM and even confirmed that the rooms had been arranged opposite each other on the same floor.

However, when we returned at 3:20 PM, a different receptionist informed us that there were no rooms available on the same floor and we would be placed on separate levels. When we enquired about the earlier arrangement, we were told one room was still being cleaned and would be ready in another 30 minutes if we chose to wait. We agreed to this and began the check-in process for the other room—only to then be told it wasn’t actually ready either and needed another five minutes.

We were given a complimentary drink voucher while waiting, which was appreciated. However, by 4:10 PM, no one had approached us about the room status. I had to return to the front desk to follow up, at which point the key was handed over with no explanation as to why we hadnt been proactively informed. It was confusing and disappointing that no one came to us, despite knowing we were waiting specifically for that room since earlier in the day. This left me wondering why the onus was on the guest to follow up, especially after such a delay

To make matters worse, when we reached the room, a hotel staff member outside advised us not to enter as someone might still be inside. I had to make yet another trip back to the front desk to clarify the situation and find out how much longer we were expected to wait.

Throughout the process, the staff did offer apologies, and I appreciate that. However, no real steps were taken beyond a late check-out offer (which didn’t benefit us, given our early afternoon flight). At a 5-star hotel, more is expected in terms of service recovery when things go wrong—especially when the guest experience is impacted this significantly.

The rooms themselves would have warranted a 5-star review, and had there been any meaningful attempt to make up for the situation, I would have gladly rated this stay much higher. But unfortunately, nothing further was done to address the inconvenience, and it’s hard to...

This is a very nice new boutiquish property. The modern industrial design is cute- though in some cases (like on the elevators) just kind of makes it look worn out. Basic rooms are not very large, and - despite my IHG top diamond status that usually gives me an upgrade to the best available room at most other properties, they only gave me a standard room with a "river view" (a tiny sliver of river visible between the buildings, a few centimeters worth of view.) I asked if they would upgrade me to a suite as I saw they had them available but they refused and claimed none were available. Otherwise, the front desk was very friendly and helpful, always greeting you warmly and providing a nice welcome drink. They also provided an outstanding array of welcome treats in the room, consisting of some small Vietnamese coconut cookies (I didn't care for them but nice local touch) a fruit tray and a full bottle of wine. Very generous and much appreciated. The minibar was also stocked with a few soft drinks and beers and was complimentary. Great first impression for the welcome items but disappointing to be allocated a basic room with no real river view.||The bed was comfortable and the shower was good, though no bathtub in the standard room. Unremarkable smallish room that felt more four star then five but nice and new. ||The food and beverage were a bit disappointing. Small menu at the first floor bar/restaurant area, with very few vegetarian choices. The salad I ordered was nothing like the salad I received, with half the ingredients missing or substituted. The summer rolls were tasty but the food took forever to come even though there were not many people eating. Breakfast also didn't have enough vegetarian choices and not a very large buffet, though they did make some fresh rice noodles with veggies. It wasn't bad, just didn't feel five star and certainly not as varied as the large buffets you get elsewhere in Asia.||Location is excellent, though of course you are in the heart of Saigon insane traffic when trying to cross the road to get to the river.||Overall this is a nice new property that I might choose again. But to reach five stars for me (especially at the somewhat ambitious rates they seem to be aiming for) I think they need to improve their food and also provide better upgrades...

Hotel indigo|Hotel indigo is in a great location. You are a short walk from a few land marks. There are quite a lot of food options around the hotel. ||The room was nice but there was one empty space I did not understand . Above the mini bar there was a cabinet, but only thing in the cabinet was the kettle. It seems like the kettle could have been placed to the right of the mini bar and that space could be used for something else. Then mini bar is pretty scarce. There are no snacks, just soda and I believe there was beer. Since room service stops at 10pm, it would have been nice to have some snack to purchase in the room. There is a 7-11 store about 5 minutes away if it you get hungry after 10pm.||The bed was comfortable and the room was very quiet. I was right across from the elevator and I did not hear it at all. The TV channel selection was decent, but if you cannot find a channel you like the tv have youtube on them.||One thing I did not like is that you have to scan then menu from the TV and that is fine, but you cannot order from the QR code. You have to call down to room service to place the order. On one occasions I could not get through to room service and gave up. Once you order your breakfast, the food gets to you fast and it was really good. I got the American breakfast.||The restaurant food was good, but since there was no sign or host, I originally did not know they were open. I ate twice in the restaurant and both times the food was good and the staff were very attentive. ||The housekeeping and front desk staff were excellent . I would definitely stay at this hotel...