Hotel Indigo Denver Downtown-Union Station

Great location and staff, would definitely stay here again.

Perfect location in the middle of downtown Denver. Great service!!

Room was clean with comfortable bed and great AC, but on the small side. I would definitely find a hotel on the other side of the tracks of union station if staying in downtown Denver again. Was made to feel a little uncomfortable with a staff member in the bar. Not a bad experience overall but would not stay here again.

The hotel is wonderful, the rooms and beds are awesome. Great value! The downside… comes down to management issues. The front desk is bizarre. We arrived at 3:45 pm after travelling for 12 hours…. Were told rooms won’t be ready until 4:05. We went back and lined up for ten minutes to be told rooms won’t be ready for a while. We went back to see ten people in line being handled by the sole desk clerk. We waited 20 minutes in line and finally got our rooms. Next issue, our rooms were not made up, we went and asked for rooms to be serviced at 4:00 and they never came. Hotel clearly has staffing issues. Simply put… great hotel, if managed it would be 5 stars.

My reservation was prepaid with IHG One Rewards points prior to check-in; however, I was charged for the full amount for room and tax. When I called to address this with the front office staff, I was told that there was nothing they could do on their end, and they were unable to assist or initiate any resolution. I was directed to contact IHG customer service by phone. It is so disappointing that the front office team did not communicate any billing issues or IHG account concerns during the entire stay. I discovered the unauthorized charges only after reviewing the folio before checking out. I was never notified about any issues regarding my IHG Account or reservation billing information. I was not given the opportunity to resolve the issue before any further UNAUTHORIZED charges were taken. I was not informed about the rate that would be charged if the IHG points issue couldn’t be resolved before checking out. Is this a standard billing and guest-facing procedure for Hotel Indigo? I have stayed with many IHG properties over the years, and this has never happened. If this is indeed standard, it would be helpful to explicitly communicate to guests at check-in about what will happen if there are any issues with their IHG Rewards account after checking in with a points reservations. I am just trying to understand what went wrong here to avoid further inconveniences at any other IHG Properties. Thank you for your understanding and assistance. -Annoyed Platinum Elite Member