Hotel Indigo Denver Downtown - Union Station, an IHG Hotel in Denver, CO

The hotel is in a great location to downtown shops and restaurants. Across the street from the train station (both metro and Amtrak). I felt very safe in the area as well. The staff were awesome, very friendly, and always ensuring my stay was going well. The attached restaurant was great for both breakfast and dinner. As for the rooms, very clean and well laid out and spacious. The hotel also has an attached parking garage with both self and valet parking both for a fee but reasonably priced for a downtown hotel.

Of all the disappointments with this hotel, the most vexing is that they allow guests to keep unattended dogs in their rooms, even after receiving complaints that the dogs bark incessantly when their owners are absent. When I made my reservation - and when I checked into the hotel - I made one request: a quiet room. I had to wait 45 minutes after the regular check in time for my room to be ready, apparently because the front desk “trainee” didn’t think to alert the housekeeping staff to expedite the cleaning of the room for which I was waiting. The room was generally quiet apart from mechanical noises (A/C and an occasionally clanking pipe). But before too long that quiet was replaced with the sound of a barking and crying dog. I called the front desk, but no one answered, because the hotel clearly is understaffed. So I went down to the lobby. When I told a different front desk clerk (who identified herself as the supervisor) about the dog, she said she would call the guest whose room it was and tell her to return to the hotel. Apparently, the guest, knowing of the dog’s behavioral issues when unattended, had given the desk clerk her cellphone number. Within 15 minutes or so, the guest returned to her room and the dog, thankfully, stopped barking. But the same thing happened the following afternoon. The hotel staff, knowing of the dog’s barking problem, again permitted the guest to leave her dog in her room unattended. It was a virtual certainty that the dog would bark and cry again, disturbing guests in all of the nearby rooms, but the hotel staff apparently did not care—or at least didn’t think the matter through. After conferring with other unhappy guests on the floor I called the front desk again. The same supervisor I spoke with the day before told me the hotel is “pet friendly” suggesting they care more about pets than human guests. It was over an hour before the guest returned and barking stopped. One final issue—the hot water dispenser in the lobby dispenser water with an unmistakable coffee flavor. I can’t drink coffee, and I could not enjoy a customer of tea. It is not difficult to keep the hot water container and mechanism free from coffee, but Hotel Indigo was incapable of doing it. I would not stay at this property again, even at no charge.

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

I stayed in Room #726 from 4/28 to 5/1. While my overall experience at the hotel was positive, the handling of a lost item — a ZionHeart heart monitor — has been deeply frustrating and disappointing. After realizing I had left the heart monitor (in its box) in the room, I called the evening of 5/1. A staff member named Oscar told me the wait staff wasn’t available, so he couldn’t help. I followed up the next morning (5/2), and the woman who answered promised to call me back — but I never received a return call. Since then, I’ve attempted to call the hotel multiple times to follow up, but either no one answers the front desk or the phone is left on hold indefinitely. I’ve waited on hold for over 8 minutes several times, only to be met with music and no response. It honestly feels like someone is intentionally avoiding picking up or just leaving the phone off the hook. I made it clear during my call that this was an expensive and essential medical device — not a phone charger or something easily replaced. What’s most disappointing is that Oscar told me nothing was logged in the lost and found, which suggests the cleaning staff may have simply thrown away a clearly identifiable medical device and its packaging. If true, that’s extremely careless. I didn’t expect miracles, but I did expect basic decency and communication. I just wanted to know if the monitor had been found — even a simple "no" would have been better than silence. It’s really unfortunate that such poor follow-up has overshadowed what was otherwise a nice stay.