There are lots of nice things about this hotel - nice design quirks, good breakfast, good bed, good shower, polite staff. However there are two flaws to my mind. The TV is programmed so that you cannot get BBC. It’s unbelievable. Also the blinds do not block out all sunlight, so if you go in the summer, you just might find yourself waking early. The flaws ought to be easily fixed.
Hello AMcE1965,
Thank you for your stay at Hotel Indigo London - Paddington. We truly value your confidence in our hotel to meet your lodging needs.
I'm delighted to know that you liked the location and that you're pleased with the service provided by our staff. It's also nice to hear that you found the breakfast options to your liking. However, I'm sorry to read about the issues you faced during your stay. I have shared your comments with the hotel management as a reference as we strive further to make our products and services from good to great.
I hope that the next time your travels take you to the area, you will choose to stay with us again!
Many thanks,
Jonathan A
Case Manager
IHG Hotels & Resorts Service
Even though I am fortunate to be a Diamond Elite and Ambassador member of IHG, I chose the Indigo Paddington rather than the Intercon as I was only passing through for one night and wanted easy access to Paddington station.
The room was fine, small but comfortable, clean and quiet. Exactly what I needed and in a great location. Well worth staying at. No problems thus far.
However...
A few days before my arrival my daughter made the 46km journey from her home, on public transport in her powered wheelchair, to the hotel to drop off some paperwork for me that had been delivered to her home. She explained the situation to the staff there and was told the documents would be securely looked after and given to me on my arrival.
On my arrival, the documents, like the manager were nowhere to be seen. The hotel had lost them but assured me the manager knew of there whereabouts and would contact me. He didn't. It is now almost three weeks later and he has still not responded to any of my emails. One of the documents they lost was a railcard. I had purchased train tickets for the day I left the hotel which would not be valid without a railcard so I had to buy another for 30 pounds. Not the end of the world. But other documents in there were more important.
The disdain which has been shown to me is astounding. I tried to contact IHG on many of their platforms and struggled to get any response despite promises of answers within 72 hours several tmes.
Stay here for convenience and comfort but whatever you do, don't make the mistake I did and expect customer service or respect. Loyalty, it seems, only goes one way.
Dear Mr.KirkbyBlue,
I would like to sincerely apologise for a regrettable incident that occurred regarding your package.
We have taken immediate corrective actions to ensure that such incidents do not happen again. Our staff have been retrained, and we have reviewed and enhanced our procedures to prevent any recurrence of such situations.
I apologise for any confusion or misunderstanding that led to this situation. To ensure that this issue is rectified, I have personally sent you an email to dicuss further details.
We hope that despite of your experience, we will get the chance to accommodate you once again in Hotel Indigo paddington.
Kind Regards,
Imran
Guest Service Manager
This is a boutique hotel near Paddington Station. We were very comfortable and enjoyed our time there. We found the hotel to be very well managed.
The staff made an extra effort to get us into our room early when we were bone tired from the road. Thank you.
Dear James,
Thank you for taking the time to tell us about your experience at Hotel Indigo LONDON - PADDINGTON.
Please know that your feedback is extremely valuable to us. We use feedback, such as yours, to continuously make changes to our brand to improve the guest experience. We are glad to hear that you enjoyed your experience and hope you will give us the opportunity to serve you again in the future.
Again, thank you for choosing Hotel Indigo, and if I can be of assistance to you, please contact me directly at or lesse@lth-hotels.com.
Sincerely,
Lesse
This property is wonderful. We took the Heathrow Express from the airport to Paddington Station, and the hotel is an easy walk from there. The neighborhood has many small restaurants with great food and variety as well as a few sundry stores. It is also very close to the Paddington tube station which made traveling around the city easy. The rooms were clean and comfortable. I will definitely stay here again on my next trip to London.
Dear Blessed,
Thank you for taking time to write a review regarding your experience! We are glad to hear that you enjoyed everything about your stay! We look forward to welcome you soon at our property again! Kind Regards,
Imran
Guest Service Manager
On arrival greeted with a friendly face and a bonus upgrade being IHG member. Room was fairly small which we expect but to an excellent standard. Bed comfy, good coffee and tea facilities and good sized shower room/toilet. When we asked about late checkout we received this at no extra cost. ‘Only had breakfast 1 days and this was really good. Only downside when my partner used the downstairs toilet at night found it not the cleanest with a cockroach on the floor. Take that away and the hotel was faultless.
Dear Happiness20622047074,
Thank you for taking time to write a review regarding your experience! We are glad to hear that you enjoyed everything about your stay! We look forward to welcome you soon at our property again! Kind Regards,
Imran
Guest Service Manager
