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Anita W

Poor service and customer care

1.0 of 5 bubblesReviewed 18 Jul 2024
Regardless of the fact I am a Diamond Elite and Ambassador member of IHG the management don't care. When checking in the duty manager said reservations should have called me to say they were overbooked and I would be staying at an equivalent room at the next door hotel. Don't believe him because that was not the case. He also said I was the last person to check in and that there were no other rooms available. Both those statements were lies and eventually got a room thanks to the only other but very nice guy at the desk who welcomed and remembered me. This duty manager will go to all lengths to not take the blame for not checking and allocating rooms. I have given feedback and said I am happy to be contacted by email or phone and to date no response. This is not the first time with issues and I have stayed here a lot as it is close to where I work. Indigo Paddington are not a trustworthy hotel with management lying. Don't take the sub standard hotel next door, and if you do get a load of money back. It's time the management of this hotel take notice of how bad the place is run. I have seen a number of reviews lately with similar issues. Most of the good front desk people have left which gives a clear signal there is rot somewhere in the management.
Date of stay: July 2024
Trip type: Travelled solo
2.0 of 5 bubblesValue
3.0 of 5 bubblesRooms
4.0 of 5 bubblesLocation
4.0 of 5 bubblesCleanliness
3.0 of 5 bubblesService
3.0 of 5 bubblesSleep Quality
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London Town Hotels , Owner at Hotel Indigo London - Paddington, an IHG hotel, responded to this review
Responded 31 Jul 2024
Dear 12391SNanitaw,
Thank you for taking time to write a review regarding your experience! Please accept my sincerest apologies for the inconvenience you experienced due to the unavailability of your reserved room at Hotel Indigo Paddington.
We understand how important your accommodation needs are, and we deeply regret that we were unable to meet your expectations on this occasion. This situation does not reflect the high standards of service we strive to uphold, and we are taking immediate steps to ensure it does not happen again.
Thank you for your understanding and patience. We hope to have the opportunity to welcome you back to Hotel Indigo Paddington in the near future and provide you with the exceptional experience you deserve.
Kind Regards
Imran
Guest Service Manager
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
The listings of booking offers for each property take into account the compensation paid to us by our partners. Prices shown may be for varying room types. Prices displayed are the lowest available, corresponding to the least expensive room type available, as provided from our partners as of the time of the user’s search.
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Reviewed 12 July 2024 via mobile

A bad experience made worse by terrible service and an uncaring Head Office.
An extremely expensive two day stay for my wife’s birthday, we didn’t get the garden view room we paid for on the first night, the room we did get had no curtains : the entire curtain rail was missing, the vouchers for the inclusive three course dinners were refused by the restaurant, the Prosecco reception never came, and the promised partial refund never happened despite me chasing many times and even getting head office involved.
Absolutely avoid this hotel and I’d seriously question the IHG group.
Head Office if you’re reading this you had every chance to put it right, not just offer me some free loyalty points; I spent £898 and you didn’t provide the room or service I paid for.

Room tip: Just avoid this place unless you like getting ripped off. Head Office won’t lift a finger.
Date of stay: April 2024
Trip type: Travelled as a couple
Thank Deviner73
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
London Town Hotels , Owner at Hotel Indigo London - Paddington, an IHG hotel, responded to this reviewResponded 16 July 2024


Dear Deviner73,

Your feedback helps us identify areas where we can improve our services, and I want to assure you that we are taking steps to address the issues you raised. We truly value your loyalty and hope you would consider staying with us again in the future, allowing us the opportunity to provide you with a better experience.

If there's anything else you would like to discuss or if you have any further concerns, please don't hesitate to reach out to us. Thank you for bringing these matters to our attention, and we apologize once again for any discomfort caused during your stay.

Kind Regards,

Imran
Guest Service Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 9 July 2024

Excellent location especially when travelling from Heathrow airport. Rooms are not only comfortable but also large in size. Luxurious bathrobes, good size bathroom and coffee-maker in the room made our stay perfect! The breakfast possibility downstairs also saved time. This was our second time here and we’ll definetely come back again!

Date of stay: November 2023
  • Trip type: Travelled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Thank tuijapalo
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
London Town Hotels , Owner at Hotel Indigo London - Paddington, an IHG hotel, responded to this reviewResponded 16 July 2024

Dear Tuijapalo,

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

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 30 June 2024 via mobile

Hotel is conveniently located within 3 min walk from the Paddington station. This is a boutique hotel & rooms were clean but quite small. The bed was comfortable & the wardrobe has many compartments. However, there is no kettle and drinking water provided.

Date of stay: June 2024
Trip type: Travelled with family
Thank merryheartsg
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
IHG Service, Owner at Hotel Indigo London - Paddington, an IHG hotel, responded to this reviewResponded 15 July 2024

Hi merryheartsg,

Thank you for staying at our Hotel Indigo London - Paddington. We appreciate you for choosing IHG Hotels and Resorts as your travel buddy.

We offer a warm and engaging service that ensures there is always something new for guests to discover. I'm sorry for the issues you experienced. I have sent your comments to our dedicated hotel management team for proper handling. We are committed to resolving and ensuring your next stay with us surpasses your expectations.

We will do our best to give you a better experience when you stay with us again.
 
Yours in hospitality,
 
Dominador R.
Case Manager
IHG Hotels & Resorts Service

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 28 June 2024

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.

Date of stay: June 2024
  • Trip type: Travelled solo
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Thank AMcE1965
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
IHG Service, Owner at Hotel Indigo London - Paddington, an IHG hotel, responded to this reviewResponded 13 July 2024

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

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 25 June 2024

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.

Date of stay: June 2024
  • Trip type: Travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Thank KirkbyBlue
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
London Town Hotels , Owner at Hotel Indigo London - Paddington, an IHG hotel, responded to this reviewResponded 25 June 2024

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

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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