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.

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.

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!