Lovely comfy beds. Friendly reception staff who were welcoming and happy to help. Excellent location for a lot of major London attractions. We were there for BST Hyde Park and it was very convenient. Rooms could do with a bit of an update but otherwise clean and spacious.
Dear Missy Kitten,
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 hope that you will give us the opportunity to serve you again in the future.
Kind Regards,
Imran
Guest Service Manager
Girls on reception are always rude and not pleasant at all. Whenever there are girls are the reception, I end up waiting ages for my room. The boys always get me a room promptly. This is a recurring complaint !!! They just seem to sit chatting about socials stuff in front of guests 🙄
Dear Rachel,
Thank you for bringing this matter to our attention. On behalf of Hotel Indigo Paddington, I want to extend my sincerest apologies for the negative experience you’ve had with our reception staff during your recent stays.
Please be assured that we are taking your feedback very seriously. We will be addressing this issue immediately by providing additional customer service training to all our reception staff. We will also be implementing stricter oversight to ensure that all team members are focused on delivering prompt, courteous, and professional service at all times.
Sincerely,
Imran M
Guest Service Manager
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.
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
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.
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
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!
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
