Shah and Lesse were brilliant. Friendly, helpful, professional and did their best to resolve the polethora of issues in this hotel. This would have been a 2 star review if it were not for these 2 people. Great job. Great customer service. Thank you both for being wonderful.

Other reception staff were unfriendly/couldn't be bothered.

My first night in a "Premium King Room with Garden View" was actually in a shoe box with a double bed. Lesse kindly moved me to a room in line with what I had paid for, the following day.

The TV menu states "You no longer have to worry about what time the resteraunt shuts. We now have 24 hour room service." When I placed an order at 22:30 however, and the online payment system took my money, I soon had a phone call telling me the kitchen closes at 22:30 and they couldn't refund me until the next day. Luckily Shah kindly arranged for my order to be held until the following day AND came out into the street to pount me to a nice local resteraunt.

I tried to mention the TV saying 24 hours at reception. The 1st guy I spoke to didn't even look at me and just said "Go and show it to him." (Pointing at Abed.) I repeated myself to Abed and he said "I'll get the development team to look at it" in a way that silently said "I can't be bothered and I'm going to do nothing." Didn't even apologise. Luckily Shah saved me from loosing my temper by literally jumping across the reception to apologise for the TV and take me outside to point me in the direction of food.

When I checked in, despite being a club member I was told I had to show ID. Not having my passport or driving licence with me, I worriedly asked what ID and was told Passport or DL. When I questioned this as it has never been asked at any other IHG in the UK since I've been a member, I was abruptly told "it's hotel policy". It was only when I asked why I couldn't show a debit or credit card, I was told that I could. Why didn't he just day that in the first place and save all thr anxiety? More needlessly poor customer service from Abed.

Shah also helpfully organised my late checkout after Abed failed to offer or discuss it when I checked in, despite it being a standard IHG member perk.

Do NOT spend extra on a garden view. The "garden" is a few seats on the pavement on the main road, with a few pot plants separating it from pedestrians.

The issues aside - Overal the hotel is not as good as any other Hotel Indigo Ive stayed in - And I've stayed in quite a few! The rooms are nice enough but smaller and not decorated to the same standard as other Hotel Indigos. The resteraunt/room service shuts at 22:30 with no night menu - unlike any other Hotel Indigo.