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Bert B

Great Hotel

5.0 of 5 bubblesReviewed 22 Sept 2024
Excellent hotel service was first rate. Staff were very friendly and helpful. Hotel was very clean and tidy. Room was very spacious airy and spotless. Bar area was lovely for a nice evening drink. Fully recommend this hotel., as one of the best and so close to Paddington and eay to reach further into London from here.
Date of stay: September 2024
Trip type: Travelled as a couple
5.0 of 5 bubblesValue
5.0 of 5 bubblesRooms
5.0 of 5 bubblesLocation
5.0 of 5 bubblesCleanliness
5.0 of 5 bubblesService
5.0 of 5 bubblesSleep Quality
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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 review
Responded 24 Sept 2024
Thank you for taking time to write a review regarding your experience! We are delighted to hear that you enjoyed everything about your stay! We look forward to welcoming you again in the near future! Warm Regards,
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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Reviews (2,508)
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9 - 14 of 2,508 reviews
Reviewed 11 September 2024 via mobile

Rooms are pretty small, especially considering I had an upgrade. It was a good stay though and the staff are exceptional. Rooms are on the small side but comfy and clean. A little noisy with the floorboards. Excellent location, 5 mins walk from Paddington Station. Great chippy close by and the bar/restaurant attached is Bella Italia. I got a Negroni from Bella Italia and took it up to Indigo’s terrace bar which was quite cool. Breakfast at Bella Italia was very nice…

Date of stay: August 2024
Trip type: Travelled on business
Thank LeeTalker
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 14 September 2024

Dear LeeTalker,

Thank you for taking the time to tell us about your experience at Hotel Indigo LONDON - PADDINGTON.
We are glad to hear you enjoyed our locations and breakfast. We have take you eedback on board and are continuously making 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.

Again, thank you for choosing Hotel Indigo!

Sincerely,
Lesse
Guest service Supervisor

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 8 September 2024

Shah went above and beyond to give me the best experience I may have ever had checking into a hotel. As an avid business I stay in many hotels and now my hotel in London will be Indigo Paddington! No matter where my meeting will be in the city I will accept the travel time because of the service here.

Date of stay: September 2024
Trip type: Travelled on business
Thank Quest67169594079
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 8 September 2024

Dear Quest67169594079,
Thank you for taking the time to tell us about your experience at Hotel Indigo LONDON - PADDINGTON.

We are thrilled to hear that Shah provided such a memorable experience during your check-in. Your kind words truly mean a lot to us.
Again, thank you for choosing Hotel Indigo, and if I can be of assistance to you, please contact me directly.

We look forward to welcoming you back on your next visit!

Lesse
Guest service Supervisor
Hotel Indigo- Paddington

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 6 September 2024 via mobile

A very friendly welcome from Maty at reception, check in was nice and easy and the room was very comfortable.

It’s only a 5 minute walk from Paddington station so it’s easy to get to and it’s away from the hustle and bustle so you get a good night’s sleep.

Best hotel we’ve found in London so far.

Date of stay: September 2024
Trip type: Travelled as a couple
Thank Ian N
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 7 September 2024

Dear Ian N,
Thank you for choosing Hotel Indigo London - Paddington and for your wonderful feedback. We’re thrilled to hear you had an enjoyable stay and appreciated our convenient yet quiet location.

We look forward to welcoming you back for another great experience in the future.

Sincerely,
Lesse Woldemicael
Hotel Indigo London - Paddington

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 4 September 2024

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.

Date of stay: September 2024
  • Trip type: Travelled solo
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Thank Peter C
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 7 September 2024

Dear petercR996Ku,
Thank you for your feedback and for recognising two of our staff for their excellent service. We’re glad they could assist in making your stay more comfortable despite the challenges you encountered.

We sincerely apologise for the issues you faced with the room, the inaccurate TV information regarding room service, and your experience at check-in. We will address these matters with our team to ensure better communication and service in the future.

Your feedback is valuable, and we hope to welcome you back for an improved stay.

Sincerely,
Lesse Woldemicael
lesse@lth-hotels.com
Hotel Indigo London - Paddington

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

Shah at the front desk is wonderful! Very personable and attentive. The hotel is nice and clean located in Paddington. Transportation is within an easy walk. Ask about private pub to have a beer or glass of wine. Restraunt on site as well. Had a room with a king size bed that gave us room to relax during our 4 night stay. I would definitely come back!

Date of stay: August 2024
  • Trip type: Travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Thank Theresa S
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 31 August 2024

Dear U8123JCtheresas,

Thank you for sharing your experience! We’re glad Shah made your stay special and hope to provide you with an even better experience next time.

Thank you for staying at Hotel Indigo Paddington.

Warm regards,
Lesse
Guest Service Supervisor

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