I stayed here on the night of July 4th with my wife and kids (ages 6 and 3) to watch the downtown fireworks and be in walking distance after attending the Indianapolis Indians ballgame.
Made my reservation in February right when the hotel opened (5 months in advance) for a high floor city view room with the intent of watching the downtown fireworks. Unfortunately, when I checked in at 5pm I was told I had a White River Park view room. I showed them my email confirmation, and Justine at the front desk found us a fantastic room with a great view, but nobody expects or wants to spend the first 10 minutes in a hotel of this caliber hoping that the check-in process doesn't turn into an argument.
As for the room, Justine came through and got us a 19th floor corner room with 2 walls of floor to ceiling windows with a perfect view of the fireworks and the downtown skyline. This hotel certainly has some of the best views of the city. The room was modern, clean, and met my expectations from an amenities and comfort standpoint.
After the game, it was an easy walk from the ballpark and we had a great view of not only the downtown fireworks, but also fireworks in the distance from presumably some of the suburban displays.
After the fireworks, I ordered room service and started an in-room movie. I was told to expect delivery of the food order in 30-45 minutes (not a complex order... salad, hamburger, and two plain kids pastas with butter). After over one hour of waiting (I know it was over an hour because of the movie run time), I called down to inquire about the delay and was told that the food was on its way and should be to the room in 5-10 minutes. After 20 more minutes of waiting (I was timing it now), I called again and was told that I would get a call back on the status immediately. A few minutes later, the food showed up and I expressed my disappointment at the delay. They did comp the meal and apologized, stating they were extremely busy. They also offered free breakfast in the morning, which I declined because I felt the comp'd room service was appropriate, but I would hope in the future that there would be better communication about the expected time for delivery of room service, or at least a call to the room after the promised time had passed explaining the delay. I would not have bothered if I knew that it would take almost an hour and a half.
Overall, a very nice property with a great location, beautiful views, and comfortable rooms, but it really disappointed me with the check-in room location issue and the room service delay with poor communication, given the hotel's presumed aspiration to be the best hotel in the city.