I prefer boutique-type hotels and was looking forward to finally staying at this Indigo, and I got a good rate by pre-paying. When (at 4pm) my next day's meeting was re-scheduled I figured I'd head home for the weekend early rather than staying overnight.
It was a Thursday, and I called the hotel to see if possibly I could re-book for Sunday and apply my pre-payment toward that stay. Being an experienced road warrior I understand the caveats of the non-refundable, pre-paid reservation. I would have been pleasantly surprised if they would have agreed to credit my payment, and extremely satisfied to get a partial credit. I was prepared to be told sympathetically that I would get neither.
Instead, I received no response at all. In a period of 24 hours I called the hotel 3 times, talked to staff, left voicemails with the GM (who I was told had sole authority on this decision), and emailed. Zero response.
I returned to RTP on Sunday, staying elsewhere. Last year I spent 71 nights in hotels, so I know there are lots of other properties that will take my money, and most of them will give me something in return - if not the accommodations that I chose to forfeit, then at least a return phone call. Amenities and aesthetics are meaningless without service. It's so incredibly simple, and the Indigo RTP has proven that it cannot manage the basics, so I choose not to stay there.
- Official Description (provided by the hotel):
- Hotel Indigo Durham Research Triangle Park (RTP), North Carolina, is a place where you will enjoy every moment of your stay. Imagine a new branded boutique hotel designed to deliver guests a distinctive and engaging experience. Let us inspire you with our refreshing design and intimate service. 'Curl Up' and escape from the ordinary. Our 100% smoke-free hotel offers cozy, airy, and inviting guest rooms with oversized beds, plush bedding, hardwood-style flooring with area rugs, 42 HDTVs and spa-inspired shower. In public spaces, the scent, music, artwork, murals are changed to reflect the season. Our hotel is conveniently located near Raleigh Durham airport (RDU) for business travelers at RTP which is the heart of the Raleigh, Cary, and Durham metropolitan area with more than 170 companies. Our hotel offers free high speed Internet access, a business center, conference room, and boardroom. We provide a complimentary shuttle to/from RDU airport as well as local businesses. We are a short drive to many attractions including museums, RBC Center, Univ of North Carolina (UNC), Duke Univ, and NC State Univ (NCSU).At our boutique hotel, you can enjoy the heated indoor pool, whirlpool and Phitness Room. Satisfy your discriminating palate at Phi, an on-site casual restaurant and lounge serving fine cuisine. Starbucks coffee is also available at the restaurant. You will find Hotel Indigo Durham RTP simply unforgettable. ... more less
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