We just checked out of our room this morning at the Indigo. We have stayed as this hotel several times and have always been pleased. However, this hotel is in total disarray, not only in physical appearance but also in customer service. This room was booked January 2, 2013. At that time, we requested a NEW room since we knew the hotel was in the process of remodeling. On 3 different occasions, we called to verify our confirmation, as well as requesting a NEW room. The day of check in, we arrived at the hotel at 1:00 pm. The room was not ready, which we understood checkin was 3:00. At that time, we went ahead and supplied payment etc, in order to expedite our check in at 3:00, as we would be very short of time at that point. We once again verified that they knew we had requested a new room. We left for lunch and returned at 3:15 only to find out our room was not ready. At 4:45, the ONLY room that was ready, was a handicap room in the old section. The gentleman at the front desk was over heard telling his manager, that we had NOT reserved a new room. I don't know what else we could have done to reserve a new room other than sign in blood. Nashville was very crowded this weekend with Valentines Day, The Kid Rock Concert and the 5K. There is no reason for a hotel to not be prepared. The staff showed no regard that our plans had been disrupted because of their lack of preparedness. Not a apology, not a discount on the room......they did not even help with getting our luggage to the room. The room was small and ill equipped. Only one very small mirror in the bathroom. No hairdryer, and basically no place to put your luggage. The view was a absolute joke. You look out of the window to a brick wall. The furniture in the room was scratched, and dented. The walls we totally beat up. We rented a double room, which was SO very small, I am unsure how on earth this could possibly be a handicap room. My husband and his company have been Priority Club Members for many years. WHY??? There is no such thing as Priority Check In at this hotel. The price we paid for this room was astronamical. I do not mind paying high prices for a room that the price is warranted. The hotel did not waste anytime in placing our bill under the door before 5:30 AM. If you want to stay in a nice hotel in downtown Nashville, please choose someplace other than the Indigo. Management did not offer any kind of compensation in the price for not supplying the requested room or the fact that it was not ready. This hotel was a absolute and total disappointment.
Make sure you verify what your view will be. This hotel is NOT worth a price and they do not know t...
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
February 19, 2013
I sincerely apologize that we did not put our best foot forward that day and were unable to show you the best our facility with all the new great changes could be. We did not receive the new rooms until just that morning so, it did create an opportunity for us that we did not expect. I know that does not fix your perception of what happened that weekend but, I would love to invite you back so, we can make your experience a better one. I have sent you a message with an invite. Again, I do apologize for your experience but, I am glad you took the time to let us know where we could have gotten it right. We need this kind of feedback to be able to get better as a team and facility. Thank you again. I hope to hear from you soon.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.