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“Terrible experience from booking to checking in...”

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Hotel Indigo Basking Ridge
Ranked #4 of 4 Hotels in Basking Ridge
GreenLeadersBronze level
Macungie, PA
Level 1 Contributor
3 reviews
“Terrible experience from booking to checking in...”
Reviewed June 8, 2009

We had a difficult time getting a room with the group for the wedding we were attending. Check in was slow and the staff seemed clueless. The worst part was another party in our wedding group, friends of ours, checked in about an hour after we did and were given our room! Thank goodness it was someone we knew that entered our room (we were down at that bar) or our things could have been stolen. When we asked if they understood that that room was occupied they told us that it never happened before and apologized. Later our key cards didn't work.

  • Stayed June 2009
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Macungie_Mugzy
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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249 reviews from our community

Traveler rating
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    18
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Rating summary
  • Location
  • Sleep Quality
  • Rooms
  • Service
  • Value
  • Cleanliness
Traveler tips help you choose the right room.   Room tips (44)
Date | Rating
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  • Japanese first
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  • Any
English first
Mountain View, California
Level 4 Contributor
33 reviews
30 hotel reviews
common_n_hotel_reviews_1bd8 70 helpful votes
Reviewed November 19, 2008

This place has been recently renovated and is way better than its older self. The floor is wood (or is laminate?) which makes it way cleaner and streamlined. The bed is very comfortable and the flat screen TV is nice. You get free wireless (very convenient for work) and the place serves breakfast and dinner (again, highly convenient for someone on a business trip).

There is however no tub (just shower). The coffee in the room is so-so. The front desk appears inexperienced. I had to reactivate my key 2x because the front desk didn't do it right the first time (a bit annoying). Overall, a definite upgrade to the old place. Vs. the other hotel across the street, I'd pick this one.

  • Stayed November 2008
    • Value
    • Location
    • Check in / front desk
    • Rooms
    • Cleanliness
    • Business service (e.g., internet access)
Helpful?
Thank bayarea123
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
new jersey
1 review
common_n_hotel_reviews_1bd8 1 helpful vote
Reviewed October 20, 2008

I don't normally write reviews like this, but I just had to warn future guests about the difficulties they may come across. My daughter's wedding was held nearby and family/guests were staying here. I had booked two nights and had thought all was taken care of, only to discover that a few weeks later, they had no record of me calling. So I called again and reserved 2 nights and received a confirmation #. I was uncomfortable with the front desk staff I spoke to and double checked a few weeks later, only to discover that they had me reserved for only 1 night, rather than two!!!! My brother from out of state encountered a very similar problem. I know that they have a very quick turnover of "Management". And one hand does not know what the other is doing! We were extremely concerned that our guests were being treated in the same unprofessional manner.

Also, I overheard a young couple who had reserved a suite well in advance, only to arrive and find that a regular room had been reserved for them. The hotel's solution was to offer them a couple of cots to try to make up the difference.

The concept of a "block" of rooms has yet to be grasped by the front desk reservation people. They kept trying to put our family in with another wedding block!!!!

The hotel was clean, although a dirty breakfast tray was left in the hallway until late in the afternoon that we had to look at all day.
While the front desk staff was pleasant and smiling, they have not mastered the skill of booking reservations.

I would think twice before staying here again.

  • Liked — clean
  • Disliked — reservation convenience
  • Stayed October 2008, traveled solo
    • Value
    • Location
    • Check in / front desk
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank MOM1231
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.

Travelers are raving about these Basking Ridge hotels

New York
1 review
Reviewed October 8, 2008

My family has lived in the Basking Ridge area for years. I visit about once a year. What a big difference from my last stay. The new owners of this hotel have completely renovated the property from top to bottom. The hotel is fresh and clean. The same room in NY would be $400+ a night.

A definite recommend for anyone traveling to central NJ.

  • Liked — Refreshing rooms, new, and not cookie cutter
  • Disliked — nothing
  • Stayed September 2008, traveled solo
    • Location
    • Check in / front desk
    • Rooms
    • Cleanliness
    • Service
    • Business service (e.g., internet access)
Helpful?
Thank ChandlerB
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Hoboken, NJ
Level 1 Contributor
3 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 2 helpful votes
Reviewed August 26, 2008

Arranging our wedding block here has been nothing short of a disaster. Formerly The Inn at Somerset Hills, the front desk staff of Hotel Indigo can not be trusted to properly accommodate guest reservations. They were adding our guests to other room blocks, and on multiple occassions told our guests that we weren't even booked there! Their only saving grace is Jill, the Sales Coordinator, who has been great throughout this otherwise miserable experience. She has really worked with us and has repeatedly spoken to the staff at the front desk regarding getting their act together. Hotel Indigo is all brand new and the renovations are wonderful and modern. I only hope that they can properly train their staff so that no other bride and groom have such a terrible time with the hotel block.

  • Liked — The renovations gave the hotel a fresh and modern look. The rooms are spacious and very clean.
  • Disliked — The front desk at Hotel Indigo is completely incapable of handling a room block.
  • Stayed August 2008, traveled on business
    • Value
    • Location
    • Check in / front desk
    • Rooms
    • Cleanliness
    • Service
    • Business service (e.g., internet access)
Helpful?
Thank RAO611
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
btoole, Director of Sales and Marketing at Hotel Indigo Basking Ridge, responded to this review, September 4, 2008
We appreciate the difficulties laid out by the previous reviewer. Our hotel has undergone a phenomenal change and renovation from an older non-branded property to a fantastic Hotel Indigo within the IHG family of hotel brands. There are several reasons why the wedding planner who wrote this had the issues that she had. Some of these issues were certainly the result of mistakes made by members of our staff and we sincerely apologize. Other issues were the result of persons within the group who booked outside of the block of rooms and did not inform the hotel with which group they were travelling. Without that information we have no way of knowing which group they are with. We take great pride in our service, in particular the wedding business. On any given weekend we have several separate weddings in our facility and we strive to give the absolute best service every time. This person chose to tell us through TripAdvisor that we fell short in meeting their needs. Every weekend we have others who tell us face to face what a wonderful experience our hotel has provided them.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about Hotel Indigo Basking Ridge

Property: Hotel Indigo Basking Ridge
Address: 80 Allen Rd, Basking Ridge, NJ 07920-2913
Phone Number:
Location: United States > New Jersey > Basking Ridge
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Shuttle Bus service Suites Wheelchair access
Hotel Style:
Ranked #4 of 4 Hotels in Basking Ridge
Price Range (Based on Average Rates): $$
Hotel Class:3.5 star — Hotel Indigo Basking Ridge 3.5*
Number of rooms: 112
Official Description (provided by the hotel):
Everyone has a neighborhood story and we want you to live through and be part of ours. Guests at our smoke-free boutique hotel will experience a local flavor, in an affordable luxury, yet casual and sophisticated setting. At the Hotel Indigo Basking Ridge we provide the very best in modern boutique accommodations, hotel services and inspiring hospitality. Our unique hotel is an oasis for travelers who yearn for an escape from the common hotel, but still desire inspiring service. Within 10 miles of our upscale Basking Ridge accommodations, you will find many shopping destinations, like the Mall at Short Hills, Bridgewater Commons and New York City's Madison Avenue, which is just 30 miles from our boutique hotel in Basking Ridge. Additional area attractions include the USGA Museum, historic Morristown and the exquisite Duke Estate. A business trip is a time of serenity and renewal at our luxurious hotel in Basking Ridge. Take advantage of convenient access to Verizon Wireless, Avaya and Barnes and Noble headquarters, as well as a free local shuttle -5 mile radius of the hotel and must be booked 7-10 day in advance due to high demand, service and complimentary high-speed, wireless Internet access. With a contemporary atmosphere and first-rate services, the Basking Ridge Hotel Indigo focuses on delivering peace and inspiration to all guests. While lodging at our boutique hotel in Basking Ridge,NJ,you can enjoy a local brewed coffee and gourmet meals at Old Oak Bar & Bistro or exercise at our state-of-the-art fitness center.Choose the Basking Ridge Hotel Indigo,and you will experience the very best in modern boutique accommodations. ... more   less 
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Also Known As:
Basking Ridge Hotel Indigo

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