Hotel Indigo Silverthorne by IHG

Reviews

• RT

  Rayshell Threadgill

  Jan 1, 2026
  1.0
  The hotel itself was clean, and we were initially booked in a room with two beds and told we were upgraded. However, the couch that was supposed to pull out did not, which immediately created an issue. Ernesto was extremely professional and did his best to help, but he was clearly set up for failure by a system that allows overbooking and does not properly recognize the needs of elite status members, or guests in general, especially during a holiday weekend. Our room was not cleaned a single time during our stay. We had to repeatedly request fresh towels, which became inconvenient and frustrating. The pool was extremely cold and essentially unusable; no one was using it during our stay. Given the high price of this hotel, the experience did not match the cost. The property appeared to be operating with bare-minimum staffing, which negatively impacted service overall. We typically choose IHG when traveling, but this was one of the worst IHG experiences I’ve had.
• JR

  J Rz

  Dec 27, 2025
  1.0
  The worst customer service… Katherine Goodman, the general manager is always hiding, she don’t know how to run a business… If you want a good customer service don’t even try this hotel, is a complete waste of money (plus keep an eye on the reservation, they like to tell you that is more after you make the reservation). At the end one of the employees started being rude and started telling me “Dude it is like this and that’s it, I’m not wasting my time with you”…
• JP

  Josh Paiva

  Dec 19, 2025
  1.0
  IHG Diamond/Platinum beware - no breakfast. They advertised this room as a 2 bedroom suite, but it’s not, it’s a 1 bedroom suite with another bed in the main/living room. In fairness it’s a very nice room, but to make matters worse, they don’t provide IHG benefits, including Diamond breakfast. That is worth about $50/night, so I asked for the equivalent points instead (IHG points are worth about $0.005 each so 10k/night), and was pretty rudely told no, despite spending over $500/night to stay here when it isn’t even peak season yet. Not even an attempt to offer something else of similar value instead, just straight hostility. Disappointing from a hotel I’ve stayed at multiple times and used to really love. It’s really a bare bones hotel - you get the room and nothing more. I expect better for a $500/night full service IHG property.
• JA

  Juan Alvarez

  Dec 16, 2025
  1.0
  I had a very disappointing experience with Hotel Indigo. I’ve been trying to resolve an issue with my reservation since November 19, and despite multiple attempts to communicate, I received no response at all from the property. Because of the hotel’s lack of communication, I was unable to cancel my reservation smoothly, which caused unnecessary stress and wasted time. Even Booking.com confirmed they were waiting for the hotel’s response, but the hotel never replied. This situation was completely outside of my control, and yet I was left without assistance or accountability from the hotel. For a property that claims to provide a quality guest experience, the lack of professionalism and basic customer service was unacceptable. I would not recommend Hotel Indigo if you expect timely communication or support when issues arise.
• KK

  Kathleen Kraemer

  Nov 25, 2025
  1.0
  My family and I reserved a room for July 2025 for our vacation. Close to our departure to Silverthorne our son became very ill and and required surgery. We could not leave, OBVIOUSLY! I called the hotel and the GM at the time understood and said she would cancel the reservation. Oct 27, 2025 out credit card was charged by Hotel Indigo. I have called and emailed. The new GM KATHERINE, did not respond at first or take any of my calls. I called IHG which forced her to respond with in 24 hours. GM KATHERINE emailed me requesting information I had already sent her in my email to her. After that GM KATHERINE has not taken my calls nor returned them. I’m still short $200. We experienced major emergency. We had to help our son with bill since his recovery was long after surgery. The $200 Hotel Indigo Silverthorne charged us and refused to return has really impacted our finances. GM KATHERINE. PLEASE CALL ME!!!!!!! You have my number. Our faking fell on hard times and you refuse to do the right thing. ************* A L E R T. ********************** I posted yesterday in a review that GM KATHERINE had not responded. Basically since I emailed her on November 5, 2025. I’ve called her multiple times in between and now that I FINALLY put it in a review for others to see she finally responded. After weeks of calling and emails explaining that the previous GM before the hotel was sold had CALLED me and took mercy on our family since my son had to have emergency surgery and we were a chaotic mess and overwhelmed with worry!! Thank you GM INDIRA KEIHBORTH for your kindness. SADLY, ASSISTANT GM KATHERINE GOODMAN said it in ann email it was not enough that you gave me a verbal cancellation. I believed without a doubt that my reservation was canceled and not just postponed. Had I thought it was just postponed I would have kept up with it and scheduled it for a trip since we go to Silverthorne to see my family that lives there quite often. That’s cruel, ASSISTANT GM KATHERINE GOODMAN. You never called me. You had everyone that answered the front desk phone tell me you were in a meeting. Every single day…every single time. Or once did you return the call. SHAME ON YOU ASSISTANT GM KATHERINE GOODMAN. ############################### *********RESPONSE TO HOTEL INDIGO’s RESPONSE ON GOOGLE ATTEMPTING TO MAKE IT SEEM THAT I WAS HARRASSING. Yes, I KEPT CALLING BECAUSE MS. GOODMAN NEVER CALLED ME BACK AT ALL. I’ve never spoken with her. Ever!!!! Ms Goodman is citing the fact that I kept calling. *********** ############################## ASSISTANT GM KATHERINE GOODMAN finally responded. Ms. Goodman you never answered or retuned my calls. The only reason you retuned one email was because I called the main office and the representative explained you had 48 hours to respond. But even then you didn’t offer any conversation. Simply dismissed me. Ms Goodman I have never used any profanities or name calling or anything inappropriate. I told each person that answered the phone after the THIRD TIME AND MANY CALLS AFTER I CALLED WITH NO RESPONSE that I was frustrated and preferred to wait until you were available. THAT NEVER HAPPENED. Ms Goodman you could have handled this with some kindness, but you chose to ignore me and hoped I’d go away. I guess you won! You earned an extra $200 for your company. Our family suffered a terrible event and finally recovered and that was an error made and you would NOT hear me out. I’m done.

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